Consumer complaint received 2025-01-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
I had my card information and card stiolen from me. they refunded me the money, then they took it al out of my account and denied m y claim..i asked and appealed this and they rerturned with the same answer of 'no were reight it was you who did this '' and i asked them for everything p [ ertaining to rthe investigation i gave them ideas of how to show it wasnt me.they came back and said you can access your statements online. ( not whayt i asked for ) heres what i said I am writing to formally request the investigation notes and detailed findings that led to the denial of my fraud claim regarding unauthorized transactions on my debit card ending in Under the Electronic Fund Transfer Act ( EFTA ) Regulation E ( 12 CFR 1005 ), financial institutions are required to conduct a reasonable and thorough investigation when addressing claims of unauthorized transactions. Based on the outcome of my claim, it appears your investigation was inadequate, incomplete, and fundamentally flawed. I am entitled to understand how such a determination was reached. Please provide me with all notes, records, and evidence that formed the basis for your decision. 

The conclusion that no error occurred is not only incorrect but demonstrates a failure to take the necessary investigative steps. I specifically suggested measures that could confirm my innocence, such as reviewing ATM footage or verifying the identity of the individual who conducted transactions at XXXX XXXX XXXX. These steps, if performed properly, would have unequivocally shown that I did not make these transactions. 

Even more concerning is that at no point during this process was I asked to provide additional information or evidence that could assist in clarifying the matter. This omission highlights the passive and negligent nature of the investigation, reinforcing that no real effort was made to uncover the truth. It seems as though no investigation was conducted at all beyond simply waiting for the timeframe to pass. 

This situation is now critical. Due to the financial hardship caused by the denial of my claim, I am unable to afford my life-sustaining medications and am now facing imminent hospitalization. This is not just a financial issueit is a matter of life and death. By failing to properly investigate and rectify this claim, Navy Federal Credit Union is placing my health and life at risk. 

As a loyal member, I expect transparency, accountability, and competence from your institution. I demand that you reevaluate my claim promptly and with the seriousness it deserves. I also request clear guidance on what further evidence you require from me to ensure this grave injustice is corrected. 

they wrote back During our investigation, we use various methodologies to achieve the best results, which may include internal databases, monthly statements, merchant documentation ( if applicable ) and any information obtained directly from the member. Please note that we are unable to provide sensitive information that does not fall within compliance. However, we have included the steps below to review your monthly statements via Navy Federal Online Banking. 

1. Log in to Online Banking.

2. Click Statements at the top right of the page.

3. Click on the arrow to expand the category of statements you would like to view.

4. Click on the statement date to open the document as a PDF.

5. Save, print, or email the statement as needed by clicking the appropriate buttons on the XXXX XXXX  toolbar. 

Please note, you must have a PDF reader program to view the document ( s ). You may vist www.adobe.com to download this free application.

To which I responded : I'm now reporting you to the consumer financial protection bureau. thank you for not furnishing any of the things that I I have asked you to do and that you're legally required to do. instead you say check my statements when the fact that I check my statements is how I came to the conclusion that I had my identity stolen and that you guys paid money that you shouldn't have because I don't buy auto parts and then you guys took it away because in some genius capacity of yours you thought oh the person who doesn't know how to fix a car totally buys XXXX XXXX XXXX of Auto parts totally.. and if you would check my history then you would see that I wonder has he ever bought XXXX XXXX XXXX  worth of Auto parts before the answer is no so that there in itself shows that it wasn't me. I did not ask you to provide sensitive information and if it is sensitive information it is my information that is sensitive so I already know that so you can disclose it to me thank you. so do your job, give me back my money, and provide me with everything I've asked for which is anything that is legally allowed I haven't asked for anything else I asked for your methods you did not give them to me I asked for your files your information everything you did not provide that for me you didn't even tell me where to access it you told me where to access my statements I'm not an XXXX I know how to access a bank statement on an app for a bank or website for a bank. so return the money you have stolen from me or I will be forced to pursue legal action got it now do so They responded with Thank you for your message. Your fraud claim is remaining denied due to discrepancies within your claim. There was not enough evidence provided to overturn the denial decision. 

Please be advised this is the only information we can provide at this time. Although we do empathize with your situation, we regret we are unable to assist you. Please know that we value each member and service to our members is our utmost concern. While we understand this may not be the resolution you desired, we wish to express our goodwill and hope that you understand our position and thius is not the first time they refund me money i had stolen from me, and then take it all back vcause me to overdraft and then denies me the only money i have from whih to live from my VA XXXX.

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