Consumer complaint received 2021-09-02
Company: NAVY FEDERAL CREDIT UNION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Every single time I call this institution I get a different answer from somebody it is the most unbelievable thing I have ever seen in my life how they are in business I have no idea. I sent correspondence to the CFO and have yet to receive a response. On top of that during Covid we had numerous transactions that were overseas I called almost daily to check in on the status because they still owe me money to date they told me that everything was in to be reviewed by the disputes team. But we ended up finding out after trying to figure out why this continuously kept happening over and over again was we had a keylogger on one of our computers that was picking up the account information every single time We had a few other situations where we had attempted to try out a software that had a 30 day moneyback guarantee for our business and we either never got the login and the password or the software did not work as we were promised we emailed the company over and over again for a refund and they failed to respond every single time so we disputed the transaction! Not only did they put certain disputes in incorrectly but they either a failed to provide provisional credit or the worst situation that happened I had to call back five different times to go over every single transaction I called in in XXXX they finally re-filed everything for me come XXXX I still have not heard anything whatsoever mind you this is literally the 30th time I had called in to find out what the status of my disputes and fraud claims were because We are still missing thousands of dollars from navy federal not to mention we were told by a supervisor that because we had to overdraft our account just to be able to survive because we were missing XXXX  of dollars they would refund The fees on the account due to us having to overdraft out of nowhere all of a sudden this woman decides that shes going to play XXXX with my money and said nope were not refunding anything anymore and we will not be working on this account anymore every single one of my disputes and fraud claims were still sitting in a queue that nobody worked during Covid! On top of that because they sat on it for so long every single one of my claims were denied when I had submitted them six or more months previous to the time they actually ended up working the claims which was beginning of XXXX. The claims were all the way back to XXXX and they sat on them and did nothing with them and still have yet to refund me my money nobody there knows what theyre talking about they took our debit cards away because of that Ive gone three weeks without electricity because I had no way to pay two weeks without water and we were and are on the verge of losing our home because every time I call the bank they tell me something different and I look like a XXXX liar now I am over it Im done I am sick and tired of having to live on a credit card that they dont even know how to calculate correctly by the way, Ive submitted all the evidence for a dispute that I had on my credit card from a company that so that they would refund me {$290.00} and another {$50.00} charge and sure enough I had an email and everything proving this and they still have yet to work my claim I submitted this over three weeks ago now. With the proof is in the email I dont even get a provisional credit and they are still probably sitting on that one too. They took away my debit card for an entire year because of unauthorized charges that I did not make they play God with peoples money and decide to do whatever they want to do with it. Most recently a payment was made for {$24000.00} with one of their agents through speed pay they put a eight day hold on the payment so I was without funds even though I was told that it would clear through the following day within 24 hours that didnt happen and then they stated and that it would clear through On Monday that didnt happen I was then told by another agent it would for sure clear through by Tuesday that also didnt happen it wasnt until the 30th that it was supposed to actually clear through I ended up finding out seven people later. on top of that they advise me my debit card would be Able to be re-issued on multiple different dates it ended up being the XXXX finally 5 to 7 people later That I talk to that I talk to a manager XXXX who advised me that Mine and my husbands card would be available on the XXXX I call on the XXXX finally later on in the afternoon like way later in the afternoon and they said no actually its overnight tonight well then thats not on the XXXX now is it? That would be XXXX XXXX so once again lied to again so I gave them a couple days cause I dont even know what to believe anymore I called overnight today to get my debit card re-issued and find out where my husband was and they said oh youre Husband cant have a debit card for a year Im sorry no thats not true because I was told by a manager on the XXXX and theres no reason why they should ever have been taken away from us considering The fact that You dont punish consumers because of unauthorized transactions that doesnt even make any sense especially when its once again my money I hired the bank for a job their only job was to do one thing and one thing only and that is to manage my money nothing else just manage my money Indu so according to federal guidelines its not hard! They activated the card that is still in the mail So I went to try and use my new card That I just got in the mail yesterday and it wasnt even active So I had to call back and once again try and activate it wouldnt let me do it through the automated system so someone had to manually do that for me again.

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