Consumer complaint received 2025-11-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I am writing to formally appeal the permanent suspension of my Navy Federal Credit Union accounts which occurred on XX/XX/year>. I respectfully request a thorough review of the circumstances surrounding this incident, as I believe I was mistakenly implicated in a situation I had no knowledge of, nor any intent to participate in fraud or unethical activity. I have spoken with 3 representatives about the situation via telephone call and all have given me different answers and suggestions, which has been extremely confusing in attempting to solve the following incidents. I also have been into two different branches where I have been told that there is nothing that can be done on a branch level and there is no one that could be contacted to appeal or hear out the incident that has greatly affected my life and finances. Instead of Navy Federal protecting me as a customer, protecting my funds and acting on behalf of a consistent and trustworthy consumer, they did the opposite. The did not protect my finances, did not protect my name and further jeopardized my life after handing me a check for all of my savings and kicking me out of the institution after 10 years of banking. I have undergone extreme stress while trying to gain access to my money, find a new financial institution and secure my finances over one XXXX transaction discrepancy. 

On XX/XX/XXXX, I was informed by a Navy Federal representative that a fraud report had been filed related to a transaction that took place on XX/XX/year>. The Navy Federal representative would not provide further details, except that the report involved a woman. I never received a phone call, email or letter in the mail from NFCU, XXXX or any other individual about said report, until I noticed money removed from my checking account on XXXX XXXX. Through my own investigation, I identified two XXXX transactions sent to my phone number ( XXXX ) on XX/XX/year> : one for {$5.00} and another for {$1400.00}, both from XXXX XXXX. After speaking directly with XXXX XXXX and XXXX XXXX, my then boyfriend, I pieced together the following : XXXX XXXX had contacted XXXX XXXX to arrange transportation for her child to a XXXXXXXX XXXX XXXX XXXXXXXX. XXXX, who resides in XXXX and is an American citizen, asked me -- his then-girlfriend, XXXX XXXX XXXX for a ONE TIME favor : to receive the payment from XXXX on XXXX behalf via XXXX. At the time, I was unaware of the transaction 's purpose but trusted XXXX, who regularly assists treatment centers with transportation services. I have personally volunteered at such facilities and am passionate about helping others, so did not have any negative thoughts or concerns about receiving money on his behalf and agreed to do so, but followed up by telling him, " You need to get your own account for the future ''. 

I received the funds believing the transaction was legal, ethical, and moral. I had no reason to suspect otherwise. I have never received money on behalf of XXXX before, and this was the only time I did so. I was alarmed to learn that XXXX later reported the transaction as fraudulent. I did ask XXXX for XXXX 's number to gain more information on what occurred. According to her, she changed her mind about the service and sought a refund via XXXX. I asked XXXX to provide any text message or other proof showing he denied her a refund, but she did not provide. I asked XXXX to provide any text or email proof of any further information about said conversations and has yet to provide anything further. I also asked XXXX if she received her money back. She confirmed to me that she received her money back ( via bank refund ), which was debited from my account. Navy Federal did not incur any financial loss, but I did. 

Despite my long-standing relationship with Navy Federal , I was never contacted, questioned, or informed of any investigation. I was not given the opportunity to explain my side or clarify my involvement. This lack of communication has been deeply distressing, especially given my impeccable banking history : -I have maintained multiple accounts with Navy Federal , including two checking and two savings accounts, a credit card, and a car loan -- all in excellent standing. 
-I had approximately {$39000.00} in my checking/ savings account at the time of suspension, earned through hard work across three jobs with direct deposits into my account .-I have never bounced a check, cashed a bad check, or had any prior issues with XXXX. 
-I have consistently demonstrated responsible financial behavior and have relied on Navy Federal to support my family 's military journey and personal milestones. 

I understand that Navy Federal has policies regarding XXXX discrepancies, and I was told that the two transactions triggered a restriction. However, I respectfully ask that you consider the context : I was unknowingly caught in a dispute between two individuals whose agreement I was not privy to. XXXX has provided a statement confirming my lack of involvement, and XXXX has acknowledged that her actions affected me unfairly via telephone conversation. The two transactions that occurred were of the same incident. I have never had any other incidents in my ten-year period with NFCU or ever with any institution. The money was returned to sender from my account. 

I deeply regret accepting the favor without full understanding and assure you that I will never again receive funds on behalf of another individual. I acted in good faith and had no intention to facilitate fraud or cause harm. I am asking Navy Federal to clear my name and reinstate my accounts, as I have always been a loyal and ethical member. 

Thank you for taking the time to review my appeal and the supporting documentation. I am available to provide any further information or clarification needed. I am attaching documents to support the above information.

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