Checking or savings account -- Managing an account -- Complaint #4912172
Complaint Overview
Complaint ID: 4912172
Company: Navy Federal Credit Union
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
State: Virginia
ZIP Code: 22193
Date Received: 2021-11-15T12:00:00-05:00
Date Sent to Company: 2021-12-03T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2021 my XXXX XXXX savings account was hacked. The hacker used the savings account to access my checking account. The hacker performed XXXX transfers to multiple accounts within the same bank. A total of {$9000.00} where removed from my checking account. The bank stopped a XXXX transaction of and additional {$3000.00} that the hacker was trying to remove from my account. I realized this happened on XXXX, when I placed the fraud call to the bank. I was told the bank would start an investigation and that it would take XXXX business days to resolve. on the XXXX days I called the bank and was told that there was no information on my case and that the XXXX department was very backed up and that it can some times take 15 days. On the 15 day of my claim, I called the bank again and was told that there was no updates on my account. and that they would send a message to the fraud department and that someone will call me back with XXXX hrs. No one called. I called the bank again and was told that there was a {$2000.00} credit coming to my account and that the rest of the money would soon follow. I waited a few days and called the bank again. I was told that there was no more updates on my account and that they would have someone called me back with in XXXX hours. It has been almost a month, and the bank has failed to return my money or give me any explanations as to what happened or how they got my {$2000.00} back. They lied and said the investigation would take XXXX business days, and then changed it to 15 days because they were behind. The bank also promised to have someone from their security/fraud department would return my call within XXXX. and no one ever called me back.
Frequently Asked Questions
What is Complaint #4912172 about?
Complaint #4912172 was filed against Navy Federal Credit Union regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2021-11-15T12:00:00-05:00.
How did Navy Federal Credit Union respond to this complaint?
The company responded with: "Closed with monetary relief". 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.