Consumer complaint received 2023-07-22
Company: NAVY FEDERAL CREDIT UNION
State: AL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Subject : Dispute of Unauthorized ATM Withdrawal Dear Sir/Madam, I am writing to dispute an unauthorized ATM withdrawal from my account that occurred on [ XX/XX/2023 ]. The transaction in question amounted to {$700.00}, and I have reason to believe that it was conducted without my knowledge or consent. I kindly request your immediate attention to this matter. 

Account Details : Account Holder Name : [ XXXX XXXX ] Date of Unauthorized Transaction : [ XX/XX/2023 ] Transaction Amount : {$700.00} I have carefully reviewed my account activity and found no evidence of any legitimate transactions or authorization for the aforementioned withdrawal. I have taken the following steps to ensure the security of my account : XXXX. Changed my account password and enabled two-factor authentication. 
XXXX. Contacted the bank 's customer support to report the unauthorized transaction. 
XXXX. Filed a police report with the local authorities, as advised by the bank. 

I understand that it is essential to investigate this matter thoroughly to determine the source of the unauthorized withdrawal. I request that you promptly initiate an investigation into this incident and provide me with a detailed explanation of the findings. 

In accordance with the Electronic Funds Transfer Act and the terms and conditions outlined in my account agreement, I kindly request the following actions to be taken : XXXX. Provisional credit : Please credit my account with the disputed amount of {$700.00} while the investigation is underway. This will help mitigate any financial hardships I may face due to this unauthorized withdrawal. 
XXXX. Investigation : Conduct a thorough investigation into the transaction to identify the individual responsible and to ensure the security of my account. 
XXXX. Resolution : Once the investigation is complete, please provide me with a written explanation of the findings and take appropriate action to rectify the situation, such as permanently removing the unauthorized transaction from my account. 

I understand that it may take some time to resolve this matter fully. However, I expect regular updates regarding the progress of the investigation and any actions taken to address the issue. Please communicate with me through my provided contact information or via email. 

I have attached copies of supporting documents, including the police report, for your reference. If there are any additional forms or documents required from my end, please inform me promptly so that I can provide them. 

I trust that [ Bank Name ] will handle this matter with the utmost urgency and professionalism, ensuring that my rights as an account holder are protected. I appreciate your immediate attention to this dispute and look forward to a swift resolution. 

Thank you for your cooperation. 

Sincerely,

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