Consumer complaint received 2023-09-21
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened without my consent or knowledge

Complaint:
NFCU XXXX XXXX XXXX XXXX XXXX - Discovered in XX/XX/XXXX during the gathering of financial documents and analysis for filing for divorce - NFCU initially advised me that I am an Authorized User ( AU ) ; Primary Acct Card Holder was aware then that I knew I was on the account as documented in divorce petition - I received a credit monitoring notification in XXXX and saw that this cc was on my credit report ; Lawyer tells me if an AU, it should not show up in my CR XXXX I call NFCU to remove me as AU, but NFCU rep confirms I was added as Co-applicant on XX/XX/XXXX. NFCU also confirm my card ending XXXX was never activated, therefore never used ; Primary Acct Card Holder confirms he added me without my consent ( documented evidence with NFCU and directly to me- furnish email correspondence ) XXXX Told the Primary Acct Card Holder to request to remove me and if denied i told him i was going to report Fraud XXXX Primary Acct Card Holder provided a snapshot photo of the request form to remove me, advised it would take 5-7 business days XXXX i called NFCU as i still saw the cc account on my app, they confirmed receiving the request form on XX/XX/XXXX, however Primary Acct Card Holder request was denied the same day on XX/XX/XXXX XXXX sent message to Primary Acct Card Holder giving him one week to be creative in removing me ( pay off and request again to remove me ), even recommended he apply for balance xfr or ask family/friends to help him then request removing me again. 
XXXX Primary Acct Card Holder indicates he submitted a 2nd request to remove me XXXX saw the cc account in my app still, sent Primary Acct Card Holder a reminder message that I was calling fraud XXXX. He advised that he called NFCU to speak w/ a supervisor about other options XXXX called NFCU to report fraud XXXX adding me as co-applicant without my consent ; NFCU rep indicates that Primary Acct Card Holder submitted the 2nd request on XX/XX/XXXX and denied on XX/XX/XXXX. Rep reviewed notes on Primary Acct Card Holder recent calls and admitted adding me without my consent ( twice documented on separate calls into NFCU ). Rep confirms that his request to remove me was based on pulling his credit report and his XXXX does not qualify him to be responsible for the debt alone ( $ XXXX ). Rep advised to move forward with fraud as my credit has been compromised. Fraud claim submitted XXXX and was advised that my side of the cc account had been closed and it was removed from my profile. 
XXXX I checked my NFCU app and saw that the Credit Card account was in my profile again. I called NFCU and they indicated that the investigation was complete and consent was verified and card remains open for use. However, if we are both indicating I was added without my consent, what exactly did NFCU verify? Also since its been over 7years, NFCU indicated they discard records ( phone and paper records ). Furthermore, in XXXX they confirm that the process to add a co-applicant was acceptable over the phone which they do not exercise that process today due the same issue I am going through now. As this Primary Acct Card Holder is my ex-husband, he had access to my information and must have had another female impersonate me or the NFCU rep over the phone taking the application did not follow protocol to verify who he/she was speaking to. 

This NFCU XXXX XXXX XXXX card is maxed out to $ XXXX and I do not want to be responsible for the debt. Primary Acct Card Holder admits adding me without my consent not only to me but to NFCU ( documented in account notes and email ). While he has attempted to remove me, NFCU denied his request as he can not support the debt based on credit reporting and income. NFCU can not provide any proof of this application ( or phone recording ) as it is >7 years, yet they have deemed the case as verified and valid and left the account open for active use to this day.

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