Consumer complaint received 2019-02-14
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX Condo XXXX XXXX, GA XXXX XXXX Opening statement : On XXXX I received a call around XXXX ( estimate time ) from Navy Federal Fraud Department XXXX XXXX XXXX my cell phone # XXXX ( see attachment ) about a charge on my debt card and if I authorized it. I said NO PERIOD. 

The NFCU Fraud Representative asked me if I made a charge on my card at XXXX in XXXX, GA and I told her NO. This is before she verified that I was XXXX XXXX XXXX. I told her to stop payment on any transaction and she told me to destroy my card and I will get another in the mailed to my address on Friday and she verified my address without asking me. 

I told her that I am looking at my account and I dont see any unauthorized transaction but I will be going into the NFCU Bank in the morning. The Fraud Representative so Ok, and thank you for your Service and I hang-up. I call my Daughter- XXXX XXXX XXXX and told her what was happening because she use to work for NFCU Headquarters in VA and that when she told me that the NFCU Fraud had sent her a text to her phone on XX/XX/XXXX the same day regarding a fraudulent payment of {$400.00}. My daughter indicated to me that she didnt put all together until we spoke just minutes after I hang the phone up with NFCU Fraud Representative. 

I went into NFCU at XXXX XXXX XXXX XXXX location on XX/XX/XXXX about estimate time XXXX : XXXX to discuss these issues with them. At first a NFCU Representative sit me down and I told her what happen yesterday and she pull up my account that showed ( 15 ) pending Fraudulent transaction on my account totaling {$7400.00} and I ask her to shut the account down and she told me she couldnt because the transactions was pending. 

Right now, I am about to BLOW my top despite having a XXXX XXXX XXXX and medical issues that could kill me RIGHT THEN. I ask for a Supervisor and Ms. XXXX XXXX came over to access the problem. She saw the same fraudulent items on my account and I asked Ms XXXX to shut the account down, and she told me that the ( my reference ) fraudulent debits were in pending status and she couldnt do it. I was extremely argue at this point short of taken my rage out on them because they sit their and allowed my money to be taken by these criminals and did nothing to stop this from happening before my eyes. I was short of TAKEN MATTER IN MY OWN HANDS ( dangerous ), but I had too cool down or have another XXXX of XXXX 

I ask Ms. XXXX again why not shut the account down or freeze all assets until and the criminal elements ( activity has passed ) or walk away with nothing or the theft locations ( see attachment ) where they were doing this fraud wouldnt continue. They still refused to shut the account down, I was and still outage that they didnt do more on that day XX/XX/XXXX to avoid this pain for me regarding my money as it interferers with my health. Ms. XXXX told me that transactions had to get out of pending status and them they would get to the bottom of it and assured me my money would be refunded. 

By now my XXXX XXXX is boiling hot and I have to make my way to the VA XXXX XXXX XXXX that was schedule XX/XX/XXXX at the VA XXXX XXXX which is at XXXX VA XXXX. I went to my appointment with an unhealthy feeling. I would be taken directly to Emergency room if I didnt use the Doctors techniques and Gods blessing to get me to my appointment and home, despite later that day going to the emergency room at the VA XXXX XXXX and leaving they at XXXX XXXX XXXX XXXX the next morning. 

I went back to NFCU on XX/XX/XXXX and talk with Ms. XXXX again to get an update and she assure me that these issues would get resolved and she would aleast return the {$2800.00} to my saving account. That never happen instead they return {$1100.00} of the {$2800.00} out of {$7400.00}. This made me fairness and smoking mad. They made me feel like I was the criminal and this made me even angered me even more. THEY ALSO WENT INTO MY SAVING ACCOUNT AND TRANSFERRED {$2800.00} AND TOOK THAT TOO. 

This is unacceptable when NFCU policy regarding Credit and Debt Card Fraud says the following under the XXXX XXXXNavy Federal XXXX in Security on there website the following : What We're Doing for You Using state-of-the-art fraud prevention systems, our dedicated staff monitors your accounts for fraud and unusual activity and will notify you of any suspicious activity we identify. We follow strict safeguards when mailing out cards and statements, and verify your identity whenever calling in. To be certain that we reach you quickly, please make sure we have your updated contact information. In addition, our Zero Liability policy ensures that you won't be responsible for false charges to your Navy Federal Debit or Credit Card. 

