Consumer complaint received 2022-09-12 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: NAVY FEDERAL CREDIT UNION
State: PA

Complaint narrative:
Navy Federal Credit Union Rewards Credit Card Fraud event XX/XX/XXXX I received email from NFCU confiming the redemption of XXXX reward points for XXXX {$500.00} XXXX XXXX gift cards. Copy attached. Email showed Order number XXXX followed by XXXX XXXX XXXX XXXX The name and phone numbers are correct for my wife. Email is not. NFCU has my wifes email on file. 
I thought it was just another phish scam email due to the hokey email address. 
Same day I forwarded this email to XXXX I then checked my account and saw that the transactions actually went through. 
XX/XX/XXXX I called and reported this to NFCU at phone number on card. 
My wife and I have separate cards tied to the same credit card account. 
I was told that my wifes account was hacked. They needed to talk to her. She was told the problem was with her on line banking and she should check her transactions, change passwords and get a new card. 
She identified a few XXXX transactions she didnt recognize and they were flagged. Upon review she was able to identify these charges as legitimate and they were delisted. 
XX/XX/XXXX thru XX/XX/XXXX I called NFCU about once a week, Id estimate at least XXXX calls from XXXX or I. 
Each call I asked when would we get our points back. Each time I was advised of a task that needed to be accomplished, and assured that after completing that task our issue should be resolved in 2 to 5 business days. Actions we needed to complete included : - They needed to talk to XXXX and have her restate the issue. She called in and cleared issue. 
- I was told the case was still held up waiting on XXXX. On closer review rep said that the notes on the case were out of order. She saw that XXXX had responded and would clear it and issue would be resolved. 
- I asked to speak with supervisor. I was on hold for 20 minutes after the 30 minute call and hung up.

- I was told that the problem was that I hadnt closed my account and been issued new card. I was never told to do this before, so I did it. 
XX/XX/XXXX I called again and got to a supervisor ( XXXX ). She told me that the problem was no one had talked to the Rewards Department yet, and that only she, a supervisor was able to do this. I was on hold for about 25 minutes while she got through to Rewards, and then got back to me that my points should be restored in 2 to 3 business days. 
XX/XX/XXXX I called for an update. The person I talked to brought up the case and asked me if my wife, XXXX XXXX had called in 2 days ago and asked for a digital account and gift card for our daughter. She asked if I had a daughter named XXXX or some other name not remotely like my daughter XXXX. I said no. She said something is really wrong. That the fraudster was back at it. She had to talk to her supervisor and would immediately cancel our cards. After about XXXX minutes she got back to me. She said there was a mistake, no new activity, and she had a Supervisor on the line to talk to me. The supervisor explained that the call the rep thought was 2 days ago actually was the original fraud event on XX/XX/XXXX. The Rewards department had determined that it was my wife who made the call and redeemed our points for XXXX {$500.00} XXXX XXXX gift cards to be emailed to our daughter at XXXX. So our points would not be restored to our account. 

Ive been a member of NFCU for over 50 years, my wife XXXX over 30 years, and my daughter XXXX for over 20 years. NFCU has all our email addresses on file. 
NFCU is telling us we are lying, that XXXX made that call, and XXXX got the reward points. 
NFCU is wrong. Perhaps an NFCU employee stole the points? Did they review the call? NFCU was negligent in giving our points to a fraudster. NFCU needs to restore points to our account. 





Copy of XX/XX/XXXX email advising me of point redemption. 

-- -- -- -- Original message -- -- -- -- From : XXXX Date : XX/XX/XXXX XXXX PM ( XXXX ) To : XXXX Cc : XXXX Subject : Navy Federal Rewards Redemption Confirmation Successful Redemption! Your order number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Virtual Gift Card View Code XXXX Qty : XXXX |Card Type : Virtual |Denomination : {$500.00} Delivery Email : XXXX XXXX XXXX Virtual Gift Card View Code XXXX Qty : XXXX |Card Type : Virtual |Denomination : {$500.00} Delivery Email : XXXX Your total order cost : XXXX Feel free to call us XXXX help and questions. 
Redemption transactions are non-refundable/non-changeable/non-transferable. 
Gift Cards will arrive within 7-10 business days, unless expedited shipping was requested.

Virtual Gift Cards are available within 24 hours and can be accessed through your Redemption Activity.

Lost, stolen or otherwise destroyed Gift Cards can not be replaced.

Merchandise will be delivered within 4-6 weeks.

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