Consumer complaint received 2025-11-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I am writing to formally request the removal of the fraud designation on my Navy Federal Credit Union ( NFCU ) account. The events that led to the fraud investigation were the result of a misunderstanding caused by my mothers recent XXXX XXXX, and the primary bank involved XXXX has already confirmed in writing that no fraud occurred. 

My mother, is the account holder at XXXX. 

My cousin, has assisted my mother with her finances for approximately XXXX years, while living in Florida. My mother lived in Ohio during this time and relocated to Georgia in XX/XX/XXXX due to her XXXX XXXX. 

To help cover my mothers prescriptions and other needs, my cousin/sister used XXXX transfers from my mothers XXXX account to mine ( NFCU ). 

In early XXXX, during a rare moment of lucidity and confusion, my mother called XXXX. Due to her memory loss, she did not recall our prior discussions about XXXX or understand what XXXX was. She was unable to verify the transactions, which unintentionally triggered a fraud investigation at XXXX. 

XXXX then filed reports with NFCU regarding the transfers. 

Resolution by XXXX XXXX  XXXX I learned of the fraud claim, my mother and I immediately went to the XXXX branch in XXXX, Georgia on XX/XX/XXXX. We provided all requested documentation. XXXX completed their review, determined that no fraud occurred, restored my cousins access to the account, and confirmed to us that the account was in good standing. 

I also received a letter from XXXX dated XX/XX/XXXX, confirming that no action was taken and the matter was resolved. 

Attempts to Resolve With NFCU After XXXX cleared the matter, I contacted NFCU expecting the issue to be corrected.Instead, I was told additional documents were required. On XX/XX/XXXX, I submitted another appeal, which was denied. When I requested written confirmation of my status, I was informed that none could be provided. A supervisor instructed me to submit yet another appeal, which was also denied. 

To assist NFCU, XXXX XXXX, Assistant Vice President at XXXX, offered to speak to NFCU directly. I provided her contact information as well as the resolution letter from XXXX. Despite XXXX confirming that there was no fraud, my NFCU account remains marked with a fraud status and has been closed. 

Request for Correction XXXXhe institution where the transactions originatedverified that the transfers were legitimate and that the concern was the result of my mothers XXXX and confusion. They resolved the issue and refunded the funds to my account. There is no basis for a fraud designation between XXXX and NFCU. 

Only because the situation has become to stressful, I accept XXXX decision to close the account, I can not accept being labeled as having committed fraud when the originating bank has confirmed this was not the case. 

Therefore, I respectfully request : 1. Immediate removal of the fraud status associated with my NFCU account ; and 2. Written confirmation that the fraud designation has been removed. 

This situation has been emotionally difficult for my family, and the fraud mark is an inaccurate and unfair reflection of the circumstances. I appreciate your prompt attention to this matter and look forward to receiving written confirmation that my record has been corrected.

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