Consumer complaint received 2024-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
On XX/XX/year> I received a spoof call from a phone number that was Navy Federal Credit Union. The person on the phone was impersonating my banks fraud department and advised me that there was active fraudulent activity happening on my account. I freaked out and did everything they told me to do without thinking. I should not have done this. i should have hung up and called the number back but I didn't. I now know and learned a very hard lesson. They asked me to add a card to my XXXXXXXX XXXX XXXX  and transfer the money in my account, {$4200.00}. After I transferred that money they advised me to remove the card from my XXXX XXXX XXXX  and abruptly hung up on me. I knew right away that I was scammed. I called the number back and reached my actual fraud department with NFCU and submitted a fraud claim. I was advised that not only did they clear out my savings and checking, they were able to successfully do a {$450.00} cash advance on my NFCU credit card. I submitted this fraud claim on XX/XX/year> and today, XX/XX/year> I have been advised by NFCU through email that my claim was denied because they see that I was the one that transferred the money. They never advised me when I initially submitted my claim on XX/XX/year> that I should file a police report or call any other people. I was told that they have an entire fraud department that would handle it and " rest assured '' it would be taken care of. I was given a provisional credit of {$4200.00} from NFCU while my fraud claim was processing but now that the claim has been denied they have advised that they will be taking that provisional credit back within 10 days. I immediately called NFCU after getting the denial notification and was advised that I can submit a security appeal for the claim but they are still taking the provisional credit back. The representative that I spoke to today, XXXX, asked me if I ever filed a police report and I told her no, know one ever advised me to do that. I am a single mother of XXXX kids and it is the holiday season and I can not afford to have this money taken back. Before I submit my security appeal to NFCU I am taking ALL steps to ensure that this is taken care of correctly. I have called XXXX XXXX Support and was advised that they are unable to submit a claim because the money is already cleared because it was sent as an instant transfer but they did give me the name of the bank associated with the card that the money was transferred to, XXXX XXXX XXXX XXXX XXXX. Also, during the call with the scammer the reception was bad and we lost connection, he called me back immediately but it was from a different number ( I think his actual phone number XXXX ) this call only lasted XXXX second, when he realized he called me from that number he immediately hung up and called me back from the spook NFCU number again. I've tried calling this XXXX number but it just rings off the hook. I didn't realize this happened until after the scam was complete and I went back through my phone records. After calling XXXXXXXX XXXX I called the FDIC who directed me to XXXX because the FDIC does not deal with credit unions. The XXXX XXXX directed me to CFPB due to NFCU being over XXXX XXXX. I spoke with XXXX at the CFPB who advised me to call my attorney generals office, file a police report with my local sheriffs office and contact the FTC and ic3. I filed a complaint with the FTC and ic3, I have filed a police report and now I am submitted this complaint. Once I file here I will be submitting my security appeal with NFCU. I spoke to XXXX at my attorney generals office who also advised the same steps as XXXX advised. I am UNHAPPY with my bank, NFCU, for not advising me to take all of these steps initially and instead just denying my claim. I have called them several times over the last month to ask about the status and see if they needed any additional information and I was always told NO, please wait. I am hoping that I will be able to attach documents to this complaint for further evidence.

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