Consumer complaint received 2019-05-14
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:
XXXX XXXX XXXX XXXX XXXX [ XXXX, GA XXXX XX/XX/XXXX Fraud Department Navy Federal Credit Union ( NFCU ) XXXX XXXX XXXX XXXX VA XXXX  Dear Fraud Department : I am writing to appeal the decision to not allow me to have a debit card for my accounts. I did one Via Secure Messenger however, I am trying to allow NFCU to do the right thing in this situation. 

On Wednesday, XX/XX/XXXX that my debit card for my account was no longer usable for a year. This didnt phase me because I had already made it known that the account should be closed. So on XX/XX/XXXX I called NFCU and spoke with a customer service department. After asking about when my account would be closed? I was told that day XXXX, XXXX XXXX. 1st lie. I then brought up the letter about my debit card I asked to make sure everything else was okay with the other debit cards. She checked at told me it was only for the card to the account I was closing. We talked a few minutes about ID THEFT because we both had been through this issue, Although she admitted my situation was far worse. I asked again to make sure all my other cards were working and safe to be used from their end. She assured me again checking other accounts that it was a block for only that card. After that, she told me they send those letters out when someone is closing an account after only having it opened a short time. I told her I understood that but, that with the fraudulent charges on that account it was what NFCU recommended that I do. She told me that would be the way to deal with it. As she was looking up my account she saw that I had been issued 15 debit cards to 4 accounts. I told her yes it was because every single time I opened a new account it would have fraud issues. I told her I had spoken with all three credit unions, The FTC, State and Local law enforcement, XXXX and USPS, and The Social Security Administration. I explained XXXX had done a deep web search and found out all my information was out there for people to buy or sell. That was the reason my accounts were hacked they had my social security number. I told her when I was well enough to go into public places I would be applying for a New SSN. She told me that she would do the same. She then asked if my illness was ongoing I told her that I have been battling XXXX XXXX, XXXX, XXXX, and XXXX XXXX for about 7 years. That I was immune compromised so going into public places was always a high risk for me. She told me she hoped that the doctors would find answers. I said thats why Im asking to make sure my other debit card would work. She told me emphatically YES. So If you lost count that was four times in that conversation alone that I was told that my debit card would be just fine. 

Later that same day XX/XX/XXXX around XXXX XXXX I tried to purchase some OTC medication on XXXX and my card wouldnt work. I called NFCU again and spoke with a man who worked in the Fraud department what was going on with my debit card. He told me after looking at my account that everything was fine that my debit card was not blocked in any way. He said it was probably a glitch in the system. I asked if he was absolutely sure after I told him about the letter he assured me that the letter was strictly for the account I was closing. So I asked when the system glitch would be over. He said to give it an hour or so. I waited until around XXXX XXXX to try buying my medications on XXXX again and again my card was denied. So then I went to another website and tried my card on that site. Again my card was denied. At this point I was frustrated. I called NFCU again at around XXXX XXXX and was transferred to the fraud department again. I told them the glitch was still going on or there was something wrong with my card. This time I was told that my debit card to my new personal account had been canceled and I would no longer be able to have a single account card until XX/XX/XXXX. I asked why and was given the reason that I was in breach of my debit card agreement. Knowing this was not true I pulled out my agreement and read through each of the sections over the phone. When we got to number 10 it said they could cancel my cards at any time for any reason without telling me first. However, two other rules stated that NFCU will alert a member if there is a problem with their account. Since I had called in twice previously this was absolutely not okay with me. The man then told me to call back the next day and speak to a supervisor. I asked him why couldnt I just talk to one now since I was away from home getting treatment at the XXXX XXXX in Florida.   He said they were busy. I could tell this conversation was going nowhere so I agreed to call back the next day. 

So to quickly summarize XX/XX/XXXX I was told my new debit card was fine and would continue to work six times. Then I was told that all cards in my name had been canceled until XX/XX/XXXX. I was told I couldnt speak to a supervisor given the reason they were canceled made NO sense at all. This was causing a lot of stress when I already told NFCU I had major XXXX issues. These problems were keeping me from being able to do the things I needed to do like pay for medications at XXXX, order new otc meds from XXXX, buy the other things I needed while away from home. My XXXX  told me that I am not to be under stress. Being lied to six times and not being able to fix the problem was beyond stressful to the point it was hurting me physically. 

XX/XX/XXXX I called back since that is what I was told to do. I asked to speak to a Fraud department supervisor and I was told that none were in the office until Monday, XX/XX/XXXX. I told them I was told by a Fraud department worker to call back on the XXXX. The customer service rep. ask me what the problem was. I told her what had happened. She said she couldnt do anything about my account or debit card because it was already with the fraud department. I said fine does my debit card for my joint account with my husband work? She said yes and the only way NFCU could cancel it would be if my husband asked for me to be taken off the account since he was the primary owner. That the fraud department or NFCU didnt cancel debit cards to joint accounts unless the owner wanted it. If they did so it would be in breach of contract. So I thought that well at least I could try to do things using that card. It was not a good solution however, it would give me access to my money. 

