Consumer complaint received 2023-03-17
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My daughter is helping me submit this, and is typing this for me. I am elderly and XXXX veteran. Last year, from XX/XX/2022 to XX/XX/2022, a family member began using my debit card without permission, to buy things. they made a large purchase online. During the course of the year, they repeatedly stole my ATM card and used it to go shopping without my permission. 
I was unaware that they were stealing from me, and did not find out until XXXX or so, in the fall. During that year, i also gave this person my ATM card, so that they could do some grocery shopping etc, for me. I trusted them. They used my ATM card to withdraw money from the ATM, thousands of dollars a day at times. Over the course of the year my entire savings, {$20000.00}, was wiped out. We calculated that they stole at least {$27000.00} from my account. We didnt find out until my caregiver took me to the bank because my card was getting declined. 
There may have been a time when i gave them the PIN number for my card, trusting them and thinking they were helping me. After we found out, we managed to get a new card, which he then stole also and kept using. Even after we would change PINS he was able to use the card and steal the card. 
The bank is washing their hands and denying any fraud claims. I of course understand them not wanting to be responsible for such a large amount of money- however, as {$27000.00} was being vacuumed out of my account over the span of only several months, they did not contact me and recieved no notifications. They did not freeze my card, did not freeze my account... even when on certain days, there would be ATM withdrawals of {$1000.00}, over and over, from a totally different bank or random ATM. 
Even if they were not willing to help with the ATM withdrawals, i guess i was hoping that some of the shopping would be covered- as the card was stolen and used without my permission at all. the thief did not need my PIN to shop online or at XXXX... 

My daughter 's bank is very protective and will call her or freeze her card if she gets gas in a different town than usual! I just find it hard to believe that they missed this activity and that it did not seem suspicious to them. Of course I should have kept a better eye on the account as well but i have limitations due to being XXXX and when i needed information, i would just call the bank to ask about my balance. They never offered me any information about all the money being sucked out so rapidly. Even when it reached XXXX dollars, the only thing that happened was my card started getting declined. 

I understand and respect their decision not to help me out at all. But the fact remains that my card was stolen and used to shop, even if you ignore the ATM withdrawals. 
I believe that however small i should at least receive some small compensation. One thing was a TV that was bought for {$1500.00}, i certainly don't have that tv, as the person kept it for themself. Anything would be very helpful, because i am living hand to mouth and it is a real struggle at this point because i need more care than i can afford. 

The bank told me to take this issue up with the police. I did talk to the police and they were unwilling to help me, because they said this person was family and i gave them the card. But there were plenty of times that the card was stolen from me, and even the times that i gave it, i did not authorize them to steal so much money. I may try again to file a police report again, but i am concerned that this type of thing has been allowed to happen in America, and no one seems to have my interests in mind as a victim of theft, fraud. The bank and the police have refused to help me, and i don't know where to turn. I would appreciate any kind of help you could offer me, and I'm sure you can come to a just decision regarding my situation. Thank you very much for your consideration. 

Note : the bank did not give me any paperwork or emails regarding this decision yet. They notified me by phone, and told me they would send emails for appeals or with further question, to follow up with them in ten days. They have not sent me anything, and they have my current email because i receive correspondence from them. So the only thing i can upload would be the fraud claims at this point, or bank statements. which id be happy to have my daughter do. thanks.

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