Consumer complaint received 2017-05-18
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Spoke with Navy Federal Credit Union pertaining to Fraudulent transaction that an ex roommate committed. Gave them his name and information for the claim, also provided the Federal Affidavit of identity theft, concluding the transactions were fraudulent. The Fraud Investigator stated that she approved the fraudulent transactions because nobody specified if the card was in my possession at the time of the use. I stated to her, that the first thing the person asked me was if the card was in my possession and I stated no it was not. My roommate gained access to my card. I stated to her as I told the previous representative, that he has XXXX XXXX  issues, and has a problem with going into others belongings. I asked her to reopen the investigation and conduct a real investigation. She began to become very dry, and stated that she investigated the matter, and upon 10 times requesting a supervisor, she finally stated that the issue will be excalated to a supervisor and a supervisor will be calling me within 24 to 48 business hours. As stated, XXXX XXXX tomorrow morning would be the 48 hour cut off time, at which time I have received no call from any supervisor. I went to my account today, and all of my funds in XXXX were stolen, and they stated it was to satisfy the outstanding balance from the fraudulent charges. This bank has stolen my funds and sided with identity thieves which does not sound like or even began to look as though they are XXXX XXXX, and some other entity is doing this to my accounts, which would be illegal. I spoke to a number of people and advised them, that XXXX XXXX gives a written notice anytime, funds are being withdrawn without the consent of the customer. They give the date and the time, and allow for the customer to be informed. This is not good business practice as I was not given proper notice of them stealing my funds to compensate for fraudulent transactions. I spoke with XXXX who declined for me to speak to any supervisor. I called back and spoke with a person by the name of XXXX, and later found out her name was not XXXX, it was XXXX, whom transferred me to XXXX, who claimed she was a supervisor, and stated they will not be returning my funds to my account until the investigation is over, she claimed her supervisor was named XXXX, and would not be able to be reached, and there is nothing that anyone could do when they could have. They could have placed my funds back into my account, but chose not to. Called back and spoke with an individual named XXXX who transferred me to her supervisor named XXXX, XXXX stated that he could not return my funds back into my account either, and stated his supervisor was named XXXX, and could not be reached. I am demanding XXXX XXXX Return every fund into my account, immediately, and pay for any damages this may have caused. I payed my vehicle payment, before they took these funds without notice, and without my authorization. People should be able to trust their bank, to uphold integrity, and look for the best interest of their customers. This credit union conducted itself as a sleezy bank such as XXXX, or XXXX XXXX XXXX, and has completely lost all of my trust. I am requesting all individuals involved be terminated, and that XXXX XXXX begin to be customer oriented as they once were, looking for the best interest of its customers, and giving excellent customer service, and not robbing its customers of peace of mind that their funds will be in their account at all times, without someone tampering with it. If someone commits fraud, for them to be there for their customers, without hesitation or question, and help their customer in that most violated time. Not to assist the identity thieves, and make the customer pay for something they did not do. I want my funds immediately, and all to be terminated and banished from reviewing my account in any form. And yes, to conduct a thorough investigation.

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