Consumer complaint received 2025-06-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
In XX/XX/XXXX I was alerted to the fact that my name and social security number were fraudulently used to open, or attempt to open, several revolving accounts with various financial institutions. I immediately put a freeze on my credit with the XXXX major credit bureaus and filed a report with the FTC regarding the fraudulent accounts I was aware of. 

Several months later, sometime in XXXX XXXX, I was made aware of an additional revolving account, from Navy Federal Credit Union , that hadn't populated on my credit report during my initial investigation. 

I have never, nor have my family members, ever been a customer of Navy Federal Credit Union. I have never, nor have my family members, ever been a part of the military. 

I immediately called the business and reported the fraud and was told an investigation would be opened at which time I would be contacted by a member of the investigative team for either further information or to let me know of a resolution. 

After a few months of no contact I called the customer service line back for an update. I was told the investigation was ongoing. Additional phone calls were made by me to the business for updates as XXXX moved along and were ALWAYS accompanied by " the investigation is ongoing '' response. During this time I never received any communication, via phone call, e-mail, snail mail, etc. from the business. 

Towards the end of XXXX I began receiving collection calls regarding the account. This was concerning because I understood this to mean that the company had written off the account and sold it to a debt collector which made me think either there was no real investigation taking place or a determination had been made in the investigation and not communicated to me. 

In XXXX of XXXX I called the business determined for an update or to speak directly with a member of the investigative team handling my case. I was told again that the investigation was ongoing and that the members of the investigative team aren't able to speak directly with consumers. I should just keep calling back for updates. 

In XXXX of XXXX another call was placed to the business. I was placed on a long hold and then told by the customer service representative that they had spoken to a member of the investigative team and to relay that the investigation was ongoing. I insisted on speaking to a supervisor. I spoke to supervisor " XXXX '' who claimed on the call that he could find no notation on my account of any ongoing investigation and/or resolution. He advised I fill out a XXXX appeal form to facilitate a proper response by the investigative team and provided an e-mail address to send it. I promptly filled out the form suggested and e-mailed it to XXXX as prompted. 

Again I heard nothing from the business. No phone call, no e-mail response, no snail mail. 

XXXX of XXXX I called the business for an update. I was told that my account was frozen and since there were no security specialists working on the weekends the customer service team could provide me no update. I was encouraged to call during business hours on a weekday. 

XXXX of XXXX I enlisted the services of XXXX XXXX XXXX to assist me with attempting to resolve this case directly with Navy Federal Credit Union. Together, we called the business on XX/XX/XXXX. After a brief conversation with the customer service representative I was transferred to supervisor " XXXX. '' XXXX informed us that supervisor " XXXX '' may have suggested the wrong form for me to fill out back in XX/XX/XXXX and pointed me to a new form " Declaration of Forgery/Fraud. '' He suggested I fill this out and e-mail back to the Security Appals address and told me he would " escalate my inquiry '' directly to a security XXXX. I filled the form out and e-mailed it back immediately. I was told I would be hearing back in the next XXXX business days. 

No communication was received from the business so I called back on XX/XX/XXXX and spoke to a customer service representative. I was told that it may take up to 90 days to finalize my case at which point will receive a letter in the mail inclusive of the resolution. 

XX/XX/XXXX I received a letter in the mail from Navy Federal Credit Union, that was dated XX/XX/XXXX, which stated that a second fraud review ( I never received any communication about an initial fraud review resolution ) has found no error on their part and I am wholly responsible for the fraudulent transactions. The letter included the wrong name, assumably the incorrect version of my name used to open the account, in the header. 

XX/XX/XXXX I called the business in an effort to speak directly to someone who could explain the decision of denial to my fraud claim. I was transferred to supervisor " XXXX. '' XXXX could not provide any further information regarding the denial. I asked if he could provide insight into any further documentation I could provide that would help the business reconsider this outcome. He was not forthcoming with any specifics on that front. I asked to obtain a copy of the original application used to open the account. XXXX said I would need to mail a handwritten letter to a provided address to obtain that. He stated that he could not guarantee I would receive any response. 

And here I am submitting this as somewhat of a last resort to attempt to resolve this with Navy Federal Credit Union directly.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief