Consumer complaint received 2025-04-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: NAVY FEDERAL CREDIT UNION
State: MI

Complaint narrative:
I am filing this complaint regarding Navy Federal Credit Unions handling of my account, which was unjustly restricted and flagged for fraudulent activity without proper investigation or communication.

Recently, Navy Federal accused me of participating in fraudulent activity on my own account. However, I had already provided the credit union with critical information showing that I had been a victim of a security breach when my XXXX was stolen which contained business information because of my notes app and the business email being logged in only on my XXXX because I cant log into anymore accounts on my XXXX. I informed NFCU of this and explained that I was locked out by a PIN number on the app and provided details that an unknown device had accessed my account once I reset it in an attempt to secure access. Navy Federal restricted my account and did not provide any detailed explanation, supporting documentation, or opportunity to dispute the alleged fraud only told me that I participated in it when I have not even been using the account since XXXX and XXXX and was only using XXXX and depositing by XXXX XXXX and cash. I have never deposited any checks into EITHER account since opening it, nor did I receive any alerts or correspondence by mail about such deposits or other suspicious activity prior to the restriction not even to my personal accounts email which also got restricted. This situation has caused me significant inconvenience, stress, and potential financial harm because they withdrew money out of my business account that had no money, made it overdraft to pay my credit card balance and only sent ONE letter that stated I owe a {$40.00} payment and when I called about that seeing if the credit card was closed because of how the letter looked. I tried to log in, had to reset the log in which I provided that screenshot and I logged in and see there arent any accounts that were showing so I call and thats when they told me my personal account was restricted because of the activity on the business account. I asked wasnt I informed and asked what I needed to do to fix this. She told me to submit the appeal form. I receive a email in response only blaming me with the lack of transparency and failure to conduct a thorough investigation based on the evidence I provided. When I called about the email the fraud employee told me thats on you if your XXXX got stolen and got very rude and ended the call. They also denied the appeal form within 1 day despite all the emails from when I reported my XXXX, all the emails when my replacement got resent back to XXXX, and I had to replace with XXXX XXXX relations, and the text showing when I reset my log in because so couldnt log in all with dates and times while the fraud was committed I didnt have access to my business email on my XXXX during that time at all

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