Product: Money transfer, virtual currency, or money service

My husband and I have been corresponding with our realtor, XXXX XXXX and his assistant, XXXX at XXXX XXXX XXXX in XXXX, PA ( XXXXXXXX XXXX XXXX XXXX  ). We placed an offer for a home on Friday XX/XX/year> for {$510000.00}. The sellers countered at $ XXXX Saturday, XX/XX/scrub>XXXX XXXX XXXX  We went back with {$520000.00} on Sunday, XX/XX/year> and settled on that number. We have been corresponding with XXXX via XXXX 's email account ( XXXX ). We have clear emails sent by XXXX or XXXX from this email account. We received a request from XXXX from XXXX on XXXX XX/XX/year> to transfer {$10000.00} in earnest money to show the seller 's we were serious about the purchase. We needed to make the transaction in two batches due to Navy Federal 's limits on transfers. One {$5000.00} transfer, and one {$4600.00} transfer was made from our NFCU checking account to XXXXXXXX XXXX Then, another {$10.00} was requested in funds due to the sale moving forward on XX/XX/scrub>XXXX XXXX XXXX  after receiving a request from XXXX via XXXXXXXX XXXX  email.This {$10000.00} was also sent in two batches of {$5000.00} each. In total, {$19000.00} was transferred to XXXXXXXX XXXX  with the final transfer occurring on XX/XX/scrub>XXXX  The seller 's eventually went with another buyer. We requested our earnest money back at XXXX ( date XXXX XXXX ). XXXX, who was on vacation, asked whether we sent the money to XXXX or to the seller 's agent. We told him that we sent it to the seller 's agent - XXXX XXXX XXXX. He told us he would follow up with them. XXXX is saying that XXXX never sent the wiring information and his email was hacked. We have called XXXX XXXX and are awaiting a callback from the fraud department there. They have shut down any transfers in/out of the account, but told us they didn't see any recent funds go in or come out. We have filed an XXXX compliant with the FBI and also have a case open with our local Police Department - XXXX XXXX XXXX. That case number XXXX and is being worked on by XXXX XXXX XXXX XXXX XXXX is his phone number. 

Navy Federal was made aware of this issue on XX/XX/year>. I called back for an update the following week and was informed that the fraud claim was denied and was advised to submit an appeal. I submitted the appeal and also requested specific information as to why the complaint was denied to which Navy Federal responded : " During our investigation, we use various methodologies to achieve the best results, which may include internal databases, monthly statements, merchant documentation ( if applicable ) and any information obtained directly from the member. Please note that we are unable to provide sensitive information that does not fall within compliance. However, we have included the steps below to review your monthly statements via Navy Federal Online Banking. '' I have spoken with two supervisors at Navy Federal, the most recent being today, XXXX  My perspective is that Navy Federal has not had my best interest in mind and is not working on my behalf to recover these funds. The supervisor today shared with me that I will receive a response to my appeal in the next 15 days, and when pressed, told me that my case is a scam and is not fraud because I sent the funds. Navy Federal will not provide me the details of the denial or what steps they took to help recover the fund ( including but not limited to reaching out to XXXXXXXX XXXXXXXX where the funds were sent ). They will not reveal these details to me unless they are subpoenaed.