Consumer complaint received 2023-05-16
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, I was contacted by the Navy Federal phone number ( XXXX ) XXXX - by a man who stated they were with the NFCU fraud department. Shortly after, while at work at XXXX XXXX XXXX, XXXX XXXX, CA XXXX, I recognized that the funds in my account were being spent in Arizona at XXXX and several other " designer stores. '' Approximately {$1800.00} from my checking and {$900.00} from my savings account was stolen. I contacted Navy Federal, who froze the account and began the process for a compromised account/ Stolen PII. I was issued a credit for the initial {$1700.00} and was advised that the additional ( approximate ) {$900.00} would arrive after further investigation ( this never came ). I was given a new checking account, savings account, and debit card. I launched a security alert with XXXX and began the terrible process of updating my payment information for direct deposit, utility bills, wifi, and so on. 

From XX/XX/XXXX - XX/XX/XXXX - I heard nothing further from NFCU regarding the matter. 

On XX/XX/XXXX- Navy federal denied the original claim for {$1700.00} and retracted the funds from my account, leaving me at negative XXXX dollars on Friday after working a XXXX work week. 

According to the NFCU supervisors at the Oklahoma call center, the case was closed, and my current situation was irrelevant. Beginning with giving me the run around to obtain the vague letter ; to treating me like a criminal / liar over the phone. One supervisor even stated that she could contact an investigator to help but would not do so. Another supervisor made an unauthorized transfer of {$53.00} from my savings account to my checking so I could get a meal. I begged and pleaded with multiple supervisors over the weekend as I had XXXX funds, which would be the beginning of my problems. I would remain appalled that not only did Navy Federal fail to return the entirety of my stolen funds but also retracted the partial amount initially allocated. 

I contacted Navy Federal Credit Union multiple times, where I was advised to seek out the letter sent to my mothers ' house at XXXX XXXX XXXX XXXX, XXXX XXXX, IL, XXXX. The letter states, " Based on a thorough investigation of your account activity, we have determined that no error has occurred. '' - no further explanation, no further supporting documentation, no victim questioning, and nothing was provided nor performed by NFCU. 

I requested supporting documentation for how the decision was made- It was refused and denied by the NFCU call center supervisor. 
I requested what kind of supporting document I could provide to exonerate me from this baseless claim- Not one NFCU employee could relay such information. 
I requested a more detailed explanation for the statement " Based on a thorough investigation of your account activity, we have determined that no error has occurred. '' - which not one NFCU employee could provide. 
I requested names, emails, and phone numbers for NFCU employees- was flat-out refused by every employee I asked. 

On XX/XX/XXXX, I met with one of the employees at the Navy Federal in XXXX, California. I stated my case, and the NFCU employee gave me the security appeal form. I was then instructed to leave immediately if there were no further concerns. Intimidated and still needing clarification about the required steps, I would drive home with no other information besides a form. 

Throughout that day, I spoke with several supervisors at the Oklahoma call center. All but one refused to help me. I am trying to remember her name, but this supervisor was the only one willing to help voice my case and advised me on all required supporting documentation. 

I provided on XX/XX/XXXX : - appeal questionnaire on the NFCU XXXX XXXX  - The security appeal form. 
- Timesheets. 
- Pictures at work. 
- Account statements highlighting conflicting time periods and geographical locations. 
Timelines of the entire event. 

Since then, it has been three weeks and three days on XX/XX/XXXX. I have asked periodically every several days to request an update or timeline on the appeal. I have received the same message stating, " Thank you for your message. After further review, we show that your appeal is still being investigated. Currently, there is no specific time frame we can provide, they are worked on in the order they are received. ". 

The relationship between Navy Federal Credit Union and I has become a problem that has branched into multiple aspects of my life. I was led to believe that members have rights, and these are not being honored. Such as safeguarding members ' accounts from purchases made outside their geographical location. Or " the right to any documentation on how the decision was made. ". I am disappointed with how Navy Federal has treated me despite being a member for ten years. All I am requesting is the original funds that were stolen on XX/XX/XXXX. I am confident that the investigator involved made a mistake. I sincerely and respectfully request any help, as Navy Federal will not do anything. I fear Navy Federal Credit Union will remain silent and never return the money I worked hard for and earned. I feel betrayed and will no longer be banking with Navy Federal once my money is returned. I would appreciate any further steps, timelines, or points of contact to which I can provide supporting documents. 

Very respectfully, XXXX XXXX

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