So that day was a bust, for the most part, all that happened was the man on XX/XX/XXXX just wanted me off the line. Telling me to call on a Saturday when the Fraud department wasnt open. Finding out that the joint account card which I rarely touch because of how my family does banking would still be in use. So I have one working card better than nothing. 

Monday, XX/XX/XXXX I called NFCU bright and early at XXXX XXXX. I asked to speak with a Fraud department supervisor. I was told I would have to speak to a Fraud/Security team member first. Fine, So I was put on hold for seven minutes until a Fraud team member came on the line and asked me what my problem was. I explained about the debit card being closed without a reason as to why it was closed. I told them that I had been told 6 times that my card would not be closed and yet it was. I told the person that the only card I could use was to the joint account and that didnt work well for me. I was placed on a brief hold ( 16 minutes ) the rep came back on the line and said yes all cards had been canceled and the decision would not be reversed to just use the joint account. So I asked if the joint account card would work. I was again told unless my husband the main owner called and had the card canceled that they couldnt cancel that card because that would put NFCU in breach of contract. I said okay. I still wanted to speak to a supervisor about my account because I deserved an answer about why my other card had been canceled. So I was put on a brief hold again ( 8 minutes ) the rep came back and said the person I would need to talk to wasnt in and that they had no idea when the person would be in but I could leave a voicemail and they would call me back. So after being transferred which amounted to another ( 18-minute hold ), I was sent to a survey they do at the end of every call. I was very very very annoyed and called right back. This time I spoke with another fraud department rep. She transferred me to her boss almost instantly. After the supervisor, XXXX was looking over my accounts and the situation that was happening she said this that they canceled my card because I am only allowed to have six debit cards a year in my name. I couldnt have more than five fraud claims a year and I was considered a high-risk member. I thanked her for her honesty about why my card was canceled here though is where I ran into a problem. None of the reasons she gave me were stated anywhere in the debit card contract and every card was issued by the advice of an NFCU rep. That EVERY fraud claim I had filed had been found to be actually fraudulent by NFCU and that the policy written in the debit card contract said I was to be issued a new card for any fraud on my account. So the reasons contradicted their own policies. She agreed that I was 100 % right. She told me I could appeal the decision to include all my efforts to stop the fraud as well as any medical reasons why the decision was the wrong one. Until then I could get a prepaid card. I told her no that if I was getting prepaid it would not be through NFCU after all this. She also told me the joint account card would stay open per contractual agreement. 

So the XX/XX/XXXX calls were a little more productive at least in getting the reasons NFCU had canceled my card but not any solution to finding out how to fix my personal account debit card even though a fraud supervisor said that I had done NOTHING wrong. I was also told again my joint account card would be just fine. Lets remember my joint account card would remain open because closing it would be in breach of contract which was said to me five different times by 3 different people. 

XX/XX/XXXX I tried to use my joint account card and guess what it was denied. I called NFCU and talked to a Fraud supervisor named XXXX who told me that I would not be able to have cards with NFCU until XX/XX/XXXX. I told him I had been told numerous times by different people that they couldnt take that card away from me unless my husband requested it needless to say he hadnt requested it. Brain suggested I go into a local NFCU  to get cash. I told him I was immune compromised and that wouldnt be a safe option for me. He said that he was sorry my appeal had been denied but there was nothing he could do about it. 

My claim was denied because I had 15 debit cards and had more than 7 fraudulent charges totaling over two thousand dollars. That it was a mathematical algorithm that decided I was to high a risk. I was so stressed, frustrated, and honestly angry. NONE of this was good for my XXXX. I, in fact, suffered a XXXX   XXXX that very day. 

So to sum it all up I had spoken to 7 associates of NFCU that my joint account debit card would be fine due to contractual agreements. I had 4 fraud supervisors agree that none of the fraud and cards were my fault and that it was not written in any debit card agreement the number of cards a member could have. I spent well over 8 hours on the phone with different people over the last ten days to get nowhere because there is nothing anyone can do. 

So this letter is to reach out one last time to NFCU and then I will be moving on to the XXXX and Consumer Finical to get arbitration or court set up on this mess. NFCU has a code of ethics on its website for the world to see. 

1. Act with the highest grade of integrity which requires honesty and being candid. ( I was lied to several times and given the rule around many times ). 

2. Accept and recognize personal responsibility to build and maintain the NFCU name. ( The opposite is happening. ) 6. Use the Highest level of professionalism and courtesy. ( This didnt happen either ) After telling people how much I love NFCU I now am beyond mad to hurt by the way I have been treated. I have had undue XXXX XXXX  and XXXX XXXXXXXX because of all that has happened. According to my lawyer suing for XXXX XXXX XXXX XXXX is something we can do. I am not that person by nature I want to give people and companies every possible chance to do the right thing first. So here is your chance NFCU please do the right thing. 



Sincerely, XXXX XXXX Member # XXXX

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