Consumer complaint received 2022-09-21
Company: NAVY FEDERAL CREDIT UNION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX between XXXX I deposited cash into the ATM machine @ XXXX XXXX XXXX XXXX ( Self-help Co-op ATM for Navy Federal Credit Union ) the machine malfunctioned keeping my card and {$1100.00} ( all XXXX bills ) without giving me a receipt. My account shows no record of the deposit. I called in and spoke with a rep ( XXXX XXXX who started a claim prior to me leaving the ATM location. XXXX issued a new debit card which I have received and stated that a provisional credit would be issued within 10 days. Claim ref # XXXX. 
On the morning of XX/XX/XXXX, I drove back to the XXXX XXXX at XXXX XXXX XXXX XXXX as suggested by another Navy Federal phone rep XXXX after discussing the matter on XX/XX/XXXX. XXXX XXXX also informed me that there was a new note on the account which stated that a provisional credit may be placed on the account between 20-45 days. At XXXX on XX/XX/XXXX upon opening of the bank I spoke with the security XXXX XXXX who remembered me being at the ATM and the branch manager XXXX  XXXX who stated that the machine has not been functioning correctly for a while, other customers have had problems prior to the day of my incident, and last Friday XX/XX/XXXX & Monday XX/XX/XXXX someone was out to service the machine. According to XXXX XXXX XXXX XXXX  rents that office space and does not own, manage or service the ATM machine. The bank manager stated that XXXX manages and services the ATM machine and Navy Federal should be reaching out to them to resolve this matter. Although no one has put an out-of-service sign on the machine XXXX XXXX states she does not recommend people use it until it has been properly repaired. I E-messaged Navy Federal to inform them of my conversation with the Bank Manager and uploaded a copy of the bank manager 's business card. Navy federal responded with an E-message that stated " Thank you for your follow-up, E-message. The provided information/documentation has been attached to your dispute claim for reference. If you have any other questions or need additional assistance, please do not hesitate to contact us. '' XX/XX/XXXX I called Navy federal to follow up on the claim and was told by XXXX that the claim had been closed stating the complaint was unfounded. I asked the rep to provide me with the information Navy federal received from the XXXX XXXX or XXXX to validate their decision but to no avail, the information was not made readily available to me. I asked if anyone reached out to XXXX since XXXX does not accept complaints from customers or pulled the video footage from the ATM. XXXX states she did not have that information. 
I also called XXXX who states the bank must contact them directly they can not work with me as a consumer to handle this matter. Therefore, currently, I am requesting the assistance of your office to settle this matter ASAP. I am a woman of integrity and a registered nurse who works hard for my money, and I'd like some assistance in resolving this matter please, and not to be made to feel like this did not happen to me. 

Thanks, XXXX XXXX

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