Consumer complaint received 2022-07-20
Company: NAVY FEDERAL CREDIT UNION
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Hello, I am sending what I attached and sent to my bank involving the scam that took place. This was my rebuttal to the first denial, and they have now denied me again, saying " I did not fall under their policy and it will remain denied. '' It truly upsets me that they had all the information to see that this was a fraudulent listing and still refuse to support their members - But gave me back ATM withdrawals ( {$1800.00} ) that I gave them ( the scammers ) when they ( the bank ) said it would most likely not get approved. 

To whom it may concern, I am a victim of an online rental scam from XX/XX/XXXX to XX/XX/XXXX, when I first reported the issue to the FTC. Over that course of time, I was working on upgrading my living situation from an apartment to a house for my family as our lease was coming to an end, and we provided a 60-day notice that we would be leaving so we could move into this house all while unknowingly being taken advantage of due to my veteran status. After giving our 60-day notice and realizing I was being scammed, the panic set it that there was a real possibility that we would be homeless and out a lot of money. 
To explain what happened, I will do my best to take you through a very tough situation. To hold the house and take it off the market, I was asked to make three forms of payment first months, last months rent, and a security deposit which was a widespread request to rent a house and is something that is understood nationwide. Additional payments/fees were made per the agreement/contract as it was told that they would be taken off the future rent payments. I was in a very vulnerable state as I was on a new medication that I was prescribed to take due to my diagnosis from my service in the XXXX. This just added to everything that the scammers knew and took advantage of to make it known that I would be an easy target. 
In addition to the scam against me, the scammers also stole the identity of the valid owner of the house I was going to be renting. I was shown/given documents that the house was owned by the said individual I was supposed to be talking to. The actual person who owns the property, when informed of this matter, said they had never spoken or heard of me and was unaware that their identity had been stolen. I will attach the documents that relate to this and show proof of what I saw. 
I went to the courthouse to go after the individual who scammed us in a civil matter ; they assisted me with figuring out the actual owner of the property. I tried to do the right thing and attempted to contact her work so I could inform her that her identity had been compromised ; they refused to take a message, and I was later reported to the police, quickly ending up on the wrong side of justice all do to a misunderstanding and the fact that I couldnt explain what had been going on. All I wanted to do was inform her of her identity being stolen and what was going on with her property. Later that night, I was contacted by an XXXX who informed me of what was going on as he called to question me and finally heard me out after scolding me about being a victim of a rental scam that should have been reported sooner. I was trying to do the right thing and help someone else out who was getting scammed by the same person I was, and now I just want this all past me so I can continue living my life without this hassle. 
After I had been through all these hectic situations and thought maybe this was all past me, the individual contacted me again, asking me to work with him and help scam other people. I informed the police, and they told me that nothing could be done, and my only option and hope left was to contact the bank to get my money back. So, this is where I am asking you for help in clearing up this matter and finally letting me move past it all. 
I have been a proud Navy Federal credit union member for several years and am to this day. This matter requires some additional and deeper investigation, hopefully resulting in a full refund of money. This was US currency stolen from me, not an online format I lost to trading. I ask that this be taken seriously as it is an actual claim of fraud and a legitimate claim of a scam that was reported to the XXXX Police Department ( Report # XXXX ) as well as the FTC ( Report # XXXX ). ( Files attached ) After I contacted the bank to start the fraud claim, I was issued a new checking account due to the fact that we werent sure if my previous information and financials had been compromised ; I received a new card and switched everything over to my new account. I was under the impression that things were being handled, and I was finally getting the help I needed. The bank returned the majority of the money I lost, which was amazing. All evidence and contact information was provided when filing my initial claim, and that is why I am disappointed in the way this claim was handled and the recent outcome. I was recently notified by email that an adjustment was being made to my account without any kind of warning and left me with a negative balance of {$5900.00} without any explanation. I find this very unprofessional and not living up to what the NFCU stands for. 
I was always under the impression that NFCU honored and protected their veteran clients from this kind of danger, especially when it involves the sensitive topic of possible veteran homelessness. As you can imagine, this was a very terrifying time for my family and me as we were not sure where we were going to live and out all this money due to the scam. 
I hope you can understand and see this as a serious matter that has only been causing more problems for me as the days go on. 

The following information is all the contact information I have between the parties at hand. 

XXXX Email by the supposed owner of the house phone number is : I believe their name is XXXX XXXX the main person ) ( XXXX ) XXXX XXXX XXXX Email provided by the supposed owner ; this is the person that was supposed to be delivering me the keys through shipment. 
- XXXX XXXX ( XXXX ) XXXX XXXX Another person that reached out to me being the person brother : - XXXX ( XXXX ) XXXX XXXX XXXX XXXX Email : XXXX The attorney : XXXX Villa Email : XXXX Name : XXXX XXXX XXXX https : //www.timetasklogs.com/welcome/contact.php The website of the shipping company that was supposed to be delivering the keys and documents to the house I was supposed to be renting. 
https : //www.timetasklogs.com/welcome/check.php The tracking number for this is : XXXX The bank information that was shared with me : XXXX XXXX XXXX XXXX XXXXXXXX XXXX Account number XXXX XXXX Routing Number : XXXX

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