Consumer complaint received 2017-05-01
Company: NAVY FEDERAL CREDIT UNION
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In   XXXX   XXXX   I searched the Navy Federal Credit Union website for my account 's tax statements for  XXXX  and previous years. At that time, it was visible that only the latest (   XXXX   ) was made available through that medium. So, I started checking as far back as the website would allow for months ending in  XXXX , to compare. I came upon a check amount that had been withdrawn in   XXXX   XXXX   that I did not recognize. I phoned th e NFCU to inquire about said check. The customer service person sent a check copy to my email. That check bears my account nu mber, but the other numbers on the bottom of the check do not coincide with the check #, nor is it my name, nor signature on said check. I called the customer service line on several occasions regarding the unrecognized check, questioning how that check was able to clear the bank with wrong information. I spoke to a supervisor on several occasions by the name of   XXXX   ( spelling? ) who concurred the check did not seem right with the information on the check, but it had been a mobile deposit from another location and an investigation would be opened, with an investigator contacting me for further details which never happene d. She did send me a pre-completed form for me to return to NFCU. Today, I received a letter from NFCU that it is my responsibility due " After a thorough investigation, we   concluded that no error occurred based on account activity. You are responsible for the full amount of the claim, {$500.00}. You have the right to request information concerning the investigation and how we arrived at this conclusion. '' I phoned the toll free number on the letter and all the cs person in their security dept. could tell me was that from available notes, it was due to being past the 60 days from statement, but could not tell me if it had actually been investigated. Now, that does not seem correct to this consumer due there is still no real explanation as to how the withdrawal even went through the account with such discrepancy on the check, regardless of time, once it was discovered. It seems, indeed, an error that it was paid with no further ado. The mobile banking information is in the copy of the check copied to me, the copy tells the name/address of the individual who relates to the check and the name of who it was paid out to, none of it which is my information, not even my location. I am in  XXXX  ; the party on the check notes a  XXXX  address. Again, it is not clear in my mind how that check was able to be cleared, except to opine that attention was not paid to the specifics of the check. The amount of the check was for {$500.00} paid out of my checking account with NFCU. I was given your agency name for who handles credit union matters when the security dept. customer service person was prompted for the info. by me today. I am reaching out to your agency in hopes that you can assist me with this matter. Thank you very much for your consideration.

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