Consumer complaint received 2018-04-26
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
First the Facts : XX/XX/XXXX - I noted and unauthorized charge for {$24.00} on my Navy Federal ( NF ) checking account. I contacted NF and was advised to take up the disputed charge with the vender - " XXXX, XXXX XXXX XXXX XXXX XXXX ''. I made multiple attempts to contact the vender but was unable - all calls went to an answering machine at all times of day. This answering machine requested my name, phone number, etc. The web site appeared suspect as well with no chat or meaningful information. 

XX/XX/XXXX - I notified NF of fraud concern. I requested stop payment and was charged {$20.00}. 

XX/XX/XXXX - After reviewing past statements with fraudulent charges from same vender on most months, I notified NF of concern for past recurring fraud. NF advised me to close my checking account and establish new account. Also advised me to complete a form for " Written Statement of Unauthorized Debit. '' NF representative advised me to list all dates for disputed transactions on the same form. I complied. 

XX/XX/XXXX - I discovered that NF had sent electronic bank message that form not processed because it was the incorrect form. I called NF and was advised to submit new form - " Declaration of Forgery/Fraud. '' I complied. I request future communications in writing.

XX/XX/XXXX - I discovered that NF advised me again via electronic bank message that form was not processed because it was an incorrect form. Now I need to submit 27 individual forms, one for each unauthorized transaction. I was advised to complete 27 separate " Written Statement of Unauthorized Debit ''. I complied. I was told to expect 10 days for written results of investigation. NF did reverse 4 of the charges and refunded total {$99.00}.

XX/XX/XXXX - I received a letter dated XX/XX/XXXX that my case was closed because the vender provided an electronic typed signature with my name authorizing the transactions. 

XX/XX/XXXX - I made one final attempt to address my disagreement with the findings but NF representative was dismissive and advised the case was closed. 



I state again that this is fraud. I had never authorized this company to receive any payment for services. No services were ever provided. I had never heard of XXXX XXXX or of XXXX   until this matter arose. I have never had any relationship with this vender and believe that my electronic signature was falsified and that my identity was stolen. Once again I state believe this was bank fraud. 


Navy Federal has ignored my concerns and handled this matter very unprofessionally.

1. As noted above, the way manner in which I was made to fill out forms repeatedly just to file a complaint seems to be a deliberate attempt to discourage people from even filing a complaint.

2. Navy Federal failed to properly notify me that there were problems with the forms. I was never told to monitor the electronic banking site for messages in this regard - I just happened to stumble upon these messages. I was told that communications would be in writing and the only written correspondence was the letter closing the case.

3. There was zero continuity in the ID theft fraud department at Navy Federal. Each time I called about this matter, the case worker seemed to have no knowledge of even the basic fundamental fraud claim. It was as if no one at Navy Federal bothered to even record any of my statements or concerns. I have never experience customer service that was this dysfunctional for a serious concern.

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