Consumer complaint received 2023-01-04
Company: STATE EMPLOYEES CREDIT UNION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
In XX/XX/2022 I sold my house and the money from my home I had it wired to my bank account at State Employee Credit Union. I have bank with this Credit Union for over 8yrs and have never had any problems with my accounts. After we sold our home someone broke into my stuff that was packed in boxes and they took all of my belongings including DL, SS cards, birth certificates, tax documents etc. On XX/XX/2022 someone wrote a check for {$150.00} and cashed it on XX/XX/2022 in SC XXXX. Well then I started noticing that there were transactions being made that wasn't approved by me or my fiance. I started seeing {$1000.00} atm withdrawls and transactions to online stores. I notified the bank asap. The gentleman froze my account and open me up a new account however he linked the old to the new account. That left It so whoever was doing the activity were still able to have access. By the time I realized it my account was practically wiped out. I spoke with a lady at the care line and she stopped that account sent me a new debit card and a new account without it linked to the old ones. When speaking with customer care I was told to file a police report so I did and notified the fraud department as well. I was reassured that my account would be credited bc it was very obvious of the fraudulent activity. When banking with XXXX your atm withdrawls are up to {$500.00} at one time but no more than a {$1000.00} in one day, however this person was doing {$1000.00} withdrawls at one time, someone put overdraft protection on my account so they were moving $ and it was charging me some really high fees. I never recieved a phone call asking me if it were me making the transactions. I went into the XXXX XXXX location and sat with XXXX XXXX for XXXX XXXX hours and went over the transactions that weren't mine. He kept reassuring me that my account would be credited. Now I've come to the detective that assigned to my case was able to identify who wrote the checks. I recently received a letter stating how my account would be credited. But it hasn't, happened and the detective will not return my calls or texts. Now the bank manager XXXX will not answer my calls nor will he call me back, the tellers are screening phone calls. I was on hold for almost XXXX the other day and the lady said 5min ma'am. A couple weeks ago I spoke XXXX XXXX and again he reassured me I would be credited. Basically telling me what I wanted to hear. Then customer care and they said they mailed a letter but I never received a letter stating that due to my fiance using my atm card then they arent held responsible and they aren't credited my account. However I still haven't spoken w the detective. And I haven't recieved any credit for the checks forged. If you take my beginning balance and subtract a transactions then there is {$11000.00} just missingike it disappeared. I didn't do anything fraudulent neither did my fiance. When speaking w/ XXXX he knew my fiance used the card bc I was trying to add him but his DL were in my purse that was stolen and not once did XXXX say that it was going to be a problem.

Company response to consumer: Closed with explanation