Consumer complaint received 2022-10-26
Company: NAVY FEDERAL CREDIT UNION
State: MO
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/22, I went online to find XXXX support; found the telephone number of XXXX. Called the number, the representative ( rep ) told me to download the app XXXX so that he can verify that I was the person associated with my XXXX account. I didn't know that downloading this app gave the person access to my accounts. From that moment the rep advised me that was he was sending verification codes. At that time I wasn't aware that the verification codes was actually money coming from my account via XXXX. Later I found out that since the person had access to my phone he deactivated my XXXX account. Later to be told that a text should had been sent out to verify that I was the one making the transfer. I can only assume that it was intercepted by the scammer. I never received any alerts. The amount that the scammer transferred via XXXX was {$1400.00} ; XXXX different transactions. 

I was advised by the rep at NFCU to change my phone number, in which I did. The fraud department has handled my fraud claim very poorly. I didn't hear anything regarding my claim as far as documents needed to support the fraudulent claim. I just so happened to log into my account XX/XX/22 and notice that there was an adjustment to my account. Call customer service and was advised that the fraud claim had been denied. Request that she transfer the call to the fraud department. I was placed on hold, when I was told that the fraud department states that they are unable to speak with me. Suggested that if I wanted to appeal the decision I go do so with online banking through a message. What type of customer service is this? Of course I asked the customer service representative questions to only hear that she is sorry and not sure of the answer. I later called back to report this incident the fraud department manager. During the call she had the phone on mute the entire time. After I go into this long spill of what happen and how frustrated this has been, there literally was a an awkward moment of silence. Then she unmutes the phone and says I am so sorry XXXX XXXX. She claimed that she will put on message on my fraud account. 

I just want my money back. I NEVER authorize this charges via XXXX. I questioned the manager in the fraud department what does FDIC secured mean. She states that the fraud department role is to get my money back if possible. If not, then they have the option to refuse to cover the fraudulent charges. Overall, this doesn't make sense, so what is the point of securing money in a financial institute if people can steal your money and the customer is left with dealing with this chaos. Dealing with the credit union not asking for documents when I initially filed my fraud claim has caused emotional, mental and a financial burden. Having to process someone taking money from your account and I never authorize it has been an ordeal within itself. More so the way the scammer took my money has been mind boggling to me.

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