Consumer complaint received 2023-04-25
Company: STATE EMPLOYEES CREDIT UNION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Last XX/XX/2022 my bank account had financial fraud. When I first became aware of this and I didn't authorize any of the transactions, check that were written, the wire transfers I didn't approve of either. Along with these internet transfers had high fees attached to these transfers. When I first became aware of these unauthorized transactions I immediately called the customer care number and reported it. The guy that was helping me gave me a new account number but did not issue a new debit card which I asked him if I would be receiving one and he said no, which I thought was strange. However he reassured me that it was fine that I didn't need a new debit card. I trusted him. So I had a new account number at this time so I thought everything was fine, I was wrong the guy on the customer care line had linked the new account with my old account so the activity was still happening without me knowing. When I realized it once again what he had done I contacted customer care again and at this point I was issued a new account and bank card, and she made sure the accounts weren't linked together. This was not my fault even the lady from XXXX XXXX customer care team confirmed this. However, I took the steps on my part and filed a police report, and took all the steps to cover myself so that I would be compensated back. I filed my police report with XXXX XXXX XXXX XXXX ( XXXX ). The detective took my statement and I signed all paperwork to give him access to my accounts and any information needed while investigating my account. The detective arrested XXXX females almost XXXX weeks ago for the financial fraud on my account. When the detective called to let me know the arrests that were made. He also told me that he had reached out to the fraud department " XXXX '' but could never get anyone to return his calls. While the investigation was taking place the fraud department had sent me a letter basically saying they would not continue this investigation and that I had basically lied about my account and the unauthorized transactions. They had decided that they would be closing my case and made it sound like they spoke with the detective. When in fact no one spoke with the detective. The employees that worked in the fraud department were never nice in dealing with them on the many occasions I spoke to them and it was several times that I was basically called a liar. So when the detective contacted me almost XXXX weeks ago and told me the news with the arrests and the investigation and how if he could be of any assistance in helping me recover the money that was took from me not to hesitate to call and he would help me in any way possible. He also told me that he never spoke with anyone. I asked him if it was true about what the credit fraud department had told me, and it was not. I have been a member of SECU for 8 plus years now and you want to think that when your account has this happen that your bank would stand behind their customers not this credit union. It's really sad for anyone to experience this but to have your bank not on your side, I'm lost for words. So when the detective told me the news of the arrests that had been made It was a sense of relief, so I immediately contacted my local branch and spoke with XXXX XXXX who had sat with me for over 3 hours in reviewing all the transactions that weren't mine, he even knew that it was fraud it was very obvious he even said himself. ( For example there would be a charge made by myself and XXXX minutes later another charge but it would be a good XXXX minutes away from where I was. There were several times that the transactions would be happening at the same time but at XXXX totally different places. ) XXXX told me I would have to contact customer care and he gave me the account numbers so it could be easily accessed. I called many times only to be put on hold and no one would answer when I was transferred and if they did answer it was only someone picking up the phone and hanging up on me. This happened I know for a fact XXXX  times. I called for XXXX weeks straight before finally speaking with someone and I was told XXXX was the XXXX on this case that I needed to speak with her but she was out of office for the next few days for me to leave a message and that he would also make note and make sure she returned my call back on Thursday XXXX well I never got a call, so I started calling the care line again everyday and it was the same as before I would be left on the line or someone would pick up and hang up on me. Then I spoke with a lady and she in fact her exact words were " hold on XXXX while I ask some questions about this case '', XXXX would never take my call or speak with me on this matter she avoided me at all costs. That is very unprofessional in my opinion. I at least deserve to have my call taken, well when the employee came back she said " they have closed your case and the fraud department also decided that they would not reopen your case, I asked why, I said well the arrests were made so I wasn't lying about any of this like they had said I was. The lady went on to say that it had taken to long, I understand it had been a long time but it's not like I could tell the detective you have to hurry up with your investigation. I did everything I was supposed to do to be compensated back the money that was rightfully mine. So now this is where I am and it really sucks to feel like this, it's one thing to be the victim and to experience financial fraud but to have the bank not backing you either I wouldn't wish this on anyone. This has been so stressful, humiliating, embarrassing along with the sleepless nights I have experienced. Not only did this affect me it affected my fiance and my kids. I would like to add that in their policy it states that they will stand behind their customers and that if police reports are filed, and you notify them immediately when you notice the activity. I did everything I was supposed to do. Also, it states that if they see transactions that they may suspect they will send a text about your account, I never received anything from SECU and you don't have to sign up to receive for this alert.

Company response to consumer: Closed with explanation