Consumer complaint received 2026-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: NAVY FEDERAL CREDIT UNION
State: OH

Complaint narrative:
I am filing a complaint about Navy Federal Credit Unions handling of my unauthorized ACH dispute. On XX/XX/, I learned that a {$2100.00} ACH transfer had been made from my Navy Federal checking account. I did not authorize this transfer. On the day of the transaction, I encountered a fake virus pop-up on my laptop and was deceived into allowing remote access to my computer by individuals I believed were helping remove a virus. I later realized this was a scam. I believe those individuals used that remote access to access my Navy Federal account and initiate the ACH transfer without my authorization. I promptly reported the transaction to Navy Federals fraud department on XXXX XXXX XXXX Navy Federal provisionally returned the funds during its investigation. On XXXX XXXX XXXX Navy Federal informed me that my claim was denied and that the provisional credit would be reversed.XXXXNavy Federals written explanation was only that it determined I authorized and/or participated in the activity and that its information contradicted my claim. Navy Federal did not provide the specific evidence or authorization record supporting that conclusion. There is also an inconsistency in the transaction details provided to me. The email notification I received from Navy Federal states that Navy Federal received my request authorizing a one-time electronic funds transfer of {$2100.00} from my EveryDay Checking account ending in XXXX to XXXX XXXX Checking account ending in XXXX on XX/XX/. However, my Navy Federal account history references the transaction as involving XXXX XXXX. I asked Navy Federal to explain the relationship between XXXXXXXX XXXX and XXXX XXXX and to provide the full ACH transaction details, including the trace number, company/originator ID, SEC code , and authorization data relied upon in denying my claim. I did not authorize this ACH transfer, did not intend to send funds to XXXX XXXX, XXXX Bank, or any other party, and received no benefit from the transaction. Although I was tricked into allowing remote access to my device, I did not authorize any person or company to transfer funds from my Navy Federal account. I requested that Navy Federal reinvestigate this matter as an unauthorized electronic fund transfer and provide the specific basis for its denial, including any ACH authorization record, ACH trace number, company/originator ID, SEC code , one-time passcode delivery information, and any device, IP, browser, or session data used in its decision. Navy Federal did not provide that information. I am requesting that Navy Federal : Reinvestigat e this matter as an unauthorized electronic fund transfer. Provide the specific basis for its denial. Provide or identify the authorization evidence and transaction records it relied upon. Explain the relationship between XXXX XXXX and XXXX XXXX for this transaction. Restore the disputed funds if the transfer is confirmed to be unauthorized. Preserve all records related to this transaction, including account access logs, device history, session logs, and XXXX delivery records.

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