Consumer complaint received 2025-05-01 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: NY

Complaint narrative:
On XX/XX/XXXX, I discovered an attempt for unauthorized transaction from XXXX. I reported the debit and resulted in my card being blocked. 

I reached out to a Navy Federal Representative on XX/XX/XXXX approximately XXXX to ask regarding when I should be expecting a new debit card as the day before was a holiday. The representative informed me that it would take about XXXX business days, however, if I chose to expedite the card to pay additional, in which I replied It's okay and I would wait. 

A temporary digital wallet debit card was provided to me which I added to my XXXX XXXX. 

On XX/XX/XXXX I received a direct deposit payment from my employer, XXXX XXXX, as I work for XXXX XXXX XXXX, XXXX XXXX. 

On XX/XX/XXXX, I attempted to use XXXX XXXX  to XXXX XXXX  ( XXXX XXXX ) for {$100.00}, in which my transaction was declined. 

Around XXXX to XXXX I reached out to Navy Federal XXXX XXXX ) and informed the representative that my transaction keeps declining. I informed the representative that they did fraud on my account and was waiting for new debit card to arrive. The representative told me to try again in which the transaction worked. 

On XX/XX/XXXX, in the morning around XXXX, I went to make a purchase at XXXX  XXXX XXXX XXXX XXXX ) for {$46.00} for a Card, Gift XXXX XXXX I was attending a baby shower in New Jersey XXXX ( I have receipt of invitation + attendance ). 

That night, I went to check my account as I usually transfer to my external account for mortgage payment, and to my surprise came across my account almost cleaned out, through unauthorized ATM withdrawals. 

There was a total of XXXX unauthorized transactions, totaling {$1500.00}. 
XXXX  XXXX ATM Withdrawal ( XXXX ) - {$480.00} XXXX XXXX ATM Withdrawal ( XXXX ) - {$500.00} USPS ( XXXX ) - {$600.00} I was left wondering why I did not receive a Fraud Alert for USPS for such large amount of {$600.00}, as I did with the XXXX purchase on XX/XX/XXXX. 
I reported to the bank, and a few weeks after they denied my claim saying they didnt find any error. 
I am deeply frustrated on the claim being denied as I feel a thorough investigation was not conducted. 
For Instance, A review of my account activity notes the following : I have been a Navy Federal Credit Union member since XXXX, and there is no history of cash withdrawals conducted through XXXX XXXX XXXX, only payments are made to XXXX  XXXX ( since I have a credit card at XXXX  XXXX ), nor any USPS payments in XXXX location. 

The pattern that my account constitutes is I primarily transfers between external accounts. ( XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, and I make payments to XXXX  XXXX, XXXX, Student Loans, XXXX XXXXXXXX XXXX XXXX, and some personal expenses, which in turn of this occurrence has affected me financially with missed payments. 

I activated my digital debit card on the APP, and there is no record of me ever activating the physical debit card, as I did not have the new card on possession. I called again on XX/XX/XXXX to verify this information and the customer representative representation confirmed there was no physical card activation. 

My account has clearly been compromised, and I have been forced to open an account elsewhere, XXXX XXXX, and I believe a thorough investigation has not been conducted. 

I have presented the bank additional supporting documents such as I have provided receipt of phone conversations, I contacted them right away, receipt of USPS email as during that time i had lost a package and they sent me that there was a mail theft in my area. 

. Fraudulent Activity # XXXX : XXXX. XXXX ( card blocked ) XXXX research on ^ counterparty compromising other accounts. 
Phone Call records on XX/XX/XXXX ( Please retrieve recordings on my conversation with representative as I clearly indicated I was having issues with digital debit card use via XXXX XXXX, and did not have possession of the card ) Fraudulent Activity # XXXX : XXXX  XXXX ATM Withdrawal and USPS purchase ( Both located in XXXX ) ( I do not have any history of conducting any cash withdrawals at XXXX  XXXX nor purchases at USPS Flushing location ) Invitation of my whereabouts on XX/XX/XXXX, location : New Jersey I have followed all required procedures to disputes the charges. 

As per the EFTA policy, I have reported the unauthorized transactions on time, and Navy Federal Credit Union has failed to conduct a thorough investigation, which includes no evidence of activation of the new debit card issued to me nor are they properly addressing any of my questions.

The banks response was as follows : 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 by the member. Please note we are unable to provide sensitive information that does not fall within compliance. 

Our records indicate your claim was denied due to the following : We determined you authorized and / or participated in the activity, Transactions match spending patterns of valid transactions. 

Navy federal fails to answer me how could I have withdrawn funds without a physical card activation. These are wrongful accusations as I would not be trying to make several calls a day to catch these bad actors. Transactions do not match spending patterns as I have never made cash withdrawals via XXXX XXXX, I only pay credit card there and they can even subpoena to find out but they dont take the time to do thorough investigation. 

Navy federal has failed to conduct a thorough investigation, are not addressing my questions, and are super unprofessional. 

On XX/XX/XXXX supervisor XXXX did not address my real questions and forward me to the automation system. 

This situation is causing me missed payments and I am seeking an appeal to reconsider my fraud claim, due to my claim being improperly declined despite my account being in good standing. 
I am also requesting to close my account after this bad experience with them. 
I did not have any possession of the card, theres no record of physical card activation ; therefore i couldn't have withdrawn funds. 
They have not even subpoena XXXX XXXX to check the cameras. 

This is my money and I need this to be taken seriously as it shows weak internal on their end.

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