Consumer complaint received 2024-10-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
On XX/XX/XXXX at or around XXXX i reached out to Navy Federal Credit Union to report my lost/Missing debit card. The representative proceeded to asked me follow up questions regarding my last know transactions. I gave the representative the information of my last known transactions. The representative proceeded to tell me of a charge that I did not recognize nor did was I able to see the charge for myself on the banking app, so I proceeded to inform the representative that I was unaware of the charge which she mention. So the representative proceeded to follow the fraudulent unauthorized charges protocols. The representative informed me that the lost/Missing card was immediately discarded and there would be a provisional credit on my account. The representative then proceeded to ask how would I like to proceeded with receiving a new card. I was given the options to have a card expedited over night with a {$12.00} fee applied to my account or I could go into the branch. I told this representative I would go into the branch. On today XX/XX/XXXX at or around XXXX XXXX I went into the Navy Federal Branch located in XXXX, GA and I was informed that I was prohibited by the Bank for obtaining a debit card up to 1 year do to being place on a level V restrictions after have more then 5 fraud claims in a one year time frame. The personal banker at the branch did try to reach out for clarification but was told the decision was irreversible. However, while having this conversation we learned that the previous representative from the night before erroneously applied provisions to my account and file the action as a fraud when that's far from what I, the customer, asked of her. I specifically told the representative on XX/XX/XXXX while speaking to her on the phone that I simply lost my card. My words exactly to the representative were that I had no idea of the unidentified charge in which she speak of and because I don't see it I was not calling to dispute a charge only have my card replace. If the charge she spoke of were to show up at a later date in time I would then dispute that charge but for the moment I only wanted to replace my card. Now I am without a debit card for a year until XX/XX/XXXX with a financial institution I have been a member of since joining the XXXX XXXX in XXXX. Now that I no longer have access to a debit card I'm reduce to scrambling to locate a Navy Federal Credit Union branch which is 30 minutes to hour at minimum. I'm a XXXX combat veteran thats also now teleworking as a federal agent for the U.S. Department of Labor and have to struggle to get access to my funds from the bank that will only service me if I'm at the branch location versus having the benefit to utilize the ATM like all other customers and all other XXXX XXXX XXXX XXXX XXXX XXXX. This is such a major grievance and hardship because without a debit card I can not conduct daily affairs as I usually would in the digital accessible world as many others are able too. I believe this action would go against the XXXX, Accessibility 504, among many others. Please help or I will take the matters up with a member of congress and if necessary the courts.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief