Consumer complaint received 2025-08-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I am filing this complaint regarding Navy Federal Credit Unions ( NFCU ) denial of my fraud claim stemming from a scam on XXXX XXXX that occurred on XX/XX/year>, at approximately XXXX XXXX  in XXXX XXXX, Florida, resulting in a loss of { {$500.00} }. I was defrauded through a sophisticated scheme involving a fake buyer, fraudulent emails impersonating XXXX, and deceptive phone calls that mimicked XXXX 's customer service. I listed items for sale on XXXX XXXX with an asking price of {$200.00} and was contacted by a user with a XXXX profile that appeared legitimate at first glance but later proved to be a fake account. This individual expressed interest in purchasing the items. Due to a purported scheduling conflict, the buyer stated they could not meet at our agreed-upon time of XXXX XXXX. To secure the purchase, the buyer offered to send payment in advance, and I provided my XXXX XXXX code for the {$200.00} payment. Shortly after, the buyer claimed to have sent the payment, but the funds did not appear in my XXXX account. The buyer then stated that they received an email from XXXX indicating that I needed to upgrade my account to a business account and raise my transaction limit before I could receive the {$200.00}. I subsequently received an email purporting to be from XXXX, complete with XXXX branding and formatting, claiming that the buyer would need to send an additional {$500.00} to raise my limit. The email included a phone number. The buyer claimed to be on the phone with XXXX and urged me to call the number as well. When I called the number, the individuals on the phone sounded professional and even read a disclaimer, falsely assuring me that the call was being monitored to protect both parties from potential losses. They confirmed the buyer had sent the extra {$500.00}, but claimed that I would not see it reflected in my XXXX account until the transaction was approved and solved. These individuals then stated that I needed to refund the {$500.00} to the buyer using a different payment app. The buyer suggested XXXX, but when that did not work, they suggested XXXX XXXX. I had never used XXXX XXXX before, and the individuals impersonating XXXX guided me through the setup process and instructed me to send the {$500.00} to a phone number they provided. They even asked for a screenshot as proof of payment. Shortly after sending the initial {$500.00}, they claimed the transaction failed and that I needed to send another {$500.00}. It was at this point that I became suspicious, and I immediately researched XXXX scam emails online. I discovered that the exact email I had received was a known scam. I immediately ended the call and contacted Navy Federal Credit Union to report the fraud. I provided them with all available information, including the names and XXXX profile of the fake buyer, screenshots of the fraudulent emails impersonating XXXX, the phone number used by the scammers, and transaction details from XXXX XXXX confirming the { {$500.00} } payment. Despite this evidence, NFCU denied my fraud claim on [ Date of First Denial ] and again on [ Date of Second Denial ]. Their explanations were vague and did not appear to consider the evidence I provided. Therefore, I am requesting that the CFPB investigate whether NFCU followed proper procedures under Regulation E ( 12 CFR Part 1005 ) in their investigation and denial of my claim. I believe NFCU failed to conduct a reasonable investigation and made a determination contrary to the available evidence. Specifically, they failed to adequately consider the evidence of the scam 's sophistication and my prompt reporting of the incident. I am also requesting that NFCU be ordered to reverse the charge for the unauthorized { {$500.00} } transaction made through XXXX XXXX and restore my account to its pre-fraudulent state. Furthermore, I request that NFCU be required to implement better training for their fraud department personnel regarding common online scams and to improve their dispute resolution process to prevent similar situations from occurring in the future. To support my claim, I have attached copies of the fraudulent emails purporting to be from XXXX, screenshots of my XXXX XXXX conversation with the fake buyer, screenshot of my XXXX Pay transaction history showing the { {$500.00} } payment, and copies of all correspondence with NFCU, including their denial letters. I firmly believe that NFCUs handling of this case has been unjust, inadequate, and potentially in violation of Regulation E. I was a victim of a sophisticated scam, and NFCU has failed to provide the protection I expect from my financial institution. I am seeking the CFPBs assistance in resolving this matter promptly and fairly. Thank you for your time and consideration. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

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