Consumer complaint received 2018-03-21
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Companies involved : Navy Federal Credit Union XXXX XXXX XXXX Card On the evening of XX/XX/XXXX, I went out for the evening to see friends at a local club, XXXX XXXX. This is an establishment I did frequent often and do not deny that in any way as I had friends who worked there and stopped up to see them from time to time. On the evening of XX/XX/XXXX I did give my NFCU card to the staff to hold for a tab, as they stated my other card, XXXX XXXX Card on file was not going through which I though was insane however not uncommon as for security reasons cards do this from time to time. I can honestly declare that this card was not in my possession at all once I handed it to the bar staff. I had no knowledge of the charges that were being attempted and made on this account. At one point I received a phone call from NFCU asking if I had authorized a XXXX charge which I stated I did not and stated that. When I inquired about this to the staff I was told this was a huge mistake and would be corrected. 
The next morning I was literally shocked to find out that XXXX XXXX attempted to charge my two card for almost 95K in charges in 3 hours. You have the doc on file showing a breakdown of these charges that the bar was trying to charge both your company and my XXXX over this timeframe. They actually tried to charge both cards for the same fraudulent amounts numerous times. I mean who even could think that these were valid charges, charging two cards for the same amounts within 2 mins of each other? ( The breakdown of all charges attempted/made that evening shows a picture of what I am referring to ). I received XXXX receipts for any of these charges and the signatures on these receipts are nowhere close to my own. When I found out of these charges I immediately went to XXXX XXXX and demanded proof via receipts and camera footage. They did not have receipts on file even though it was less than 36 hours after the incident. In fact, the receipts I provided to your company took me almost 1 full month to acquire. Every day I was told a different story on why the receipts were not available. I repeat, I NEVER had a receipt in hand for any of these charges. When I finally received these receipts I was relieve as I noticed the signatures were nowhere close to my own and that this obvious fraud would be reversed. I did not receive goods or services for these charges the massive amounts of uncharacteristic charges were for bar staff tips. I mean come on, one charge was for {$9800.00} as a tip for bottled water?!?!? This is so far beyond even being believable by anyone yet it is has been a nightmare to get anyone to listen since, your card is chipped and wasnt reported as stolen per the mail correspondence I received. XXXX was stolen from me in 4 hours time, XXXX through NFCU and XXXX through my XXXX Card by people who did not think I would miss that money or do anything about it. Thank XXXX I reached my limit on my card as they attempted to charge XXXX ( Docs to you also show this amount ). This is probably the best proof I have outside of the fraudulent signatures and fact that the video recordings are non-existent now. If I truly authorized those charges and XXXX of the XXXX was declined, why didnt this establishment kick me out and try to come after the money from both credit card companies and me?!? 
Please re-open this investigation. I did not authorize nor spend these funds. I did not have my card in my possession and was denied even getting receipt proof for almost 1 month. I have filed police reports and have attorneys working on this matter however I am asking you to do the right thing and reverse these funds that have stolen from me. 

Here is a complete breakdown of charges and time per credit card companies. The charges with the asterisks were attempted and thank XXXX declined by both companies. 

XXXX XXXX XXXX ( XX/XX/XXXX- XX/XX/XXXX ) $ XXXX- XXXX $ XXXX- XXXX * $ XXXX- XXXX ** ( declined ) * $ XXXX- XXXX ** ( declined ) Total- {$41000.00} XXXX XXXX Card ( XX/XX/XXXX - XX/XX/XXXX ) $ XXXX- XXXX $ XXXX- XXXX $ XXXX- XXXX $ XXXX- XXXX $ XXXX- XXXX ** $ XXXX- XXXX ( declined so they charged the other card 3 mins later ) ** $ XXXX- XXXX ( declined so they attempted on other card ) $ XXXX- XXXX $ XXXX- XXXX Total- {$52000.00} To be fully clear, I did not authorize ANY of the charges over {$840.00}. The {$840.00} and smaller were valid, ALL charges over that were not valid and charged as tips/non merchandise. No receipts were provided upon demand for almost 1 full month. The signatures were completely forged and nowhere near my own. When large charges were declined, the merchant tried to use another card they had at a bar tab for these charges as you can see from the timeline above. When that did not work they just charged for smaller amounts that were not being flagged by the credit card companies. My credit has now dropped 90points due to both cards being maxed out. We have lost the fraud dispute with both companies who cited since my card is a chipped card and not reported stolen I would be responsible for these charges. 

Please contact me at any time for further details

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