Consumer complaint received 2025-04-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
Im writing to formally request a thorough review of my identity theft case involving a fraudulent Navy Federal Credit Union credit card account that was opened in my name. 

In late XXXX ( between the XXXX and XXXX ), I temporarily lifted my credit freeze through XXXX in preparation for a background check related to a potential job offer. While reviewing my credit report, I noticed an unfamiliar line of credit ( for {$23000.00} ) under Navy Federal Credit Union. Believing it to be an account error, I immediately disputed the item through XXXX re-froze my credit, and contacted Navy Federal for more information. 

A representative informed me that a credit card account had in fact been fraudulently opened using my personal information and had been active for some time. I promptly closed the account, flagged it as fraudulent, and took the necessary steps to report the situation. I filed an identity theft report with the FTC, signed a forgery affidavit, re-froze my credit, and submitted all relevant documentation as advised. 

After continued communication with the fraud department, I discovered that the individual responsible was a family member, XXXX XXXX, who had access to our previously joint Campus Checking Account. She maintained sole control over that account. Using features on the NFCU website, she was able to suppress the fraudulent credit card account from appearing on my profile and prevent any account-related mail from being sent to my address, effectively concealing its existence. She added herself as an authorized user, obtained XXXX cardsone under my name and XXXX under hersand used both for online and in-store purchases. Futhermore, I XXXX XXXX XXXX XXXX also had the incentize to do this because she filed for XXXX XXXX XXXX  not too long before creating the account which severly limited her credit options and she sought to abuse my credit profile as a scapegoat. 

Throughout the life of this XXXX XXXX XXXX account, I never had access to any associated cards, never had login credentials to my Navy Federal account, and never authorized XXXX XXXX or anyone else to open a line of credit in my name. I believe she deliberately withheld all relevant account information, including statements and passwords, to prevent me from discovering the account. 

Although I have submitted all required documents and communications, Im concerned that my claim was dismissed without proper review. A representative recently informed me that some of my earlier secure messageswhich included key evidencemay have been deleted. I have since filed an appeal and reported XXXX XXXX to law enforcement for identity theft. That police report is currently pending finalization. 

I respectfully request that Navy Federal thoroughly review the documentation Ive submitted, give full and fair consideration to my identity theft claim, and take the appropriate steps to investigate and pursue action against the responsible individual. I would greatly appreciate the opportunity to have my full caseincluding all documentation, messages, and reportsproperly reviewed and acknowledged and that NFCU takes the steps to pursue XXXX XXXX for identity theft and credit card fraud.

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