Consumer complaint received 2024-08-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I am writing to file a formal complaint against Navy Federal Credit Union ( NFCU ) concerning their handling of my account and the serious accusations they have made against me. 

Background : 1. Account Closure and XXXX Suspension : On XX/XX/24, NFCU abruptly shut down my XXXX service without prior notice or explanation. Subsequently, on XX/XX/24, they proceeded to close my entire account. This was done without providing any evidence or valid reason for such drastic actions. 

2. Allegation of Fraud : NFCU has accused me of being involved in fraudulent activity. This accusation was made without any substantial evidence or proper investigation. I have not been provided with any details or explanations about the nature of the alleged fraud or any specific transactions in question. 

3. Impact on My Reputation : By accusing me of fraud and criminal activity, NFCU has severely damaged my name, reputation, and character. These unfounded allegations have caused significant stress and harm to my personal and professional life. 

On XX/XX/XXXX, I had a particularly distressing experience which I believe set off a series of events that have subsequently led to the violation of my rights by both Navy Federal Credit Union ( Navy Federal ) and XXXX, the digital payments network. This document will detail the events of that day, the timeline that followed, and the legal actions I intend to pursue. 
Experience on XX/XX/XXXX : On the night of XX/XX/XXXX, I initiated a transaction using XXXX through my Navy Federal account. The transaction appeared to proceed smoothly ; however, shortly after, I noticed several unusual activities on my account that following week. Despite my immediate attempts to contact Navy Federal and halt any suspicious transactions, I encountered significant delays and unhelpful responses. This initial disturbance greatly exacerbated my concerns and stress, as I rely heavily on my account for essential daily transactions. 


Timeline of Events Following XX/XX/XXXX : XX/XX/XXXX : I received an email from Navy Federal stating that their preliminary investigation did not find any fraudulent activities worth addressing and that no further action would be taken. This response was extremely frustrating and felt dismissive of my concerns. 
XX/XX/XXXX : Despite Navy Federals assurances, I noticed additional unauthorized transactions. I immediately contacted them again, only to be met with similar dismissive responses. 
XXXXXXXX : Over the next few days, I made multiple attempts to get a satisfactory resolution from Navy Federal . Each time, I was assured that my case was being reviewed, but no concrete actions were taken to remedy the situation or prevent further unauthorized access to my funds. 
XXXX XXXX : Frustrated with the lack of action from Navy Federal, I reached out to XXXX directly. XXXX 's support team also failed to provide adequate assistance, often redirecting me back to Navy Federal, and thus creating a frustrating loop with no resolution in sight. 
XXXX : Filing a formal complaint with the Consumer Financial Protection Bureau ( CFPB ), detailing my experience and the lack of resolution from both Navy Federal and XXXX. The CFPB acknowledged my complaint and initiated their review process. 

Belief That My Rights Have Been Violated : Throughout this process, I have been subjected to negligence and a dismissive attitude from both Navy Federal and XXXX. Despite my repeated and documented attempts to secure my account and resolve the unauthorized transactions, both entities failed to take necessary and timely actions to protect my financial interests. This inaction has resulted in financial loss, undue stress, and a profound sense of violation of my consumer rights. 

Imputing upon my life, character, and reputation. 


Future Legal Action : Pending the CFPBs determination and follow-up with Navy Federal , I am preparing to take legal action against both Navy Federal and XXXX. I firmly believe that both entities have not only failed in their duty to protect my account but have also violated my rights as a consumer. 

In conclusion, the sequence of events starting from XX/XX/XXXX has led to an untenable situation where my rights as a consumer have been ignored and violated. I am determined to pursue all available legal remedies to hold Navy Federal and XXXX accountable for their actions and inactions in this matter while they hold my money hostage. 

Preservation of Evidence from XXXX XXXX : Given that the initial transaction and subsequent suspicious activities occurred on XX/XX/XXXX while I was at XXXX XXXX, I am taking steps to ensure that all relevant footage from that day is preserved. I will be formally requesting XXXX XXXX to retain any and all surveillance footage from their premises on XX/XX/XXXX, particularly around the times when I conducted the transaction using XXXX. This footage will be critical in corroborating my account of events and may need to be subpoenaed as part of the legal process.

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