If you plan to travel internationally or domestically, you can add travel notifications as an added safeguard. This allows you to use your Navy Federal Debit and Credit Cards when our fraud monitoring would normally question any purchases you make. 
There are three ways to place a travel notification on your account : Log on to Account Access and add a travel notification to your debit or credit card Choose the travel notification option on the Navy Federal mobile app* Call XXXX for 24/7 live phone support Please be sure to provide the location and dates of your travel, including stopovers if you'll have connecting flights. 
Etc.. 



Note : If the NFCU investigators look at my pass deposit or withdrawal they would see that this is not my pattern of withdrawals, period plus. This should have given NFCU Fraud Department an easy way to review this. I dont make these types of withdrawals period, furthermore I only been to XXXX, GA once in XXXX and I didnt have this NFCU account. Also I have never heard of XXXX, GA ever. 

I contacted the FBI and file a compliant with the FBI Field Office XXXX XXXX XXXX, XXXX, GA XXXX at XXXX XXXX ( Identity Theft ) to get them to investigate this case and NFCU to get my money back because NFCU seem to take this lightly. I also contacted and file a complaint with National Credit Union Association ( NCUA ), my congressman, and more. 


Referred back to : I ask NFCU Representative ( XXXX XXXX ) why they couldn't freeze the account when the fraud was still in the pending status on XX/XX/XXXX. I was in the NFCU office and Ms. XXXX told me that they couldn't freeze or stop the fraud actions. I told Ms. XXXX at the NFCU office that this sound crazy, because I am here telling you that this is fraud. NFCU let it  happen and they want to shove this under the rough. 

Some investigation of my own : On XX/XX/XXXX I contacted my nephew which is police officer supervisor in XXXX XXXX and he told me to go to the Police station near me and put in a ( Fraud Investigation ) and I did just that or aleast I tried. I went to XXXX XXXX XXXX, XXXX, GA ( XXXX Police Officer XXXX ) told me that I had to file a report where the fraud happen in XXXX and XXXX, GA. 

I called several police stations numbers in XXXX and finally got a hold of a XXXX XXXX at the XXXX, GA police department and he told me that I have to go to the XXXX police station where I live i.e. back again calling the XXXX Police department location above. I also called XXXX Police Department and ask them the same thing, they told me there were close to XXXX, GA and that they are a small police force with know internet and know way to help me and that XXXX Police station should open the fraud case and they will look into it in XXXX, GA from the XXXX Investigation. 

I also called the XXXX in XXXX where several the fraudulent transactions took place and talk to a Manager at the XXXX # XXXX at XXXX XXXX XXXX, XXXX, GA XXXX and I asked him if anyone from the Fraud Department of NFCU contacted them regarding this issues and he told me know and he also informed me that he there Monday thru Friday and know one came in to review their cameras either i.e. because they have them to review when the investigators would come.

Personal notes : NFCU is supposed to look out for us Veteran 's and they just throw me under the bus regarding handling this actions of Fraud, therefore sense the LAW in XXXX, GA won't deal with this I have asked the ( FBI ) TO GET THESE CRIMINALS AND MAKE NFCU RETURN MY MONEY despite the policy above that hold me ZERO LIABILTY. I hope my color as a Black man is not the reason NFCU is not acting accordingly to the policy above on their website. 

Final note : I am a XXXX Veteran ( XXXX XXXX XXXX  XXXX ) with a variety of illnesses and I can't afford to let this kill me or lose this money because NFCU and the criminal are dishonest. When you catch the criminals I want them lock under the jail. I also contacted XXXX XXXX in XXXX XXXX, XXXX XXXX, and criminal fraud attorney to make this a news story and to resolve this Its a shame that I had to contact the FBI to get these criminals or anyone else to get me my money back. As far as I am concern NFCU is also the criminal and they have not handled this situation and assured me at any point the they are refunding my money back to me.

I was also in the process of purchasing a home through NFCU Mortgage Department and my contract expired XX/XX/XXXX and I had to call my Loan Officer XXXX XXXX and my Realtor Agent XXXX XXXX of XXXX XXXX XXXX and postpone any further action with my mortgage lender. 

I am currently looking to get a Law Firm to address these issues and file a formal lawsuit against NFCU. They have put my life on hold and I am fade-up. 

I am Victim not the Criminal Review attachments

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