Consumer complaint received 2021-06-10
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/2021, I had a conversation via XXXX with a local tattoo artist who was promoting their work. The tattoo artist messaged me and asked what I was looking to have done, explained the appointment process, we agreed on a date and time and he provided me with the address to the tattoo shop. I plugged the address into XXXX XXXX and confirmed that it was a valid address, 9.6 miles from my residence. He advised that there would be a deposit of {$250.00} to book the appointment, which is very common for tattoo shops to require deposits when booking appointments. I provided images of what kind of tattoo I was looking for and he confirmed price and that he would be able to do the work. He provided me with his XXXX username as XXXX XXXX and advised me that once I sent the deposit to let him know so that he could begin sketching the tattoo. I sent the money using my XXXX account and advised him that the money had been sent. He continued messaging me asking questions about the tattoo and if I wanted him to come to my house as he does mobile tattoos also or if I wanted to head to the shop. I advised that I would feel more comfortable heading to the shop. I never heard from him again. 

Around XXXX that same evening, I received a direct message from someone on XXXX advising me to not do business with this person because her daughter was just scammed. She advised me that she noticed I had commented on one of the tattoo artists pictures and wanted to reach out to me to warn me that he was a scammer. She mentioned that he provided her daughter with a fictitious address, asked her for a {$100.00} deposit and then never messaged her daughter back once the money was sent. 

I reported his XXXX page as fraud, blocked him and reported his XXXX profile as a scam and reported the fraud. XXXX finally shut his account down but it seems his XXXX profile is still active. XXXX has the ability to see how many times this person has been reported as a scam or fraud and should have shut this account down. XXXX also can see the routing and account information or debit card information as to where the funds are being deposited or cashed out to for this user, yet XXXX seems to not care and allow this type of fraud to continue to happen. 

I called NFCU on XX/XX/2021 and reported all of this information. I was advised that the report had been submitted to their Fraud and Disputes Department for further investigation. Over a week later I called back to confirm the status of the report. I spoke with an agent who advised that the case had not yet been assigned to anyone and to allow additional time for the case to be assigned and reviewed. The agent also advised that they don't typically submit reports to Fraud and Disputes for XXXX transactions due to it being a third party company who debits money from your account. The agent also stated that once the case is reviewed it's very likely it will be declined and I won't be able to recoup my funds because NFCU has no control over XXXX.

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