Consumer complaint received 2024-09-13
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION (GA)

My debit card was declined after attempting to make a payment for my insurance bill. My card should not have declined there should have been More than enough funds in my accounts also I just deposited {$2000.00} 2 days prior to this incident. After my card was declined I decided to look at my bank statement I immediately notice multiple unauthorized fraudulent transactions and also there was hold on some funds on my checking account. I did not want to wait to call in the morning so I decided to navy federal around XXXX XXXX  XXXX XXXX. 

I called requesting to be transferred to the fraud department to cancel my debit card and checking account to avoid any more fraudulent transactions. The representatives name I believe was XXXX. I told her I need to make a report about the fraudulent unauthorized transaction on my account. Before we even start on reviewing the transactions. 

She immediately accused me with a false allegations stating that I had recently filed for a dispute on XXXX XXXX I responded with I did? I was so confused. Because I dont remember doing so. So we already started off with much confusion, she realizes she made a mistakes and attempts to correct herself saying she read the account wrong. I just disregarded it not thinking much of it. 

As we begin going over to verify the transactions that were in question and I told her that I did not recognize the Names on The transactions on XX/XX/XXXX, with the description of XXXX XXXX XXXX XXXX XXXX CA null amount {$50.00} or XXXX XXXX XXXX XXXX *XXXX XXXX XXXX XXXX Ca Null amount {$25.00} and so fourth she Responded with these charges were not deducted from my account and I was refunded and credit for those charges. ( also that any transaction that said Null was never charged ) I assumed because she was doing her job correctly that she was correct so I asked her to just look over my account and file for whatever she saw fit that was fraudulent because as we were going over the transactions I tried to log on to look over account activity with her, but I was unable to because when I tried logging on it said it was under maintaince. This happens frequently at night with navy federal. I did have a printed copy but not the most recent state or transaction activity that I could look at.

So I just allowed her to do her job thinking she would have by best interest to help me as a customer navy federal because it is their fiduciary duty to have your best interest. She stated she would have to read some disclosure and required verify with me a transaction that that I approved and remembered making as part of the process necessary to move forward she asked me on XX/XX/XXXX did I remember approving this transaction I said yes transaction DEBIT-DC XXXX XXXX Plus XXXX XXXX Null she said okay and begins to look for a file for the fraudulent charges when she finishes and she going to make the claim and I should receive a email notifying me of the claim. I asked he if she could give me the amount that was disputed and she says the amount of {$1000.00} for debit card ending XXXX and the amount of {$450.00} XXXX stated to her but I see more transactions that I did not authorize and she states the transactions that said NULL next to it I was NEVER CHARGED. I said okay not feeling certain with what she stated but had not other choice. 

I also asked her to explain to me why my account had funds that were pending or on hold. She never explained that to me nor mentioned that navy federal d without my consent to transfer out of my checking account in the amount of {$590.00} to pay for my credit card I had with navy federal that they canceled on me with no explanation or notice. Basically in so many words saying we dont care what you owe but your owe us first and took it out of my checking account and it was pending when I called wanted them to verify why my account was declined and the fraudulent activity and funds that were being held. The following after less than XXXX hours after I made the fraud claim after not receiving any email or notice I was worried so I tried to log on to my bank account as so I tried logging on the immediately received a email stating that they have investigate the claim and decided to deny my claim. Based on a review of your account activity. This includes, but is not limited to, transaction details, account history and/or differences between your claim and the activity in your account. 

After receiving this notice I decided to download my bank statement and look over every single transaction activity to make sure that it was properly investigated. After looking over my state and bank activity I made sure download a copy and print a hard copy to read and review. After doing so I realized the representative did not correctly do her job and incorrectly made false statements and provided absolutely XXXX proper assistants. 

1. ) The transactions I attempted to mention and she immediately tried to deny me of with the response say those transactions were never charged. She was wrong the transactions that said Null at the end were charged and the amount was deducted out of my checking account.

2. ) their decision based on my statement and the claim I made they said were not accurate? I believe she asked me to verify a one of the most recent transactions that I approved and I stated the transaction well according to her that it the transaction that had the word null it was never charged so I believe based on that assumption the claim was denied because they presumed that the transaction was not charged so the transaction I claimed to approved was incorrect.

