Consumer complaint received 2020-12-10
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hello, I have had extreme trouble with Navy Federal Credit Union in regards to a ATM fraud dispute. During the month of XXXX I was the victim of fraud, {$400.00} was withdrawn from a ATM using my debit card and personalized 4 digit pin, And {$400.00} was used via XXXX XXXX. As soon as I noticed I contacted Navy Federal immediately in regards to the fraud to make a claim. The first claim made was never processed it wasnt until I drove 1 hour away from my home to get a new debit card where I was notified the claim wasnt processed. I then proceeded to make a new claim at the branch. After driving an hour back home I was then notified my claim wasnt finished being processed ; I then had to finalize my claim for the third time.After all the trouble I went through to even actually file a proper claim. My claim was denied within a day, Never did a investigator nor the fraud department contact me about my claim. I then contacted Navy Federal in regards to there decision.They based there decision on the fact that My pin was used and that my card was somehow back in my possession after being stolen. I ensured them I have no idea who took my card, how this withdrawal or XXXX  charge was processed.I consistently begged and pleaded with Navy Federal to properly investigate this claim ; They never properly investigated. Every time I called I received someone rudely from the fraud department telling me how odd my situation sounds and how no one would know their pin to use their card at an atm. I became a suspect in my own fraud claim.In the middle of a pandemic {$800.00} was taken from me and Navy Federal Credit Union failed to hold their agreement on their Zero Liability Policy. No matter what day or time I call I always receive someone rudely from there fraud department with no intentions on helping me in a situation I have no control over.I have even filed a police report with XXXX Pd something the fraud department ensured would overturn my denial and help me receive my credit.Instead Navy federal replied with a series of questioned to be submitted after I have already notified them of all the answers.Today I called the fraud department an another rude representative told me months after my claim that they will not gIve me any credit or help until I help find and prosecute the person who stole from me.I am not a officer of the law and I have done everything that can possibly be done. She ensured me even with an appeal I will most likely never receive a credit, I was blamed for the fraud done on my account.I have given extremely great recommendations and have had afairly good experience with navy federal until this. It upsets me to have to file a complaint but the measures the fraud department has asked me to do is extreme .In the middle of an pandemic I can not afford to lose money nor waste time finding and prosecuting someone.I trusted Navy Federal with my hard earned money and they failed me and labeled me a suspect after I spoke so highly of there company.It truly saddens me.

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