Checking or savings account -- Managing an account -- Complaint #6303278
Complaint Overview
Complaint ID: 6303278
Company: Navy Federal Credit Union
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: District of Columbia
ZIP Code: 20001
Date Received: 2022-12-09T12:00:00-05:00
Date Sent to Company: 2022-12-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I was the victim of robbery on the street in which my phone was stolen from my person by 4 individuals. These individuals proceed to access the phone and attempted and successful in some instances to make various transactions from multiple banks, money transfer apps, XXXX and more. These individuals transferred {$2200.00} from my Navy Federal Savings account through the mobile app to accounts they linked through the app that night. They also transferred {$680.00} from my checking account. I contacted the police and an investigation is ongoing. Police Report # XXXX Washington, D.C. Metro Police Department XXXX XXXX XXXX. I then contacted all my banks, phone company, the whole works about locking accounts and getting issued new banking cards etc. All the other financial institutions either blocked the thief 's from accessing my accounts ( i.e. XXXX XXXX XXXX XXXX XXXX XXXX ). All the linked credit cards that were compromised such as XXXX XXXX and a XXXX charge to XXXX XXXX were all quickly ( within 2-24 hours ) returned back to me and deemed fraud. Navy Federal Credit Union however, returned the {$680.00} back to my checking account considering this fraud but had a separate investigation for the savings account which I spent numerous hours on the phone trying to get updates on my case. 2 months have gone by and I just received a letter from Navy Federal saying they will not be returning the money to savings account and deemed my responsible for the claim. I was robbed, police were contacted, banks were contacted immediately. These individuals who I do not know did not know were able to access my bank account without having my password to bank. If they are not returning the money that is ludicrous because they are basically saying my money is not safe with their institution. They also returned my checking account funds which they money was all transferred in at the same time in the same way. I need your help. Thank you, XXXX
Frequently Asked Questions
What is Complaint #6303278 about?
Complaint #6303278 was filed against Navy Federal Credit Union regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2022-12-09T12:00:00-05:00.
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.