Consumer complaint received 2023-08-28
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
{$670.00} on XXXX {$43.00} on XXXX {$74.00} on XXXX {$29.00} on XXXX {$57.00} on XXXX I submitted a fraud claim due to unauthorized and fraudulent transactions being made on my account. My debit card has never left my possession. Nor has it been given to anyone or authorized anyone except myself for use. Nobody knew my pin except me. 

My claim was immediately denied within a week based off of the following : Thank you for contacting Navy Federal regarding the Debit card fraud claim submitted on XXXXXXXX  on your Debit card ending in XXXX for the amount of {$880.00}. Based on a thorough investigation of your account activity, we have determined that no error has occurred. 

To which I immediately called in and submitted An appeal on XX/XX/. 

After 40+ days of waiting for a response I called in today and was told my appeal was denied for the same reasons. 

Your account history shows no fraudulent activity. 

Im telling you its fraud. Im telling you this wasnt me. Im telling you this needs to be investigated. 
Is what I told XXXX I was told by the supervisor XXXX, that I am responsible for completing a thorough investigation and providing the evidence to overturn the decision they made and they do not investigate. They go based on account activity and algorithms. 

I asked them to contact the merchants and do a proper investigation and I was shunned and told to do it myself. 


The supervisor asked me very specific questions and once I finished answering she blatantly said several times very clearly, and thats why you lost I was appalled by what I was hearing. 

Thats why I lost? No I lost because your bank doesnt do its job when it comes to fraud. Whats the point of making a fraud claim if I have to do my own investigation anyways? 

They claim its impossible for someone to get my card make a clone and use it within 3 hours of my last transaction. 

According to thier documents I made purchases in XXXX home goods ( which is true and factual ) Then 3 hours later I went and spent XXXX $ at XXXX XXXX. ( This is not true ) I found out I had been compromised while I was at dinner. Alone. Still in possession of my debit card. I went to pay my bill while I waited to pick up items from XXXX that were scheduled for pickup online. 

I went to dinner at my favorite restaraunt while I waited for my items to be ready. Both businesses are in the same parking lot. I go to pay my bill and XXXX $ was drained from my account. I immediately contacted the bank and started the fraud process with no delay. 

Not only was my money stolen, i was embarrassed and unable to pay for my meal. And now Im being told thats why you lost by my bank? Please investigate. I work hard for my money. This isnt fair to me. 



Ive lost XXXX $ and navy federal refused to take action. Ive been without these funds for 2+ months and I was completely disrespected and shood away and told to do my own investigation and send them the information. 

Is this normal to expect regular bank customers to do their own financial and technical investigations? 
To then provide the fraud department that, has special training and certifications, with the proper documents to do thier job? Which was to obtain those exact documents themselves? 


The woman whom I spoke with was named XXXX and was a supervisor in the fraud claim department of navy federal credit Union. 


Attached are copies of the documents I provided NFCU initially. As well as the list of transactions involved with this complaint.

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