Consumer complaint received 2024-07-06 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: WA

Complaint narrative:
On XX/XX/year> I set up an account with XXXX XXXX and deposited XXXX dollars into my new account with the app. I had to add my banking information and my bank statement to the withdrawal money, I also had to include my checking and savings account to my profile on the app. Once I did that later throughout the day I received a notification that said I withdrew XXXX then another withdrawal of XXXX which wasn't me I looked on my app and saw that I had vetted all the money onto the app or XXXX XXXX. I tried to withdraw the money/ cashout but it would not let me do so therefore I lost all of the funds on the app. I immediately called Navy Federal Credit Union to dispute the transaction they reset my password to create a new one and said to call back on XX/XX/year> to dispute the transaction will be posted. I called on XX/XX/year> to contact Navy Federal Credit Union and tell them I couldn't make a new password. In which they helped me to create a new one with a new account number and debit card. On XX/XX/year> I called Navy Federal Credit Union to dispute the transaction in which I explained to the person that I downloaded an app and attached my banking information to the app so that I didn't approve more funds to be withdrawn and to be used to bet. The fraud specialist created a dispute transaction for my case and said it may take a few weeks to resolve the matter of how my account had XXXX taken out to be used I explained that I use face id to get into my bank app but now the sports betting app. later that day I tried to use my credit card and it said it is locked as well XXXX as my whole Navy Federal Credit Union account has been locked, I was told to call back on XX/XX/XXXX. I called on XX/XX/XXXX stating that my account was locked and i talked to the specialist stating that I had another device that was fraudulent and accused me that I reset my password on the bank app with another fraudulent device that day for the reason that it is locked I told the specialist I do not have another device to do that but i asked the specialist for the model number of the XXXX in which she did not give me to see if it was my XXXX that was used to change the password again. to which is false I changed my password on XX/XX/XXXX with XXXX of the bank specialists in the phone and that was it in what told her but she stated that I changed it again and I received no notification to change it and I only used my credit card for the airport and to the gas station and that was it so I was confused why my account was locked. So the specialist said I won't ever be able to get into my account back because of all the activity going on with my account and said i won't be able to get the documents ts to review my case and to review my account So therefore there was nothing else done to resolve this matter at all to at least get my funds back or to get my bank account back.

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