Consumer complaint received 2024-04-12 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: CO

Complaint narrative:
XX/XX/XXXX - Used outdoor XXXX ATM machine ( owned/managed by XXXX XXXX XXXX XXXX in XXXX, CO for a cash deposit of {$600.00}. Inserted card and cash. Machine read that there was a technical error and issued a Deposit Exception Record ( receipt ) showing date/time/location of the machine, my check card number, deposit amount of {$600.00}, and a statement at the bottom One or more deposit items were unable to be returned due to a technical problem. We apologize for the inconvenience. No cash was returned to me from the machine. Attempted to communicate with an XXXX teller at the location who advised me to call my bank for help. 

Immediately phoned my credit union ( Navy Federal Credit Union ) and initiated an ATM dispute. Was told my account would be credited with the full deposit ( provisionally ), there would be an investigation and decision within 45 days. 

A few days later I went to the XXXX  XXXX XXXX location of NFCU in XXXX  XXXX and requested the teller fax a copy of the ATM receipt to the investigations team as evidence to support my claim. 

XX/XX/XXXX - Received NFCU decision letter in the mail stating that I benefitted from the transaction, therefore my provisional credit was being reversed. 

Called NFCU and with their instruction submitted a first appeal via messages providing my checking statement ( showing no ATM deposit made to my account ) and the transaction receipt ( showing the ATM error and no cash returned ). 

XX/XX/XXXX - Physical visit to XXXX branch attempting to collect information. Teller confirmed consistent need for repair of outdoor ATM due to tampering and faulty counter in the machine including inaccurate counts, bills stuck together, bills not being deposited or being issued inappropriately to the next customer, etc. Teller called ATM owner ( XXXX XXXX ), who stated to the teller ( would not speak directly with me ) a machine balance overage of {$330.00} on XX/XX/XXXX and offered to write me a check for that amount if I could provide proof that NFCU denied my ATM dispute. I did not accept the money as I didnt feel it would be honest. 

XX/XX/XXXX - NFCU messaged a decision for first appeal stating that the ATM owner provided evidence that I did benefit from the transaction. Therefore they could find no error and would not support my dispute claim. I requested the evidence they referred to. 

XX/XX/XXXX - I received via messages the evidence requested, containing XXXX and XXXX activity reports which showed an overage of {$580.00} for XX/XX/XXXX. Further clarifying that they accounted for {$280.00} but the remaining {$300.00} is unaccounted for. 

The integrity/consistency of the ATM owner was immediately concerning as they were now reporting {$20.00} less than the unaccounted for amount that I was verbally offered through the ENT teller that spoke with them on XX/XX/XXXX. 

XX/XX/XXXX - Filed a second dispute through NFCU via messages. Provided all evidence I had again including checking statement and ENT receipt, XXXX XXXX phone number for reference, etc. 

XX/XX/XXXX - NFCU emessage stating, Thank you for using Navy Federal 's XXXX  XXXX. 
We have researched the transaction from XXXX XXXX XXXX and credited your account for {$600.00} on XX/XX/XXXX. This adjustment is now permanent, and your dispute case is closed. 
Sincerely, Debit Card Dispute Resolution. 

I actually called NFCU almost immediately and simply asked the representative what changed that affected the decision in my favor? I wasnt given specifics. I had provided all the same information in my initial dispute and both appeals. The only changes were any new amounts, evidence, or information I received during the process. 

XX/XX/XXXX - Mailed letter received ( dated XX/XX/XXXX ) stated that overage confirmed by XXXX was {$300.00}, and the other {$300.00} of my {$600.00} claim will be reversed from my checking account on XX/XX/XXXX leaving only partial credit for my claim. 

Called NFCU right away and asked for an explanation. They stated that the evidence XXXX XXXX continues to provide to NFCU insisted that I benefitted from the original attempted transaction and denied my claim. I learned that my NFCU XXXX, XXXX, has been advocating for me through my appeals based on the evidence I have provided multiple times. I appreciate this. 

However I am still concerned about the integrity of XXXX XXXX as their unaccounted for overage for XX/XX/XXXX changed over multiple requests for the report and they seem to not acknowledge the known issues with this machine and its counter. 

Additionally, I have little confidence in NFCU as their permanent decision seems easily reversible and they fail to acknowledge via my checking statement and the ATM receipt I have provided multiple times that I DID NOT benefit when they put forth a decision. On the contrary, I not only lost {$600.00} dollars but have spent hours over multiple days on the phone and via messages with NFCU, XXXX, and XXXX XXXX as well as countless hours educating myself about ATM errors, the investigative process and federal regulations so I could better understand how this issue could happen. 

I have provided ample evidence to support the truth of my claim, yet these institutions seem intent on denying or only partially acknowledging this machine error. The greater issue here seems to be a lack of transparency with XXXX XXXX and advocacy for me as a loyal customer by NFCU. 

I was advised by a member in my community who educates financial institutions about consumer regulations that she always stresses that the regulations support the consumer. Likewise, institutions should consider disputes as truthful until they are clearly and irrefutably able to prove otherwise. I have provided clear evidence to draw question to their balance record, however it appears my evidence is being ignored by them and their balance record- with its known inconsistencies- is being treated with greater authority. 

XX/XX/XXXX - {$300.00} adjustment to my checking account. Note that the latest mailed letter regarding this matter stated the funds would be removed on XX/XX/XXXX.

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