Consumer complaint received 2026-04-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: AL

Complaint narrative:
On XX/XX/year>, upon waking and reviewing a text message alert from Navy Federal Credit Union that was sent at approximately XXXXXXXX XXXX on XX/XX/year>, I became aware of suspicious activity on my account. The alert prompted me to immediately log into my account using the Navy Federal mobile app. Upon accessing my account, I observed an unexpectedly low balance of {$19.00}. After reviewing my recent transactions, I discovered that a transfer in the amount of {$1500.00} had been processed and removed from my account. I want to clearly and unequivocally state that this transaction was not authorized by me. I did not initiate, approve, or have any knowledge of this transfer prior to receiving the alert. I did not provide my account information, login credentials, verification codes, or authorization to any individual or third party that would have enabled this transaction to occur. This transaction is fraudulent. Upon discovering the unauthorized transaction, I immediately contacted Navy Federal Credit Union to report the fraudulent activity. During this call, I informed the representative that I did not authorize the {$1500.00} transfer and requested that the transaction be investigated. I also followed all instructions provided to secure my account and prevent any further unauthorized access. My actions were taken promptly upon discovery of the issue, demonstrating that I did not delay in reporting the fraud. At no point prior to this incident did I have any knowledge of, or involvement in, the transaction. Following my initial report, I made multiple efforts to follow up on the status of my claim with Navy Federal Credit Union. On Monday morning, XX/XX/year>, I contacted Navy Federal at approximately XXXXXXXX XXXX to request an update. The call lasted approximately XXXX minutes, during which I was informed that the investigative team had just begun their workday and no update was available at that time. I allowed additional time for the investigation to progress and contacted Navy Federal again on XX/XX/year>, at approximately XXXXXXXX XXXX. At that time, I was still not provided with any updates regarding my claim. Understanding that investigations require time, I chose to allow the full timeframe provided. I was advised that the investigation could take up to 10 business days to complete, and I made efforts to respect that timeline before following up further. Throughout this process, I remained proactive while also allowing reasonable time for a thorough investigation to be conducted. On XX/XX/year>, at approximately XXXXXXXX XXXX, I contacted Navy Federal Credit Union to request an update on my claim. During this call, which lasted approximately XXXX minutes, I was informed for the first time that my claim had been denied and that I was being held responsible for the transaction. This was unexpected, as I had not received any prior communication regarding the outcome. I was advised that an email notification had been sent on XX/XX/year>. However, I did not receive this email. During the call, I verified my email address on file and thoroughly checked all folders, including spam, promotions, and trash, but no such communication was found. I placed a second call at approximately XXXXXXXX XXXX the same day, which lasted XXXX minutes. During this conversation, I was informed that a denial letter had also been mailed on XX/XX/year>. As of XX/XX/year>, I have not received this letter. During this call, I was advised to contact the receiving financial institution directly. I then spent several hours, from that morning until approximately XXXXXXXX XXXX contacting multiple institutions in an effort to trace the funds and verify the recipient. I contacted XXXX XXXX and provided my full name, address, date of birth, last four digits of my Social Security number, and phone number for verification purposes. After a thorough search, I was informed that no account exists under my name, and that there is no record of any past or present account associated with my identity. I was then advised to obtain the full account number associated with the transaction from Navy Federal. After doing so and contacting XXXXXXXX XXXX again, I was informed that the account in question is held through a partner institution, identified as XXXX XXXX I subsequently attempted to contact XXXXXXXX XXXX directly ; however, I was unable to speak with a representative because my phone number is not associated with any account in their systemfurther confirming that I am not the account holder. In an effort to continue my investigation, I initiated email communication with both XXXXXXXX XXXX and XXXXXXXX XXXX. On XX/XX/year>, a representative from XXXXXXXX XXXX responded, and we communicated throughout the day regarding this matter. During this exchange, I was informed that XXXX XXXX had communicated directly with Navy Federal regarding this transaction. This was particularly concerning, as I had not been informed by Navy Federal at any point that the transaction had been routed to or associated with XXXXXXXX XXXX. I only became aware of this through my own independent investigation. Based on the information provided above, I respectfully but firmly dispute the determination made by Navy Federal Credit Union that I participated in this transaction. I have demonstrated that : I did not authorize or initiate the {$1500.00} transfer. I reported the incident immediately upon discovery. I made multiple follow-up attempts and allowed the full investigation timeframe. I conducted my own independent investigation, which confirmed that I do not have, nor have I ever had, an account with the institutions involved in receiving these funds. I encountered multiple verification barriers that further confirm I am not associated with the recipient account. Additionally, I have taken formal steps to report this matter externally. I have filed a police report and submitted a report through Federal Trade Commission at IdentityTheft.gov. I am prepared to provide supporting documentation as it becomes available. Given these facts, there is no reasonable basis to conclude that I authorized or participated in this transaction. I am formally requesting : 1. A full reversal of the {$1500.00} transaction. 2. A complete reinvestigation of my claim with consideration of all new and previously unreviewed information. 3. A detailed explanation of the evidence used to support the original denial. If this matter is not resolved appropriately, I am prepared to escalate further, including filing formal complaints with the Consumer Financial Protection Bureau and the National Credit Union Administration. I am fully willing to cooperate and provide any additional documentation necessary. However, I expect a fair, thorough, and evidence-based review of my claim. I appreciate your prompt attention to this matter and look forward to a resolution.

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