Consumer complaint received 2024-07-22 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: VA

Complaint narrative:
While incarcerated in the XXXX of Pennsylvania from XXXX, as well as XXXX month in a transitional house { ctr } ; funds were illegally taken from my Checking and Savings account at NFCU ( Navy Federal Credit Union ) . Funds were also illegally withdrawn from my Visa Rewards account beginning at a minimum XX/XX/XXXX to pay for interest or principal payments toward my balance. in the month of XXXX alone two such payments were made.My funds are protected as every deposit into my Savings account comes via Department of Treasury XXXX Benefits and any money in my checking post XXXX XXXX XXXX would be transferred from Savings to cover Mortgage/pre authorized automatic bill payments and such. All funds entering my savings account after XX/XX/XXXX were protected and that protection follows internal transfers. 
I submitted a Fraud Complaint for XXXX XX/XX/XXXX disputing withdrawls from my checking and savings accounts POS, and ATM withdrawls. For card ending XXXX. As of XX/XX/XXXX I had received no word from NFCU despite the fraud form clearly stating " A provisional credit for the amount of the claim will be issued within XXXX business days '' The form goes on to say that I have 10 business days to submit all documentation and any documentation not received does not have to be included in their determination. 
I phoned NFCU and was told my claim was denied and a letter was mailed to my home of record. Since I was still in Pennsylvania, I would not have received it ; however I was instructed I could appeal the claim online. I appealed it using on-line banking ( which I told the bank I do not like to use because XXXX XXXX my roommate ( gf? ) was stealing my financial information since early XXXX. Because the password reset for Mobile never changed ; once she knew my access number and last XXXX of my social she only needed to log into mobile banking to gain access to my funds. However, I was told that the only way to file a fraud claim outside a branch was to file on-line. So I placed an appeal on-line which I was informed again by phone on the XXXX of XXXX had been refused again and a letter sent to my home. I would be in XXXX Pa until XX/XX/XXXX and would not receive my first letter until my return but after discussing with an account rep my issue, she recommended a Police Report once I returned home and felt Id be refunded. I placed a report with the XXXX XXXX Sherriffs Dept in XXXX of XXXX ( approx the XXXX ) XXXX Deputy XXXX Deputy XXXX, Deputy XXXX and Sgt XXXX have all at one point been involved in the investigation. To date no arrest. I was not reimbursed never given my provisional credit multiple attempts to reconcile have failed. The card number on the claim was changed by the representitive at the bank each time. Because the dates never changed, a correction was made by me XX/XX/XXXX in the amount of {$200.00} because after reviewing the original claim I realized a {$200.00} XXXX had actually been sent to me during the period I claimed. The new claim was then for XXXX?. and a new debit card number, the rep failed to mention an insufficient funds letter issued XX/XX/XXXX XXXX days prior to my visit and in my mailbox upon my return home from XXXX Pa XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX To date I have not been reimbursed, given any legitimate reason for my denial or received the contractually obligated provisional credit within five business days. I would like NFCU to honor the Fraud Contract and reimburse me the entirety of the claim as it has been well over 180days since my initial complaint, and I believe representitive error played a part in my denials as the card number kept changing

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