Consumer complaint received 2026-06-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
XXXX Whom It XXXX Concern, I am formally requesting an XXXX review XXXX reconsideration of my denied fraud claim. After years of being a loyal XXXX XXXX member, I am extremely disappointed by the way this matter has been handled XXXX by what appears XXXX be a failure XXXX fully consider the circumstances surrounding my case. The basis for the denial was that I allegedly authorized XXXX/or participated in the transactions. That conclusion ignores the reality of the situation I was living through at the time. In 2022, I was in an abusive and controlling relationship with XXXX XXXX XXXX As documented in the fraud statements I submitted, he had access XXXX my personal information XXXX financial accounts without my consent. I explained that I did not have control over my financial affairs during that period XXXX that funds were moved under coercion XXXX intimidation. I further identified the individual involved XXXX provided information regarding the transfers that occurred. What is particularly troubling is that the denial appears XXXX disregard the fact that victims of abuse often appear XXXX " participate '' in financial transactions because they are being threatened, manipulated, controlled, or forced XXXX comply. Compliance under fear is not the same as authorization. I was not living as a free XXXX independent decision-maker during that period. I did not knowingly benefit from these funds. In fact, XXXX my family removed me from that environment, I spent years repairing the damage that resulted from that relationship. As stated in my declaration, I returned home, obtained stable employment, XXXX began addressing the financial consequences left behind. What makes this even more difficult XXXX accept is that I have taken responsibility wherever possible. I have worked hard XXXX resolve financial obligations, improve my credit, maintain employment, XXXX rebuild my life. I am not asking XXXX XXXX XXXX overlook facts. I am asking XXXX XXXX XXXX fully examine them. I repaid XXXX XXXX despite maintaining that I did not willingly participate in these transactions. I did so because I believe in taking responsibility where I can XXXX because I wanted XXXX make things right, not because I agreed with the conclusion that I voluntarily authorized or benefited from these transactions. The fact that I repaid XXXX XXXX while continuing XXXX dispute the circumstances should demonstrate my good faith, integrity, XXXX commitment XXXX resolving this matter fairly. I XXXX proudly recommended XXXX XXXX XXXX others because I believed the credit union stood by its members XXXX took the time XXXX understand individual circumstances. Today, I struggle XXXX reconcile that belief with the treatment I have received. The inability XXXX speak with someone who can meaningfully review my case, combined with what feels like a predetermined conclusion, has been incredibly frustrating. I am asking the XXXX XXXX XXXX XXXX personally review : My submitted fraud documentation. The XXXX XXXX XXXX XXXX XXXX XXXX XXXX forms I completed. Any account notes XXXX internal investigation records. Any recorded calls related XXXX this matter. The documented circumstances involving abuse, coercion, XXXX lack of control over my finances during the time of the transactions. I also request a detailed written explanation of how XXXX XXXX determined that my actions constituted voluntary authorization despite the circumstances I reported. I have spent years rebuilding my life from a situation that no one should have to endure. I have accepted responsibility for matters within my control, but I can not accept being held responsible for actions that occurred while I was under abuse, coercion, XXXX financial control by another individual. I am not asking for sympathy. I am asking for a fair review by someone willing XXXX look beyond a transaction history XXXX understand the reality of what victims of abuse experience. I respectfully request that this matter be escalated for XXXX review XXXX that I receive a substantive response from a decision-maker with the authority XXXX reassess my claim. Sincerely, XXXX XXXX

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