Consumer complaint received 2023-09-07
Company: NAVY FEDERAL CREDIT UNION
State: MD
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:
On XXXX XXXX I received a text message stating that it was from Navy Federal about suspicious fraudulent transactions on my debit card and a few minutes later a phone call.During the call I was asked to give identification to setup alerts to prevent this in the future.I was busy at work and was trying to finish the call so i was only following instructions and not being focused. I am a XXXX XXXX XXXX and was working in South Dakota. I set up travel plans with Navy Federal credit Union as soon as I arrived in XXXX XXXXLater that afternoon I noticed XXXX {$50.00} dollars transactions on my account and I was thinking if that is the same transaction I received the call about, I called the bank on XXXXinforming them that those transactions were fraudulent and not authorized by me and I told them about the call and the texts from the bank and the representative said that she will make a fraudulent report and I told her I spoke to someone yesterday who said that he did that and she said that no report was made and she will file one now.on XX/XX/23 a provisional credit of the fraud transaction was placed in my account the sum of $ XXXX.while the claim is being investigated. On XX/XX/23 I received a mail from NFCU that the provisional credit placed in my account {$450.00}. Will be removed on XX/XX/23. 
After a lot of back and forth the NFCU denied the claim stating that the transaction was made from my phone and XXXX said i did made the transaction, I called XXXX and was told that the transaction was not made by me but my account and phone IP was used.After several back and forth I realized that the call was when the transaction was done I called the bank and ask if they texted and call me on XX/XX/23 and they said no. 
I sent the XXXX  receipt showing i did not made those transactions and I told them what XXXX said .I re filed the claim several times and eventually on the XX/XX/23 I received a mail from NFCU stating that they have made a final determination based on the facts of their investigation that my fraud claim was valid and the provisional amount of {$1900.00}. Will remain in my account.But on XXXX the entire amount of the provisional payment was removed from my account.so i called the NFCU reminding them that the money was removed from my account and needed to be returned to my account and then after a long two hour call I was told that I will have to wait until a week later for them return my money, but every time I called i got a different response and i made a police report and also to the FBI and i was refunded only {$1500.00}. Only when asked no one can give me a valid response. I reminded them of the final decision the sent to me in the mail but no resolution to refund me my {$450.00}. Remaining money to date. I was treated rudely and they hung up the phone finally. I asked for the supporting documents to verify their actions and was told I have to subpoena them.

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