3. ) the fact it they were wrong and all the transaction on my account that said null was in fact charged and deducted from my account I have copies of all the transactions and statements to prove they were wrong. Based on this I had to look over carefully all the transactions on my account that were not authorized and added the total amount which was way more than the representative filed for.

So how am I suppose to believe and rely on the bank or bankers representive to determine correctly that why correctly investigated and had made the correct determination my claim is not accurate and denied?. Please review over make a proper investigation. Also the strangest thing to me is navy federal left me a voicemail stating they are with the fraud department asking me to verify my recent activity because of possible fraudulent activity. When I do call them they state they find no errors on my account and will be denying my claim? Why did they call me?

Also why is navy federal bank statement and transactions activity so confusing to read and understand? Most bank account have pending transactions and posted transaction. Why do they have transaction descriptions that end with the word null when asking them for an explanation they stated that those transactions were never cleared. If they didnt clear why is the transaction posting on our account with the word null thats so misleading and the answer they provided was incorrect because the transaction that ended with the word null were in fact posted to my account and the amount was deducted from my balance. After my thorough review I believe navy federal system is slow to properly post the transaction that are in pending status to posted status. So when this happens the transactions they approve to be processed will be pending first but if you have multiple transactions it will say null because the amount was approved at the time of pending and posted are not correctly added to the balance which will technically say null making you believe it was adjusted or credited because it actually debited from you account already but was late on processing the updated transaction amount but in fact it was debited. This is was I have observed and believe. But please investigate and correct. Attached is my statements with the fraudulent transaction and highlighted the were taken out of my account they navy federal incorrectly stated to me. And improperly determined and denied my claims.

Attached is highlighted with date and amount for transactions in the total amount that should be correctly disputed and example of a transaction with the word ending in null where it was slow to post the transaction from pending to posted transaction. 
Account ending in XXXX and debit card ending in XXXX dispute amount of {$1000.00} Account ending in XXXX and debit card ending in XXXX dispute amount of {$4500.00} also attached information I recently became aware of data breach that my sensitive personal information including name, phone number, email, social security, home address and password are exposed and leaked that I am affected by multiple data breaches leaving me vulnerable to fraud and sensitive account potentially being compromised or fraudently used. 
EVERDAY CHECKING XXXX DEBIT-DC XXXX XXXX XXXX*XXXX  XXXX XXXX XXXX CA null Transfers - {$100.00} DEBIT-DC XXXX XXXX XXXX XXXX XXXX XXXX CA null Transfers - {$100.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA null Transfers - $ XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX CA null Transfers - {$54.00} DEBIT-DC XXXX XXXX XXXX  XXXX XXXX XXXX CA XXXX XXXX - {$500.00} DEBIT-DC XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA null Transfers XXXX $ XXXX XXXX XXXX XXXX XXXX XXXX CA null Transfers - $ XXXXTransfer to XXXX XXXX XXXX - {$400.00} Transfer to XXXX XXXX  Transfers - {$350.00} Transfer to XXXX XXXX  XXXX - {$310.00} Transfer to XXXX XXXX Transfers - {$300.00} XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX CA Transfers - {$68.00} XXXX XX XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA Transfers - {$53.00} Debit- XXXX XXXXXXXX XXXX XXXX  XXXX XXXX XXXX CA Transfers XXXX {$180.00} XXXX XXXX XXXXXXXX XXXX XXXX  XXXX XXXX XXXX CA Transfers - {$170.00} XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX CA Transfers - {$72.00} XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX CA Transfers - {$150.00} XXXX XXXX XXXXXXXX XXXX XXXX  XXXX XXXX XXXX CA Transfers - {$120.00} XXXX XX XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA XXXX XXXX {$190.00} XXXX XXXX  XXXX XXXX XXXX  XXXX XXXX XXXX CA Transfers - {$150.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA Transfers - {$150.00} EVERYDAY CHECKING XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX CA null Transfers - {$50.00} DEBIT-XXXX  XXXX XXXX XXXX MI XXXX XXXX CA null Transfers - {$25.00} DEBIT-DC XXXX XXXX XXXX XXXX  XXXX CA null Transfers - {$10.00} DEBIT-DC XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA null Transfers - {$500.00} DEBIT-DC XXXX CXXXX XXXX XXXX XXXX XXXX CA null Transfers - {$500.00}