Consumer complaint received 2017-12-26
Company: NAVY FEDERAL CREDIT UNION
State: AP
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Hello, I 'm a military service member currently serving overseas in XXXX, XXXX who made a huge mistake and now is a victim of fraud and being brutally scammed. Back in May of this year I received a message via facebook messenger from a woman who was asking if I needed help paying off my debt or making extra income. I ignored the message for quite some time and then when XXXX rolled around I had actually been about {$800.00} in debt and was a little desperate and frustrated so I went back and got more information on the process. She lead me to her " boss '' who goes by the name XXXX XXXX XXXX. Him and I messaged back and forth about the process and I took the risk and that 's when things went down hill. Now before I confuse you, let me mention that this male is promoting himself on XXXX and telling service members he can help pay off their debt and make extra income. This has also happened to another service member within my company a few months back by this same male, XXXX XXXX XXXX. From the evidence I have, XXXX is currently in the states in Illinois. 
Around the last week of XXXX was when all of this took place. XXXX messaged me and told me he could help me pay off my debt and I so the first thing he did was ask for my log in to check out what exactly I needed paid off. That 's where I was oblivious to the fact that he was actually in my account now. The first thing he had me do was make a transfer of {$1900.00} from my XXXX XXXX  account to XXXX XXXX. He had put the {$1900.00} into my checking account himself and that 's how I got the money to make that transfer. He told me that the money was going to his " security clearance '' and that 's how we paid them so that they would help him, help me pay off my debt. He made me send it as a cash pickup. After this transfer was made he had me making these huge transfers of money everyday for almost 4 days straight. When i was making these transfers he was giving me names to send the money to and the location of wherThe reason I think I had been brainwashed was because he was n't taking any of my own personal money through the process and on XXXX XXXX he cleared out my debt for me and said the process was complete. I could n't believe that it actually happened at the time until the next morning of XXXX XXXX, I woke up to alittle over {$9000.00} in debt. There was about {$5000.00} In my credit and he put a XXXX XXXX XXXX loan into my account of {$4000.00} that I did not sign for or take out. I then realized I made the huge mistake and was being scammed. I messaged him multiple times asking what happened and the moment I told him I was going to report him, he blocked me on XXXX and I had no access of getting ahold of him anymore. I immediately went to the XXXX XXXX XXXX on my base as soon as I got off work and reported the situation. We went on my account and did a fraud claim on my credit and also on the loan and sent it up to the security department of XXXX XXXX to investigate my account. We changed all of my passwords and usernames and refreshed my whole account. My credit card and my debit card were both destroyed that same day and I was given a brand new Debit Card, but did n't get a new credit card until we heard further into the investigation just to be safe. We came to the conclusion that he was putting fake money into my account and receiving the real cash when he would pick it up from XXXX XXXX, which is how he scams people and makes all of his money. I also went to the military police on base and made a police report and also called XXXX to talk to an Agent and open up an investigation to get more help. I also got in contact with XXXX XXXX to ask about the make who picked up the cash and they were able to track down the confirmation numbers on those pickups. So with that being said I have 4 different confirmation numbers written down and a case number to report to the local police department for further investigation on the male. 
XXXX XXXX, I looked back into my account and saw that {$410.00} was put on my credit card and all of the purchases were made in XXXX and XXXX. I did not have a credit card at this time because they destroyed it and It. I immediately went back to the XXXX XXXX XXXX on my base and reported another fraud claim. 
XXXX XXXX, they adjusted my account of all the fraud on my credit card and took it off of my account. 
XXXX XXXX, I received an email that said they DENIED my loan and are now making me liable of money that is n't mine and a loan that I gave no permission to take out. 
2 days later on XXXX XXXX, I look back on my account and saw that another {$5000.00} loan was put under my name in my account. Again, I immediately went to the branch and reported the fraud and filled out a fraud claim that was sent to the security and loan department, XXXX XXXX, I still have n't heard anything back from XXXX XXXX at this point and went back to check my account again and saw that XXXX XXXX had reversed all the money they adjusted on my account and are making me liable for the fraud that was made in XXXX, plus the money that I was scammed on from XXXX XXXX XXXX. Now they are making me liable for almost {$10000.00} worth of money that is n't mine and that was impossible for me to even have considering I did n't even have a credit card for a whole month when he fraud was taking place. The same day I emailed XXXX XXXX through Emessage and sent 3 different emails considering my case of my Credit Card fraud and each Loan. XXXX XXXX has yet to reply back nor even read my messages and it is almost the end of XXXX. I am now paying almost {$400.00} of debt that is n't mine nor that I can barley afford because XXXX XXXX does n't want to communicate with me and wants to deny everything against me and make me liable of something I did n't do. 
Also on XXXX XXXX, it was only the 2nd time I heard from my Agent from XXXX who took on my case and was basically told that they could n't do anything else for me because I gave out my information and they are saying that I basically gave this guy permission into my account. But I never gave him permission to scam me or take loans out under my name. I made a huge mistake that I 'm now learning from and regardless this still is a scam and a huge mess of fraud. 
XXXX XXXX, I went back to XXXX XXXX branch to ask if it was possible to do a loan consolidation on my credit and 2 loans so that it would be easier for me to pay since XXXX XXXX wants to make me liable. I called the loan department from the branch phone and they said they would be able to do that for me considering my situation. The next day I go back into the branch to get an email that says they DENIED MY LOAN CONSALIDATION. Now XXXX XXXX has denied me twice for something I did n't do and still has yet to contact me on any information. This process has been going on for almost 3 months now and nothing has been positive about it. I have went broke, been overdue on my own bills and am being forced to pay on this money that is n't mine and its slowly ruining my credit score because I can barley afford to pay it monthly. 
XXXX XXXX, I went to the XXXX XXXX XXXX and talked to a financial counselor because I was out of options and help at this point and she helped me out a lot and recommended this website and to report my complaint and my story to get more help. And lastly, on this day that I was sitting with my counselor we were looking back on my account and the evidence I have and noticed a account under my name at XXXX XXXX in XXXX XXXX, California, that XXXX had made under my name when he was in my account at the time in XXXX. I was not aware of this until the day I had talked to my financial counselor and I am making the call to XXXX XXXX to explain my situation and hope that they will understand and cancel that account. At this point I am completely drained and hopeless but I have yet to give up on finding resources. All that I want is to feel like XXXX XXXX is on my side and would actually take this seriously because I feel completely blown off by everyone and have no hope and just need help on what I 'm supposed to do from here on out. PLEASE HELP?

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