Consumer complaint received 2024-06-11 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
Below is a chronological account of the events and interactions with Navy Federal Credit Union ( NFCU ) and XXXX XXXX XXXX XXXX  ( XXXX ), along with the current status of our appeal and investigation. 

Monday XX/XX/year> : Our account was hacked, resulting in an unauthorized withdrawal Tuesday XX/XX/year> : My husband attempted to pay for a fingerprinting transaction as he prepared to return to work as a law enforcement officer for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The payment could not be completed.

Upon contacting NFCU, we discovered that our account had been shut down due to suspected fraud. NFCU stated they would investigate the matter. Our account was accessed remotely by ach and {$4900.00} was withdrawn by XXXX XXXX- a name that appeared on the transaction seen on our end. We do not know this person or have any connections. 

Wednesday XX/XX/year> : We followed up with NFCU and were informed that our fraud claim was denied, with NFCU suggesting the issue originated on our end. Seeking resolution, we drove from XXXX, GA, to the nearest branch in XXXX, GA, but received limited support. We filed a handwritten appeal but received no clear explanation regarding our account status or what to include in an appeal. We called the police from our local police department XXXX XXXX, GA Police Department who sent XXXX XXXX to our house. XXXX XXXX took our statements to understand our issue but did not write a report. He consulted with his supervisor then told us to call after the bank completed the appeal. 

Thursday XX/XX/year> : Persistent follow-ups with NFCU led us to a representative named XXXX, who provided some helpful details for my investigation. She mentioned that an email was sent to my husband 's email address with the header " Success Thanks for Confirming External '' from " XXXX '' at XXXX XXXX XXXX  on XX/XX/XXXX and that the {$4900.00} was sent to XXXX. The account number to XXXX was included in the attachments. 

Friday XX/XX/year> I contacted XXXX and spoke with XXXX in their fraud department. The contact information was available on their website. He advised me to send an email outlining the situation, which I did. XXXX stated that NFCU hadnt reached out to them regarding fraud connected to my account. 

Friday XX/XX/XXXX, In the evening, I spoke with XXXX from NFCU, who provided the account number to which the funds were transferred and confirmed that NFCU had sent the " hold harmless '' letter to XXXX on XX/XX/XXXX and that NFCU hadnt heard back from XXXX. 


Monday XX/XX/year> : I continued my follow-up with both XXXX and NFCU. XXXX from NFCU submitted a request for details on why the original claim was denied, as the response from NFCU on XX/XX/XXXX did not address my concerns. XXXX continued to iterate that appeals are worked in the order received. But also stated that we needed more information to help with the appeal which was why she submitted the request on her end rather keep sending me to the secure email.

Monday XX/XX/XXXX, I contacted XXXX. XXXX from XXXX informed me that the account in question was fully withdrawn and the funds were sent to XXXX They were in the process of following up to NFCU via their back end channels to the 'hold- harmless '' letter. 
I called back because I thought about the account. I wanted know if the account was closed or active. XXXX from XXXX confirmed that the account was closed and advised me to contact XXXX to see if they could trace the funds. She mentioned, once it leaves their back they no longer have visibility. I reached out to XXXX and spoke with XXXX XXXX in customer service, who directed me to email XXXX for further assistance. Both XXXX and XXXX at XXXX suggested I file a claim with IC3, which I did on XX/XX/XXXX. 

Tuesday XX/XX/year> : I called NFCU and spoke with XXXX, who informed me that my appeal into the review on fraud on my account was paused because we had not provided any additional documentation. We expressed to XXXX, as we have t

o many other NFCU representatives, that we need specifics from NFCU to know what to appeal. To date, there has been no adequate response. Current Status : We are seeking any assistance possible, as my family and I are in a difficult situation. I have just returned to work after nearly six months of unemployment, and we were recently paid on XX/XX/XXXX and XXXX. We are in desperate need of a resolution and your assistance in this matter. The financial distress caused by this fraudulent activity has put us in a very challenging position. I implore you to expedite the investigation and provide any support possible to recover the stolen funds.

Thank you for your attention and cooperation.

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