Consumer complaint received 2019-10-21
Company: NAVY FEDERAL CREDIT UNION
State: DC
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:
I called Navy Federal on XX/XX/2019 at XXXX XXXX  to report an unauthorized charge on my debit card ( Incident # XXXX ). The representative that took my call informed me at the end of the call to be on the lookout for an email from the Credit Union and to be certain to respond to the email. I did receive the aforementioned email on XX/XX/2019 requesting any supporting documents and/or information and stating that I submit the information by XX/XX/2019. I sent several items along with my response on XX/XX/2019 at XXXX. In the email was this paragraph, If you have any questions regarding this matter or to submit the requested documentation, you may reply to this email or call us toll free anytime at XXXX. If you prefer, you may send us a secure message online at navyfederal.orgvia our Online Banking service or write to Navy Federal Credit Union, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, VA XXXX. You may also reach us by fax at XXXX. Sincerely, Debit Card Dispute Resolution So, I replied to the email at XXXX XXXX. However, your staff keep accusing me of not responding to the email which is not true. I called on XX/XX/2019 after noticing that the temporary credit was reversed. I did not receive any communication from Navy Federal regarding this decision. I called and finally spoke with XXXX who identified himself as a supervisor in the Frauds Department. He took the time to research my account and determined that I had sent the email and requested information and put the credit back in place. He also noticed that the reversal was done prior to your close of business. Again, I received no communication from Navy Federal Credit Union but this credit was also reversed. 
I called again on XX/XX/2019 and told rather than asked that I had not responded to the emails sent to me. This is not true I originally responded on XX/XX/XXXX, I called on XX/XX/XXXX, and again on XX/XX/XXXX. No one from the credit union has once asked me for a copy of the email and attachments I sent prior to XX/XX/2019. The assumption is that I the member with a lower balance account is lying. I believe your staff believe that if they continue to ignore me, continue to be rude to me when I call, that I will go away and that is not an option! Certain members of your staff have been downright rude, nasty and very antagonistic. No one has attempted to resolve my issue. 
I have done everything that has been requested of me. With the email being ambiguous at the least I should have been given the benefit of the doubt and asked to send the information again. Not have an ambiguous email and penalize me for what you are sending out. 
For the record I do believe that if I were of a different persuasion with a larger balance in my account I would not be in this position. I am seeking a full refund of the unauthorized charge, along with the {$40.00} Oops credit line fees credited back to my account. An apology should also be given and perhaps record all calls to your organization. 

Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX

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