Consumer complaint received 2025-04-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SCHOOLSFIRST FEDERAL CREDIT UNION
State: NV

Complaint narrative:
Re : Claim # XXXX This letter serves as an official appeal of the claim listed above, in the amount of {$1400.00}. Your Dispute and XXXX department claims their investigation into this matter has been closed and the determination is denied due to a reasonable suspicion and that fraud is not possible. 

I arrived in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX through early morning of XXXX XXXX XXXXXX/XX/XXXX, I visited the XXXX XXXX in XXXX XXXX. Drinks were ordered from the bar, leaving an open tab on my debit card ending in XXXX. XXXX transactions were made by me, {$24.00} and {$50.00}. I remained in the bar until sometime after XXXX XXXX. ( I have requested proof from the XXXX XXXX as evidence ). 

While preparing for check-out from my hotel on XXXX XXXXXX/XX/XXXX, it was discovered that several unauthorized charges were made on my debit card ending in XXXX. My account balance was depleted down to {$17.00}. These unauthorized withdrawals depleted my funds in {$20.00} increments, which can only be withdrawn from an ATM. I immediately searched for my debit card, but was unable to locate it. At no point during my stay did I visit an ATM, nor would have withdrawn all the funds from my account, while on vacation. 

XXXX, I was in the bar until well after XXXX midnight ( picture attached shows the place and time ). XXXX, this was not a normal routine of mine, so the bank should have flagged the withdrawals and notified me as possible fraud. The withdrawals were made back-to-back, after the crooks realized there were still funds in the account. No way would any withdrawals of that nature be made by me, while sitting in a bar. 

Since I was scrambling to gather funds to get home, School First was not notified of the fraud until Monday, XX/XX/XXXX, when I returned home to XXXX XXXX. 

Upon notification to School First, it was relayed to me that I would have to wait XXXX days for a review. However, no provisional credit was offered to me. Since, I did not receive any notifications on the XXXX day, I called XXXX First and I had been calling several times in-between the wait period and was rudely told on several occasions that the wait period was not up and that due to XXXX XXXX, I would have to wait an additional 2 days. 

After the additional XXXX wait, I was told that the claim was DENIED because my legitimate transactions of {$24.00} and {$50.00} were conducted in-between the fraudulent withdrawals raising doubt of suspicion. 
I was told that the decision was final and that the decision would not be overturned. I requested to speak to the bank XXXX and was told that I would receive a call back in a couple of days. However, I received a call back the same day and was told that the XXXX stands by the denied decision. 

I requested an expedited copy of the denial with all of the documentation used for their decision. I informed the bank that I would be filing an appeal and retaining an attorney. 

On XX/XX/XXXX, I received the denial letter, however, no documentation was attached. I called the bank on XX/XX/XXXXXXXX XXXX XXXX speaking with XXXX. XXXX put me on hold for several minutes, then returned and said the department that handles this request was short-staffed and no one was available. Therefore, someone would have to return my call. 

I informed XXXX that I would expect a call no later than Tuesday, XX/XX/XXXX and that I would be retaining an attorney, reporting the incident to the Federal Trade Commission ( FTC ), filing a complaint with the Consumer Financial Protection Bureau ( CFPB ) and possibly the states Attorney Generals office, depending on the outcome. 

I dont believe a thorough investigation was completed regarding my claim and being a valued customer ( their words ) since XXXX, I felt more should have been done.

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