Consumer complaint received 2024-03-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: NAVY FEDERAL CREDIT UNION
State: MI

Complaint narrative:
On or around XX/XX/2023 i went to my XXXX XXXX XXXX XXXX  in XXXX XXXX  that ive been banking with for several years to deposit money. I had recently opened a new account with navy federal and due to there being no branches near me I had to resort to using a bank that was co-oped with them. which after discussing this matter with the bank teller i was informed that the only way to make this deposit would be through the atm using my navy federal debit card. I drove back around in a attempt to make a deposit at the atm. I was allowed to insert my navy federal debit card, pin, transaction type and was prompted to insert the money id like to deposit. After inserting the money a total of {$5000.00} i was told that the transaction could not be completed and that my items would be returned, i recevied what i had believed to be the full {$5000.00} then the screen asked if id like to make another transaction or return my card as i clicked return my card the remainder of the money came out and was quickly sucked back in i quickly counted the cash I had recevied back and noticed that i was missing an entire {$2000.00} i tried to use the atm again in attempts of it returning my money, i tried backing up to speak to someone which of course they could not hear me so i drove around to speak to someone and was told id need to come in to make a dispute. After going into the bank and explaning what happened the banker opened a dispute for me as well as made a copy of the receipt i had recevied from the atm. I was told i should hear back within 24 hours the next day comes and goes adn ive heared nothing from them. I call to see whats going on as i am out of {$2000.00} that I NEEDED, i was told that there was nothing that they could do and that id have to file a dispute directly with navy federal. That is just what I did i told navy federal exactly what happened and a dispute was opened as well as a {$2000.00} credit was given to me. After about a month i get a email notifying me that i have a message from navy federal. The message states that they checked the atm and that there went and extra funds int the atm so they simply took the {$2000.00} credit from mya count putting my account in a negative and causing me overall to go in debit due to the large amount of funds that was completely gone. ive sent emails ive called and overall they basically told me that they did two investigations and that i needed to contact a lawyer. which i was very far from a place to be able to obtain a lawyer i couldnt even afford to SPEAK TO ONE after dozens of calls i was finally told that retaining a lawyer for this situation would probably cost more than i lost in the first place which was very depressing and discourging being told by everyone that my money is gone and there is nothing that i can do about it. recently After speaking with a friend they told me i could come and file a complaint and theres a possibilty that you guys could help me.

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