Consumer complaint received 2025-09-12 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:
Residency History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Currently, I bank with Navy Federal Credit Union. As of recent, my Address has been compromised. When I moved to XXXX XXXX XXXX. in XX/XX/XXXX, Navy Federal Credit Union mail was received for XXXX XXXX XXXX with the address listed in the envelope window of XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXXXXXX. Assuming this was a tenant that previously lived at this address, whenever mail was received for this person was placed back into the mailbox with " moved, does not live here '' noted, so this way the postman was aware. Mail continued to be delivered for XXXX XXXX XXXX for months afterward, even after repeatedly notifying the postman. For a few months ( starting around XXXX? ) nothing was delivered for XXXX XXXX XXXX from Navy Federal Credit Union. On XX/XX/XXXX I received a lump sum of mail at XXXX XXXX XXXX. for XXXX XXXX XXXX with a yellow forwarding sticker addressed to myself, XXXX XXXX, as if the mail was forwarded to me, this was the first red flag. When I looked at the envelope window of some of the forwarded Navy Federal Credit Union mail, XXXX XXXX XXXX 's name was listed along with my old address where I resided XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. As a domestic XXXX survivor my XXXX instantly sank, as I've worked extremely hard to keep my address confidential in all things. XXXX ) I do not know who XXXX XXXX XXXX is, nor have I ever associated them with any of my XXXX Federal banking information. XXXX ) Why was my old address and EXACT unit number listed on XXXX XXXX XXXX 's XXXX XXXX Bank statements? Outside of ANY forwarding mistake made by XXXX, for an address to be listed on the XXXX bank statement, this means customer themselves would of had to update the account address to the address reflected on the statement. XXXX ) Unless the universe is insane and XXXX XXXX XXXX and myself moved to each other 's previous address and EXACT same unit number, how was this possible? XXXX ) It's possible that USPS did make a mistake, but what are the chances they would they forward mail with my name listed on the yellow forwarding sticker mistakenly AND the envelope window reflects XXXX XXXX XXXX 's name but my previous Luxe Center address on the statement? Although, I've NEVER opened any of the mail previously received for XXXX XXXX XXXX, I immediately opened a couple of the statements for XXXX XXXX XXXX with the yellow forwarding stickers addressed to myself, XXXX XXXX, to verify if my information was listed on any of the statements. Thankfully none of the information aligned with mine. The next day, XX/XX/XXXX I went to Navy Federal Credit Union ( XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ). I spoke with a teller, XXXX, and explained the entire situation. I expressed how worrisome this was for me, and I needed to know how this happened? If XXXX XXXX XXXX had any of my information? We're out accounts linked in some way, although it didn't appear to be according to the bank statements. I also reiterated that I only opened a couple of the mail pieces that were address to me on the yellow forwarding sticker to verify my information wasn't attached. XXXX was completely shocked and did not have an answer for me. She stated that there was a mistake somewhere because XXXX XXXX XXXX never resided at XXXX XXXX XXXX XXXX from what she could see. She accepted the mail I gave her for XXXX XXXX XXXX and said she would shred it. XXXX assured me she would submit a form ( that can only be submitted via paper form ) for Risk Management to review and she would give me a call first thing the next day, XX/XX/XXXX. When I didn't hear from anyone XX/XX/XXXX, worried sick I went back to the branch to speak with XXXX. I was told that there was no response yet, and she would give me a call when they did respond. I desperately asked her for some type of confirmation that something was submitted, she said until they responded she couldn't provide anything. After leaving the bank XX/XX/XXXX, I contacted customer service for Navy Federal Credit Union over the phone. The representative stated he couldn't see anything attached to my account indicated any type of claim/investigation. After a couple of failed attempts to reach Risk Management, he contacted the XXXX XXXX XXXX Navy Federal Credit Union XXXX. When he returned he said he spoke with XXXX and she relayed that the paperwork was submitted but he couldn't provide any type of confirmation either. Shortly before we ended the call he assured me I would receive an email or phone call within XXXX business days to update me. After not receiving anything at all from Navy Federal Credit Union, I went into a different Navy Federal Credit Union XXXX ( XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXX ) XXXX XXXX XXXXXXXX and spoke with lady named XXXX. When I explained what took place, she was also shocked to hear this information, nor was she able to see anything notated on my account in regard to this incident. Although, she didn't have an answer as to how or why this happened, she was so kind and empathetic that this happened, graciously she provided information for me to purchase a USPS PO box and update my address with Navy Federal Credit Union so that any mail received from them goes to my PO box . Unable to afford to come out of pocket to do so at that time, it's still something I plan to do in the near future for extra protection. In the meantime, still desperate for an update on how this happened and what steps were taken to correct it - I contacted customer service over for Navy Federal Credit Union over the phone again XX/XX/XXXX. I reached a representative, XXXX. He could not see anything notated on my account or attached to my account that indicated this incident occurred. He attempted to contact both branches I previously visited, but unable to reach either. He was also unable to reach Risk Management. However, reached and verified with the Fraud department that there was no fraudulent activity on my account. Still not at ease and feeling defeated I asked if he could please notate my account and submit something on my behalf, as I've lost faith in almost everyone 's word along the way. He assured me he would and give me a call back once he heard back and stated I could submit a police report. I told him I was open to it, but it's important that in doing so I do not cause legal issues for XXXX XXXX XXXX because it hasn't even been confirmed that this person did anything wrong. XXXX said it was to my discretion prior to ending the call. He called back about XXXX mins after the first call ended, to say he did hear back from the claim he submitted and it was decided there was nothing that could be done because " it was a USPS mistake '', it was suggested that I reach out to them. Beyond frustrated with the answer given- I told XXXX outside of the yellow forwarding sticker addressed to me, which was a mistake, the ACTUAL statements listed my previous address associated with me and I was already told XXXX XXXX XXXX never reported that they resided at the XXXXXXXX XXXX XXXX XXXXXXXX address according to Navy Federal Credit Union XXXX, XXXX. He apologized for my frustrations but stated that was all he could do. Fed up with the stress that this has cause and the lack of care as to how both mine and XXXX XXXX XXXX 's PII had been clearly compromised, I went to a XXXX Navy Federal Credit Union ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) and spoke with a lady named XXXX. After explaining everything from XXXX, she was in disbelief and did not see anything attached to my account confirming a claim/investigation outside of the notes from XXXX earlier XXXX day confirming with the Fraud department that there didn't appear to be any fraudulent activity attached to my account. She was genuinely concerned and showed compassion that this happened ; after speaking with her branch manager and making a few calls, she too was advised to tell me that I should contact the USPS in regard to this issue. I submit this complaint, XX/XX/XXXX, feeling drained and disappointed in Navy Federal Credit Union, for not only compromising my information and XXXX XXXX XXXX 's information, but also refusing to address this known compromission even after informed without a care as to how much anxiety, stress, paranoia, this has caused me considering my past. Please contact me as soon as possible at XXXX or XXXX. Mentally, I can not and will not take this anymore. Thank you for your assistance in advance.

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