Consumer complaint received 2025-02-13 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 recently wrote a complaint that was rejected by the CFPB for unstated reasons that demonstrated NFCU 's habit of deleting messages from my dashboard. I recently wrote a complaint that demonstrated NFCU 's habit for taking back refunds that appeared on my dashboard. I recently wrote a complaint that demonstrates retailers recent habit of insisting they issued refunds that they did not. I have recently wrote several complaints that demonstrated NFCU 's habit of insisting I call for issues they are legally required to take notice of in writing. I have over the last two years, been attempting to get NFCU to address rampant fraud with my accounts. Freezing my cards has been unsuccessful. Requesting they replace my debit card and neglecting to activate it has been unsuccessful. They claim to have done so twice in complaint XXXX, wherein they claim the first was activated by me when it was not and for which received a shipping notification but not the card, and a second for which I never received a notification or a card. As far as I can tell from my account, neither ever existed. In an attachment, they claim the card can only be truly deactivated over the phone. 

I have asked them to close my credit account numerous times over the last year, they have deleted all the messages, and despite finally agreeing to do so, my credit account remains open and is in threat of being closed. For over a year, NFCU denied me access to transaction histories, placed information on my dashboard that did not make it to my statements, and allowed hundreds of manual transactions to be placed on a frozen debit card and/or credit card without sending me the requisite transaction notifications. Many of the retailers in question have been compelled to issue refunds by the state AG for fraudulent activity. I however have had difficulty confirming these refunds as I have been unable to access either a transaction history or statements in a timely manner. 

I first attempted to address these issues through the CFPB in XXXX XXXX  which would place every transaction squarely within the same eight month time frame that NFCU extended for the original XXXX dispute that start this. They took 90 days to generate a response that did not address the issues above. That was not my first time attempting to address them, and when I was finally able to convince NFCU to respond to a request, they claimed that a non-specific time period had elapsed. This was the time period in which they refused me access to a transaction history. 

Would NFCU be willing to address the fraudulent charges listed in their list of manual transactions with an understanding that the point of the scam is to confuse the fraud with the legitimate, and that the majority of them never generated the configured transaction notification. If they are unwilling or unable to reconsider their decision with regards to disputes they still in large part refuse to provide a transaction history for, would they please provide me with dispute resolutions electronically, with the specific time-frame that was violated for each transaction, and their reason for applying it given the above.

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