Consumer complaint received 2026-01-28 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I am a member of Navy Federal Credit Union and XXXX XXXX XXXX XXXX. On XX/XX/XXXX, and XX/XX/XXXX, XXXX unauthorized XXXX transfers in the amounts of {$4900.00} & {$1800.00} were initiated by an unknown party, and the funds were sent from my Navy Federal Credit Union Account to an account ending in XXXX at XXXX XXXX XXXX XXXX. I have XXXX association with XXXX XXXX XXXX XXXX, nor do I know anyone who banks with XXXX XXXX XXXX XXXX. I reside in XXXX  and have for the last XXXX  years. 

I became aware of the fraud on XX/XX/XXXX, when I checked my online bank statement and noticed these unauthorized XXXX transfers totaling {$6800.00}. 

On XX/XX/XXXX, at XXXXXXXX XXXX XXXXXXXX, I submitted a Fraud Claim to Navy Federal Credit Union, disputing the unauthorized ACH transfers. 

On XX/XX/XXXX, at XXXXXXXX XXXX XXXXXXXX, I called XXXX XXXX XXXX XXXXXXXX Department and spoke with XXXX  to report that a member of their bank willfully and wrongfully attached an account ending in XXXX to my Navy Federal Credit Union Business Checking Account, XXXX XXXX, and directed XXXX ACH transfers totaling {$6800.00} into their account at XXXX XXXX XXXX XXXX. The XXXXXXXX XXXX XXXX XXXX Account was nicknamed in my first name only, XXXX. 
XXXX instructed me to submit a letter to their Fraud Department using the following email address : XXXX. This is exactly what I did. 

XX/XX/XXXX, at XXXX XXXX  XXXX, I spoke with XXXX from Navy Federal Credit Union 's Customer Service Department to communicate my ordeal and close my personal checking, personal savings, and business checking accounts. XXXX helped me open XXXX new accounts to prevent any further fraud. XXXX was extremely helpful and advised me to run a virus/malware search on my PC. He coached me on where to look for identity breaches, and from my search, I was able to see XXXX breaches with various vendors. XXXX advised me to complete the ACH dispute form NFCU requires and I did that the same day. 

On XX/XX/XXXX, at XXXXXXXX XXXX XXXX, I spoke with XXXX from XXXX XXXX XXXX XXXX to report XXXX unauthorized XXXX transfers for {$2500.00} each labeled XXXX Donations with the word donations misspelled sent to an unknown XXXX XXXX Account. The first unauthorized ACH transfer for {$2400.00} was on XX/XX/XXXX, and the second ACH transfer was for the same amount on XX/XX/XXXX. 

On XX/XX/XXXX, at XXXXXXXX XXXX XXXXXXXX, I was referred to the XXXX Fraud Department, where XXXX instructed me to complete the ACH Dispute Form, which is what I did. 

This next piece of information is important because I think it has something to do with this fraud. In XX/XX/XXXX, I was pickpocketed in XXXX, XXXX. The pickpockets stole my entire wallet on XXXX XXXX, with all of my credit cards and XXXX-issued identification. I did not report it to the police because my friend and local resident of XXXX, XXXX XXXX, said the police do nothing about it and laugh at Americans in this type of instance. 

On XX/XX/XXXX, at XXXX XXXX  XXXX, I received an email to my personal XXXX  account, in XXXX, confirming an ACH transfer. Invoice # XXXX. 

On XX/XX/XXXX, at XXXXXXXX XXXX XXXX, I received an email to my personal XXXX  account, in Italian, confirming an ACH transfer. Invoice # XXXX. 

On XX/XX/XXXX, I visited the XXXX XXXX XXXX XXXX, where I met with XXXX XXXX, Senior Assistant Branch XXXX, and XXXX XXXX, customer service representative. XXXX was helping me close all of my accounts with XXXX and open up new accounts, again to prevent this type of fraud from continuing. XXXX advised me to report this cyber fraud to the FBI and to file a police report. She added that this is a case too small for the FBI and that it probably wouldn't go anywhere. 
XXXX notarized the documents showing that I hold my checking and savings accounts in the name of my XXXX. 

XXXX asked me if I ever signed an Unauthorized Activity Affidavit with NFCU. I did not. She advised me to ask Navy Federal Credit Union if they have this Affidavit. She informed me that it needs to be notarized. She also explained the difference between fraud and unauthorized ACH transfers and advised me to ask NFCU if they have a signed, notarized affidavit with my signature on it. 

