Consumer complaint received 2025-11-13 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: NAVY FEDERAL CREDIT UNION
State: WA

Complaint narrative:
b'Dispute With Navy Federal Credit Union:\nI had an intrusion of my computer and an authorized transfer of funds to some unknown individual?  This theft/crime was well organized.  The execution on a Tuesday evening had me witnessing two cursors on my monitor!  No backup support at the hour and not a clue what was happening. As stated in the statements below:\n\n-\tI did not as accused Authorized or participated in the activity.    My computer was invaded without my knowledge.  I was not deceived not compliant in any manner.\n-\tI did not make a claim the morning I saw and called the fraud department of Navy Federal.  I made a report.\n-\tBetween the midnight hour the transaction was carried out on my invaded computer, taken over by the thieves, and my reporting there was extremely limited time for a automated clearing house (ACH) transaction to occur.  Interesting that every other time I initiated a funds transfer a message was sent to my XXXX account informing me about important information.   None this time.\n-\tNavy Federal has been called to task for their lack of investigating.  Only one investigating this action is myself and the staff at Last Stop.  Navy Federal did not investigate.  \n-\tNavy Federal told me verbally they would not contact Wells Fargo.  Their purpose is to prevent, not investigate  Same statement as at the time of the identify theft and home invasion.\n-\tWells Fargo told me this morning, XXXX XXXX XXXX, I could not discuss with anyone and had to work with Navy Federal.\nA proposed next step is to have a verbal discussion with someone in Fraud Security.  I have no expectations of success with this.  I am seen as a peon in their self-preservation hierarchy \n________________________________________\nMy response to the below:\nIt is the responsibility of Navy Federal to communicate with XXXX XXXX.  A trace number is an item for which Navy Federal staff has understand plus the route of contact.  I did call the sole/only means of contacting Wells Fargo -customer service.  I do not have an account for allow \'verification\'.  I will make mention to my legal counsel this is the first time no \'Important Information About Your Transfer\' was not posted, if a transfer was made.   I made a report on the morning of XXXX XXXX.  Claim process was not discussed.  Not until the evening of XXXX XXXX after having all computer related devices analyzed did the lady to whom I spoke stated \'a claim had not been made\'.  She subsequently made a \'claim\' and provided information to me.  As requested reinstate the funds!  \n________________________________________\XXXX\nResponse from Navy Federal\nThank you for choosing Navy Federal. We received communication from our Call Center that you are attempting to recall an ACH sent to XXXX XXXX. Per our Security Department\'s decision, you are responsible for the activity disputed in your claim therefore, you will have to work with XXXX XXXX directly to try to recover the funds. The payee can provide the trace number XXXX,  to XXXX XXXX  to track the funds and resolve with them.\n\nFrom: XXXX XXXX XXXXnSent: Thursday, XXXX XXXX XXXX XXXX XXXX\nTo: XXXX XXXX  \nSubject: Fraud Denial, Brochure/Form Request, XXXX Police Report, Incident (Case Number) XXXX\n\nFrom: XXXX   \nSent: Thursday, XXXX XXXX XXXX XXXX XXXX XXXXnSubject: Citizen Report Notification - XXXX\nThe Citizen Report with tracking number XXXX  has been processed.\n________________________________________\nYour formal report has been processed and filed with the XXXX  Police Department under incident number: XXXX. This is the number that you would use for insurance purposes.\nFor any additional information, correspondence, or inquiry, please refer to this incident number when contacting the XXXX  Police Department.\nThank you for using the Online Crime and Lost Property Reporting System. Your report is now complete. \n________________________________________\nXXXX XXXX XXXX XXXX XXXX Report Non-Violent Crimes In XXXX.  Tracking number is XXXXnA complex scam was initiated, to the current best of our investigative knowledge on, probably before, XXXX XXXX XXXX to take get into my computer to rob funds from one of my Navy Federal Credit Union accounts.  The attempt after the planting of software by unknown persons and methods on my desktop resulted in an action to withdraw XXXX XXXX  in the name of \'XXXX XXXX to a XXXX XXXX Account.  The action was initiated, per Navy Federal personnel, about \'midnight\'(unknown time zone). I discovered the attempt the morning, around XXXX, of XXXX XXXX XXXX  on my website.  I immediately notified Navy Federal Credit Union of this via phone and discussed with a fraud specialist.  On XXXX XXXX I took all my devices to XXXX XXXX XXXX XXXX XXXX XXXX XXXX for analysis.  XXXX, employee, at XXXX XXXX reviewed programs on the computer discovering the software additions to my computer that had been made on or around XXXX XXXX by unknown persons and unknown methods. I had no visitors not allowed no one to use my computers.  On XXXX XXXX I was preparing to go to XXXX XXXX XXXX to work on my condominium.  I left on the XXXX I returned to XXXX  on the XXXX  due to items forgotten, and re-departed to XXXX XXXX XXXX XXXX XXXX XXXX. I feel this is part of the massive home invasion and identity theft that occurred on XXXX XXXX XXXX XXXX XXXX  is my detective of record and multiple cases have been filed with the XXXXXXXX  Police Department.\n________________________________________\nShowing results for Consumer Financial Protection Bureau (CFPB) investigation into Navy Federal\nSearch instead for Consumer Financial Protection Bureau (CFPB) investigation\nAI Overview\nThe CFPB terminated a XXXX XXXX  overdraft fee settlement with Navy Federal Credit Union in XXXX XXXX, reversing a previous order for the credit union to refund consumers and pay a civil penalty. Before the termination, the CFPB had ordered Navy Federal to refund over XXXX XXXX and pay a XXXX XXXX penalty for alleged illegal overdraft practices. Separately, Navy Federal previously settled with the CFPB for XXXX XXXX over allegations of unfairly imposing certain fees on debit transactions. \n\n    Overdraft fees: In XXXX XXXX the CFPB ended a XXXX XXXX settlement with Navy Federal, which had alleged illegal overdraft practices. This reversed an earlier order for the credit union to pay over XXXX XXXX  in refunds and a XXXX XXXX  penalty, according to the Consumer Federation of America and XXXX XXXX.