Consumer complaint received 2023-10-20
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
This is an ongoing issue involving a fraudulent claim initiated on XX/XX/XXXX. The unauthorized charge took place on XX/XX/XXXX, totaling {$1500.00}. My personal information was compromised, leading to multiple charges across different financial institutions. We managed to resolve all claims with the other financial institutions except for the Navy Federal Credit Union. 

When I initially filed the claim on XX/XX/XXXX, the representative mistakenly categorized it as a disputed charge rather than a fraudulent claim. A few hours later on the same day, this claim and disputed charges were marked as resolved despite completing a thorough investigation. The standard investigation process at Navy Federal Credit Union typically takes XXXX business days to several weeks, but this swift resolution seemed out of the ordinary. 

I brought this issue to Navy Federal 's attention, and they acknowledged the filing error, advising me to follow up via their app 's message center for a review. They assured me that I'm protected under the Zero Liability Policy, which should provide a provisional credit while the investigation is conducted. 

On XX/XX/XXXX, I sent a message through the app message center, attaching supporting documents such as the FTC Report, a letter from my attorney, and a statement from the merchant confirming the need for a credit. I received a response on XX/XX/XXXX, assuring me of a provisional credit of {$1500.00}. However, I never actually received this provisional credit. 

Concerned, I reached out again on XX/XX/XXXX through the message center, only to be informed that the case was closed because no error had been found. On the same day, I filed an appeal, attaching additional documentation. Unfortunately, there was no response beyond an auto-message on XX/XX/XXXX. Frustrated, I contacted Navy Federal Credit Union, where a representative advised me to use the message center once more. On XX/XX/XXXX, I received a message stating that the appeal was under review, but there was no subsequent response through the message center. Instead, I received an auto-response letter in the mail, reaffirming that no error had occurred. 

Yesterday, XX/XX/XXXX, I called in and was directed to a specific team to address the issue. The representative suggested that I call back on XX/XX/XXXX due to the time zone difference. Today, when I contacted the bank, the experience was deeply unpleasant. The representative laughed, refused to transfer me to anyone else, advised me to involve the police, and hung up on me multiple times. This occurred despite my calm communication about the severity of the matter. Moreover, a supervisor in a recorded call acknowledged the initial claim 's incorrect submission but claimed they couldn't rectify the situation. 

I'm extremely frustrated and disheartened by the way I've been treated. As a loyal member of this financial institution, I expected better protection and assistance, especially given the legal documentation I've provided. This situation has left me deeply disappointed.

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