Consumer complaint received 2026-06-08 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: NAVY FEDERAL CREDIT UNION
State: LA

Complaint narrative:
I am submitting this complaint because Navy Federal Credit Union continues reporting multiple accounts that do not belong to me despite receiving notice of identity theft, an FTC Identity Theft Report, and multiple disputes. I do not own these accounts, I did not authorize these accounts, and I have never accepted responsibility for these accounts. Despite receiving documentation supporting my identity theft claim, Navy Federal Credit Union continues reporting the accounts and associated derogatory information, causing ongoing damage to my credit reports and financial reputation. This complaint concerns multiple Navy Federal Credit Union accounts that continue appearing on my credit reports as charge-offs, collection accounts, and accounts with extensive late payment histories. I discovered these accounts after reviewing my consumer reports and immediately disputed them because I did not recognize them. After discovering the accounts, I filed an FTC Identity Theft Report and submitted disputes to the credit bureaus and Navy Federal Credit Union. Despite these actions, the accounts continue to be reported. According to the prior CFPB complaint records, I repeatedly informed Navy Federal Credit Union that I do not own these accounts and that they are the result of identity theft. The accounts in question are reported with significant derogatory histories, including charge-offs, collections, and numerous late payments. The continued reporting of these accounts falsely suggests that I opened, used, and defaulted on Navy Federal Credit Union accounts when I did not. These inaccurate reports have significantly lowered my credit scores, damaged my financial standing, and created obstacles when applying for credit and other financial products. I filed an FTC Identity Theft Report because I believe these accounts were opened or used without my authorization. Once an FTC Identity Theft Report is filed and submitted, federal law provides protections to consumers who are victims of identity theft. I expected Navy Federal Credit Union to review my identity theft claim, investigate the disputed accounts, and provide documentation proving that I personally opened and authorized the accounts. Instead, Navy Federal Credit Union continued reporting the accounts and associated derogatory information. According to Navy Federal Credit Union 's prior response, the company relied primarily on account history and payment activity to conclude that the accounts belonged to me. However, payment history does not establish ownership. The existence of payments on an account does not prove who opened the account, who authorized the account, or who benefited from the account. Identity theft frequently involves accounts that show payment activity before becoming delinquent. The key issue is not whether payments occurred. The key issue is whether I personally opened and authorized the accounts. I repeatedly requested documentation proving ownership. Specifically, I requested signed credit applications, original account opening records, identity verification records, signature records, account origination documentation, and records showing how Navy Federal Credit Union verified the identity of the person who opened the accounts. These are the types of records that would establish ownership. Despite my requests, Navy Federal Credit Union did not provide documentation proving that I personally opened the disputed accounts. The prior CFPB complaint specifically noted that billing statements and account summaries do not establish that a consumer opened or authorized an account. Instead of providing original account documentation, Navy Federal Credit Union relied on account histories and payment records. Those records may demonstrate activity on an account, but they do not prove ownership. They do not establish that I opened the accounts, authorized the accounts, received the proceeds, or personally benefited from the accounts. As noted in my prior disputes, I dispute ownership itself, not merely the payment history associated with the accounts. I also requested a complete Method of Verification regarding the disputed accounts. I asked Navy Federal Credit Union to explain how the accounts were verified, what systems were used, whether the review was manual or automated, who conducted the review, and what documents were examined during the investigation. According to the prior complaint documentation, Navy Federal Credit Union failed to provide a meaningful verification methodology, audit trail, explanation of how identity theft was ruled out, or confirmation of human review. This failure is significant because consumers have the right to understand how disputed information was investigated. A generic statement that an account belongs to a consumer is not sufficient. If Navy Federal Credit Union truly investigated my identity theft claim, it should be able to identify the records reviewed, the investigative steps taken, and the evidence used to determine that the accounts belong to me. To date, I have not received that information. Another major issue involves Navy Federal Credit Union 's continued reporting of the accounts after receiving my FTC Identity Theft Report. Under federal law, identity theft claims trigger specific obligations. Once a consumer provides an identity theft report and disputes ownership of an account, the furnisher and consumer reporting agencies are required to take appropriate action. My prior complaint specifically noted that Navy Federal Credit Union continued reporting the disputed accounts despite receiving notice of identity theft. I believe Navy Federal Credit Union failed to conduct a proper identity theft investigation. A proper investigation should include reviewing original account opening records, examining identity verification procedures, reviewing application information, reviewing signatures, analyzing IP address information when available, examining device information, reviewing contact information used at account opening, and determining whether the person who opened the accounts can be positively linked to me. Based on the documentation provided thus far, it does not appear that Navy Federal Credit Union performed this type of investigation. I am also concerned that Navy Federal Credit Union improperly shifted the burden of proof back onto me. I filed an FTC Identity Theft Report, submitted disputes, and provided supporting information. After receiving these materials, the burden shifted to Navy Federal Credit Union to demonstrate that the accounts belong to me. Instead, the company continued to request additional information while failing to provide the documentation necessary to prove ownership. The prior complaint specifically raised concerns regarding improper burden shifting after an FTC Identity Theft Report had already been submitted. The continued reporting of these accounts has caused significant financial harm. The accounts appear as serious derogatory items on my credit reports and create the impression that I incurred debt and failed to repay it. As a result, my credit profile has been negatively affected, my credit scores have been reduced, and my ability to obtain favorable financing has been impaired. These consequences continue every month that the accounts remain on my credit reports. I also dispute the associated late payment histories reported in connection with these accounts. The late payments are derived from accounts that I do not recognize and did not authorize. If the accounts themselves are fraudulent or the result of identity theft, then the late payment histories associated with them are likewise inaccurate and should not continue appearing on my credit reports. Furthermore, Navy Federal Credit Union 's response does not adequately address why multiple disputed accounts continue appearing across different credit bureaus with varying derogatory histories. The prior complaint specifically raised concerns regarding duplicate and inconsistent reporting and requested explanations regarding why the accounts continued to appear despite active disputes. Those concerns remain unresolved. I respectfully request that this complaint be reviewed as a continuation of my ongoing effort to correct inaccurate information resulting from identity theft. I have consistently maintained that these accounts do not belong to me. I have consistently disputed ownership. I have consistently requested documentary proof establishing that I personally opened and authorized the accounts. Despite these efforts, Navy Federal Credit Union continues reporting the accounts. The resolution I seek is straightforward. I want Navy Federal Credit Union to provide competent documentary evidence proving that I personally opened and authorized each disputed account. This evidence should include signed applications, account opening documents, identity verification records, signature records, and any other documentation demonstrating that I knowingly entered into the agreements. If Navy Federal Credit Union can not provide such evidence, then the accounts should be deleted immediately. I also request removal of all associated derogatory information, including charge-off notations, collection reporting, 30-day late payments, 60-day late payments, 90-day late payments, and any other negative account history associated with the disputed accounts. Because I do not own these accounts and filed an FTC Identity Theft Report, the continued reporting of this information is inaccurate and harmful. I have acted in good faith throughout this process. I reviewed my credit reports, identified accounts that I did not recognize, filed an FTC Identity Theft Report, submitted disputes, responded to requests for information, and repeatedly requested proof of ownership. Despite these efforts, Navy Federal Credit Union continues reporting the disputed accounts without providing the evidence necessary to establish that they belong to me. For these reasons, I respectfully request that the CFPB require Navy Federal Credit Union to conduct a complete identity theft investigation, provide all supporting documentation relied upon in its determinations, and remove all accounts and derogatory information that can not be proven to belong to me. My goal is to ensure that my credit reports accurately reflect my true financial history and that fraudulent or identity theft-related information is removed immediately.

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