Consumer complaint received 2024-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I am submitting a formal complaint against Navy Federal Credit Union ( NFCU ) concerning their decision to deny my fraud claim after a second review. I believe their determination is unjust, and I would like to outline the details of the case. 

Between XX/XX/year>, and XX/XX/year>, XXXX attempts were made by individuals to access my account using my birthday and Social Security number. The fraudsters who spoke to NFCU 's Member Service Representatives called from phone numbers that were not on file with my accounts. Fortunately, the calls to gain access to my banking information were unsuccessful because the individuals did not know my passphrase. However, shortly after these attempts, fraudulent charges were made on my account that I believe are connected to these unauthorized access attempts.

The two transactions in question were made at XXXX # XXXX and totaled {$110.00} and {$35.00}, respectively. I did not make these transactions, and I can provide evidence to support my claim. I would like to emphasize the following : - I rarely use my NFCU debit card, and my account history will show that I primarily use it for payments to credit cards, ACH transfers, or XXXX transactions. 
- I avoid using my debit card because of the limited protections it offers compared to credit cards. 
- The last authorized transaction I made with my NFCU debit card was on XX/XX/year>, when I withdrew {$20.00} from an ATM at XXXX XXXX XXXXXXXX XXXX in XXXX, CA. 

It is important to note that I was in XXXX, CA, on XX/XX/year>, attending a concert while these fraudulent charges were made. During that time, my debit card was in my possession, and I did not give it to anyone to use. 

In addition to the XXXX transactions, these fraudsters tried using my debit card for purchases at XXXX and XXXX XXXX, which were about two and a half hours away from my location in XXXX. These fraudulent transactions were declined after I received SMS notifications from NFCU, and I immediately replied No to confirm I did not make those purchases. However, the fraudulent XXXX transactions were posted and not declined, even though they occurred around the same time. 

I called NFCU on XX/XX/year>, to inquire about the XXXX charges. The representative I spoke with confirmed that prior representatives had noted receiving two calls from unfamiliar numbers in which individuals attempted to access my account using personal information. While these attempts were unsuccessful, the fraudulent transactions were somehow still processed.

The disputed amount is {$140.00}. While this may seem small, it is a significant amount to me and could affect my ability to pay essential bills. I believe these transactions were unauthorized and should be reversed, especially given the documented attempts to access my account and the fraudulent activity that occurred shortly after. 

I respectfully request that the CFPB intervene to ensure a fair investigation into this matter. I am confident that this fraud claim was denied in error and that the charges should be refunded to my account.

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