Consumer complaint received 2026-04-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
Company Names : Navy Federal Credit Union ( primary ) XXXX XXXX ( receiving institution ) Product : Bank Account / ACH Transactions Issue : Unauthorized Transactions/ Fraud / Failure to Investigate Complaint : I am submitting this complaint regarding ongoing unauthorized ACH activity on my account and the lack of resolution from both Navy Federal Credit Union and XXXX XXXX. On XX/XX/year>, an unauthorized ACH debit in the amount of {$1000.00} was processed from my Navy Federal account. I did not authorize this transaction and do not recognize the recipient. The ACH trace number associated with this transaction is : XXXX. Following this, there were two additional unauthorized ACH attempts in the amounts of {$310.00} and {$360.00}, which were returned due to insufficient funds. Most recently, on XX/XX/year>, there was another unauthorized ACH attempt in the amount of {$570.00}. This pattern clearly indicates that my account information has been compromised and that unauthorized activity is ongoing. I reported this matter to Navy Federal Credit Union ; however, my claim was denied based on ACH return timeframes for business accounts. I was advised that because the request fell outside of the allowable return window, they were unable to process a return. While I understand ACH timing rules, this does not address the fact that these transactions were unauthorized and that fraudulent activity continues. I have obtained the ACH trace number and confirmed through my bank that the payment was sent to an XXXX XXXX account. Per Navy Federals instruction, I contacted XXXX XXXX. XXXX XXXX advised that the investigation must be initiated by my bank and did not provide further assistance or confirmation regarding the receiving account. As a result, I have been left without a clear path to resolution, with each institution directing me to the other while unauthorized activity continues on my account. Concerns : Unauthorized ACH transactions were processed without my authorization There is a clear pattern of ongoing fraudulent activity Navy Federal denied my claim based solely on timing, without adequately addressing fraud I was not provided sufficient support to resolve the issue XXXX XXXX did not assist in addressing the unauthorized payment received on their end I have been left without meaningful resolution Requested Resolution : A full investigation into the unauthorized ACH transactions Reconsideration of my claim based on fraud, not solely ACH return timeframes Coordination between Navy Federal Credit Union and XXXX XXXX to identify and recover the funds Implementation of safeguards to prevent further unauthorized activity Reimbursement for the unauthorized transaction I did not authorize any of these transactions and should not be held responsible for fraudulent activity on my account. Thank you for your assistance in reviewing this matter.

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