Consumer complaint received 2023-10-24
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I'm writing to let XXXX XXXX how unhappy I am with the assistance your fraud department provided. I was notified that my claim for fraudulent activity on my account was denied by the funds getting taking out of my account after I follow up with a phone call to see what was going on From XXXX to XXXX my claims have been denied with me not receiving any notification if I wouldn't have called to find out how my claim was progressing I would had never been informed of this decision. In addition, I didn't receive a request for any supporting paperwork for my claim or an explanation of the decision-making process. I am quite concerned about the security of my account and the lack of openness in your claims process because I was the victim of identity theft. Which I have mention to you guys several time. 
I constantly ask that if you could send me a thorough explanation of the reasoning behind the decision to rejecting my claim, along with any supporting evidence that was not sent to me when I was informed that my claim had been rejected I have yet to received it. 
I filed a claim on XX/XX/XXXX; however, XXXX of the XXXX XXXX customer service agents processed it improperly due to the fact that I told her I was not suppose to have a debit card in which my ex-fianc which was abusive hit me just one to XXXX times so I grab what I could and left. So the XXXX wanted to go back to XXXX when I said no and she stated that is when I did not have a card but I was watching my account. She insist on doing what she wanted to do after I told her no. My account was consequently put in a compromised condition, and I had to submit further supporting paperwork. Even after providing the necessary papers, I had to reset my username and password on XX/XX/XXXX and it took me over five days to get back into my account after I had emailed it XXXX times. Upon getting access to my online banking, I immediately noticed that nothing had been demanded of me from the fraud department .This was my first action after checking my message, which was related to my claim. I find the way this problem has been handled to be very frustrating and disappointing. I would like an explanation of what went wrong and a refund of any fees related to this matter from Navy Federal Credit Union. I'm so unhappy with the service I've been receiving from this bank. Then is happen to me there was a {$9600.00} change made to my account on XX/XX/XXXX. But, I couldn't use the money until I had my identification confirmed, which I didn't do until XX/XX/XXXX. Since I have yet to receive any correspondence regarding the claim, on XX/XX/XXXX, the provisional credit was applied to my account. My account was debited {$9300.00} on XX/XX/XXXX. 
When I contacted to check on the matter, I was told that my claim had been rejected and that they were under no obligation to give me with an explanation for the credit 's reversal or denial because it was for more than {$3000.00}. The supervisor of fraud I dealt with on XX/XX/XXXX told me that information on the claim stated that anything that is over {$3000.00} and that I was unable to obtain any information regarding it from the Usually, I get some kind of paperwork that I didn't receive when a claim is rejected. Furthermore, I am informed when a credit is being reversed, whereas previously I was not XXXX asked to see that in writing dealing with a claim of {$3000.00} that was rejected or overturned without the required notice or paperwork. I have been a devoted member of Navy Federal Credit Union and everything I have been thru up to this point, I have never experienced any treatment, lack of respect of and question me want tell me that since the XXXX XXXX XXXX but the claim in wrong he said that I just have to deal with it. I asked him again sine some one on your team put submitted my claim they way they wanted to and not like I ask them I have to suffer the consequences because all of the charges she put on their from XXXX to XXXX was not suppose to be apart of that claim I ask for them to reimbursement he said they can not do that. 
I was notified on XX/XX/XXXX that my claim had been rejected or overturned for no specified reason. But before this choice was taken, I received no notification or accompanying documentation. They were begin dishonest to me the information was suppose tp be found in the XXXX XXXX XXXX XXXX disclosure, per the fraud supervisor he told me when I called in on why I was not notified about the claim denial and credit reversal. Nevertheless, I discovered after reading the disclosure that it was inaccurate he did also and wanted to apologize no I am feeling some time of way. My claim has been rejected XXXX times now, even though I have not be requested to send in supporting documentation. I haven't heard anything about begin denied or been given an explanation for why they were denied all 3 times I had to call in and asked then they give me the excuse that I did not go out or they would say we mailed to you which is not true because I am go green paperless so who did you send it to. I really feelin like I am begin played with, financial harm, economic injustice and victimize. They told me so many times it nothing we can do for you after their XXXX submitted by claim in XXXX the wrong dates and I did not received any notice of claim denied for requesting additional information .When I asked about the XXXX Liability they just said it is nothing I can do but file an appeal again and I still don't have access to my debit card after I filed an appeal XXXX weeks ago. 
I have asked them several times to give me a thorough explanation of why my claim was rejected and why I was not informed that the credit had been reversed, Why I was not notified

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