Consumer complaint received 2024-02-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
OnXXXX my banking account with Navy Federal Credit Union was compromised due to fraudulent activity. To sum things up, I applied for a loan on XX/XX/XXXX online and received a call from a company ( XXXX ) and it was communicated to me that I had been approved for a {$5000.00} loan. I provided all the necessary information that was requested and shortly after realized my banking account had been hacked. I immediately reached out to Navy Federal to inform them of the activity and was instructed to move the money to another account until they were able to rectify the credit and this was done per the customer service reps instructions. Due to the fraudsters logging into my account without my permission they were able to generate credits on my bank account that reflected a {$4500.00} credit, which were disputes made by these scammers and caused my ledger to show a positive balance of {$4500.00}. The following day, XX/XX/XXXX NFCU reversed the credits which in turn left an overdrawn balance on my personal account and also affected my child 's account due to a fraud claim being denied due to a lack of information that wasn't provided to the Fraud department because they never reached out to myself for the requested info. I was told on several occasions that though my account held the origination of the fraud, I was denied the opportunity to do so by several employees as well as supervisor 's. I was given the run around on Federal policies in the state of Georgia, along with the rules and regulations of the NCUA, FTC and CFPB.I made numerous attempts to file complaints, escalate to a higher chains of command and filing formal complaints, with federally regulated banking organizations. During this process, I encountered a few extremely rude and unprofessional bank employees who refused to offer help to myself and my child due to her account being over drafted. In particular, there was an employee whose name was XXXX, who become very short tempered and refused to offer assistance and denied transferring my phone call to upper management and rudely hung up in my face in the midst of us trying to have an amicable conversation about the rules on Overdrafted Accounts. While juggling all the stress and mental anguish of refusing to be assisted and informed of the bylaws and policy and procedures of the credit union, I walked away defeated in every conversation. It was mentally, emotionally exhausting to say the least. To add insult to injury, my e-checking account was overdrawn by - {$3.00} due to the financial institution ( Navy Federal Credit Union ) denying my request of " revoking authorization '', closing my account until we could get the situation rectified on XX/XX/XXXX. Again, I walked away stressed and having feelings of over extending myself for a lost cause. Overall, there was a total of over {$6800.00} that was transferred from my account, to my personal account/daughter 's account ( aggressive collection practices ) and several protected payments that were withdrawn from my account to satisfy some of the balance on my daughter 's balance on her account. When asked for a reversal of the funds due to them being protected/exempt payments, it was stated to me that NFCU had the right to draw out however much money they deemed necessary, even if it left the acct holder 's account in Overdraft. I requested over the phone and in the branch and to have my old account closed after the $ XXXX balance was settled and again the answer from all Navy Federal employees was, " NO ''! Conveniently, I was able to call customer service on XX/XX/XXXX and demand for my account to be closed. At this point, interestingly they agreed to close my checking account, which I would like to share had a negative balance because more funds than were available in the account were removed and left it in a deficit state. When questioned about this practice, no one was able to give an answer. I have followed the chain of command and exhausted all available resources to try and have these issues resolved with no luck! I would like for the Consumer Financial Protection Bureau to look into the aggressive and unethical practices of Navy Federal Credit Union., People are being handled unprofessionally on a daily basis without any legal recourse. To top everything off, my online banking access was blocked and denied due to my account being compromised and demanding that I return to the local branch ( which I had previously done a few days prior, with no avail ) to see if they could reactivate my access. This has been an absolute nightmare and I would like for the situation to be resolved immediately.

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