Consumer complaint received 2026-05-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: NAVY FEDERAL CREDIT UNION
State: LA

Complaint narrative:
I am filing this complaint because Navy Federal Credit Union denied my fraud claim after I was targeted by someone impersonating Navy Federals Fraud Department. On XX/XX/year> at approximately XXXXXXXX XXXX, I received an incoming call from someone I believed was Navy Federals Fraud Department. The call lasted approximately 53 minutes. During that call, the impersonator convinced me that there was fraud/security activity involving my account and instructed me to move money as part of what I believed was Navy Federals fraud protection process. Because I believed I was speaking with Navy Federal, I was fraudulently induced into moving funds connected to my checking account and XXXX XXXX The disputed transaction was {$2100.00}. Navy Federals own fraud update identified the transaction as suspected fraud involving XXXX XXXX, posted on XX/XX/year>. XXXX XXXX records show a {$2100.00} withdrawal, including a {$41.00} instant transfer fee, with {$2000.00} transferred to a XXXX debit card ending in XXXX. The XXXX XXXX transaction number shown in my records is XXXX. Immediately after the impersonator call, I contacted the real Navy Federal number on XX/XX/year> at approximately XXXX XXXX That call lasted approximately 1 hour and 2 minutes. During that recorded call, the Navy Federal representative told me that the person I had been speaking with was not Navy Federal and that it was an impersonator/scam situation. Despite this, Navy Federal denied my claim and stated that I was an active participant in the reported fraudulent activity. I strongly dispute that wording. I was not an active participant in fraud. I was the victim of a Navy Federal impersonation scam. I did not knowingly assist a scammer, did not intend to send money to a scammer, did not receive goods or services, and received no benefit from the transaction. I submitted evidence to Navy Federal, including call history, XXXX XXXX transaction records, Navy Federals own suspected fraud notice, and screenshots showing the timeline. I also requested that Navy Federal review the recorded call where their representative acknowledged the impersonation scam. Navy Federal still denied the claim without clearly explaining how they concluded I was responsible despite the evidence and recorded call. I am requesting that Navy Federal reopen and fully review the fraud claim, review the recorded call from XX/XX/year> at approximately XXXXXXXX XXXX review my call history, review Navy Federals own suspected fraud notice, review the XXXX XXXX records, review account access logs/device/IP/session activity and internal representative notes, reverse the denied claim, remove the negative balance connected to this fraud, and not report the disputed balance to collections or credit bureaus while this complaint is pending.

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