Consumer complaint received 2017-08-10
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:
On XXXX XXXX, 2017, I opened the Navy Federal Mobile App to check my balance. I noticed that there were two unauthorized transactions on my account. {$200.00} was taken from my account via a XXXX XXXX XXXX in XXXX, GA and {$300.00} was taken from my savings account via an XXXX XXXX XXXX in XXXX. I immediately called the toll free number provided in the app. I filed a fraud claim. In this claim, I said that the card was in possession, and I was unsure how anyone could access my account and remove money. I was informed that a full investigation would be made. I was given a provisional credit and told if the investigator had any questions, I would be contacted. On XXXX XXXX, 2017, I opened the mobile app to check my bank account again. I saw that the provisional credit was removed from my account. I immediately called the toll free number provided on the app. In this phone call, I was told my fraud claim was denied. I asked why no one contacted me to ask me any questions or inform me that my claim was denied. I was told that a letter containing this information was sent to me. To this date, I have not received this letter. I further inquired what I could do. The teller said I could leave a message on the voicemail of my investigator because it was after hours. I left a message. The next morning, I called again during business hours. The investigator refused to speak to me. The teller relayed the message that reason my claim was denied was I never reported my card lost or stolen. I informed the teller that I never lost my card, and that I said this in my original report. I was told to leave another message with the investigator, and I did so. I filed a police report with XXXX County Police Department and FBI Internet Crimes Complaint Center. On XXXX XXXX, 2017, I called the toll free number again because I had yet to be called back. The teller called the investigator, and he did not answer. The teller then called the supervisor of the investigation. I was told that he was in a meeting. I left a message with the supervisor. On XXXX XXXX 2017, I called the toll free number again because I had not received a call back from the investigator or his supervisor. The teller called the investigator again. She informed me that I would have to submit a formal appeal via mail or fax. I faxed a letter of appeal to Navy Federal on the same day. I received a call later in the evening from XXXX, the assistant supervisor in the fraud department saying that my fraud claim was still denied. I would need to get more information if I wanted it reversed. He gave me the addresses and times of the transactions. He told me the first transaction was at XXXX at the XXXX XXXX XXXX on XXXX XXXX XXXX in XXXX . He said the second transaction was at XXXX at the XXXX XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX I called the XXXX County Police department to update my police report with the information I received from XXXX on the exact locations and times. They told me to call XXXX Police department because that is the city of one of the banks where the money was taken from my account. When I called XXXX PD, they told me to call XXXX PD because there were two transactions in different cities, and XXXX would handle it because that is where I live. I called the XXXX PD, and they sent an officer to my house to take the report. When he arrived, he said because the banks are outside of their jurisdiction they can not help me. On XXXX XXXX, 2017, I filed a police report in person at the XXXX Police Department. I was given a case number and told that I can pick up a copy of the police report on XXXX XXXX or XXXX. On XXXX XXXX, XXXX or XXXX, my mother calls Navy Federal. She speaks to XXXX. She asks for XXXX supervisor. He refuses to give her that information. She calls Navy Federal again to speak to someone else. The person informs us that our case is in appeal and that the person handling our case is named XXXX. On XXXX XXXX, I was called by Detective XXXX XXXX of the XXXX Police Department. He asked for my email address to send my forms to fill out with more information about the case. I filled out the forms and returned them to him the same day. On XXXX XXXX, I email Detective XXXX to see if there was an update on the case. He responded that he received the records from Navy Federal the day before. According to the records, the location of one of the transactions was not the XXXX XXXX XXXX on XXXX XXXX XXXX, as XXXX of NFCU told me, it was actually the XXXX XXXX XXXX in the the XXXX XXXX XXXX XXXX, which is the jurisdiction of the XXXX County Police Department. In the email, Detective XXXX says that he has forwarded the records to the XXXX County Police Department and the XXXX Police Department. On XXXX XXXX, I also send a message to Navy Federal via their online message center asking about the status of my fraud case. They inform me that the case is still denied. On XXXX XXXX, my mother and I call Navy Federal to find out more information on why the appeal was denied and why I was never contacted to be told the appeal was denied. We speak to XXXX. He relays a message from the fraud department that the case has been denied because the further information that I have provided ( a copy of the XXXX County Police Report and a copy of the FBI report ) was not sufficient information to change the decision. My mother asks to speak with XXXX, the appeal person handling my case, XXXX says that XXXX refuses to speak with us regarding the case. XXXX says they never received anything from us in writing. This is incorrect. I sent the information online through the NFCU message center and through the mail. My mother asks who she can speak to. XXXX transfers us to XXXX, a supervisor. XXXX says he can not help us because he is not in the fraud department. On XXXX XXXX, I call the XXXX County Police Department and explain to them the situation with the detective from XXXX. They explain to me that report should have been filed in XXXX since this is where I live and the fraud occurred at twXXXX locations. They transfer me to XXXX PD and XXXX explains to XXXX my situation. XXXX sends an officer to my house. He takes the police report. He says I can pick up a copy of the policy report in 3-5 business days.

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