Consumer complaint received 2026-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
On the evening of XX/XX/XXXX, I received a phone call from what appeared to be Navy Federal. After the phone call, I learned it wasn't Navy Federal and that it was a scammer. They called me to talk about my account, claiming it had been messed with, and they needed to confirm a few things with me to get it back on track. I immediately opened my Navy Federal app to check my balances, but I couldn't see my accounts. The scammer, however, was able to tell me the balances in my checking and savings accounts. This gamer use spoofed caller ID and used confidential bank data to deceive me. As I'm on the phone with the guy, he is asking me security questions and I'm asking him how do I know you're not a scammer and he directed me to the number on the back of my debit card and was like the numbers are the same and he made it known that it was Navy Federal caller ID which is also what I saw. So at this point, I see that Navy Federal called me and can tell me about my account balance. This scammer got me to send {$5000.00} ( XXXX {$2500.00} payments ) from my checking account via XXXX XXXX. This was when I got my taxes back, and I had just gotten paid. My entire paycheck was transferred into my savings account, which I've never done. I immediately called Navy Federal after that and had my account closed, then opened a new one. While on the phone with Navy Federal, I was transferred to so many different people, and I did end up speaking with people in the investigations department. Some of the representatives told me that this happens and I most likely will get my money back. On XX/XX/XXXX, Navy Federal sent me an email as an update, letting me know that the following transactions had been confirmed posted to my account, and a fraud claim was submitted. On XX/XX/XXXX, I got an update saying that my claim was denied and their decision was based on a review of my account activity that included, but was not limited to, transaction details, account history, and or differences between my claim and the activity in my account. Even after I closed my old account, the scammer kept trying to make several purchases after the fact. I was still able to see the notifications from those denied transactions. I then submitted a second review of the claim, and they denied it again. This time, when they denied my second claim, they sent me a letter by mail instead of informing me via email, as they did in the past. I didn't see the letter in the mail until I contacted Navy Federal again, and they told me they'd sent it. The same way they let me know ( email, messaging in app ) that my claim was denied, they should've done for the second claim denial. In my second claim, I had to answer multiple questions and provide a written, thorough explanation of what happened. I explained that my claim should be honored because I was a victim of impersonation. I did file a police report and added a fraud alert to my credit report. The scammer also gained access to my XXXX account and made purchases. However, XXXX refunded my money because I didn't authorize the transactions.

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