Consumer complaint received 2023-07-13
Company: NAVY FEDERAL CREDIT UNION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I put in a fraud claim to Navy Federal Credit Union for charges made on my Checkings account that were not mine on a foreign island I went to for a Scuba Diving trip in the beginning of XXXX of 2023. I was on the island of XXXX, XXXX XXXX XXXX from XX/XX/2023 through XX/XX/2023. The charges began around the XXXX of XXXX towards the end of my trip and ran all the way through the XXXX, 5 days after I had already come back to the United States and blocked my card. I was not notified of these transactions until the XXXX and by then there were numerous transactions on the card. Even after blocking my card, all pending transactions that were not mine were still processed and taken out of my account. I called a representative on XX/XX/XXXX after going through my account and seeing how many transactions were actually made to put in a fraud claim. After speaking with the representative who was helpful and even said himself that the charges looked obviously suspicious, the total amount came out to {$680.00} after separating fraud charges from my actual transactions. I was assured that I would receive provisional credit within the day and in the worst case scenario it would be 10 business days. I patiently waited for the credit to be issued and it never did. I called again on XX/XX/XXXX to speak with a representative that informed me my claim was denied and the only information I got was that after an investigation, no errors were found. I found it unprofessional as I was not even asked to provide any documentation to provide my claim and I had plenty from screenshots to multiple transactions in the same amounts of XXXX and XXXX with an absurd amount of international transaction fees directly under. It was clear that someone was abusing my card information. It was especially evident considering these transactions were still being made days after I was off the island and back in the states. I was also in possession of my card the entire time therefore it did not make sense that there were reoccurring international transactions on my card from an island I was no longer on. On XX/XX/XXXX I made valid purchases in the amount of {$200.00} from an ATM in my city of residence and there were still foreign transactions being made. It simply is not possible for me to be in two places at once. Upon my request to have a second review made into the matter I provided my flight itinerary proving I was already back in the XXXX and multiple photos of charges on my account that were evidently not mine as they were repeatedly in the same amounts at the same location. On XX/XX/XXXX I contacted a representative on the matter and was put on hold multiple times when I asked for a detailed explanation as to why my claim was denied the first time. I later received a message from Navy Federal Credit Union stating that my claim was denied due to discrepancies in the information I provided. However, prior to the second claim no documents were provided and the only information to go off was what the representative and myself spoke about. Today I received a letter stating that again no error was found despite the ample amount of information supporting my claim I provided. It is unjust and I fully believe I was not given a fair investigation and every time I requested detailed information, I was put on hold or given vague responses.

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