Consumer complaint received 2018-06-27
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am a victim of internet fraud and Navy Federal Credit Union has denied my claim and appeal. I have had my account hacked three times. The scammer was hacking into my online account, adding an external bank institution, transferring funds from my savings into my checking account and trying to initiate a transfer. The first two times I received an alert through email and was able to call in and have the transactions stopped. I was asked by their security department to run virus scanner and have some type virus protection installed on my computer before regaining access to the online system and I did exactly as I was asked. My employers XXXX person added a firewall, virus protection and scanned all computers for viruses. I explained to them that I work in XXXX XXXX at my job and I do payroll, banking/accounting transactions, wires, etc for my job on the exact computer that I used to access my online account. Unfortunately, the third time which was XX/XX/2018, I did not receive an alert email and the transaction was successful from the scammer. I logged into my online account on Friday morning XX/XX/2018, to make a payment on my credit card and that is when I noticed the activity. {$4600.00} was transferred from my savings account into my checking account, then transferred out to XXXX XXXX XXXX in Texas to a person name XXXX XXXX in the amount of {$4400.00} I immediately called NFCU to  report and file a fraud claim. On XX/XX/2018 I received a call from an XXXX who identified herself as XXXX XXXX. I explained to her the situation and what happened. She told me that she believed that I was part of the scam that I " probably loaned someone the money and now want it back ''. I was already upset from being violated in the worse way by having hard earned money scammed from me, but to have my bank that is suppose to help me blame me was the worse feeling ever. She then proceeds to tell me that I was asked to stop using my work computer after the first attempt to withdraw funds and that the transfers were all initiated from my computers IP address. I explained to her that I log into my job 's banking account daily, several times a day and that I log in as well to my other banking institutions and there has been no fraud activity on those accounts. She said that my claim would probably be denied due to those reasons and that I would receive a letter in the mail. I called back to customer service and was unable to speak with XXXX XXXX I left her several messages but no return call. I had my jobs XXXX person come run virus scanners again and asked for my IP address so that I could verify it with the XXXX, but she never returned my calls for 3 days. On XX/XX/2018, I called NFCU customer service for additional information and was told that my claim was denied on XX/XX/2018. This let me know that the XXXX was bias in her decision because there is no way she did a thorough investigation because the same day she spoke with me on XX/XX/2018 she denied my claim. Customer service also gave me the last 4 digits of the bank account number from XXXX XXXX but was unable to give the whole account number due to privacy reasons. I also requested my log in records and transaction records, but NFCU was unable to release any of that information to me. I then went to the XXXX XXXX Police XXXX and filed a report and gave all the information to the XXXX at the police department. He told me he would submit subpoenas from both banks as well as login records for my online account. The XXXX from the XXXX Police Department also told me that it is very easy for a scammer to copy an IP address from any computer, so that is not a liable reason to deny a fraud claim. NFCU also suspended my online privileges, so I can no longer use their online system. I filed an appeal of the decision and per customer service my appeal was accepted on XX/XX/2018 and they had 15 days from that date to review and make a decision. I never received anything in the mail and I made several calls and still nothing. I was told by the fraud department that they sent messages for the XXXX to give me a call. I called on XX/XX/2018 and XXXX, XXXX, XXXX and still no calls or decision. On XX/XX/2018 I called once again and was told the appeal XXXX XXXX noted " claim remains denied ''. I am distraught over this ordeal. I am a law abiding citizen and I work hard for my money and to have someone violate me by taking it, then my own bank not supporting me in anyway or even trying to help me makes the matter worse. I do not believe that either investigators XXXX XXXX nor XXXX did a thorough investigation. I have cooperated fully and have been very patient in this matter. I am the victim in this matter and my own bank is treating me like a criminal. I will continue to fight for my money because it was wrongfully taken by the scammer and Navy Federal Credit Union. This ordeal has been a nightmare and I have been treated unfairly by Navy Federal Credit Union fraud/investigation department. 

It has been over 30 days from the time the XXXX Police XXXX XXXX sent subpoenas to NFCU and as of XX/XX/2018 he still has not received correspondence. He has already received calls from XXXX XXXX XXXX in Texas but they are unable to assist him without the requested information from Navy Federal Credit Union.

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