Hi PF, long time lurked and never expected to be making this type of post, sorry for the wall of text. TL;DR at the bottom.
So my fiance and I were robbed out of mine and hers (2 joint) savings account through ACH transactions. We bank we a large credit union in Massachusetts. We found out the money (~$7500) was gone a week ago 7/8 when she logged in to make sure her direct deposit had gone through. Right away she called the credit union. During her call the lady was pleasant and reassured that the money is insured and that we would be getting the money back, so she started a fraud claim and locked all of her accounts, and locked my fiance out of online banking. I was a little slower to get out of bed and decided to go to a branch instead of calling, so that I could also report and go through the same process with my account. The banker at the branch was somewhat unsure how to proceed and had to call the fraud department, which she was then instructed to report the fraudulent transactions and also place a lock on my account, she then reassured me that the fraud department was going to monitor our accounts and figure out what was going on and then return us the money. At this point I'm thinking great 2 different people have reassured me that our accounts are locked and being monitored, no wrong will continue to happen, and I will be getting the money back.
Five days later... Wednesday 7/13
I'm starting to get worried. I haven't heard from the bank, the fraud department, and my fiance and I have no way of accessing our accounts except by going into the branch. Needless to say I called to get some idea of what is going on. The customer service rep is able to restore my online banking access after going through an account "reset" (remove connected devices and change password), and says that the banker in the branch could've done the same for me, which made me frustrated that I had no access to the rest of my money or banking access throughout this time for no reason.
Bam... After getting off the phone and starting to look at my accounts again, more money is gone through the same fraudulent transaction descriptions as before. This time the money was debited on Monday and Tuesday, during he period my account was supposedly locked and under strict monitoring from the fraud department. Now I am feeling completely distraught because my money is clearly not safe.
Back on the phone with a service rep. They once again "lockout" my account, and report the new charges to the fraud department. Now being frustrated and felling extremely vulnerable I started asking questions a out the fraud process, like how long it takes, when will I see my money again, can I talk to the fraud department, will this continue to happen, etc. Now is where I am beyond confused and at a loss on how to proceed, the service rep tells me that there is no timeline, that the investigation will take as long it takes, and if they need any further information they get in contact with us. I cried. My wedding is in 5 weeks and this is the money for the final payments to the vendors, and I don't even have access to my bank accounts outside of going to the branch.
It's been a full week and I am at a loss on what is the best way to proceed, the credit union doesn't want to credit my account, or even provide any insight to the process, length of time, or even if I should move my money to other accounts because they might be compromised. Any advice or help would be appreciated and more insightful that what the bank has been able to provide us.
TL;DR savings accounts were drained by fraudulent ACH transactions. Credit unions, says that their investigation has no process/timeline and it will take as long it takes. All my access to my accounts have been revoked, except in person. I don't know what to do 😭
Submitted July 16, 2022 at 01:34AM by unitlow00 https://ift.tt/lmqdHUs
