Consumer complaint received 2022-06-03
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I continue to have issue with Navy Federal Credit Union providing equal access to services offered. I am not allowed to visit the branch, nor speak to anyone via telephone. I also do not have access to a debit card to access my XXXX XXXX payments that are direct deposited. I am forced to transfer those protected funds to my NFCU Credit Card and make full payment of my balance every month. I am not allowed to withdraw these funds to pay for my rent as it is intended. Last week, I discovered more fraudulent transactions on my account. In the previous months Ive been left to investigate this transaction myself. The last XXXX months I have had fraudulent transactions appear fro rental car companies that were not authorized. Considering NFCU denied my claim last year after a rental car company committed a crime by breaking into my home and stealing their vehicle that I had rightfully had in my possession. Due to an error mad by a new employee, my account was notated wrong, but instead of resolving the issue by contacting me, two employees broke into my garage and took the vehicle along with several thousands of dollars electronics and other items that were being kept their to prevent spoiling my daughters XXXX and XXXX birthdays ... these items were their gifts. I never received these items. The car was taken 3 days into a week rental. I disputed the transaction after filing a police report and discovering from the security footage that it was employees of the car company. They also tripled the bill amount from {$500.00} to {$1800.00}. NFCU denied my claim. So, I now try to investigate on my own. And it seems this company or sister companies or their employees have since continued to make charges on my credit card. I discovered last week that they charged over {$900.00} to my credit card that I was forced to pay with my XXXX benefits. I emailed my request to dispute this transaction along with several others. I am not sure why NFCU has yet to cancel and reissue my cards. Instead they continuously freeze my card when I am actually trying to use it... but freely allow other fraudulent charges. They send messages to call and verify transaction, but upon calling inform me that I'm not allowed to call in to speak to anyone. I'm on a constant rat race and suffering severely financially. I do not understand how this is legal. I transferred {$2500.00} to pay off my credit card and then made one transaction before the remaining was taken from fraudulent charges. Not to mention Im charged interest fees that are also paid from my XXXX benefit protected funds. A week later, my fraud claims have still not been filed. My email to dispute these transaction were ignored. But that is my only form of communication that Im allowed in which to contact NFCU. I have no access again to any of y funds. and my protected benefits have once again been stolen from my account. My checking account also has had returned check fees... 7 of them, yet I have not written any checks. Some transactions state that they are for debit transactions... .I am not allowed to have a debit card therefore could not have made these transactions. But have been charged {$29.00} for each of the 7 transactions ... {$200.00} in fees for returned checks that were not authorized. Please help.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation