Consumer complaint received 2021-06-24
Company: NAVY FEDERAL CREDIT UNION
State: VA
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:
On XX/XX/2021, I received a text message from Navy Federal Credit Union about suspicious activity at XXXX XXXX. I replied 'No ' at XXXX XXXX. I got a response that Id receive a call but could not pick up the call due to being at work. As soon as I was out of work, I replied 'No ; a second time at XXXX. I got a call from the fraud prevention department and the conversation with the representative I explained that I believe my card was lost/stolen and while on the phone I identified several transactions did not belong to me that happened between XX/XX/2021 and XX/XX/2021. I also told the representative that I believe my debit card, ID, and a USB containing sensitive financial information may have fallen out of my basketball shorts when I ran to my car after my haircut in XXXX, FL. I ran to my car because it was pouring rain. I also explained that I was in XXXX, FL from XX/XX/2021 to XX/XX/2021 to process the purchase of a home. ( Inspection, Escrow, Closing ) Furthermore, I explained that my nieces were with me and that I was also in XXXX to take them to XXXX XXXX. I then explained that I had driven back to XXXX  XXXX, VA during the night of XX/XX/2021. 
The transactions I identified to the representative as fraud/unauthorized are as follows : XX/XX/2021 - XXXX XXXX XXXX XXXX - {$600.00} XX/XX/2021 - XXXX XXXX XXXX XXXX - {$600.00} XX/XX/2021 - XXXX XXXX XXXX XXXX - {$600.00} XX/XX/2021 - XXXX XXXX XXXX XXXX - {$600.00} XX/XX/2021 - XXXX XXXX  XXXX XXXX XXXX XXXX {$1600.00} XX/XX/2021 - XXXX*XXXX  XXXX  XXXX XXXX XXXX - {$2000.00} Pending - XXXX  XXXX XXXX  - {$40.00} Pending - XXXX XXXX XXXX  - {$25.00} Pending - XXXX XXXX XXXX  - {$19.00} Pending - XXXX XXXX XXXX  - {$15.00} Pending - XXXX XXXX XXXX  - {$10.00} Pending - XXXX XXXX XXXX  - {$11.00} On XX/XX/2021, a letter was sent out to my home address. I received the letter on XX/XX/2021 that stated that the found no errors to and the claim was denied. I immediately called Navy Federal and spoke with a representative and requested information on how they conducted an investigation in less than 48hrs. The representative advised that I reopen the claim and send in supporting information. I explained to the representative that I have gotten tested for COVID-19 on XX/XX/2021 because I was not feeling well after my trip to Florida and got my results the evening of XX/XX/2021. I asked if this would help and if my credit card statement would suffice as it showed that I was in Florida and Virginia during the time of the fraud. He said any supporting information would help. So on XX/XX/2021 I sent them my COVID-19 results showing when and where the test was taken. On XX/XX/2021 I sent them my XXXX credit card statement which showed several transactions in XXXX FL, XXXX SC, and XXXX  XXXX VA with dates. 

On XX/XX/2021, I received a message on Navy Federal 's online messaging center that stated they have received the documentation and to allow up to 14 business days for them to investigate. Unfortunately, I never got a response. 

On XX/XX/2021, I sent a message on Navy Federal 's online messaging center requesting an update. 

On XX/XX/2021, I called and was told that the investigating representative was not in and to call again tomorrow. 

On XX/XX/2021, I called and got hold of the fraud department and was told the claim was denied. I again explained everything to the representative and he said I can open an appeal to the denied claim and to provide as much supporting documentation. 

At this point, I am fed up. 
Today, XX/XX/2021, I submit a detailed explanation as to why I believe the claim should be in my favor. I submitted screenshots of the email conversations between the XXXX mortgage loan officer, my realtor, and the title processing company. I submitted a letter from the title processing company that explained that I was in XXXX in their offices XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I submitted photos that are dated and time stamped of my nieces and I in XXXX XXXX. I submitted the intention of gift letter from my mother that was sent to the mortgage loan officer for underwriting. I submitted the XXXX Police Report ( redacted information due to it being an active investigation ) and the contact information to the officer in charge of the investigation. I resubmitted my COVID-19 test results that shows that I was in XXXX  XXXX, VA on XX/XX/2021 and that the results came back on XX/XX/2021 as positive. I resubmitted my XXXX credit card statement was showed I was in XXXX FL from XX/XX/2021 to XX/XX/2021 and XXXX  XXXX since XX/XX/2021.

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