Consumer complaint received 2022-07-02
Company: NAVY FEDERAL CREDIT UNION
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2022 I called Navy Federal Credit Union to tell them that there were fraudulent transactions on my account. 

At the time I was not able to provide much information. Whoever had stolen my information and made the purchases did so in a way that was very confusing. 

They made thousands of transactions across all of my credit cards. As well as attempting transactions to XXXX accounts that didn't even exist. At times they made these purchase attempts very rapidly. 

This meant that there was an overwhelming number of transactions and I couldn't possibly go through each one, especially in a short time frame. It seemed they wanted it reported right away. 

So, when I called I gave my best guesses on what may have happened, but I didn't know much for sure. I had hoped that they bank would be able to contact the merchant and track the IP of the person who made the purchase. 

My first fraud claim did not include much information. But I called back more than once during the process to ask if they needed any other information. They told me they would call me if they did. 

That fraud claim was denied and I was told I could appeal it and include more information. But no one told me specifically what information I should include or why it was denied in the first place. 

Anytime I called I would talk to a person who was not a fraud investigator. But someone else who did not actually know what information was needed. There were several times in later appeals that I was told to get some specific, difficult to obtain information and that is what they would need. But then when I would submit it, it seemed like the fraud investigators didn't even look at it. 

I feel they don't look at it because even when given very complete proof that something is true they will respond with a generic message that doesn't make sense given what I have told them. 

When I call everyone says they can't do anything about the fraud investigators, they have their own process. 

I submitted my claim and it was denied as was the appeal based on information that I gave early on, that I later found out was incorrect. 

During my first call with them, I stated that I had let someone use my XXXX account and that I thought that might have been how they were able to access my XXXX XXXX account. 

I found out later that was untrue. I found out that someone was logging onto my XXXX account and stealing my information. I could see that there were phones logged in that were not mine. The IP they were using and log in date happen to match purchases. 

The phones were from a different cell phone provider than what I have. 

These phones first logged in the same day I bought a new computer from a person who claimed they worked for XXXX. I later found out of that person was lying and likely sold me a computer that was infected with Malware and Spyware. 

I sent them the emails and they can see I made a cash withdrawal of that amount that day to buy the computer. Then I sent them the screenshots of the devices that logged into my XXXX that day. 

I have sent them a report from the FTC, the FBI, the police. 

I have sent them the emails from both XXXX and XXXX XXXX that state that someone was making fraudulent purchases using my account around the same time as these other charges. They were attempting to buy Gift Cards which is a common scam. 

I have been told that they have no obligation to investigate my claim, because they already denied it. But they denied it based on incomplete information. 

I have been told that the burden of proof is on me. But even when I present complete proof they ignore it. 

They tell me that they can't contact XXXX XXXX or the game merchant and that I have to. But when I try to contact them, they tell me it's my banks job to reach out to them and they can not share that information with me. 

The game merchant does track information for purchases. But they will not give it to me. I need Navy Federal to help and contact these businesses for me. 

I expected that my bank would help me in this situation. Especially given that they have a fraud protection garuntee. But they have not offered me any sort of help or advice. 

The total for the transactions is around {$10000.00}. Almost of that was to XXXX XXXX. And it was done in many transactions ranging in price from {$1.00} to {$100.00}. 

It has been months. I have had to spend so much of my time on the phone or computer. Looking for information I barely understand because I am not getting help from my bank that claims boasts fraud protection. 

I told them I could not afford to pay the monthly payments on {$10000.00} of debt that I did not accrue. I asked if there was a way to defer the payments. They did not offer me any assistance with that. 

I asked them to provide me with the information they used to deny my claim and they said they could not. 

When pressed on it they did give me reasons, all of which I had already disproven with evidence. 

I asked for their proof such as records of calls they claim to have made to me but they would not provide. 

I can not prove that I did not talk to them when they claim I did if they can not even tell me when they claim to have called me. 

I have had no communication from them. I have received no assistance. It seems like there is no amount of evidence or proof I could give them that would cause them to even listen to me.

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