Consumer complaint received 2026-06-07 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: IN

Complaint narrative:
XX/XX/XXXX to XX/XX/XXXX I was in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXy roommate my landlord and XXXX of his friends and a few other people actually stole my identity they took everything out of my room and my identification and my phone and they hacked it and they had taken my money my VA XXXX compensation which I'm XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and i also fet social security XXXX and while i was in XXXX per navy federal credit unions policey my mental health case worker and i had called navy federal the first month of 4 that i was in jail to call them and get my account shut down to stop fraud. well they told us what we needed and provided it to prove i was in jail. The next month they allowed someone to call and pretend to be me, l and order another account card and it was sent to my house to them because i rented the basement and they lived upstairs. so we called again together and gave them what they asked for, and i even asked them if i needed to change my phone password and they said no. well they allowed them again to order another card and so once again we called and and tried to stop my money to be taken and was told it was fine. so XXXX last time we did it again and finally got it shut down and opened a new account and i was finally able to bond out. so because of them continuisly not doing what they were suppose to i couldnt bond out and i lost about XXXX XXXX dollars. when i got out i reported it to the VA, i reported it to the ftc and got a claim number, i filed a mail fraud case and got a claim number for them, i also filed an fbi XXXX case and gave them the claim number, i also gave them a memo from XXXX XXXX which is my Department of Justice representative for veterans in XXXX from while i was in jail that stated i waa being defraudedvby people that i lived with so i could use it in court to show the judge what was going on and help stop it, i told them who had done it also. I was told to turn in XXXX at time to get approved and then turn in the next so I turned that first XXXX in it was a big one but I was told I had to do XXXX claim per each different debit card number and I had to do it by hand which there was over thousands of charges so I did it anyway I had them already and I said turn XXXX at a time so I turned in the first XXXX and it was denied because I was taking a while so I finally got a hold of him and I was like okay so what's going on and they sent me a email saying that was denied because I XXXX have received money while I was in jail from them but I told them I want to appeal it because I could prove that is otherwise they added money XXXX time just to get the fraud claim done with my bank Navy Federal credit Union and had my jail account Frozen so nobody could add money to my account. So I wasn't allowed to turn in any of those other claims so over time since then which I'm still pending that same case from which this happened. So I was look at the policies cuz I was told by somebody that there's no way they can deny it because I was in jail and each month I had called them with the jail did you representatives and the sheriff 's department stamped off on for them and they still kept not shutting my account down and these people were allowed to order debit cards again and again and again new debit cards XXXX of them. So I didn't understand how I was denied at all. Because I don't affiliate with those people anymore not ever since that happened I've never talked to them again I didn't even get out of jail and go home because I took and sold on my stuff so I moved somewhere else out of jail but I couldn't even bond out of jail the first month which I could have been fought it from the outside but because they kept allowing people every month that we shut it down they didn't actually shut it down they allowed people to call and say that they were me and get more debit cards sent to the house even though the XXXX XXXX department was the XXXX calling and getting it done with me they were the primary persons getting it done I had to be there for a verification but every time we called to get it shut down all XXXX times we had given them the evidence they needed that I was in jail they proof sure if even signed off on it but they never shut it down and I kept losing money and had to stay in jail until XXXX time at the end that we called them they finally changed the account by shutting the first XXXX down and giving me a new one and I was able to get out within a week. But this time I called somebody XXXX weeks ago and Navy Federal finally got somebody that would look it up it took about an hour of me waiting on them looking it up and they got a hold of me and gave me the date of the turned in claim which was not even a month after I got out because I had to take care of all the FTC reports to get that for them and the FBI ic3 report claim number for them and I did a mail fraud claim and got the report number for them and gave them all that and I gave him the department of Justice representative memo that said that they were stealing my money and I gave him my jail incarceration dates information and XXXX released information and was denied. But this new lady I called XXXX weeks ago that worked on the XXXX department Navy Federal looked it up waited a while and she said it wasn't denied which doesn't make sense because it was denied back then and I was told I couldn't appeal it and I couldn't file for it because I thought I did it how did I do it how did I order more debit cards you can't call them from jail unless you call with the sheriff because they can help you with your outside responsibilities but you can not call from a jail phone to the bank I had no access to contact them and no internet we are not allowed those things we are only allowed to call personal numbers and you can't three-way and you can't call any businesses. You don't call your lawyer and your loved one I don't have any loved ones. But this lady told me that there was no denial and what I needed to do to refile and she said do the same way you'll fill out the paperwork which took a long time it took a really long time to do it again and I'm XXXX right and I have XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and it's really hard for me to do this type of thing but I did it again anyway I was told to do each debit card that was different that they ordered