Consumer complaint received 2021-06-21
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, XXXX, and XXXX 2021 large sums of money was taken out of my account by scammers using XXXX XXXX. I had problems with them months before and felt that they had moved on because they had targeted my XXXX XXXX XXXX account for the sum of {$300.00}. The scammers had access to my social security number, address, passwords and personal id questions. They had convinced me to install Id.me and they gained access to my phone. I received the {$300.00} back from XXXX. They sent check books in my name and tried to threaten me to sign it and cash it in the amount of {$7000.00} and {$60000.00}. The name on the checks is my name and navy federal credit union. They also sent a check for me to cash in the amount of {$50000.00} from XXXX XXXX XXXX XXXX and said if I didn't cash it and follow instructions the men that it come from was coming after me, and i said no worries I'm sending it back to XXXX XXXX. I carried all this information to the police station and filed a fraud report. Then I took it to navy federal bank in XXXX NC, and they verified that it was a fake check and that the checks that were sent to me by ups were in fact not their checks. In XXXX XXXX I got two letters in the mail from XXXX XXXX and the letters said that I owed them {$51.00} and it was past due. So I called them and spoke to the manager who name was XXXX and I told her my phone was hacked and I had been defrauded and scammed and that I hadn't ordered any checks. She waived the fees and put a block on my name so they cant order anymore and she said they used a credit card and it went through for the purchase but didn't clear so that's why they came after me. N They took {$6600.00} out of my navy federal account using XXXX XXXX and neither one of the companies want to refund my money. Both have the same reason for not giving my money back. Navy Federal said because I used the app before I was scammed then they weren't paying my money back. I was still able to use my phone it was just glitching and the screens were moving by themselves and doing crazy stuff. on XXXX when money was taken I was at the airport in XXXX Texas boarding the plane or on the plane, on XXXX, I was outside doing yard work and my phone was inside my house charging and the XX/XX/XXXX my wife sent me {$500.00} because she left her wallet home and we were at XXXX shopping and I didn't even have my phone with me then to see if she actually sent the money back. Navy Federal Not one time called or texted and asked were i aware of these large charges coming out of my account, so they should be held responsible. I have my lawyer involved also XXXX XXXX XXXX XXXX XXXX XXXX, attorney XXXX is looking at all the evidence that I gave Navy federal to prove that I was scammed and to get my money back and they disregarded it. Then this morning the lady XXXX said they have in my file if I get an attorney to not speak to me to tell me to contact them by mail or fax. can you please help, this was my XXXX back payment money and I waited 5 and 1/2 years for this and have had numerous XXXX for someone to come and just take it then my bank not even protect it.

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