Consumer complaint received 2024-11-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Company closed your account
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
On XX/XX/year> around XXXX i had a fraud incident occur, a man called me posing as Navy Federal and in the conversation i had with him he reassured me that he is with Navy Federal saying " look at the back of your bank card my number is the exact same one on your card. '' I unfortunately wasn't aware of what spooking was at that point and the number he had was " XXXX ( XXXX ) XXXX '' literally Navy Federals. But while talking to him he said there was someone who in my name has applied for 3 loans and they got accepted for 2 and the money was deposited in my account. During the call he changed my password to my Navy Federal bank app and told me I won't be able to check my bank account. From my knowledge and experience with Navy Federal they were the only ones that I was aware of who could change my account password like that, making me more prone to believing him. I was also getting messages to my phone telling me my password has been changed and a few others during the period of the call. From then he directed me to use XXXX XXXX to send the supposed money that was put in my account from the loans and send that to some bank card. I do not have the exact information about the card and didn't take screenshots of it because I was terrified of doing something wrong and not wanting to conduct some form of fraud. I do have the actual transaction of me sending the money through XXXX XXXX to some bank called " XXXX XXXX XXXX  '' that's the banks full name when you search " XXXX XXXX  '' on XXXX. After he had me add that bank card to my phone he had me send the money. I sent the money not wanting to be accused of fraud and trying to do the right thing I can't stress that enough. After I sent that money he acted professional saying things along the line of " thank you for being so helpful. '' trying to play it off. He also asked for a address to send a new card to because of the supposed " scam '' that just happened and which I gave him my friends address because that's where I get my stuff shipped to and i have never seen anything in the mail. After that he told me that he said I should see a email in about 30 mins to a hour to log back into my account on my Navy federal app. It was late at that point and I was stressed out so I ended up going to sleep waking up the next morning having to call Navy Federal to log into my account and about my situation the night prior finding out that I was indeed scammed and that individual spooked Navy Federals number posing as Navy Federal. I did have a fraud claim case with Navy Federal but they unfortunately denied my case and also just denied my appeal with them for my case a few days ago i went to Legal assistance at XXXX XXXX and I was told y'all should be able to help. I have asked some representatives at Navy Federal why it got denied and they are basically just saying its denied putting me at fault. I have provided them all the calls i have made with them and the scammer also the transaction details and even more details of my personal life as to why it may seem suspicious. I have sent money before to family and friends in the past to help with bills but nothing like that. Thank you for taking your time out of your day to read this I hope to hear from y'all soon the help will be very much appreciated.

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