cuz I had to do different claim for each card which how did I order debit card sent to my house when I'm in jail. And then I did it I did all of it I did all XXXX months or XXXX and a half months of claims I already have it all written out and done with you exactly the way she said to do it and I told her what evidence I had and she said that's more than enough I even after that added way more evidence. And again I'm labeled the people that did this and that they lived at my house that I was renting the basement of and I was renting it legally. And then I even gave this time a lot more evidence which XXXX piece of evidence included an admittance from XXXX of the people that I labeled on the paperwork. They responded which I turned it in a week ago was first claim and it's roughly around {$9000.00} and I was given a reply back because they told me to do it on the messenger app or the messenger part on their app their banking app. So I turned it in all of it with the evidence made sure it all went through I've even called somebody to make sure after they replied to make sure that all the evidence was in there that they could see each individual piece they can pull up and look at and they said yes and they made a note that all the evidence was in there but I replied to them before I had called them to make sure they had all the evidence that all the evidence was in there and why are you asking me this question when that charge that they were asking me about because they asked me about a $ XXXX that wasn't even on the paperwork for the claim but they asked me to get the vendor 's name and the date that it was charged for the claim I replied to them like I don't understand that all of its in the evidence all of it's in there cuz I even did really long descriptions like this in detail and then told him I had the evidence in there to prove the detail. So them asking me about a charger that's not even all my claim and then telling me they can't do anything or even start it until I give them the information is ridiculous so I called them I asked them if they could see all of it in the system all the evidence individually each piece they can open it while I was on the phone with them they said yes and they put a note in there and they told me that each time I do a reply on the message part of the app they're banking app it would take XXXX days approximately for them to get back to me so they wasted 4 days already on something that's not even in my claim like they look at somebody else 's stuff and they wrote a reply to mine now every time they reply and I reply back I got to wait XXXX days for them to reply back so they replied back XXXX days later saying hey we received your claim and we're going to get it started okay I can't even see it online on the web or on the app that they've even started a claim. It's been 2 years and they wrongfully denied me fraud claim because I was incarcerated and I used the sheriff 's department properly to get it done right on getting my account shut down so they couldn't keep stealing my money but it didn't work and they have the phone calls that are recorded. And now they're just playing games and I can't even see if there's an open claim because online you can view all your claims that are open. They deny me my right money my compensation from the VA and social security for combat injuries I've accrued in combat made me lose out on all the money I was supposed to have that was mine and I got out with nothing then they denied me and I've been waiting 2 years to come to find out we did everything properly and then some from the jail to get my money stops for being taken and now they're still messing with me. I gave them about XXXX pieces of evidence that I turned in with this claim there's there's no way they can't deny it and was told I only needed XXXX pieces of that evidence. So I'm filing this so maybe something can get done or faster because I'm going to sue them if they don't do anything I gave them the Federal trade commission identity theft report number I got a week after I got out I reported it to the VA XXXX that's what I'm supposed to do so they were aware and mail fraud claim number I gave them and the XXXX FBI identities have claim I gave them. And I was told by a representative last week a different one that helped me out he was a supervisor that there was nothing I could do and that if somebody calls with my personal information they will give them what they want regardless of me calling from the XXXX XXXX department and me being in jail getting approval and signed off by the XXXX XXXX department with paperwork and everything they needed was sent to them every time I called and I was denied anyway. My bank I've had for a long time maybe Federal credit Union New my normal spending habits now the fact that I could go to a different gas station XXXX day they would pause my card I'd have to call and get it unpaused because of possible fraudulent activity but they let somebody charge my account from a cash app account that's what mine it was some girls who I found out that this lady had stolen her identity too and use her name for a XXXX XXXX XXXX XXXXend my money XXXX times in small charges to this cash app and that didn't seem weird to them that everything that they were doing is not my spending habits and they never shut it down they just kept letting them prove who they were which wasn't me. But this time I even send a copy of the admittance messages from these people and a lot more evidence even the XXXX XXXX XXXXat was used with all this money from the first month that lady whose name was on it said that the lady who's stealing my money with my landlord is the XXXX who stole her identity XXXX years before that because she had stolen her paperwork while she was in jail with her and XXXX XXXX and I sent those messages. I even sent my lawyer 's name and information so they can talk to him if they need to. But the supervisor I talk to you last week said that nothing they can do about it that is ridiculous why is there only XXXX person out of a thousand I can call and Navy Federal that knows what they're actually doing and will help me. I don't know what to do I need my {$20000.00} back. Because I've been struggling ever since coming back from this and everything I lost. Find out I didn't do anything but the right thing through them and then some and they denied me now there's no denial in the system it's crazy XXXX quoted text

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