Consumer complaint received 2021-07-23
Company: NAVY FEDERAL CREDIT UNION
State: TX
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 filed my claim to be reviewed again claim number XXXX after it was denied. I deposited XXXX on XXXX XXXX in an atm in XXXX, Texas and the atm advised me that I can only deposit XXXX bills at a time and asked if I wanted to continue or take out all the cash. I press continue and the atm only deposited XXXX out of my XXXX and did not give me back the rest of my cash. My money should be protected with navy federal. I am also requesting for this video to be reviewed. This is not fair to me as a customer. This was an error with navy federal Then on XX/XX/2021 I asked for another case to be reviewed case XXXX. I spoke with a representative today and was told my case was denied because transactions were chip verified. When I made the claim i was told if a transaction was suspious I am to file the transactions that did not belong to me. For example my claimed was denied for the XXXX  transaction that was made back t back to the same location with a different passenger and phone number that did not belong to me. I do not feel that it was fair to deny the whole claim. I also advised the representative the card was on my possession however at the time I was not aware that the person I rented a room in my home was taking my card and putting it back in my purse. I recently found my credit card statements in her possession and I am currently reporting this to law enforcement. We share a common area and I did not notice this at the time when making the claim, I did not know this claim would be denied. This is not fair to me at all because my card was stolen and fraud was done in my name. I am also noticing that this person has purchased things to copy my personal documents and made a copy of my Identification. After confronting this thief she has not returned to my home. I am going through identity theft and stolen possessions. I did was I was told by your banking representative and turned my card in to the bank in XXXX, Tx. Again please reopen this case and look further into my claim. I did not deserve this and identity theft is hard to prove. I did not want to lie and say my card was stolen when anytime I went to use my card it was back in my possession. It is hard to accuse someone of something without proof. I did not even get a message from you, I had to call multiple times to find out the status of my case and no one reached out to me for more information nor have I received any communication from you. It is not fair to deny something without even reaching out to me, this would of helped me and I would of provided more information to you. I do not like how this case was processed. I have went through this claim process before and to be honest I am very disappointed in this credit union. I was not notified my claim was being denied. Reach out to your customers before denying a claim because I am being defrauded

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