Navy Federal Credit Union [NFCU] review: A fraud victim should not be treated like the criminal

**Navy Federal Credit Union — A Fraud Victim Should Not Be Treated Like the Criminal**

I am sharing my experience with Navy Federal Credit Union because what happened to me went far beyond an ordinary customer-service problem. It affected my ability to access my own money, pay my bills, and even affected members of my family.

I was the victim of what I believe was a sophisticated fraud/scam. Rather than feeling protected by the financial institution where I entrusted my money, I ultimately felt as though I was being treated as the perpetrator.

During this process, Navy Federal restricted my accounts. I was subsequently told by the Fraud Department that I was considered a **"Level 9" and complicit** in the activity. That is an extraordinarily serious characterization.

My concern is that the complete circumstances and available evidence do not appear to have been adequately considered before such a damaging conclusion was reached.

I have substantial documentation supporting what occurred, including emails, text messages, banking documentation, information from another financial institution that I contacted while attempting to determine whether fraud was occurring, and a police report. I have also preserved relevant communications and records associated with this incident.

The impact went beyond inconvenience.

I had to move funds and rearrange how I paid bills because I could not reliably access my normal banking relationship. Even more troubling, my sons—who are primary cardholders on their own Navy Federal credit cards, while I am merely an authorized user—were denied access to their cards and reportedly told they would need to remove me in order to regain access.

Think about that.

Their ability to use **their own credit accounts** was affected because Navy Federal had taken action involving me.

The entire process has been stressful, disruptive, and, in my opinion, handled in an unnecessarily punitive manner.

I fully understand and support a financial institution taking fraud seriously. I WANT my financial institution to investigate suspicious activity.

But fraud prevention should include a competent investigation.

There is a significant difference between protecting an account while investigating suspicious activity and effectively treating a longtime member as complicit in fraud before thoroughly considering the evidence and circumstances surrounding what happened.

I have attempted to work through Navy Federal's internal processes and have submitted or am prepared to submit the supporting documentation requested. I have also filed complaints with appropriate outside entities, filed a police report, and am consulting with an attorney regarding my options.

At this point, I am seeking more than simply restored access.

I want Navy Federal to conduct a meaningful review of how this matter was handled, explain the basis for the conclusions reached about me, correct any inaccurate internal characterization or designation associated with my membership, address the impact on my sons' accounts, and provide appropriate compensation for the significant disruption and inconvenience this situation has caused.

Navy Federal serves military members, veterans, and their families. Members should be able to expect rigorous fraud prevention **and** a fair, professional process when they themselves become victims.

I am posting this because consumers deserve to know what can happen when an institution's fraud-prevention system stops distinguishing between investigating suspicious activity and judging the person reporting it.

I have documentation supporting my account of these events, and I intend to continue pursuing appropriate avenues until this matter receives a thorough and fair review.