Consumer complaint received 2026-04-15 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
Today on XX/XX/XXXX around XXXX XXXX I am filing a formal complaint regarding the unauthorized disclosure of my financial information by Navy Federal Credit Union, as well as the inadequate handling of this matter by your customer service team. Several months ago, I updated my account preferences to receive e-statements only and confirmed my correct mailing address. Despite these updates, my account statements were mailed to a third party ( my mother-in-law ), who is not on my account and is not authorized to receive my financial information. When I contacted customer service, I was informed that my statements were grouped with another members account, resulting in my private financial information being disclosed to an unauthorized individual. This indicates a significant failure in account management and data privacy controls, as my account appears to have been improperly linked to another member profile without my knowledge or consent. I escalated the issue and spoke with a contact center supervisor, XXXX, who stated that there was nothing he could do about what had already occurred and that he could only fix it going forward. He further stated that he would create a case with his escalation team ; however, when I requested a case number for reference, I was told that there was no case number available to provide. This lack of documentation and transparency did not give me confidence that the issue was being properly handled or that any formal escalation had actually been initiated. At no point was I provided with a meaningful explanation, immediate corrective action, or any acknowledgment of the seriousness of this privacy breach. The response I received was dismissive and failed to address the impact of my financial information being disclosed without authorization. This situation is unacceptable. My financial data was shared without my consent, despite my explicit account settings, and your institution failed to take accountability when the issue was reported. I am demanding the following : - A full and detailed investigation into how my account was grouped with another members account - Written confirmation of exactly what information was disclosed, when it was disclosed, and to whom - Immediate and permanent separation of my account from any other member profiles- Written confirmation that all account settings, including e-statements and mailing address, are correctly applied and will not be overridden - A detailed explanation of the root cause of this failure and the corrective actions taken to prevent this from occurring again - A formal written apology acknowledging both the unauthorized disclosure of my financial information and the inadequate handling of my complaint by your staff - Confirmation that no other unauthorized disclosures of my financial information have occurred This incident represents a serious breach of financial privacy and trust, compounded by an unacceptable customer service experience and lack of transparency. If this matter is not addressed promptly and thoroughly, I will pursue further action through the appropriate regulatory agencies. I expect a timely and substantive written response.

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