Consumer complaint received 2026-05-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: NAVY FEDERAL CREDIT UNION
State: SC

Complaint narrative:
Subject : Complaint Regarding Navy Federal Credit Union Failure to Investigate and Improper Handling of Account Activity To Whom It May Concern, I am submitting this complaint regarding Navy Federal Credit Union and their handling of a serious account security and transaction dispute. I am reporting concerns related to an account holder who provided me with his login credentials ( username and password under the name XXXX XXXX XXXX DOB : XX/XX/year> ), which I now understand is a violation of Navy Federals security policies requiring members to maintain confidentiality of their access information. Despite this clear breach of policy, the institution has not taken appropriate action to investigate or address the situation. Additionally, the account holder conducted a transaction to me for expense payment in the approximate amount of {$1000.00} and subsequently reported this transaction as fraudulent, causing a false fraud report, which caused me financial harm/loss. Based on my understanding, the funds were reversed or credited back without what appears to be a thorough or proper investigation into the circumstances. I want to formally state that I did not initiate or participate in this transaction in any improper manner. The transaction was made by the member to pay me for expenses, and I was scammed since he later received a reversed transaction and got the funds back. I contacted Navy Federal Credit Union to report these concerns ( over phone and email ) and clarify my limited involvement. However : My report does not appear to have been properly documented I did not receive any formal follow-up, response, or resolution The institution has refused to further investigate the matter At this time, the account holder continues to have access to the account without restriction, despite : Sharing credentials in violation of policy Filing what I believe to be a false fraud claim Creating a situation that has now escalated to potential legal action involving me I am requesting that the Consumer Financial Protection Bureau review this matter and require Navy Federal Credit Union to : Conduct a proper and thorough investigation into the transaction and account activity Review the handling of the fraud claim and the decision to reverse funds ( if appropiate ) Evaluate the institutions failure to document and respond to my report Ensure that my rights are protected, as I am now being impacted by this situation Review whether appropriate actions were taken in response to clear policy violations by the account holder This situation has caused significant concern and potential legal exposure for me, and I believe the bank has failed to act appropriately in handling both the security breach and the disputed transaction. I am submitting this complaint in good faith and request assistance in ensuring that this matter is properly reviewed and addressed. Please let me know if any additional information is required. Sincerely, XXXX XXXX XXXX Member Navy Federal - Access Member XXXX

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