Consumer complaint received 2022-04-07
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2022 I went to make a deposit to Navy Federal Credit Union ( NFCU ). I went to make this deposit at the main branch on XXXX, however, the branch was closed due to COVID. I proceeded to use the ATM that is outside the branch. The ATM was down. I recall receiving an email that NFCU sent to all members denoting the other locations where their ATMS were located to be able to conduct full transactions ( e.g., withdrawals, balance check, and deposits, etc ). I proceeded to on closest to my home which was located at XXXX XXXX XXXX, XXXX Florida at XXXX that night after I got off work. I made a deposit of {$3300.00} to my checking account and another deposit for {$10000.00} in cash to be directed to my savings account. The denomination of the deposit was XXXX x {$100.00} bills. XX/XX/2022 I proceeded to complete a wire for the {$10000.00} that I deposited into the savings account and realized that only {$1000.00} was deposited. I immediately contacted the bank via the XXXX # and was told I needed to have evidence of the transaction, which I did and to upload it on the portal. I was told 5-7 days it would be reviewed and someone would be in contact with me regarding the matter. After 7 days I did not receive a call or any indication of anything. XX/XX/2022, which was my birthday I was not in town. I called NFCU and spoke with XXXX who transferred me to XXXX in Fraud, I was told immediately that my case was reviewed and it was closed out. I asked the reason as I am missing {$9000.00} and she could not tell me I asked for a supervisor. I could not be transferred as her transfer button would not work. I had to call back in and went through the process again. I was finally transferred to a Supervisor in the Fraud department by the name of XXXX. She sat and reviewed the account and pointed out additional errors and told me that she was looking at my XXXX statement for the savings account and that it showed the balance of XXXX but after the deposit that was made on XX/XX/2022 the balance showed {$1700.00} which was a difference of {$4.00} and she did not understand it. She told me that she sees my receipt from the ATM and told me the ATM was a third party ATM and that the vendor has 45 days to respond. 
I indicated there was nothing on the ATM machine that made me believe or think it was a third party it had all of NFCU emblems on it and it was a full service ATM not one like XXXX which I never use. I asked about the case being closed she informed me it had been escalated. I got back in town on XX/XX/XXXX and got a letter in the mail that indicated that the ATM owner found there was billing error. The letter was dated XX/XX/2022. I immediately called again and after many representatives I was finally routed to XXXX again who informed me it was a computer generated letter that that the time still remained of 45 days but it could be up to 60 days. With that I was patient. XX/XX/2022, I called back and spoke to XXXX who transferred me to XXXX who told me that I still had XXXX more days for the owner of the ATM to respond and she would personally call me that date would be XX/XX/2022. I told her I would be in Washington DC that day she indicated she would call and leave a voicemail if she was not able to get me. This call never happened. I telephoned NFCU on XX/XX/2022, I was trying to reach XXXX, each representative told me that my claim was closed. I was not getting answers and asked to be transferred to XXXX I was told that it was not possible to be transferred to one particular person as it was so many people no one knew exactly who that was. I asked for a fraud supervisor. I was transferred ( not sure of this person 's name ) I asked for XXXX she said XXXX has been off line for over 2 hours and attempted to help me she told me that after escalation the second time which according to the notes was XX/XX/2022 the claim was declined as the ATM owner showed no billing error. I told her that I spoke with XXXX on XX/XX/2022 and was not informed of that she told me she was sending the claim to escalation. She said she was only reading the notes as the claim was closed. I asked if there was a way to obtain the camera footage she said it is a third party ATM and for members they are on their own to get their own footage from the cameras if they need to follow up on a claim. I then proceeded to do research to find out who I needed to file this claim with and spoke with the Florida Attorney Generals office and was provided this information. Prior to that I reached out to XXXX and was told that I could file a complaint on mycreditunion.gov which would then be forwarded to the Consumer Financial Protection Bureau.

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