Consumer complaint received 2017-11-15
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Debt collection
Sub-product: I do not know
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
In mid to late XX/XX/XXXX I visited XXXX, NY for about 3 days. When i returned home I noticed an amount of around {$1100.00} debited from my Navy Federal Credit Union checking account. I called the bank and reported a fraud claim with the assumption that someone had used a receipt or my checking card number to make purchases at a XXXX XXXX and an XXXX location somewhere in New York. The bank opened a fraud claim and quickly refunded my money without any issues. No other communication took place to my recollection. XX/XX/XXXX, without any notice, i saw a deduction from my checking account listed as Adjustment-DR {$250.00}. I notified Navy Federal of this. They stated that it was them who deducted the money but they could not tell me why is was deducted. They returned the {$250.00} since they could not tell me why it was taken. After a few days they called and stated that they found I had another checking account in XX/XX/XXXX that had a debt that was not paid off. I told them I had never had another account and had the same checking and savings with them for the last 15 years. They did more " investigation '' and returned with the story that my fraud claim in XX/XX/XXXX, 10 years earlier, had been denied. They stated that the bank was claiming the money they had refunded me in XX/XX/XXXX for the fraud claim as a " loss '' and needed to collect this money. Without any communication or notification they had processed an " adjustment-DR '' in the amount of {$250.00}. I had never been contacted in the 10 years prior about my fraud claim being denied. They said, if i wanted to appeal, I could send an email to XXXXXXXXXXXX which i did on XX/XX/XXXX. 10 years after my fraud claim. I received an autoreply stating it would be 15 days before I received a response from them. I was then told by XXXX, the associate helping me, she would put a 30 day hold on any other money being deducted from my account. I never any other reply from the initial fraud claim besides the auto reply. Then on XX/XX/XXXX I noticed another Adjustment-DR from my Navy Federal checking account in the amount of {$120.00}. I called Navy Federal and inquired about my appeal claim. They stated they never received it. I told them I had an auto reply that it was received and being processed. I was asked to resend this and call back immediately to make sure they received this new claim which they did and I received the same autoreply as in my first appeals email. I then went immediately to the bank and asked about the most recent adjustment-DR. I was directed to XXXX, one of the bank managers. She looked up my account and could see multiple notes made about this. She also mentioned that another deduction had been processed on XX/XX/XXXX " Adjustment-DR '' in the amount of {$910.00}. She also mentioned the claim had been closed by XXXX. She attempted to call multiple resources to inquire about this and no one could give her any information. XXXX and XXXX, the other manager, have been working on getting information on this issue They have been told the bank is still investigating the issue and has no information at this time even though the claim has been closed. There is no explanation as to why the claim was even opened or why they have taken {$1000.00} from my personal checking account. I have requested for this money to be returned until they can provide proof as to why it was taken. This request was denied. I am a single father of XXXX children ages XXXX, XXXX, XXXX. Over {$1000.00} was deducted from my personal checking account without notice, without reason, without any proof or explanation, and no representative has been able to provide me with any solid information for any of this happening. It has been 10 years since my initial fraud claim was supposedly denied which I was never notified of. The managers at my local branch have told me they usually close these types of things in no longer than 3 years and call it a loss. I have spent countless hours on the phone with Navy Federal, in the local branch all of which has affected my personal life both financially and personally with my children. It has cause stress, lost work time, and issues in my marriage due to the time and stress involved. Please help.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief