Consumer complaint received 2025-08-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I am reporting a serious case of fraud involving my NFCU credit card. There is no company to request a refund from it was all a fraud charged to my credit card. This is not a payment dispute with a merchantit is a case of criminal impersonation and deception by individuals falsely claiming to represent XXXX XXXX. 1. Timeline of Events In XX/XX/2025, I purchased a legitimate ticket to fly to XXXX on XXXX XXXX, scheduled for XX/XX/XXXX. On XX/XX/XXXX, I was notified that I needed to complete an immigration card for entry into XXXX. I tried to fill it out but was blocked for some unknown reason. I searched online for XXXX XXXX and called a number listed in the results as XXXX. Unbeknownst to me, this number connected me to scammers impersonating XXXX staff. In the Fraudulent Interaction The impersonator offered to help with the immigration form, completed it for me, and sent me a copythis built trust and made the scam appear legitimate. After sending the immigration form, he claimed there was a problem with my ticket : my middle name was missing, and the name didnt match my passport a resent change that happened after I bout my ticket. He insisted the only way to fix this was to rebook the ticket entirely, using the same reservation but with a new payment and a higher amount at such a late booking. He already had my credit card information and all booking data on hand I did not give him my credit card numbers he simply asked me to verify the cvv something I had been asked 1000 times over my lifetime, then he sent me an XXXX airline booking agreement. When I clicked OK, he charged my card for an amount far exceeding my credit limit XXXX with a limit of XXXX. I immediately contacted NFCU to request a credit limit increase to pay the ( airlines ), believing I was working with XXXX XXXX. The scammer then claimed to find a lower fare and charged a second, smaller amount XXXX dollarsstill unauthorized. He had sent me an email promising an immediate refund, which never occurred and will never occur the third attempt the payment went through. No Service was Rendered nothing on my actual ticket was updated or changed it was all a lie I found out on XX/XX/XXXX. On XX/XX/XXXX, I arrived at the airport and was informed by XXXX staff that the booking payment was fraudulent. XXXX took all the information for their own investigation. I could have flown that night but due to stress went to the hospital and did not fly on XX/XX/XXXX. Days later I paid the real XXXX directly to reschedule my flight to XX/XX/XXXX. The claim that my middle name was required on the ticket and i had to buy a second ticket was falsemy current ticket and passport still do not match no correction was made, and XXXX confirmed this is not an issue. I asked NFCU to Please stop them from getting the money they not only did not stop them even though the money had not been picked up yet as NFCU informed me at the time there was a whole list of XXXX charges tacked on that i had nothing to do with yet 5 of them totaling XXXX dollars was tacked on rubbing salt into my wound. This was a premeditated fraud, not a misunderstanding or dispute. The impersonator : Falsely claimed to be XXXX staff Manipulated me into approving charges under false pretenses Provided no legitimate service Used deception to gain trust ( immigration form ) Fabricated a name mismatch issue to justify rebooking Promised an immediate refund. NFCU could see this on the screen shot and documents sent them the estimated refund date was only to give them time to cover their tracks and NFCU went along with all this. Even worse NFCU raised my credit limit to allow them to get more money if not for them saying they had found a lower fair i would have been charged over XXXX with the help of NFCU they knew it was not my airlines that was trying to charge my card at the time and failed to tell me after I told them i needed them to raise my credit limit to pay ( my airlines ) for this transaction had they told me at the time it was not the airlines trying to charge my card this would have been avoided. I filled Mutiple reports FBI FTC and local sheriff. NFCU Has all the documents in hand from that day i should not have to attach that long list again here they have the days transactions and clear fraud, NFCU sided with the scammers and unauthorized user of my card sending me a letter saying all the charges were consistent with my personal activity and i was to pay them NFCU over XXXX I paid if i did not my credit would be hit NFCU would tack on over XXXX interest as well there actions were unconscionable towards a customer. Sincerely, XXXX XXXX XXXX

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