Consumer complaint received 2021-03-11
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Hello, I have had extreme trouble with Navy Federal Credit Union in regards to a ATM fraud dispute. During the month of XXXX I was the victim of fraud, {$400.00} was withdrawn from a ATM using my debit card and personalized 4 digit pin, And {$400.00} was used via XXXX XXXX. As soon as I noticed I contacted Navy Federal immediately in regards to the fraud to make a claim. The first claim made was never processed it wasnt until I drove 1 hour away from my home to get a new debit card where I was notified the claim wasnt processed. I then proceeded to make a new claim at the branch. After driving an hour back home I was then notified my claim wasnt finished being processed ; I then had to finalize my claim for the third time.After all the trouble I went through to even actually file a proper claim. My claim was denied within a day, Never did a investigator nor the fraud department contact me about my claim. I then contacted Navy Federal in regards to there decision.They based there decision on the fact that My pin was used and that my card was somehow back in my possession after being stolen. I ensured them I have no idea who took my card, how this withdrawal or cashapp charge was processed.I consistently begged and pleaded with Navy Federal to properly investigate this claim ; They never properly investigated. Every time I called I received someone rudely from the fraud department telling me how odd my situation sounds and how no one would know their pin to use their card at an atm. I became a suspect in my own fraud claim.In the middle of a pandemic {$800.00} was taken from me and Navy Federal Credit Union failed to hold their agreement on their Zero Liability Policy. No matter what day or time I call I always receive someone rudely from there fraud department with no intentions on helping me in a situation I have no control over.I have even filed a police report with XXXX Pd something the fraud department ensured would overturn my denial and help me receive my credit.Instead Navy federal replied with a series of questioned to be submitted after I have already notified them of all the answers.Today I called the fraud department an another rude representative told me months after my claim that they will not gIve me any credit or help until I help find and prosecute the person who stole from me.I am not a officer of the law and I have done everything that can possibly be done. She ensured me even with an appeal I will most likely never receive a credit, I was blamed for the fraud done on my account.I have given extremely great recommendations and have had afairly good experience with navy federal until this. It upsets me to have to file a complaint but the measures the fraud department has asked me to do is extreme .In the middle of an pandemic I can not afford to lose money nor waste time finding and prosecuting someone.I trusted Navy Federal with my hard earned money and they failed me and labeled me a suspect after I spoke so highly of there company.It truly saddens me. 




This is a request for help response to my previous complaint in regards to the companys response. The company never reviewed my claim as asked they just provided the same information that was given to me before my complaint to the CFPB. Navy Federal is such a honored bank that I am disappointed that this company responded in such a malicious way to my complaint. Shortly after my complaint was submitted Navy Federal decided that they would restrict my debit card access for three years. I consistently called the company in questioning as to why was this hold was placed on my account, none of the representatives knew of why this hold was placed there ; it was very unusual for them to see such a hold. I spoke with one Representative in the fraud department which told me this was placed on my account in result of my claim for {$800.00}. I have never heard of restricting debit card access because of a claim. I have already traveled to the bank and replaced the debit card the fraud was done on. Not only was I informed I can not use my debit card I was also notified That I couldnt transfer money or Bill pay. After a visit to the branch I was notified that I could not receive nor deposit money into my account because of holds My account was technically closed internally. I have reached out several times as to why these unreasonable restrictions were placed on my account and I still have never received any letter, notification, nor a proper answer as to why. After my initial claim I still had full access to my account including my debit card. It was not until I filed my complaint did I lose all access to my account. What steps were taken in review to my account? What could I possibly do to receive debit card restriction for 3 years? The company has not reached out to me for any additional information so I highly doubt there was ever a proper review to my claim.Still I am being told that because the chip and pin was used that my claim is denied. Does the chip and pin clarify fraud. Pins are able to be compromised it is not impossible. Due to Navy Federals Hold on depositing cash or any forms of payment I am unable to bring the balance from negative in which the fraud done on my account have caused and my account will close if it has not already. Navy Federals response will most likely be now that my account has closed so they can not resolve the problem. This was a unacceptable way to respond to my complaint the unnecessary holds never occurred until I was forced to complain.Also the contact number and extension given on the cfpb has not responded nor answered any phone calls since the information was given. Also I have contacted the number for XXXX XXXX three times a week for two months and have never reviewed a answer.

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