Consumer complaint received 2024-06-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: NAVY FEDERAL CREDIT UNION
State: MI

Complaint narrative:
I am amazed that I am in the position of needing to file this complaint against Navy Federal Credit Union. I never would have believed it possible. They have prior to this, provided excellent service over the course of my 20+ year relationship with them. Its honestly to the point where I dont question what they tell me, I do what Im told. Of all the possible financial institutions, a military credit union dedicated to serving service members and claiming to hold themselves to certain standards is not the one I would have expected this from. The issues causing my numerous banking complaints, began in late XXXX, when XXXX  appears to have used shipments made by XXXX to identify an XXXX XXXX XXXX war veteran working multiple jobs to support and care for his mother with XXXX full time, as a good target. In XX/XX/XXXX, I submitted a dispute with them for over XXXX XXXX dollars in stolen XXXX merchandise. I had asked XXXX three times to cancel my XXXX subscription, as my purchases never arrived. I was told each time they would handle it and given a free six month extension, along with being repeatedly promised everything would be refunded. That is until XXXX decided they had stolen enough and used the opportunity to laugh at me through XXXX customer service, as they had coordinated to delete the tracking of everything they intended to keep. In XX/XX/XXXX, it became obvious my NFCU card was being charged fraudulently, many of the items under dispute with XXXX XXXX  were double charged to both cards. I froze my Navy Federal card and asked them to replace it. I also was unable to download my transaction history, and remain incapable of doing so properly. I never opened or activated the new card, Im not even sure I received, as I had no intention of giving various customer service agents access to my checking account again. Im somewhat lucky I had numerous recurring charges that I lacked the time to address appropriately. Navy Federals Customer Service told me yesterday they had no record of my card being frozen, and the new one was activated on XXXX. Yet I have been receiving multiple notifications a week from XX/XX/XXXX XX/XX/XXXX, informing me of failed transactions due to the frozen debit card I never activated. I also retain all their text message notifications going back to early XXXX, which is why I can state confidently exactly what was going on. They were previously, and appear to have continued making fraudulent purchases on my frozen and canceled card for several days. After this period, you can tell when they did so again, because they disabled text notifications to do so. Bill payments will be missing from text notifications, and when they return, the current balance will not match that of the same transaction on my statements. You can tell which refunds were added after the fact for various retailers, because they will be the only text notifications missing as compared to my statement, and the balance will once again not line up. XXXX XXXX  has repeatedly referred to coordinated fraud as a Statement Error. I now understand why. When they do, I can only appeal the items they are willing to provide me a transaction date or case id for. When I do, they are silently reversed, they refuse to provide me documentation in writing. I again, have become aware that XXXX is apparently just allowed. I can not imagine the number of people who have been forced to endure their harassment, only to have their banks turn on them. That Navy Federal, of all institutions would engage in such behavior has really reinforced the scope of the issue and the need for something to be done about it. Ive attached documentation of the incidents described above along with other issues with bank fraud I have experienced recently.

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