Consumer complaint received 2018-10-14 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
On XX/XX/XXXX and XX/XX/XXXX of 2018 and outside account hacked my online bank account and created a fake bank account to pay off my credit card and did two cash advances of {$1800.00} totaling to {$3600.00} and transferred the money through my checking account and then went on to transfer the money through XXXX cash app. Prior to this incident I had no knowledge of XXXX or even that I could do a cash advance on  my credit card. I had called Navy Federal Credit Union after finding out that all this was going on with my account and I had put in a claim to the fraud department and their response was that it should be an easy fix. Throughout the whole process I had never gotten a notification that my accounts were even overdrawn or had money being transferred in my account. 
After weeks of waiting to here back from Navy Federal they denied my claim and when I talked to the lead investigator he was very aggressive and rude on the phone pointing the blame at me and repetitively asking me who did it when I told him a numerous amount of times that my own parents do not have access to my banking information or online accounts. 
That following week I had gone into the branch and filed an appeal and the representative even acknowledged that there are numerous signs that I had nothing to do with the cash advances or bank transfers due to the fact that there has been minimal activity in my account since I've been in XXXX for the past year and the moment I go home to California to visit my parents all this happens at once. They approved my appeal and sorted out my checking account but neglected to sort out my credit card account which left me over the limit in {$7300.00} when the limit on my credit card is {$6000.00}. Due to the cash advances and fake payments through this outside fake account put me at a minimum payment of {$1300.00} when my initial balance on my card was close to {$3000.00}. 
I had to then put in a claim again for my credit card which later got denied as well as the appeal weeks later. 
It's now XXXX and the issue is still not resolved after many back and forth calls with Navy Federal, filing a police report, and my credit score dropping 91 points and my credit card still over the limit. I'm only a college student who has never dealt with something like this before and I did not expect Navy Federal to be so unhelpful in this situation and just make it worst than the original outcome. Every representative I've talked to on the phone has been rude, short tempered, and accusing me for all this mishap on my account. Now I'm back in XXXX and have my parents carrying out this process with Navy Federal but they still want to say that this is all my fault and will not email or call my parents back after leaving voicemails every other day. 
The only reason I have a credit card is in case of emergencies while I'm here in XXXX and now I can't even have it as a backup in case there was a serious emergency. This whole process has been very heart breaking because I know for a fact that Navy Federal Credit Union does not want to admit that they have flaws in their system but this incident did happen and somehow I'm the one to blame.

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