\n    Unfair fees: In a separate case, Navy Federal paid XXXX XXXX to settle claims that it breached its account holder agreement by unfairly imposing certain fees on debit transactions, notes Consumer Action. \n\n________________________________________\nNavy Federal has been the subject of poor investigations in several contexts, including a class-action lawsuit settlement for allegedly denying fraud claims, a \nConsumer Financial Protection Bureau (CFPB) investigation into deceptive debt collection, and reports of mishandling fraud claims related to the "parking lot scam". Additionally, a separate issue involves allegations of discriminatory mortgage lending practices and an investigation into the denial of fraud claims by customers. \nFraud and debt collection\n\tClass-action lawsuit: Navy Federal reached a proposed XXXX XXXX  settlement over allegations that it improperly rejected fraud claims, particularly after accounts were drained by unauthorized users. The lawsuit alleged the credit union failed to comply with federal rules regarding fraud investigation and member notification.\n________________________________________\nXXXXnStephenson v. Navy Federal Credit Union\nis a class-action lawsuit that alleged the credit union violated the Electronic Funds Transfer Act (EFTA) by improperly denying members\' unauthorized transaction claims and failing to provide sufficient explanations or documentation. The case has resulted in a proposed XXXX XXXX settlement, which would compensate approved claimants and require Navy Federal to revise its explanation letters. \n\XXXX________________________________________\nIf a fraud or theft claim with Navy Federal is denied, you should first review the reason for the denial and gather additional supporting documentation, such as a police report or more transaction evidence\n. You can then ask to speak with a fraud specialist at Navy Federal for a second review or file a complaint with the CFPB or the NCUA. It is crucial to report fraud as soon as possible and distinguish between fraud and scams, as you are not covered by the zero-liability policy for scams where you authorized the transaction. \nIf your claim is denied\n\tReview the denial reason: Understand why your claim was denied to determine the next steps.\n\tGather more evidence: Collect additional documentation that can support your claim, such as screenshots of fraudulent emails, a police report, or statements showing unauthorized activity.\n\tRequest a second review: Contact Navy Federal and ask to speak with a fraud specialist to have them review your case again.\n\tEscalate the issue: If you believe the denial was unfair, file a complaint with the Consumer Financial Protection Bureau (CFPB) or the National Credit Union Administration (NCUA). \n\t\nHow to file a fraud claim\n\tReport it immediately: The sooner you report the fraud, the better your chances of stopping or reversing the transaction.\n\tUse the correct forms and addresses: Navy Federal has specific forms and mailing addresses for different types of fraud. For example, use the Statement of Forgery form for debit card fraud or the Declaration of Forgery/Fraud form for other account types.\n\tSubmit the claim: You can typically submit claims online, by mail, or via eMessage. \n\t\nImportant considerations\n\tFraud vs. scams: Navy Federal\'s zero-liability policy covers fraud but not scams where you authorized the transfer yourself, even if you were deceived into doing so.\n\tProvisional credit: Navy Federal may issue a temporary, provisional credit, but this can be removed if the claim is not validated.\n\tIndividual review: Navy Federal states that each case is reviewed individually based on available evidence, and outcomes may vary.\n________________________________________\nXXXX XXXX?? This is Fraud to the best of my knowledge: ACH ORIG DEBIT - XXXX XXXX XXXX XXXX Pending Transaction Date (ET) XXXX XXXX XXXX Posted Date (XXXX) Pending Balance XXXX  Transaction Type ACH Debit   XXXX XXXX Account.\n\nXXXX    Appeal decision that I may have been involved.  Denial Authorized or participated in the activity.      \n________________________________________\nFrom: Navy Federal Credit Union  \nSent: Wednesday, XXXX XXXX XXXX XXXX XXXXnTo: XXXXnSubject: Brochure/Form Request\n\nYour Brochure/Form Request\n \n\n\n\nNavy Federal Security Zone:\nEmail for XXXX  | XXXX XXXXBrochure/Form Request\nThank you for allowing us to assist you today. The form(s) and/or brochure(s) you requested can be located by clicking the following link(s):\n\tSECURITY APPEAL (XXXX)\nA PDF reader may be required to view the linked document(s). You can download a free PDF reader at hXXXXIf you need additional information, contact us.\n\n\n\n\n\n\n\nOur Members Are the Mission \n\n\n\n\nContact Us  |  Security  |  Mobile Banking  |  Privacy Policy\n \nPlease do not reply to this email. This email is being sent from: Navy Federal Credit Union, XXXX XXXX XXXX XXXX XXXX XXXX \n  Equal Housing Lender |  XXXX  Navy Federal Credit Union. All rights reserved. NFCU DNS XXXX XXXX \nNavy Federal is federally insured by NCUA.\n\n________________________________________\n\n*Navy Federal does not provide, and is not responsible for, the product, service, overall website content, security, or privacy policies on any external third-party sites. The Navy Federal Credit Union privacy and security policies do not apply to the linked site. Please consult the site\'s policies for further information.\n\nNavy Federal has not request an appeal using their form be done.\n \nThanks.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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