Consumer complaint received 2023-12-05
Company: NAVY FEDERAL CREDIT UNION
State: HI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023 afternoon, during my field training, I received a phone call from Navy Federal Credit Union that has the exact same number as the one showing on the back of my debit card. After picking up the call, I was greeted by a female representative and was told that there has been suspected fraud thats going on in my account worth {$500.00}. I was asked to verify my identity ( name, date of birth, last 4 digit of social security ) in which I was not surprised as it was the bank calling. After they were able to verify my information, I was then transferred to the fraud agency department to file a claim and to possibly get my money back. After being transferred, a male representative has greeted me and again I was asked to verify my identity ( name, date of birth, last 4 digit of social security ). I was given instructions that I will be receiving a XXXX video call guiding me to show me how I can get my money back. I then received the XXXX call from XXXX. I was given instructions on what to do thinking I was still speaking to bank representative. I was asked for a share screen to guide me. They wanted me to log in Navy Federal app, they couldnt see my username and password since I used my face ID. I was asked to check my purchase history and was told that there was charge from XXXX  I was told that I am not going to see it because its been declared as fraud already by navy federal and in able to reverse it, they will need my XXXX ID. I was comfortable giving my XXXX ID since I thought it was the bank helping me. I then noticed that my XXXX id got changed to a different email as well as my password. I was told to open an XXXX credit card and I applied and got approved immediately. I was told to transfer XXXX in XXXX  cash and then another {$2500.00} total of {$5000.00} and it got locked immediately by XXXX I was later asked for my XXXX without the password but suddenly they were able to gain access to my email and issued a new debit card for me from Navy Federal. After a new debit card was issued, I was told that my old debit will no longer work so he wanted me to check my email in able to for me to use the new debit card without having it physically yet. I tried getting access to the new debit, I was not able to log in, and so since that was the case, I was guided to use my XXXX XXXX  And through XXXX XXXX he wanted me to put {$5000.00} and XXXX XXXX  was only allowing {$4900.00} at the time. Asked the representative why were going through this process, and I was told that its to unlock the {$5000.00} that was locked from XXXX credit card. Someone later requested me {$4500.00} and the person username was $ XXXX and he was named XXXX from the XXXX. After the money was sent without me approving it, the person wanted me to send {$400.00} from the {$4900.00} balance and then it failed and was did not get sent. I was told that it was okay and that they were going to try to unlock my XXXX  account now and get my money reimbursed. After XXXX minutes, I was told, since it was not working, we are going to have to reset your phone and after that my phone had shut down and factory reset by itself and as soon as my phone turned back on. I tried logging in to my XXXX ID and it was not working anymore. Even my phone number got deactivated. I immediately reported to my XXXXr to possibly get an approval to go to the nearest Navy Federal Bank since I was still on the field. I immediately reported what happened and initiated a fraud claim of {$9900.00} which was the total amount that was lost in my account. The hackers were even able to transfer money out of my joint share savings with my wife worth {$2000.00}. I also had to go straight to XXXX XXXX XXXX XXXX going to the bank to reactivate my phone number as it was deactivated. XXXX also got involved to initiate fraud claim {$5000.00} with XXXX XXXX and tried closed the XXXX credit card that hacker wanted me to apply to. Unfortunately, XXXX unable to give the money back that was sent from the hacker. I also tried finding a solution to get my XXXX  ID recovered as it was also compromised. The hacker or Navy Federal impersonators was able to use my account and have access to it with a new email that it was changed to as well as the phone number. XXXX recommended to file a police report as this can be considered as identity theft in which I did. 

After waiting 10 days from the date my claims were filed, the investigator has ruled that no error has occurred. I truly believe that this response from Navy Federal Credit Union did not honor the root of the problem that I am trying to solve. The problem here is failing to provide security for the consumers of Navy Federal Credit Union. Impersonators/hackers are extremely creative to find a way to persuade consumers to fall into their system. Just the fact that these hackers/impersonators can mimic the same phone number that Navy Federal Credit Union provide to their customers, already shows that there needs to be a change to the system. When I went to the bank to report and file a claim for fraud, I was told by the representative who helped me that I was the fourth person that day to be reporting for the same exact issues. This only shows that this issue has been becoming an unresolved problem.

I am asking for assistance, not just as a consumer, but also as a service member who have put his trust to an institution claiming to be ensuring their members that they are insure and secured by NCUA, to please provide some assistance to this problem. Losing {$9900.00} from my bank account has slammed me so much to the point that it has affected my mental health and caused me financial problems. I have been with Navy Federal Credit Union for almost a decade now, and since then, the institution has been very helpful with every issue that I have dealt with considering that they were not as huge as this one. As a service member who serves to protect the country, I would really hope for Navy Federal Credit Union to be able to provide assurance to provide security and protection to my account. 

XXXX cash case number : XXXX and XXXX police department Case number : XXXX.

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