On XXXX XX/XX/XXXX, XXXX XXXX, with XXXX 's Asset Protection Department, called me to further question me about my claim regarding these unauthorized ACH transfers. She asked me a lot of questions about my IP address, fraudulent activity leading up to these transfers which I confirmed there was an unauthorized charge for {$500.00} to XXXX just days before the ACH transfers, and multiple emails showing micro withdrawals. She asked me to check my XXXX account to see if I could see the emails they sent regarding these micro withdrawals, and no emails were present. I checked my Trash folder, and the only email I found was for the ACH transfer of {$1800.00} for NFCU. 
XXXX concluded that the perpetrator of this fraud most likely installed malware on my PC and was able to enact these transactions, unbeknownst to me, and scrub my incoming emails showing these micro withdrawals so that I would not be aware of them. 

XXXX advised me to close my XXXX accounts every night ( I was leaving them open ), to change all of my passwords, and not to use the same password for everything. I changed all of my passwords that day. 

It is important to note that XXXX XXXX with the XXXX Fraud Department confirmed I was a victim of fraud and credited my account with the {$4900.00}. 

On XX/XX/XXXX, I received a letter from XXXX confirming my account was credited the {$4900.00} and my case was closed. 

On XX/XX/XXXX, I submitted my second dispute letter to Navy Federal Credit Union because they denied my first claim. 
I submitted the following information to NFCU : XXXX. The letter I sent to XXXX XXXX XXXX XXXX, alerting them to an unauthorized ACH transfer initiated by XXXX of their members with an account ending in XXXX in the amounts of {$4900.00} and {$1800.00} that took place on XX/XX/XXXX and XXXX of XXXX. 
XXXX. XXXX XXXX 's letter from XXXX confirming I was a victim of fraud, a refund of {$4900.00} and confirmation the case was now closed. 
XXXX. Copies of the XXXX emails in XXXX showing ACH transfers dated XX/XX/XXXX and XXXX. 
XXXX. I submitted new information to NFCU about my being pickpocketed in XXXX in XX/XX/XXXX where my wallet was stolen with my XXXX-issued ID and the emails I received in Italian confirming the ACH transfers. 

On XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX, I called NFCU Fraud Department to inquire about the status of my claim. I spoke with XXXX. She advised me to contact the Fraud Department during normal business hours and ask the Fraud Department what information do they need from me to review my dispute again. 

On XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX, I contacted NFCU Fraud Department and first spoke to XXXX to inquire about the status of my fraud claim. She informed me it was denied again. When I asked her why it was denied again she said the department needed more information. She advised me to submit another appeal ( this would be the XXXX  ) if I had any new information to present. XXXX placed me on hold multiple times to speak with the person in the Fraud department. Finally, I asked her if I could speak with this person directly and she said that is not allowed. After several times of this back and forth, XXXX NFCU Supervisor comes on the line. XXXX did not tell me this was what she was going to do. Suddenly, XXXX comes on the line and announces herself as the XXXX. I asked her what kind of information does she need from me to support my claim. She said she can not tell me that information, only to submit any new information that may help my case. I asked her how am I supposed to prove that is wasn't me other than my reporting the fraud in the first place & the documentation I already submitted. I asked her if she reviewed the documentation I already submitted and she said no because she is not the person reviewing my case. 

I, then, asked her if she thought it was coincidental that both of the banks I bank with ( NFCU and MFCU ) were both struck by XXXX unauthorized ACH transfers to unknown accounts with XXXX banks, XXXXXXXX XXXX XXXX XXXX and XXXX XXXX in the same week for an amount over {$11000.00} ; and that XXXX found those transactions to be fraudulent by NFCU doesn't? She had no answer. 

I continued by asking her why NFCU refunded the {$1800.00} but not the {$4900.00} when the XXXX transfers were sent to the same bank, XXXXXXXX XXXX XXXX XXXX, just days apart. She responded by stating they submitted a request to XXXX XXXX, and XXXX XXXX  was able to refund the {$1800.00}, but not the {$4900.00}. I asked her why refund XXXX and not the other. She responded that we can submit the request, but XXXX XXXX  decides to return the funds if they have them. I then asked, how do they not have the funds? Did the account member with the account ending in XXXX close the account? She responded with we don't know, and they will not tell us. 

XXXX then went back to her company script about submitting another dispute claim with any new information. 

I asked her why NFCU, which I used & trusted to secure my deposits and protect my cash, was unable to do so. For that, she had no answer. 

I am submitting this complaint to the CFPB as a way to provide additional evidence to the NFCU Fraud Department of the steps I will take to prove I was defrauded of money they held in their system and allowed a criminal to fraudulently, egregiously and blatantly siphon {$6800.00} dollars out of my account via an unauthorized ACH transfer. {$1800.00} was rightfully returned to me. I want the remaining {$4900.00} to be returned as well.

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