Consumer complaint received 2019-12-10
Company: NAVY FEDERAL CREDIT UNION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Tuesday, XX/XX/2019 A deposited of {$250.00} was made through XXXX to my account from my friend. I went online to check that the money was deposited. It was there. Later that day I when back online to pay a bill with that account. I noticed that I had a XXXX balance and my credit card that was associated to the account was also lower than it should be. I called the bank and asked how is this possible I was told there was a cash advance from my card to my account and then sent to another account that was not associated to my account. They then informed me that it was fraud on my account. They also explained that I had two loans in the process of being approved. I explained I have no knowledge of this and expressed my concerns why I did not receive a notification. I was told that they would stop the loan and have the other issues investigated. They canceled my account number and gave me a new account number. They told me to run a virus scan and change my email password and account password. I spent over three hours on the phone to fix this mess. I could only assume that because the money was still in the pending state that it would be a fast investigation. I was told that an investigator would call me. 
I called back on the XX/XX/XXXX to follow up. I also noticed I was unable to log into my account to check the status of my account. I explained that as well. I told them every time I try to log in at tells me to many attempts have been tried. They informed me that the investigation can take up to 15 days. Completely appalled that I had to spend the holidays in debt. 
I called back on XX/XX/XXXX to follow up again assume that the 15 day has passed. I also explain once again I am unable to log into my account. I coveted to the customer service rep that I am unable to pay my credit card debt as well. I asked if the loan was address because I received an email stating that it was no approved. I was told that not approving it means that stopped it I was also told that it would appear on my credit score as two inquiry as it was two loans in two days. Completely appalled again cause now I am still in debt and now my credit score as been affected. The rep put me on hold and after 12 minutes told me that the investigation has not met the 15 days threshold. He told me that if I do not hear from the investigator by the XX/XX/XXXX to call back. 
On XX/XX/2019 I called again. I explained I am still getting the same error message. I am unable to log in to my account. I still have not been contacted by an investigator and I need to log into pay my bill. I was told hold on and the phone asked me to do a survey, the called dropped after. 
I called back and was transferred to XXXX a woman in the fraud department. She explained that I would not receive a call back. I would receive a letter in the mail. She said they are to busy to call people back. She also explained that I could not talk to know one in the security department as they do not take phone calls. 
It is passed the 15-day cut off point. I am still in the dark about my money and my credit card. 
I am still unable to log into my account. This was not user error in yet I not only became a victim of some scam but I am a victim of a banking system who will tell you anything to get you off the phone.

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