Consumer complaint received 2022-07-07
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XX/XX/2022 my mom and I went to the NFCU on XXXX XXXX to deposit {$3500.00}. We counted XXXX singles before we put it in the ATM at the ATM should be on camera for sure. Put my pin in and deposited the money. It took a while to count then it came up {$2500.00} counted. My mom and I said thats not right wheres the other {$1000.00}. I hit cancel and my mom went in the branch going off a little because it took the money. I still at the ATM. My mom approached XXXX the branch manager and they had words. He was VERY rude to her and disrespectful he thought she was a child or a friend of mines. I then came in and we deposited the {$3500.00} cash at the teller and still was explaining to them what happened XXXX came over and tried apologizing to us for being so rude and disrespectful once he realized that was my mother. In the branch we explained to XXXX what happened and showed him the {$2500.00} and the {$1000.00} was missing. He said calm down he does the ATM count himself on Monday and will credit my account Monday dont worry. Monday came didnt hear from XXXX at all. Im called the XXXX number Tuesday morning to follow up and explained I was concerned bc XXXX didnt even call to say anything about my money. I explained on the phone what happened and they put me on hold contracted the branch they said and said they were working on it. A few days later I called the XXXX number again yo follow up and they said they didnt know what was going on that they had the wrong ATM on there. Then they said they noted it all and will follow up with XXXX. A few days later I called again and they said XXXX was still working on it by now it was 2 weeks passed. Another few days I called AGAIN I called from out the country with my mom on the phone and they claimed they DIDNT have any records of any money missing and this was really really concerning to me. They told me to file a fraud transaction dispute that Monday XX/XX/XXXX when that made no sense to me when it was a dispute transaction issue with the ATM. Friday my mom and I went up to the branch and sat with XXXX and Will I believe and explained to them everything. XXXX acted like he didnt remember a thing. Which was surprising. We then explained to Tge other guy and he had no knowledge of what was going on. He said he got the claim and just rejected it bc they didnt find {$3500.00} I said it wasnt {$3500.00} it was {$1000.00}. He said after an hour Im the office XXXX n XXXX said they was submitting another claim. By the time we got home which was 10 mins XXXX had called on my cellphone saying it was denied! How is that possible??? And that is not protocol at all. I think someone there took my money bc it took NFCU weeks to correctly file the claim but XXXX had assured us he was counting the ATM that Monday and we never heard anything from him at all. My money is gone and missing. My mom is a XXXX  and she is really upset how this bank handled this. My {$1000.00} is in that ATM or someone took it its that simple. we need the camera footage and NFCU is not cooperating with us. It should not take a whole money for a ATM transact dispute. Someone has my money and I got an eviction letter because of this. I need help. Please ( XXXX ) XXXX

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