Checking or savings account -- Managing an account -- Complaint #5038923

Complaint Overview

Complaint ID: 5038923

Company: Navy Federal Credit Union

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Banking errors

State: Colorado

ZIP Code: 80120

Date Received: 2021-12-23T12:00:00-05:00

Date Sent to Company: 2021-12-23T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

I was incarcerated from XX/XX/XXXX through XX/XX/XXXX and designated to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. During the time of my incarceration I experienced credit card and debit card fraud : I was advised by Navy Federal Credit Union that there has been {$13000.00} in debit card fraud and $ XXXX in credit card fraud. I did not make any charges nor did I authorize anyone to do so. Due to my location, it was physically impossible to charge or check my accounts since there is no internet access and we were a Covid Red institution so we were on modified lockdown for extended periods. You are not allowed to make toll-free calls either. There was no way for me to have noticed anything was amiss with my accounts. In XXXX, I authorized my elderly mother to use funds from my account to move into a home and thats when I was alerted to the fraud. I went to my camp counselor, XXXX XXXX and made a 1-time emergency phone call to Navy Federal Credit Union . I was advised that fraudulent charges had been occurring since XX/XX/XXXX. I was distraught wondering how the charges could have continued if Ive never used my debit account in that manner & wondered why I was never contacted to determine if the charges were mine? The fraud rep advised me that I was contacted 3 times and I confirmed each time that the charges were valid. This is an even bigger red flag because that was physically impossible since I was in the custody of the XXXX XXXX XXXX XXXX and my phone password was not utilized. All of my cards and accounts have Zero Liability policies against fraud like this. I closed all compromised accounts and cards then opened up fraud claims. On XX/XX/XXXX when I contacted Navy Federal Credit Union to receive copies of the fraudulent charges so that I may file a police report, I was given the great news that both claims for the debit card charges of {$13000.00} and the credit cards charges of $ XXXX were won. My money was deposited back onto my credit card back in XXXX and they told me that my debit card claim was won on XX/XX/XXXX. I had my access reinstated to my accounts today ( XX/XX/XXXX ) and saw that my money is not there. After several attempts at calls to Navy Federal Credit Union ( with several calls with agents coincidentally disconnected even though Im on a home phone ) and multiple different departments looking through my accounts, no one could tell me where my money is. Since the compromised account was closed in XXXX, the money should have been put into the new account but no one can locate it. The fraud rep advised me that there are notes in the system saying the claim was won back on XXXX but no notes saying the money was deposited back. This is absolutely absurd.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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