Consumer complaint received 2021-03-22
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I have been searching for a home to move into asap due to the fact that I went into XXXX XXXX and XXXX XXXX XXXX  weeks early. This caussed us to be in a bit of a hurry to find a nice home to move into before she comes home from the XXXX. A scam artist took advantage of this. On Friday XX/XX/2021 I came across a home on XXXX that we were interested in. The home was supposedly privately owned and there was contact information for interested people to contact. I contacted the number and believed I was speaking with a property manager/owner who allowed us to go and visit the home throught a self guided tour due to the " COVID pandemic ''. We completed the rental applications and I had to send {$100.00}, {$50.00} for each adult applying. He guided us on how to create an account and get the code number for the lock to unlock the lock and get the key and enter the home to view it. Everything seemed to be legit. Once we finished viewing the home we were asked if we were interested and told there were other interested parties as well but that we had the upper hand because we had the key. The supposed manager told us if we made the deposit for the home that day through his lawyer that we would be able to keep the key and we would sign the lease agreement in the morning. I have never been scammed in my life, I had no idea this was a way people get your money. I believed what I was being told. I transferred the deposit of {$1100.00} to the supposed lawyer/realtor account which we googled the name before we sent the money and there was confirmation that there was a realtor locally by that name. I thought we would be okay only to find out that the home was being rented through a rental company. We found this out because there was a couple outside their home across the street and we asked them about the house. They told us the house was for rent but by XXXX When we realized what we had done, I immediately went into my bank account to try and stop the pending transfer only to find there was no option to cancel. I contacted my bank first only to be told that I sent the money myself there is nothing they can do and to contact XXXX. I contacted XXXX and while on the phone with them they told me there should be an option to cancel the pending transfers if they had not gone through yet in the app. I tried exactly what they told me to do while on the phone with them, but there was NO option to cancel the pending transfers. I could clearly see that the charges were still pending and would not be available to the recipient until XXXX  XX/XX/2021. However, I was not able to cancel, there was no option to do so. I contacted my bank again and tried to see if there was any way to reverse the charges they were no help whatsoever and kept telling me that its basically my fault because I sent the money willingly. Both Navy Federal and XXXX refuse to do anything to help me, meanwhile I am out of {$1100.00} with a newborn baby and no way to move forward or get my money back. I was never scammed in my life so I didn't expect this I wish that there was some type of warning. I am beyond frustrated and I just don't know how to accept that I won't get that money back. Please help me if at all possible, I am struggling enough as it is.

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