Consumer complaint received 2026-04-10 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: MD

Complaint narrative:
Consumer Financial Protection Bureau Re : NFCU Fraud denial I am submitting this complaint regarding Navy Federal Credit Unions refusal to reimburse me for a fraudulent XXXX transfer from my checking account, despite my repeated attempts to resolve the issue through their internal dispute and appeals process. On XXXX XXXX, XXXX a fraudulent transfer in the amount of {$1500.00} was sent from my Navy Federal account without my authorization. It was completed by an XXXX that I have never owned. The fraudster had taken over my XXXX phone number XXXX and fraudulently acted as me transferring the money to XXXX XXXX. I was the victim of this scam and did not willingly authorize these funds to be transferred. At that exact time I was on my office phone with XXXX trying to get my cell phone operation again. As soon as I realized what was happening, I reported it directly to NFCU and opened a claim. I met with an NFCU representative XXXX XXXX XXXX first this on the morning of XX/XX/XXXX to report what had happened in person. I was informed that they had to let the transaction go through before they can reimburse. Navy Federal denied my initial claim immediately, stating the transaction was authorized. I then filed my appeal and provided additional information, including a police report documenting the fraud with the XXXX Police XXXX. in XXXX MD. After not hearing anything from Navy Federal and reaching out to them through the website I was finally informed on XXXX XXXX, XXXX after 8 months that my appeal was denied as well. Nobody ever contacted me to discuss the situation or ask me about anything. To this day I not received any formal letter stating why my initial claim was denied or why my appeal was denied. I have documentation that the XXXX transfer was made through an XXXX. Again, I have never owned an XXXX. Since the second denial, I had to change my phone number and purchase a new phone because I did not trust NFCU and how they handled anything. I believe this situation qualifies as an unauthorized electronic funds transfer under the ( EFTA ) Electronic Funds Transfer Act and Regulation E. Because this transfer occurred as a result of fraud and deception. I did not send money to this scammer and my phone was manipulated into this transaction under false pretense. Navy Federals investigation appears to have relied solely on the fact that the transfer was initiated from my account without properly considering that consumers can be victims of sophisticated scams. The evidence I provided directly to them was never even addressed. And again I never received any formal letter stating why I was denied. I have already taken the following steps. 1. Reported the fraud to Navy Federal within 3 hours of the actual fraud happening and my finding out about it. 2. Filed and completed NFCUs dispute process. 3. Submitted an appeal explain the exact timeline everything took place 4. Filed a report with the XXXX MD Police XXXX. documenting the fraudulent activity. Despite these efforts, Navy Federal has refused to reimburse the stolen funds. ( {$1500.00} ) I am requesting Navy Federal Credit Union conduct a full and fair investigation of this matter and reimburse the fraudulent XXXX transfer. I also request that the CFPB review whether Navy federal complied wit its obligations under the Electronic Funds Transfer Act and Regulation E when handling this claim. This fraudulent transaction has caused significant financial harm and I am asking for assistance to ensure that the credit union properly review this case and provides appropriate reimbursement. Thank you for your attention this matter. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX

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