Consumer complaint received 2023-07-22
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, XXXX received a text message alert from an unknown number ( Tel : XXXX ( XXXX ) XXXX ). In the body of this message was the following information : NFCU : Unrecognized device ( XXXX XXXX ) currently signed into your online banking near XXXX, OREGON If you don't recognize this device reply " NO '' to secure your online account. Reply " STOP '' to end text alerts. ( See Attachment F ) Following that message was another that stated as follows : NFCU : Your {$500.00} CASHAPP** payment to " XXXX XXXX XXXX on XX/XX/XXXX is now processing. If you don't recognize this payment reply " NO '' to dispute this transaction. Reply " STOP '' to end text alerts. ( See Attachment F ) On XX/XX/XXXX at approximately XXXX pm, while at work, Member had a missed call and Voicemail from an unknown number ( XXXX ( XXXX ) XXXX ). The person who left a voicemail claimed to be an Agent calling from the Fraud department with information about a matter and to call them back Asap. ( See attachment XXXX ). 

On XX/XX/XXXX, at approximately XXXX pm, Member received a phone call from someone who claimed they were a representative with NFCU fraud investigation Department and that they were calling in regards to a attempted transaction for {$500.00}. The number this scammer utilized to contact member was XXXX ( XXXX ) XXXX. During the call, trusting that this was a legitimate communication from NFCU, member disclosed some personal information including name, address, phone number, date of birth and other information. Member explained that they did not initiate the attempted transaction. Scammer then instructed member that the NFCU account needed to be secured and that they would assist with that process. Scammer was able to send a series of texts to members phone from NFCU in order to change the password on the NFCU mobile app. Password was successfully reset at XXXX pm. ( See attachment C ). 

On XX/XX/XXXX at XXXX pm, someone with the name XXXX XXXX with the Cash-tag name XXXX attempted to withdraw funds from Members NFCU bank account by way of Cashapp ( which at the time was linked to members NFCU debit XXXX ending in XXXX ), in the amount of {$900.00}. XXXX identified this attempt as a Potential Scam and the transaction was Declined. ( See attachment B ). 

On this same date approximately XXXX minutes later at XXXX pm, someone with the name XXXX XXXX with XXXX $ XXXX attempted another transaction, this time in the amount of {$950.00}. This attempt was approved by XXXX and the funds were successfully transferred from members account. ( See attachment A ). 

On XX/XX/XXXX, at approximately XXXX pm, after realizing that they were the victim of a scam, member promptly took the appropriate steps to secure their XXXX account by unlinking their bank account and corresponding debit card from XXXX. XXXX also changed their XXXX account login information and security PIN code. ( See attachment G ). 

Member then called Navy Federal to report the unauthorized transaction and scam using the number provided on the NFCU banking app. Member spoke with a representative at NFCU and at XXXX pm members account was secured by changing the username and password. ( See attachment D ). 

Initially NFCU returned my money. A month later NFCU electronically deducted the funds from my account leaving my account {$670.00} in the negative. NFCU has failed to follow its own Zero Liability Policy. NFCU has no legitimate basis for its decision and at this point, the taking of my money is considered theft. Based on all the evidence, I was clearly the victim of fraud! NFCU needs to return my money or I will pursue legal remedies.

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