Consumer complaint received 2024-10-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Late or other fees
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
On Monday XX/XX/XXXX I made a cash deposit of XXXX at navy fcu atm machine inside XXXXXXXX XXXX after making the deposit I shopped in the store I went to the register and purchased a package of cinnamon candy I pulled out my debit card to pay and when the clerk told me these are on sale I changed my mind about using a card for the purchase and used cash instead. The card must have never went back in my purse. I was on a lunch break and I work remote I left XXXX and I came home and I got text message from navy fcu asking me if I made XXXX transactions I called them and when they. told me what the transactions were I told them no I did not! I also checked my purse and noticed my navyfcu card was not there they told to submit claim I got an email in my account and explained what happened and they stated answer questions which I did then I got and email stating the claim was didnt I called them back spoke with a young man named XXXX and he states XXXX XXXX XXXX have to have the questions answered section by section as number XXXX through XXXX I sent they following answered questions XXXX was at XXXX here on XXXX by homeand i went to make a deposit after I went to the register to pay for the purchase and i decide to pay cash instead my I sat the card down at register last time i saw it .Shortly after that i recived XXXX alerts asking me to verify transactions after my card was misplaced this is where i assume it was compromised I responded by calling navy fcu I explained to the representative that the charges listed were a result of my card being stolen andte transactions were not authorized by me XXXX. The card was lost or stolen when i misplaced ot at the register at XXXX XXXX. The card did not remain in my possession it stolen and used after I left XXXX XXXX. Sometime before XXXX eastern on XX/XX/XXXX shortly after I received alerts from your fraud department XXXX. I have never given anyone my card information XXXX. I did not partake on these charges nor did I receive any merchandise or services.I do utilize these merchants in area but not to be confused with the listed fraudulent charges. These charges do not belong to me my card was not in XXXX possession when these charges were made XXXX. I did not participate in these charges they ate suspected XXXX and my card was compromised They still denied claim in also when the initial fraud claims rep told leather stopped the debit card and I can have a replacement she asked did you want that mailed I advised. thats fine then she told me XXXX XXXX you know you can go in a branch and pick up a new card so I told he no I did not know that I went to the branch to get a new card when I got off work and tried to use it and it was the wrong card then I went back to the branch next day and was told sorry about that their teller was new. This has been a very terrible experience that I hsbcd never had in my XXXX time I did not authorize any charges that occurred on m account this is a financial hardship and defamation of my character

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