Consumer complaint received 2024-12-02 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Fraud or scam — 
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
On XX/XX/year>, I suffered debit card fraud on my Navy Federal Credit Union ( NFCU ) checking account, totaling {$5900.00}. 

The fraudulent transactions are listed below and can be corroborated by my bank statement : Fraudulent Transactions : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Entertainment Transaction Amount : {$3000.00} Running Balance : {$1500.00} XXXX XXXX XXXX XXXX XXXX XXXXXXXX Entertainment Transaction Amount : {$2500.00} Running Balance : {$4500.00} XXXX XXXX XXXX XXXXXXXX XXXX XXXX Personal Care Transaction Amount : {$120.00} Running Balance : {$7000.00} XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX Personal Care Transaction Amount : {$120.00} Running Balance : {$7100.00} XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX Transaction Amount : {$120.00} Running Balance XXXX {$7200.00} XXXX XXXX XXXX XXXXXXXX XXXX XXXX Personal Care Transaction Amount : {$120.00} Running Balance : {$7400.00} Service Charges for International Transactions : XXXX Transaction Fee XXXX XXXX XXXX XXXXXXXX XXXX XXXX  Service Charges/Fees Transaction Amount : {$30.00} Running XXXX : {$7500.00} XXXX Transaction Fee XXXX XXXX XXXX XXXX XXXXXXXX XXXX  Service Charges/Fees Transaction Amount : {$25.00} Running Balance : {$7500.00} XXXX Transaction Fee XXXX XXXX XXXX XXXX XXXXXXXX XXXX Service Charges/Fees Transaction Amount : {$1.00} XXXX XXXX XXXX {$7500.00} XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXervice Charges/Fees Transaction Amount : {$1.00} Running Balance XXXX {$7500.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Service Charges/Fees Transaction Amount : {$1.00} Running Balance : {$7500.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Service Charges/Fees Transaction Amount : {$1.00} Running Balance : {$7500.00} Upon realizing the fraudulent transactions on the same day they occurred, I submitted a claim with NFCU, which was denied. I subsequently filed an appeal on XX/XX/year>, which was also rejected. The fraud involved unauthorized purchases totaling {$5900.00}, plus fees of {$60.00}, made online with my NFCU debit card. 

On the day of the incident, I received a phone call from XXXX ( XXXX ) XXXX. The caller claimed to be a Navy Federal agent inquiring about suspicious activity on my account and asking me to confirm my information. Shortly after this call, the unauthorized purchases were made. 

Additionally, I received a fraud alert text from NFCU ( XXXX ) asking if I had authorized the transactions, to which I replied " No. '' The transactions do not align with my spending habits. Furthermore, the purchases were made overseas ( in XXXX ) while I was at my residence, which other local transactions can corroborate. Multiple transactions for the exact amount of {$120.00} should have triggered an alert within the bank 's systems, indicating fraud ; however, this did not occur. 

I have evidence of text messages and cellphone call logs. 

I requested that NFCU provide the basis and details for the denial, but I never got a response with such information. 

Thank you for your attention to this matter.

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