Consumer complaint received 2022-01-15
Company: NAVY FEDERAL CREDIT UNION
State: NY
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I was a victim of identity theft I dont no how my credit card information was obtained or by whom, I did lose my phone in early XXXX and I do have all ove my credit card information in my wallet on my phone so it could have been from that or when I go thru a drive thru for food and I pay with my card at that point I am handing my card to a stranger usually a young kid and they sometimes go out of view for a while so it could have been that truthfully I do not no for sure how it was done. What I do know it was done and my personal credit cards that I opened and use on a daily basis were used for that same fraudulent charges and every single bank that investigated the situation all included it was in fact fraudulent charges and they were removed from my credit card statement balance even the bank I am complaining about right now they concluded on one of my credit cards that had fraudulent charges that they were in fact fraudulent charges and on my other credit card I have with them they said they didnt find anything out of the ordinary and they werent going to honor my fraud protection rights. Same bank two credit card accounts 2 separate investigators 2 very different conclusions. So I called up for explanation when I saw the charges were back on my account and I was told that the investigator didnt think they were fraud on that one account because the charges were done in my name and my business name which so happens to be my code word. That basically told me that this investigation was non existent because I did my own investigation and called the merchant where these charges came from and they explained to me that 99 % of their fraud when its done its done exactly the same way my fraudulent charges were done because it increases the thiefs odds of success & like I said every other investigation from multiple banks from multiple other qualified investigators all came to the same conclusion that this was in fact fraud. I have a police report regarding the issue and filed a ftc report. Since they closed my case and rejected my claim with out a fair and just investigation I have called 2 different occasions and I requested them to reopen and requested an appeal I was told to do so thru the mobile app which I did, the only response I received was instructions on how to file an appeal after I already requested one so I did it all over again and I answered each and every question they wanted and gave them a very through explanation and I uploaded my police report which was approved and investigated by the financial crimes division and they found it to be creditable and approved my complaint and report. So I just want the same thing to happen here I didnt make these charges I did not be if it from these charges I did not receive any type of merchandise or compensation from these charges and I never gave any one person or entity to use my credit for any purchase I never have and I never will. My credit is so important to me and I rely on it for my everyday life and to operate and expand my business due to this and the impact on my credit utilization my scores dropped almost 200 points from XXXX to XXXX and now I can not get the mortgage I was in process of applying for. So I am requesting the bank to XXXX my appeal remove all of these fraudulent charges while they do a real investigation like there other XXXX did and then I know I will be vindicated and they will protect me from this fraud that occurred. Other than this I love this bank they were always great to me and I want to continue to be a part of their family for the rest of my life but I need them to do whats right here because if they dont its going to hurt me and my family for many many years of financial struggles.

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