Consumer complaint received 2020-02-19
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX of 2019, shortly before XXXX XXXX, I missed a call as I was on my way to the gym. I listened to the voicemail and returned the call immediately as it was the fraud department from my bank, Navy Federal Credit Union, regarding some suspicious activity. The first thing I noticed was that I had a very difficult time trying to get a hold of someone through the automated system, which had not be the usual case in the past. Once I did get someone on the line, I stated I had received a voicemail regarding some suspicious activity. She began looking up my information and I logged into my account via my app and we went over the transactions that had taken place that were not my doing, only of these had been flagged. The transactions all had taken place in Georgia and Tennessee. She asked if there was any chance that it was me, and I said no, and that I was in XXXX, CA. I also told her I still had my ATM card with me. While she was on the phone I went to check and see if my credit card had been affected as well when I noticed a large amount missing from my savings account. I selected my savings account and noticed that someone had also withdrawn {$9000.00} in cash. I informed the lady on the phone, and she immediately looked into it. She stated someone walked into a branch in Georgia, requested a new Debit card and pin, and then continued to withdraw {$9000.00} in cash from the teller. She said it then appeared as they took then took that same card to make all the suspicious transactions that had been flagged on my checking account. She informed me that they would have to open up two separate claims due to one set of transactions being via Debit card, and the other being performed in person at a branch. She said they would have to wait until the transactions were no longer pending and had cleared. She said they would follow up with me. I did not hear back from them all weekend, so I contacted them the following Monday, XX/XX/2019. I spoke to someone and asked for an update. I spoke to them the next day as well and they said that I would most likely be receiving a temporary credit to my account for the transactions that had been completed via the debit card effecting my checking account, but would not be able to be temporarily credited for the {$9000.00} cash withdrawn due to the difference in investigations. I also learned, after asking them how this could happen, even if they had stolen my information from somewhere else, since Navy Federal has a secret verbal password in order to complete anything. So how did someone know what my verbal password was considering that is not something they can steal from anywhere else, and I was informed that Navy Federal had done away with the need to use the verbal password. I told them, that verbal password could've been the one thing that kept my money safe. I then asked them if they had contacted the authorities in that area where the money was stolen, and I was told that they do not do that, and that if I wanted the authorities contacted, I would have to do it myself. Now, I have never had this happen, so I had unfortunately assumed, that a bank would call the authorities to ensure this doesn't happen at whatever branch it happened in, but I was wrong. So I began my research into what authorities to contact since I reside in XXXX XXXX, CA, the fraud took place in two different states quite far from me, and I didn't know who's jurisdiction this would belong to. A friend of mine that is a police officer in a different city of California, recommended I contact my local sheriff station and speak to them regarding the situation. I went ahead and filed an incident report with XXXX XXXX on XX/XX/XXXX. I let the bank know as well. I continued to keep in contact with the bank asking for updates, and asking if they had figured out how this could've happened, and the staff became ruder and ruder. This was all a very uncomfortable and scary situation from the beginning, and their treatment was very uncaring. I finally received a voicemail in XX/XX/XXXX, stating that my fraud claim for the {$9000.00} claim withdrawal had been denied and deemed my responsibility. I immediately called back and had another rough time trying to track down the woman that had called. Once I was connected to the security/fraud department they verbally told me the same thing. I asked what evidence their decision was based on since I was in XXXX, California when all of the transactions took place. The security lady informed me that due to the fact that the individual used my pin to make the withdrawal that proved that it was me. I verbally disputed this, and informed the lady that I was personally made aware of the fact that someone had walked into that branch shortly before making that withdrawal and was given a new debit card and pin, which is why they had a pin. And that if she looked in the history of it all she would clearly see that. She stated that the decision had been made and that they would not be reopening the claim. She asked if I would like to see the evidence and surveillance that they had proving it was me, and I said yes. She then proceeded to tell me that she would need a subpoena. I was very upset when this happened and told there I wanted to speak to someone else. She told me I could file a dispute on the claim. I called back and asked how I could file a dispute, again, I was treated very poorly and even brought that to their attention. No one would give me the name of the lady that had handled my case, the name if the individual that made the decision on it, or even the file number. They thought I simple wanted to complain about one individual when in reality I was trying to dispute the decision because I had evidence that I was in California the day of the fraudulent activities took place and I needed who to forward everything to. The whole situation was very frustrating and mentally and emotionally draining. On XX/XX/XXXX, I received the denial letter for the {$9000.00} claim as confirmation that it was indeed denied. 
Luckily, on the day the fraud occurred, XX/XX/2019, I was caught on camera in XXXX, CA, on multiple phones due to having a going away luncheon for a colleague at our work office, and I was also caught on my jiu jitsu instructors camera while I was on the phone with the fraud department at the gym. I have contacted an attorney as I feel that my continued pursuits to try to correct this with the security/fraud department will lead nowhere. I do would prefer not to move forth with litigation, but I need my money back! As a new realtor, I am technically self-employed, worked my butt off for that money and still have to pay taxes on all that money that my bank allowed to walk out of the bank branch. It is ludicrous! Where is my protection as a, multiple year, loyal member of that credit union?! It is absurd how easily these people could just walk in and steal my money from my bank IN PERSON. Absolutely makes me afraid to bank ever again! 
The only individuals that treated me with exceptional care, was the initial lady I spoke to, the one that gave me all the details that took place that day, and the very last gentleman by the name of XXXX, that was trying help me figure out how to get things sent to the right person, and although we didn't exactly find anyone concrete, and he found me a general address, he was so kind to me, that I actually broke down crying because FINALLY someone with some compassion for the true victim. Shame on everyone else!

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