Consumer complaint received 2024-11-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
Privacy Breach : My concern about the issue below has been met with combativeness and a dismissive behavior fro

m Navy Federal representatives. Who would admit to the information, in reference to my balance, if it wasnt true. I have a right to my privacy and the lack of care I received for my concern of exposing my information is uncomfortable. 1st Email : Request for Further Investigation into Privacy Breach Dear [ Navy Federal Customer Service ], I am writing to follow up on a serious concern regarding a potential privacy breach involving my account information. Yesterday, I contacted Navy Federal with an alarming issue : one of your representatives exposed my account information to my father, which I find deeply troubling, especially given the sensitive nature of ba
nking and privacy.

I received a response stating that after reviewing the call, the representative did not provide any account information. However, I respectfully request a more thorough investigation into this matter, as I would like to provide clarity on the events that transpired during the interaction.

Heres a summary of what happened 1. My father initially called to transfer {$100.00} to my account. During this call, the first representative gave my father my account balance.

2. After hanging up with the first representative, my father called me to inform me that my account was negative {$42.00}. He also asked if I still wanted him to deposit the {$100.00}. When I asked how he knew my balance, he told me the first representative had provided it to him.

3. My father then called back to complete the transaction with a second representative. This second representative did not disclose any account information, so there is no issue with that call. The issue lies with the first representative who gave out my balance.

Given these facts, I respectfully request that you review the first call made by my father, as this is where the privacy breach occurred. I believe this review will confirm that the first representative was the one who disclosed my personal account information.

I trust that you will take this matter seriously and I look forward to your prompt response regarding the further investigation.

Thank you for your attention to this matter.

Sincerely, 2nd Email : Dear [ Navy Federal Customer Service ], I am writing to express my continued concern regarding the mishandling of my account information and the response Ive received from Navy Federal regarding the recent privacy issue.

As mentioned in my previous communication, I am certain that my account was negative prior to the transaction in question, as I log into my account every morning around 3 a.m. to check my balance. My father confirmed my account balance as negative, and the first representative provided this information to him during his call. However, after Navy Federals review, I was told that there was no record of the call and that my account was not negative, which directly contradicts my experience and the facts.

I find it deeply troubling that Navy Federal is insisting that my balance was always positive and claiming that no privacy breach occurred, especially when I have firsthand knowledge of the situation. It seems as though the bank is attempting to cover for the representative involved by denying the issue and gaslighting the situation. I understand that no one else can access or alter my account balance, but the fact remains that my privacy was compromised, and Navy Federal has not taken responsibility for this breach.

At this point, I feel that my concern has not been taken seriously, and I would appreciate a more thorough investigation into both the call records and the handling of this issue. As a valued member, I expect transparency and accountability when my privacy is at risk. I would also appreciate any further action you can take to ensure that this situation is properly addressed and that my privacy is protected moving forward.

Thank you for your time and attention to this matter. I look forward to your prompt response.

Sincerely, 3rd Email Subject : Concern Regarding Lack of Accountability and Dismissive Response Dear [ Navy Federal Customer Service ], I am writing to express my deep concern about the handling of my recent privacy issue, as outlined in my previous correspondence. Unfortunately, my concern has been met with a dismissive attitude and combative behavior from Navy Federal representatives, which has only added to my frustration.

In reference to the disclosure of my account balance, I stand by my statement that my balance was negative at the time of the call. Who would admit to such information if it were not true? It is extremely troubling that, despite providing this context, I am being told that no privacy breach occurred, and my account was never in the negative.

As a member of Navy Federal, I have a fundamental right to the privacy of my account information. The lack of care or urgency shown in addressing my concerns is uncomfortable and disappointing. My expectation was that Navy Federal would handle this matter with professionalism and accountability, but instead, I am left feeling unheard and disregarded.

I ask that this issue be taken seriously and that a more thorough investigation be conducted. I expect a response that acknowledges the seriousness of this situation and ensures that my privacy is respected and protected moving forward. 

Thank you for your attention to this matter. I look forward to your prompt reply.

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