Checking or savings account -- Managing an account -- Complaint #4389642
Complaint Overview
Complaint ID: 4389642
Company: Navy Federal Credit Union
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: Florida
ZIP Code: 33015
Date Received: 2021-05-19T12:00:00-05:00
Date Sent to Company: 2021-05-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
Between XXXX, I suffered major financial hardship and losses due to identity theft. I had every bank account app on my phone hacked and financial info changed and uploaded documents and checks that were not from me via these applications. During this, NFCU had flagged a check that actually was not uploaded by me or my device. They immediately froze all of my accounts, cancelled my debit accounts and literally within minutes I had no way to buy groceries, gas for my vehicle, or pay for anything while being a single mother. I contacted them and was told nothing could be done and that my bank accounts were now in " credits only ''. The closest navy federal to me is about a one hour drive away. Because I had no gas and no access to money ( but a little change ) I had to take the bus all the way there and beg them to release some funds to me so I could I could feed my kid. That day XXXX filed a written statement, verified who I was, provided my device info to prove that I was not the one who uploaded the check in question, as well as provided copies from equifax, my other banks that verified fraud on those other accounts and appealed the bank to please unfreeze my accounts and allow me to manage my finances online as usual. I had to wait 7-10 business days for a response while my accounts remained frozen. I was then told that they would be closing all but my savings account due to my credit card with them that also had fraudulent charges ( which they never refunded ). It took me 4 months to receive my direct deposits from social security, the VA and retirement allotment due to needing a new bank account and navy federal kept accepting the direct deposits without allowing me access without travelling to the bank and then having to take all the money out cash at one time in a bad neighborhood, inability to pay my bills online causing me to purchase prepaid cards and money orders/cashiers checks costing me more time abd money. I have appealed to have my obline access restored and my accounts restored as I have been in recovery mode after id theft. and denied without any factual reason as to why I could t have them restored or given online access.
Frequently Asked Questions
What is Complaint #4389642 about?
Complaint #4389642 was filed against Navy Federal Credit Union regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2021-05-19T12:00:00-05:00.
How did Navy Federal Credit Union respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Navy Federal Credit Union?
Yes, visit the Navy Federal Credit Union company profile at readthecomplaint.com/company/navy-federal-credit-union to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.