Consumer complaint received 2024-08-06 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: OH

Complaint narrative:
To whom it XXXX concern, XXXX writing to you today asking for your support and assistance with assiting me with and unfortunate tragedy that has happened to not only me but both of my accounts as well. Unfortunately, I was recently a victim of fraud, I recently ordered a Navy federal XXXX XXXX XXXX  on XX/XX/year> and I made XXXX transactions in total upon opening up this go prepaid card the transaction was for {$5000.00} and {$1000.00} both done on XX/XX/year> XXXX i made an additional {$800.00} ach transfer done on XX/XX/year>, I transferred from my Cash Rewards Navy Federal Credit Card. I was told a card was issued and should arrive at my residence no later than XXXX business days unfortunately no card never arrived. After a month went by l began to become curious as to where the card was and hadn't a card ever been sent considering the fact of the details i received and advice that it shouldn't take longer than XXXX working days so XXXX reached out to XXXX XXXX  Navy Federal Card Services on XX/XX/year> inquiring about my card thats when the Advocate on the phone told me that my card had been issued to the wrong place and that it was returned, I asked how did this happen his had no explanation he sated that he will update my mailing address so that it properly reflects and will issue me out a new card but before updating my address he broight to my attention it had been numerous of transactions from multiple ATM wiping my balance Clean!! He told me he knew it had been fraud due to the fact these charges was well out of my jurisdiction and that the first charge was transactions in XXXX IL, I told him I never in my life been to the state of Illinois even while we was on the phone another fraudlent Transaction tried to go through but the card was blocked he knew my card was intercepted and compromised, unfortunately it wasn't anything he could do besides get me over to disputes to start an fraud claim i was completely traumatized and didbt know what to do!! 
So he got me transferred over there where i spoke to an Representative who assited me with this matter i told her XXXX in need of XXXX assistance and the Rep who transferred me enlightened me that my card had been compromised and that my entire balance on the card had been wiped clean she opened an Claim on my behalf and ensured me that everything was going to be ok to just calm down and keep faith, I expressed to her my concerns because i had Financial obligations to take care and that because of these funds being compromised i will have to to also reach out to XXXX XXXX Credit Card department to let them know what transpired because I transferred the funds over from my Cash Rewards and i never have in my life carried over a balance. XXXX an responsible consumer when it comes to making sure my affairs stay in order, thats when she responded with she will do everything in her power to make sure justice and this situation is resolved at a timely manner, and just to allow you guys to run your course, only to find out she was wrong about everything it sadden me to know unfortunately! I called back the next day XX/XX/year> inquiring about provisional credit do to my financial hardship i just experienced and i need my funds accessible because of my finacial obligations, I just had a XXXX XXXX old son, XXXX the head of my household of XXXX, I have responsibilities still at large and this have set me back on every aspect. My lights was turned off on XX/XX/year> and i couldn't even make it to work because of this matter, I just needed to be accommodated while the investigation was ongoing so a hardship was submitted, unfortunately on XX/XX/year> the claim was completed and it said the claim was denied because a pin was used with the XXXX prepaid debit card at the ATM. Ok, That was an unlawful contradicting reasoning that made no sense, doesnt matter if a pin was used or not, I WASNT THE FRAUDSTER WHO CREATED THE PIN! I never consented to any of those transactions so how can you hold me as a consumer reliable for any fraudulent activity if I never retrieved the card how did I create a pin? If I never retrieved the debit card how can I even know the digit for the card to even create a pin?? A pin was not setup prior to ordering the XXXX XXXX XXXX. Reminder on XX/XX/year> when intiated the transfers the Representative who assited me stated that no pin can be set up at the time of order the only way a pin can ever be established is once the customer receives the card than they will have the discretion to create a pin, well if I never receive or retrieved the card because of a mailing mistake how can I establish a pin for the card I never received?? Its not logical nor does it make sense. XXXX the investigation I provided substantial evidence FTC ( XXXX XXXX XXXX ) Report, police report, phone calls, emails, I called at least XXXX times a day invested so much energy or trying to recover my funds only for very little efforts to be taking on my financial institution ends I had faith that this was a no brainer and clear as day fraud these charges was done in XXXX IL XXXX I provided documentation that shows you how these transactions was clearly not consented or authorized by me, if it wasnt for me calling on XXXX, XXXX I wouldve still been under the impression that my card was still in the shipping and mailing process, I have requested to have this claim review XXXX times already and each time its the same reason for the denial the decision is based off a pin been used when the FTC report XXXX provided clearly shows and state that I have been a victim of identity theft in the past so my information has been compromised on multiple aspect. I have tried and extended XXXX XXXX of resources this is my last state before I seek power from an attorney and get legal actions involved.

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