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Navy Federal Credit Union / put charges on account without notice

1 4130 B California oaks RdMurrieta, CA, United States

My name is lavern marsden my husband did 20 years in navy and my daughter is in the mariens I have been with navy federal for years and ran into a few problems but never complained but I am very upset about the problems I had this time. One month ago I was a victim of fraud it had me very upset because nothing like that ever happen to me when I found out that someone got my debit card information I was devastated I went into the bank to report what happen and spoke to a representative name marcus amezcua. I was very upset the representative went over my account and explained to me that someone hacked into my account and ordered things under my debit card number he explained to me that fraud happens all the time and that I should calm down because whatever was stolen from me would be reimbursed to me he went on telling me that we would do an affidavit with fraud information and he would send it to fraud department and that's all I had to do. Mr marcus amezcua explained to me that in a few days my money would be back in my account. I asked him is there anything else I need to do he said that's it he gave me a new debit card and said I did not need to change checking account number. I felt much better when I left bank that was in june.In a few weeks my money was refunded to my account. I called the bank and told them I received it and thanked them. I could not believe what happen next on july 28th i'm riding home from work and check my bank account and it was a negative 313 and I knew I didn't have much money in bank but I knew I was not in the negative because I was waiting for my direct deposit on the friday to pay my rent so I went straight to bank and had the same representative mr marcus amezcua I hope I am spelling his name right because I asked for card and he said he did not have one and wrote on a card. Mr amezcua looked at a my account and told me the bank was taking back some of the money they refunded me for the fraud I will still confused. I was told once refunded my money I would not have to do anything he told me the business that took money from account was refunded so they are taking it back I was never told anything about charging me for fraud on my account mr amezcua said they usually send you out a letter stating what happen I never received anything mr amezcua said he didn't see in computer where they sent a letter. I am very upset first of all I was not notified anything about charging me for something that I was abused of I am the victim. That is not good customer service charging people for wht was the banks mistake I should not have to suffer so now I will not have enough to pay my rent on the 1st. It can not be legal to do what they did I am going all the way to corporate with this complaint because I am the victim and should not have to suffer for what happen to me. I am sending this to ceo mr cutler dowso president I know I have legal rights

Jul 28, 2015

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