Consumer complaint received 2023-10-18
Company: SECURITY SERVICE FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My bank Security Service Federal Credit Union refused to help me when my information was stolen and used on another phone through the mobile banking app that they provide so when I found out my mobile banking was compromised after having the account for only about a month went down there to speak with the people at the bank sat down with him and started to do the process of their investigation which they didn't do any investigation I had to provide everything to them and I proved that it wasn't me and yet they said my money was gone and that they wouldn't help me get it back even though it's FDIC insured, Ok so I originally started it with {$30000.00} and somebody hacked into the mobile banking app and use my information and withdrew and spent I guess made a new card or a second card with the same information but both online and card based payments as well as they were moving stuff from my savings account where it was to the checking so it could be spent without me knowing and that started on XXXX which was not long after I originally opened the accounts and I disputed and did the fraud department and everything and they said that they would be in contact with me and never heard anything for months going down there and everything trying to find out what was going on and I gave him the information that they requested I even was the one that had to go through all my statements and give them what I did do which wasn't much but they didn't do any work other than they drug it out and did nothing and refuse to you help me get my money back or at least some of it or something but no they said that it was my fault that the phone that had hacked on to my mobile banking and use my information did not have the same IMEI which is the identification for the type of phone it is it's the serial number did not match the phone that I have it was different yet they said it was me and it was my fault and yet I gave them proof that it was not me but continued all the way up until well into XXXX the date being XXXX, I had stopped using the account for spending because they refused to issue me a card but even money I took to them and put in the bank account was spent and I didn't even have a card or access to the mobile banking app of theirs because they refused to issue one and locked me out of the app even after the frad department closed those accounts and opened new ones to try to stop it and I can only deposit cash or withdrawal cash from inside the bank no other ways. I really need to have this fixed and get my money back because it is literally but me and a bind I'm a XXXX XXXX  do a XXXXXXXX XXXX XXXX and the money that was taken was well around {$18000.00} or more and that is caused me to lose a lot of things it made it difficult to be to try and care for my XXXX XXXX XXXX XXXX  you could reach back out to me and help me get this resolved and help me get my life straightened out due to this financial crisis it would be greatly appreciated thank you and have a blessed day.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation