Consumer complaint received 2023-07-28
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
On XX/XX/2023 a person ( XXXX ) pretending to be from Navy Federal Credit Union 's Fraud department called my cell phone on a spoofed number and asked if I may a purchase of over {$300.00} in XXXX. I said no, and he began " verifying '' the account. I logged on to the mobile app and noticed purchases were being made and money was being transferred from my savings to the checking the entire time I was speaking to him and while he was claiming to have closed the card and the online banking. I immediately called NFCU on another line and asked if their fraud department was on the line and because of the afore mentioned discrepancies and the rep said no, so she immediately locked the debit card and shut down the only banking. 
Because the individual already had so much information from me, plus the info I inadvertently " verified '' I was transferred to another department as the account was completely compromised and they said they had put a hold on the pending transactions, created new checking and saving accounts, changed my pin and password and prompted me to change my code word. I was further advised the compromised accounts would be closed and the fraud department would investigate how the hacker obtained so much of my information. 
On XX/XX/2023 I still had not received ANY provisional credits, nor had the fraud department prevented any of the fraudulent charges from going through so I called to check the status of the investigation and when I would receive my funds back. At this point I was advised it would take XXXX business days to complete the investigation. I also asked why the old accounts were still open as I was told they would be closed and why there was a balance on those accounts of approximately {$600.00} as there was no negative balance, even with the fraud when I caught the hacker and called the bank. 
During the course of that call, the representative contacted the back office and they place a credit of {$360.00} ON THE OLD COMPROMISED account, instead of my new account! When I questioned this, the maintained the I received a provisional credit to the new account WHICH I NEVER HAD. They then tried to further tell me that I had outstanding debits on the old account, which I DID NOT! After going back and forth with the telephone fraud agents and getting nowhere I went in the the branch at XXXX XXXXXXXX, TX and sat down with a banker. We discovered that not only did the fraud department neglect to dispute ALL the fraudulent charges, but also that the {$190.00} they claim was outstanding was already debited from the account on the same day the pending fraud charges came through. 
She put in disputes for the charges the fraud department missed, BUT NEVER GAVE ME THE CREDIT FOR THE {$360.00} that was placed on the old account and advised I the account would have to be escalated to a senior representative with the fraud department. 
On XX/XX/2023, NFCU without my authorization/consent or even a letter of notification, transferred {$420.00} from my new checking account ending in XXXX to the OLD compromised account ending in XXXX and also transferred {$640.00} from my old savings account ending in XXXX and another amount of $ {$29.00}. 
When I called to find out why they had taken my money, I was told it was to settle the outstanding balance on the OLD CHECKING AND SAVINGS accounts, WHICH WERE INVOLVED IN FRAUD!!! I explained that they had not right to take MY MONEY to settle those accounts which were documented to have been involved in fraud! 
I called several times to have the matter escalated to someone in the corporate offices to investigate, but I was either hung up on by agents claiming to be supervisors, or that they would send me forms to have the account investigated. As of XX/XX/2023 I HAVE NEVER RECEIVED THESE FORMS TO ESCALATE THE MATTER ; NOR HAVE I RECEIVED MY MONEY BACK! I asked for all off the details of the offset be sent to me in writing on XXXX, XXXX  and as of today 's date HAVE NOT RECEIVED ANYTHING EXPLAINING WHY THEY TOOK MY MONEY TO PAY OFF A COMPROMISED ACCOUNT.

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