Consumer complaint received 2026-03-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
Below is the exact message I sent to NFCU on the E-Message in the Navy federal app. I am requesting that you send me the Zero Liability Fraud Policy, specifically highlighting the part that states Navy Federal will only credit the members ( victims ) account, only if the money is retrieved from the person ( s ) that committed the fraud. I have searched and attached the verbiage I could actually find and none of the verbiage supports such claims that has been stated to me via phone conversation. I was told that my account was only credited {$13000.00} because that was the amount that could be retrieved from ( REDACTED ). {$12000.00} is still owed to me. I have been respectfully communicating with NFCU for XX/XX/XXXX years on this matter out of court to handle this issue at its lowest point. I am getting bounced around between the Fraud Department, Charge XXXXff Department, and Member Services Department. Because of the fraud my my checking line of credit was charged off and sold to XXXX XXXX XXXX. XXXX XXXX XXXX close the account and wiped the debt off of my credit report due to fraud. Therefore I can not provide new evidence on such matter. The results of this matter has put a flag on my account where I can not get a checking account. This issue has cause so much pain and suffering on myself and family and I just need some resolution. Please credit my account the remaining amount owed to me. I signed a contract in boot camp back in XXXX believing that I would be protected from fraud. Again, I would also request that you send me the fraud policy documentation supporting your claim on why the remaining amount is not returned to me. Lastly, I am requesting that my membership be restored to its original state before I was a victim of fraud. It is not my fault that NFCU sold an account that was fraudulently impacted. Please fix these issues and/or give me proper details and documents on why I am being denied. As of today XX/XX/XXXX I just got off the phone with the Charge-Off Department and was on hold for XXXX and XXXX because she needed to speak to the Fraud Department for an account that they sold prematurely before the fraud claim was finalized in my favor. The results of this matter is me still being shorted {$12000.00}. The reason for that as was told to me is the {$3500.00} ( {$13000.00} minus all that was owed ) was place in my Savings because thats all they could get from the person that committed the fraud which is also a NFCU member. I asked for the policy which states that and got no response. The second matter is the Checking Line Of Credit that was sold. This is preventing me from getting a checking account because there is an alert on my account. No one wants to help and I am being bounced between the Charged-Off Department and the Fraud Department . At first I wasnt sure if it was some type of discrimination going on, but at this point I feel it is for sure.

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