Consumer complaint received 2017-02-21
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
In XXXX of 2015 I closed my credit card accounts with NFCU and opened new ones due to a recent separation. They were supposed to arrive at the bank so that I could pick them up. They never were received and I had to reorder new ones. I ended up XXXX to XXXX with the XXXX. XXXX in XXXX and reporting to XXXX XXXX, XXXX, still had not gotten my new credit cards. Upon my return, I went to pay on my Navy Federal Credit Union credit card and they told me that my account was over drawn. I told them that it could not be and that I was not even in the country. They went on to tell me that there was a over the counter draft done on my credit card that was done in the branch at XXXX XXXX, XXXX. They told me that they would conduct a fraud case on this transaction and that they would get back to me. It was 3 months later when I had to go in to a branch of Navy Federal Credit Union in XXXX XXXX XXXX and ask them what had become of the case. They told me on numerous occasions that they were still working on this case and that they would let me know. I finally went back to the branch and they told me that the case had been closed and that it had shown that I has indeed the one who did this transaction. I explained to them that why would I have to go in to Navy Federal to do a cash advance in the counter when NFCU offers you this service online on their banking website/ I asked told them if I wanted to draw money off of my NFCU credit card, I could just transfer these funds on the website in to my checking. They told me that they had done their due diligence and they were closing the case. I then asked for the supporting documents and for them to show me the signed slip that was used to sign for the funds. They refused to do so. Finally, a young lady names XXXX XXXX who worked at the branch told me that she knew that they had been lying to me and that she could provide me this information via email. She said that they were wrong to not provide me a requested copy of the transaction and she then sent me the information that I requested. Upon looking at the information, they used old loan documents to verify the signature of the desk slip that was provided. The signature that I have on file does not match my actual signature. Even if you look at the documents that were used, my signature does not match. I also requested that Navy Federal show me the video footage from the transaction and they refused. They said that they could not show it to me. In the email and documents provided, they stated that my signature was verified by someone at that branch. I feel like someone from that branch stole my credit cards and used them. When they were told to verify this transaction, this is the person who was contacted and they said that the signatures matched. If you look at the attached documents, you will see that the signatures are similar, but not alike. Additionally, I was not in the state of XXXX when this fraud happened. Even to this day, NFCU put me on a payment plan to help me fix this issue, however, every month, they are reporting that this credit card it late, even though they draft the money out of my account monthly.

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