Consumer complaint received 2020-06-22
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In XX/XX/XXXX, I noticed a pending ACH transfer in the amount of approx {$3000.00} coming from my personal account. I immediately contacted NFCU to seek details and assistance in correcing the issue. The representative I spoke to on/about XX/XX/XXXX advised that transfer came from my personal account with NFCU and transferred into an external account with XXXX XXXX XXXX that was also in my name. She and I contacted XXXX via conference call and the external banking instituation confirmed the account was flagged for " fraud ''. I was instructed to complete a form NFCU82. The credit union has mishandled my accounts in more than one way. I was told in XX/XX/XXXX and XX/XX/XXXX that I would be issued a provisional credit while the investigation was pending, which has not been issued to date. My previous account with NFCU was also compromised and I was told it would be closed, however it truly was not. 

I have filed an appeal with regards to the almost $ XXXX, which included a XX/XX/XXXX police report regarding the identity theft and a letter from XXXX confiriming that I do not have any personal or business accounts associated with my social security number or FEIN. NFCU advised that a response would be given within 15 business days from XX/XX/XXXX submission. As of today, I have recived no response at all. I am requesting formal contact on filing legal correspondence agains the company, would like full details of any and all investigation that was performed and a status of my appeal promptly. Below is a brief timeline of my communications and questions : XX/XX/XXXX Faxed NFCU paperwork XX/XX/XXXX NFCU acknowledged receipt of the fraud paperwork and advised that an investigator was assigned ( via secure message ) XX/XX/XXXX Contacted NFCU and spoke to XXXX ( Fraud ) who advised that the NFCU 82 was the incorrect form for the type of transactions that occurred. She then emailed me a NFCU 50-Written Statement of Unauthorized Debit Form. Also spoke to XXXX ( Security ) XX/XX/XXXX Called and spoke to XXXX ( Fraud ) who confirmed the initial claim submitted in XX/XX/XXXX was denied, however she could not provide any further details. She attempted to reach out to Security, however I advised her that that dept actually transferred me to her. 

What dates/times were changes made to the method in which I receive account alerts, verification of activity, etc.? 
What account # /banking institution were funds transferred to, from checking account ending in XXXX? 
What IP addresses were the transfers made from and what dates/amounts? 

XX/XX/XXXX XXXX ( supervisor in account services ) XX/XX/XXXX XXXX am  CST missed a call from XXXX in the security department XXXX XXXX  CST Returned the call to security dept. Spoke to XXXX who advised that XXXX was calling in to verify if the auto loan was truly applied for. I re-advised that it was and that I was told my previous reps that the money was being rescinded due to it being a fraudulent loan. He advised that XXXX will be speaking with the business lending department on Monday ( as they are closed for the weekend ) and will give me a follow up call.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation