Consumer complaint received 2022-09-01
Company: NAVY FEDERAL CREDIT UNION
State: NJ
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:
My Visa Flagship Card Account Ending in # XXXX, was compromised and used without my permission on XX/XX/2022 for the total amount of {$21000.00} at the XXXX XXXX XXXX, in XXXX, NJ. Upon discovering my wallet and personal items were missing, I immediately went back to Navy Federal Credit Union Branch in XXXX XXXX, NJ. I spoke with a representative regarding my lost wallet in hopes that someone found it and returned it to the branch. At that time the representative reviewed my account to pause my credit cards and found my card was charged for {$21000.00}. I then went to the XXXX XXXX police department to report my wallet missing which consisted of my license, credit cards, debit cards, social security, etc. The police provided me with a report and a case number, in which I provided too NFCU. In return, NFCU advised me that the charge would be investigated, by means of obtaining signature, video footage from the place of the fradulent charges. I was advised that the investigation would take 90 days. After they concluded their investigation, I was advised that they were in favor of the charge and it would remain. In the letter sent determining their reason for denial, it alluded to the fact that I was a criminal and made arrangements with the store. And also stated that they made their decision based on my account spending, in which me and my wife pay off the card numerous times throughout the year. I feel victimized and racially profiled as a criminal by the bank, in which I am the actual victim. NFCU stated that they sent a text msg to my phone asking for permission to process the charge, in which I never received a text message, nor have I ever received a text from them in the past, requesting permission for large transactions. NFCU always calls my phone to verify verbally with me. I contacted XXXX to obtain a phone bill to prove to them that I didn't receive such text, and per XXXX, prepaid accounts do not have bills, nor are calls/texts captured for such events. NFCU also advised me that they did not contact the vendor to obtain video surveillance, or signature, per their policy they do not do such things. But during the initial report of the incident, I was advised they would be doing a thorough investigation, in which it turns out that they did nothing to help me as a victim. Instead they are degrading my character and integrity by making accusations that I am a criminal. I requested that the call that was initiated into NFCU be reviewed and they did not review that either. I'm left in the dark as to what happened and now I have charges for {$21000.00} in which I have no idea of what it is, and they won't provide anything to assist me. I sent video footage to show my whereabouts on that day of the incident, and I went to the scene of the crime and filed a police report with XXXX Police Department. If I had known they were not going to do a thorough investigation, I would have done my own sooner, to prevent any delays. I feel as though I was misled by NFCU by tricking me into thinking they were there to help me. They have not provided any proof that I was involved and I demand, that they review everything thoroughly that was sent over to them, instead of sitting my file on the desk for 90 days and not review anything and turning around denying the fraud case. I am currently awaiting a detective from XXXX police department to be assigned to the case. Clearly you can't put your trust in the bank to protect your money. Instead, they want to make you out to be a criminal.

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