Consumer complaint received 2024-10-09
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION (NV)

I am filing this complaint regarding Navy Federal Credit Unions ( NFCU ) denial of my fraud claim, involving over XXXX unauthorized transactions totaling more than {$6500.00}. These fraudulent transactions occurred between the morning of XX/XX/XXXX ( XXXX, XXXX, XXXX ( XXXX ) through XXXX XXXX XXXX after I accidentally left my debit card in an ATM in XXXX, XXXX. Despite my prompt report and substantial evidence provided, NFCU denied my fraud claim and my several attempts to appeal. 

Details of the Issue : On the morning of XXXX XXXX XXXX, I made a cash withdrawal from an ATM in XXXX, XXXX, and accidentally left my debit card behind in the machine. Shortly after, I received a text message from NFCU asking me to confirm a transaction. Believing it was for my recent withdrawal, I replied Yes, not realizing that this was the start of several fraudulent transactions that would follow. 

The fraudulent transactions continued through the night of XX/XX/XXXX, totaling over {$6500.00}. I was unaware of the fraud until I returned to XXXX XXXXXXXX XXXX on XX/XX/XXXX. After noticing my card was missing, I immediately checked my account and saw a negative balance of - {$15.00}. I contacted NFCU 's fraud department immediately and filed a claim for the unauthorized transactions. 

I provided timestamped receipts from XXXX, XXXX, and my plane ticket, which demonstrate that I left XXXX on the morning of XX/XX/XXXX, proving that I could not have been involved in the transactions that occurred afterward. Additionally, I requested that NFCU provide the exact timestamps and locations of the fraudulent transactions to further support my claim, but they refused to provide this information. 


NFCUs denial of my fraud claim and several appeal was vague and seemed like a copied-and-pasted response, lacking any explanation that would indicate a thorough investigation was conducted. They did not address the specific circumstances of my case, nor did they provide the requested transaction details that could clearly prove I was not at the locationor even in the countryduring most of the fraudulent activities. 

Their refusal to provide critical information and the generic nature of their response suggests that my claim was not given the attention or investigation it required, which raises concerns about their adherence to the proper dispute resolution process. 

I am requesting that NFCU provide the exact timestamps and locations of all the fraudulent transactions so that I can further demonstrate that I was not at the location, or even in the country when these transactions occurred. 

I request that the CFPB investigate whether NFCU followed the proper procedures under Regulation E and whether they conducted a fair and thorough investigation before denying my fraud claim. 

I have bank statements highlighting the fraudulent transactions. 
Receipts from XXXX information of my XXXX location to prove I was not out when most of the transactions happened the morning of XX/XX/XXXX and my plane ticket proves I traveling over XXXX Hours on a plane and on a layover not in XXXX during many of the fraudulent transactions on XX/XX/XXXX. 

Copies of my correspondence with NFCU, including their generic denial response. 
I believe NFCUs handling of this case has been unjust, lacking a proper investigation, and may be in violation of Regulation E. I am seeking CFPBs assistance in resolving this matter promptly.