Consumer complaint received 2018-10-12
Company: NAVY FEDERAL CREDIT UNION
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2018 I filed a complaint/dispute regarding unauthorized charges on my Navy Federal account. I immediately canceled the card and On XX/XX/2018 I received a provisional credit in the amount of {$700.00}. I also received a letter via navy Federal online banking explaining that the credit could be reversed if Navy Federal determined that no error had occurred. On XX/XX/2018, I received a letter from Navy Federal stating Based on a thorough investigation of your account activity, we have determined that no error has occurred. The provisional credit of {$700.00} applied to your checking account on XX/XX/18 will be removed from your account on XX/XX/18, which is 20 days from the date of this letter, at which time your case will be closed. As a consumer, you have the right to request any documentation that was used in the decision of this claim. 
However, notwithstanding Navy Federals proposed letter agreement, the credit issued was immediately reversed on XX/XX/2018 ( the day the letter/notice was sent ). I immediately appealed and protested the decision on XXXX XXXX and notified Navy Federal of their errors. 
In addition, I requested verified proof of claim that the transactions disputed pertaining to this matter et.al., 1. Were not fraudulent transactions and 2. Were authorized by XXXX XXXX XXXX 3. The determination to reverse, revoke or refuse to credit the account of XXXX XXXX XXXX was based upon facts. 4. The determination to reverse, revoke or refuse to credit the account of XXXX XXXX XXXX was not based upon opinion. 5. NAVY FEDERAL CREDIT UNION A/K/A Navy Federal, has disclosed all information and documented proof of claim and allegations pertaining this matter/XXXX XXXX XXXX account to XXXX XXXX XXXX 6. Navy Federal 's determination pursuant to this matter, without verified facts. is not prejudicial to XXXX XXXX XXXX as Beneficiary of the XXXX XXXX XXXX Estate. 7. Navy Federal 's determination or decision pursuant to this matter was concluded using facts or facts disclosed by a third party. 8. Navy Federal is not willfully and intentionally discriminating against the account holder, XXXX XXXX XXXX 's rights. 9. Navy Federal has facts which can confirm or conclude that  the transactions disputed by XXXX XXXX XXXX are not unauthorized or fraudulent and Navy Federal 's  determination is hereby APPEALED. 10. XXXX XXXX XXXX Is not the beneficiary of the XXXX XXXX XXXX estate and all accounts in the name XXXX XXXX XXXX and have extended POA to Navy Federal Credit Union pursuant to the agreed upon terms and conditions withstanding the will or wish of the Beneficiary, XXXX XXXX XXXX XXXX. Should Navy Federal Credit Union not comply with the terms and conditions or the will of the Beneficiary, XXXX XXXX XXXX, all authority and consent pursuant to the issued POA shall be hereby revoked upon receipt of this agreement. 12.  XXXX XXXX XXXX Did authorize or consent to any credit issued to the XXXX XXXX XXXX Account pursuant to the herein referenced disputed transactions being revoked or reversed by Navy Federal Credit Union without verified proof of  transactions being authorized or non-fraudulent. 
I also Notified Navy Federal that I was also going to file a complaint with the NCUA regarding this matter. I further requested Navy Federal to provide supporting documents to support their determination or conclusion of legal fact as my account activity draws no legal conclusion of fact that the transactions disputed were authorized.

Navy Federal responded via online banking E-messages. The response read : We appreciate your bringing this matter to our attention and regret any inconvenience it may have caused. Our records show we sent you two letters regarding the denial of your claim. We will honor the last letter you received and re-issue a provisional credit of {$700.00} to your checking account until XX/XX/2018 as indicated in the letter.

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