Consumer complaint received 2025-11-14 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: TX

Complaint narrative:
I am a member with Navy Federal Credit Union since 2021. I have had my own checking account since I was 18 years of age, I am now XXXX. I have never had nor have I reported fraudulent activity to any of my accounts until unauthorized activity appeared on my account on XXXX XXXX. I was at home working and I received a text message for an approved transaction from XXXX XXXX from a XXXX gas station for {$1.00}. I panicked immediately because I had not been to a XXXX gas station in weeks. I ran to grab my purse to make sure my debit card was in my possession, it was. I began calling XXXX XXXX. While I was trying to get passed the automated system another approved transaction went through for {$100.00} from a XXXX XXXX XXXX, then another for {$300.00}. Finally I spoke with an employee named XXXX, he immediately froze the debit card. While we were speaking another transaction was trying to go through for {$88.00} from a XXXX XXXX but it was declined. He advised me to file a police report and go inside the branch to retrieve a new debit card. He also gave me a provisional credit $ of XXXX. I messaged my supervisor, got off work early and went to the XXXX XXXX Bank located at XXXX XXXX hear in XXXX, Texas. I filed my police report, case # XXXX, later that day I emailed this information to the bank. I called daily for updates, no one from XXXX XXXX ever reached out to me. Then I requested to speak with a fraud department  supervisor. On XX/XX/XXXX, I spoke with a XXXX ( supervisor ), who was rude, acted as if she didn't care and didn't help me. So I filed a complaint on her via the the banks emessage. Never received a response regarding my complaint. Exactly two days later on XX/XX/XXXX, I received an email from XXXX XXXX stating my fraud claim had been denied XXXX to contradicts unauthorized activity '' and at the bottom of the email it stated " You have the right to request the documentation used in making this determination ''. I filed an appeal that same night, requested burden of proof, documentation, for the denial, and merchants contact information, address etc. Days passed and still didnt receive the documentation. I called XXXX XXXX I spoke with a different supervisor in the fraud department named XXXX on XX/XX/XXXX, he stated " Navy Federal Credit Union XXXX XXXX to provide me with proof ''. Why are you refusing to provide me with burden of proof? Why would a reputable company like Navy Federal Credit Union send me and email stating I can request documentation, but then not provide it? I was violated. Someone stole from me and my bank who claims " members are our mission '' just denies my claim with a police report number with no proof. This is unacceptable and I will NOT allow Navy Federal Credit Union to treat my claim as if its just nothing. If any contradicting is going on its Navy Federal Credit Union. XXXX email their saying " you XXXX request documentation '' the next email they are saying " we are unable to provide you with sensitive information. '' Which one is it? Either have proof or you dont for your decision. I did not authorize the fraudulent activity to my account. Navy Federal Credit Union members are NOT their mission. Thank You!

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