Consumer complaint received 2018-12-28
Company: NAVY FEDERAL CREDIT UNION
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On the date of XX/XX/2018 I contacted Navy Federal and advised that fraud had occurred on my debit card, ending XXXX. Fraud claims were filed on all reported transactions ( {$62.00}, {$83.00}, {$62.00}, {$46.00}, {$20.00}, {$9.00}, {$44.00}, {$170.00}, {$8.00}, {$44.00}, {$15.00}, {$25.00}, {$100.00} ). As a result of the fraud claims being filed a provisional credit was issued to my account in the amount of {$700.00}. An alleged investigation was conducted and determined that allegedly no fraud had occurred for the transactions ; as a result the provisional credit issued to me was removed.

During my phone conversation on XX/XX/2018 I informed Navy Federal that the funds did not dispense from the ATM. just as i did the first time I disputed said transactions when the rep. entered the claim as fraud. Navy federal sent me a letter decision/legally meritless statements from atm owner in XXXX regarding the transactions that are in dispute. the letter decision/non-factual conclusions based on circumstantial " evidence '' which draw no conclusions of FACTS regarding this matter is what Navy Federal is using as a reason to not refund my money. I previously stated to Navy Federal, that I did not benefit from these transactions. I was not disputing if the atm dispensed cash As the unverified documents or papers navy Federal has purportedly forwarded to the address on file pertaining to the XXXX XXXX XXXX. account claim. To be clear, I am disputing the unfactual claims that I, XXXX XXXX XXXX as account beneficiary actually received or benefitted from the disputed funds. I did not benefit from these transactions nor did i receive the funds from the atm transaction ( s ). The atm did perform as if the funds would be dispensed however the funds were not dispensed FOR ME. Navy Federal 's unverified conclusions were based solely on circumstantial papers or hearsay from a third party, that do not support the atm owners claims, if they are in fact alleging that I was ever in receipt of the disputed transactions amounts. Thus, no documentation or papers provided by the atm owner support any claims regarding my actual dispute and as a result thereof the papers provided by the Atm owner are nonresponsive to my claim. The decision of denial regarding the disputed transactions Is prejudicial to, XXXX XXXX XXXX as Beneficiary of the XXXX XXXX XXXX account. without verified proof Navy Federal has a duty to replace the funds taken from the XXXX XXXX XXXX account. Moreover, To prevent ATM owners from denying claims arbitrarily, they must be able to provide supporting documentation in this case they did not. If the atm owner wishes to pursue this matter further, he/she must provide additional documentation for further review. If he/she is unable to provide additional documentation Navy Federal has a duty to honor their policy or terms and conditions regarding the disputed transaction amounts by crediting the XXXX XXXX XXXX account in the amount of the disputed transactions. Sincerely, XXXX XXXX XXXX, Account beneficiary All rights reserved XXXX

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