Consumer complaint received 2022-12-21
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I currently bank with Navy Federal. On XX/XX/XXXX unauthorized purchases were made on my account one from XXXX XXXX in the amount of XXXX and XXXX for XXXX. Not only was my navy federal acct compromised, 3 of my other accounts were compromised as well. For the exact same amounts. This information was also provided to Navy Federal. The target purchase was stopped and flagged as fraudulent, but they allowed the XXXX XXXX purchase to be authorized. I informed them that this was not me, and they gave a provisional credit. They later sent out a message that they were reversing the credit because they found it to be non fraudulent on XX/XX/XXXX. I visited the branch on XX/XX/XXXX where I was told by a representative that I allowed someone to use my card, I informed her that I did not, and she was persistent that I did. I asked what evidence or information did they find to come to this decision. She said she could not see that information, but I informed her the letter sent stated that I could request this documentation. I was told she had no way to help me request the information, I then asked what I needed to do to appeal. I was informed to send an emessage, I also asked what needed to be included it was told to me to just state I wanted to appeal the decision and why. I did so and submitted it on XX/XX/XXXX. I still had not received a response, which the emessage stated someone should respond to me within 72 hours. I revisited the branch on XX/XX/XXXX and informed another bank rep that I had not received a response to my appeal, she then called someone and they stated that I did not receive a response because my message did not contain enough information. I informed them that I put the information the previous bank rep informed me to write. They sent me a list of questions, in which I completed, and sent back the same day. On XX/XX/XXXX they replied to my initial message that I sent on XX/XX/XXXX ( the one that did not have enough information ) with the same questions that I completed on XX/XX/XXXX. I then revisited the branch once again concerned that my appeal would be delayed and my checking acct would be closed. I also informed this rep that I sent a message back on XX/XX/XXXX and that the emessage system stated that I would receive a response in 72 hours. She then called a rep in the fraud appeals department and they stated they answer in order they receive it. I explained to her that was poor service because people expect that if that is what is said. She stated that she could try to send a email to a higher person to try to expedite the process and get the situation handled. After sending the email, I later received a emessage that stated my appeal will be reviewed and its no specific timeframe in which it will be done. XX/XX/XXXX I spoke with a rep via the phone in the fraud department, I informed her that I was calling to check the status of my claimed she informed me that it was denied again because I did not send over proof or documentation. I informed her that no one ever requested any type of proof or documentation, she placed me on hold and stated that someone said if I send over what proof I had they would look into it. It is now XXXX XXXX. I am still yet to have the problem resolved or my money reimbursed.

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