Consumer complaint received 2025-02-05 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: VA

Complaint narrative:
Hello, I was scammed on XXXX website by this impersonator XXXX on XX/XX/XXXX. This person posed as working for XXXX and asked for my card info in order for me to make a sale which misled me and was deceiving as this led me to giving up my card information. Once I clicked on the link, a screen became available asking for my card information to receive payment. Once I put in my card the chat bot said they will inform me of the next step to receive payment. I then received a text message at XXXX to enter a code for XXXX and then that is when {$320.00} was deducted from my Navy Federal checking account. I asked the chat bot asking why was money withdrawn from my acct and to send it back. The person responded it was a test and would send the money back. I told them it was fraud what they did and Navy Federal sent me a text message asking if I authorized the charge and I said no. I then spoke to Navy Federal and they blocked my card to prevent any more money being withdrawn and I went inside the branch to get a new card. On XXXX, Navy Federal ruled in favor of the scammer taking the money out of my acct and said they exhausted all of their attempts to get my {$320.00} back. Navy Federal advised me that the merchant said I paid for goods or services. I advised Navy Federal I do not know this person, they scammed me online posing to work for XXXX, I have no idea what type of goods or services they offer, never received any goods or services nor did I get a receipt for goods or services. Navy Federal did not properly investigate my claim. I provided Navy Federal all of the proof, I have messages between myself and the scammer. The scammer admitted they would send back my funds and it was a test, but on the other hand told their bank that I purchased goods and services from them. Navy Federal has the proof I send them confirming this was a scam. Navy Federal claims department swept my claim under the rug and turned a blind eye to me being scammed and never did properly investigate my complaint and rule in favor on my behalf of the claim I filed. Navy Federal took the funds out of my account on XXXX and sent me a letter saying they could not recoup the funds for me when again, they have proof of the conversation with me and the scammer. I even called Navy Federal on XX/XX/XXXX and the representative looked at the evidence I produced and was shocked that their claims department did not rule in my favor and provided me with possible solutions on how to resolved this as to reopen my claim. I send another message to Navy Federal on XX/XX/XXXX to reopen my claim and they did not. I even sent XXXX XXXX a copy of the report I filed reporting the scam on XX/XX/XXXX online to the XXXX XXXX XXXX XXXX mentioning all the details of how I got scammed online. Navy Federal overlooked all my evidence and ruled in favor of someone scamming me when I am their customer. I am highly dissatisfied with the level of support I received from Navy Federal on behalf of me to recoup my funds knowing I was scammed and allowed the scammer to get away with it.

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