Consumer complaint received 2019-06-10
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/19 I noticed that there were unauthorized charges on my account totaling {$1300.00}. I immediately called Navy Federal regarding the unauthorized charges and was told they could not do anything until the charges posted to my account. The lady I spoke with made me feel as though she didn't believe me when we spoke stating that how can it be fraud when the original card was inserted. Well thieves can get a hold of anyones information these days. Also this fraud took place in Louisiana and I reside in Texas and was at work/home while these transactions took place in Texas. On XX/XX/19 I sent a message to Navy Federal regarding the status of my claim. They never responded until XX/XX/19 with this message : " Thank you for your eMessage, Ms. XXXX. A fraud claim has been filed on your behalf in the amount of {$1300.00}. We will provisionally credit your account for the unauthorized transactions within five ( 5 ) business days after receiving your fraud claim. Please note this is a temporary credit adjustment. If the merchant issues a credit, or if any of the charges in question are found to be valid, our provisional credits associated with those transactions will be reversed. Any fees associated with the charges will be refunded once the claim has been investigated ''. Navy Federal never provided the provisional credit. The same day on XX/XX/19 I received a message from Navy Federal Stating :  We have thoroughly investigated your card fraud claim in the amount of {$1300.00}. XXXX and determined that no fraud has occurred. A letter has been sent to your address on file. If you receive secure electronic notifications from NFCU you will receive an eMessage through Online Banking. Your claim will be closed ''. How could you have possible spent enough time investigating a claim in 1 day! Navy Federal never sent me an other explanations. So I called and spoke with a representative in the fraud department and was told that I could appeal same. I told the representative that I filed a Identity Theft Report, after I had spoken with my local police department, this is what they advised me to do. The representative in the fraud department said great, send us a message stating you want to appeal the decision and state what happened and attach the report. He said this should be all the information we need to credit your account back. So I sent the appeal in on XX/XX/19 and attached the Identity Theft Report. On XX/XX/19 I received a message from Navy Federal stating the following : " Thank you for your follow-up eMessage. The additional information you provided has been added to your claim. We regret that the information provided did not change the outcome of our investigation. Based on a thorough investigation of your account activity, we have determined that no error has occurred ''. No other information was provided on what they did to come to this outcome and again did not provide a provisional credit and took less than a day to make a decision. I did my part by following the Federal Electronic Fund Transfer Act, and reporting this fraud immediately and within 60 days. This does not make since to me. Now I am tied up with overdraft fees and I can't pay the bills I need to pay. I also had additional cards compromised and those companies replaced my money immediately after sending in the Identify Theft Report. Navy Federal do your job and protect my account like any other Credit Union would do. I joined your bank thinking I was in good hands  as members own shares in Credit Unions. Well I guess I was wrong you guys are just like publicly owned banks and care only about yourselves and not protecting your members. I ask that you please take a second look at this and do the right thing by crediting my account for the {$1300.00}.

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