Consumer complaint received 2025-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I was alerted by automated voicemail to possible fraudulent charges on my account XX/XX/year> at XXXX. I immediately logged into the banking app and discovered 5 unauthorized transactions on my account that completely drained my funds from this account.I contacted the banks customer support XX/XX/year> at XXXX to initiate a fraud investigation claim. I spoke with the investigator and swore that all the information I was giving was completely true and accurate. I confirmed that my debit card was and has been in my possession everyday and I had not authorized or even visited in person or virtually any of the places that the charges were incurred. I did not authorize anyone else to make these purchases and informed the investigator that another transaction was being attempted as we were speaking. The investigator informed me that the investigation could take up to 10-12 business days and I would be contacted if there were any concerns on their side and notified upon completion of the investigation. After speaking with the investigator I spoke with a members representative who assured me that that debit card has been inactivated immediately and I could destroy my card. I was informed that I could receive another card or a digital card and I chose to have a physical card sent. I was told that provisional funds would be added to my account and I understood that if the vendor refunded any of the transactions or if the claim was denied they would be removed. I did not use any of my funds until XX/XX/year> to ensure there not any complications with the procedure investigation. I checked my account on the evening XX/XX/year> and noticed my account was overdrawn by {$150.00} and immediately contacted the 24 hour customer support line and was informed that the bank took back the provisional funds on XX/XX/year>. The representative could not provide me justification why these actions were taken and for me to contact the customer support line during business hours. XX/XX/year> I contacted the customer support and was informed my fraud claim was denied and I immediately requested to speak to someone in the fraud department but was transferred to a supervisor. The supervisor said the claim had been denied due to conflicting information but could not provide what was conflicting and I asked why wasnt I contacted to clarify whatever conflicts that arose and he informed me that they do not have to contact me to which I pointed out to him that o ln their branches page that it says the client will be contacted on upon the completion of the investigation. I inquired about steps were taken to prove my claim and was informed that their basically no steps ie. contacting any of the vendors or myself to show that I was anywhere near those locations at the time these unauthorized purchases were made. I requested to speak the the fraud department and was told by supervisor that would not be possible and even if I did they would not disclose any information and the only avenue I had was to file and appeal. The supervisor told me that even if the transactions were unauthorized they still deny my fraud claim and I immediately told him what was the use of banking with their institution in they could not ensure that my money would be safe or honor their XXXX liability policy. I let my wife speak with the supervisor because after being told this information I was beyond frustrated. I filed the appeal XXXX but have almost XXXX trust that they are taking this process seriously because the first question on the the appeal asked why do I feel my claim should be honored. As of today I have not be contacted and informed that I will be taking every step rightfully receive my funds that I feel have been stolen twice by the thief and the bank.

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