Consumer complaint received 2026-04-08 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
On XX/XX/year>, I was the victim of a sophisticated fraud scheme involving direct impersonation of Navy Federal Credit Union. I received a phone call that appeared to originate from Navy Federals official phone number, the same number listed on the back of my card. The caller accurately identified me, referenced a prior fraud case, and guided me through what appeared to be standard fraud prevention procedures, including canceling my card and updating my account credentials. During this interaction, a {$1500.00} credit appeared in my account, and I received legitimate emails from Navy Federal, further reinforcing the credibility of the situation. I was then instructed to transfer the funds via XXXX to what was described as a secure back-office account as part of the fraud mitigation process. Given the verified caller ID, the accurate account details, and the supporting activity on my account, I reasonably believed I was acting under the direction of Navy Federals fraud department and complied in good faith. Shortly thereafter, I realized I had been defrauded and immediately reported the incident to Navy Federal. At that time, I was led to believe that the matter would be resolved and was not informed that I could be held liable for the loss. Despite the clear indicators of third-party fraud and impersonation, Navy Federals subsequent investigation concluded with a denial of my claim and an implication that I was responsible for, or involved in, the transaction. I strongly dispute this determination. The level of sophistication used in this scam, including spoofing Navy Federals official phone number, leveraging legitimate communications, and demonstrating detailed knowledge of my account, would have reasonably misled any consumer. Furthermore, the integrity of Navy Federals investigation is called into question due to factual inaccuracies. During the appeal process, I discovered that Navy Federal had incorrectly identified my savings account as the account involved in the fraudulent activity, when in fact the transaction occurred on my checking account. When I brought this discrepancy to their attention, I did not receive a clear or satisfactory explanation. This raises serious concerns about the thoroughness and accuracy of the investigation used to deny my claim. I submitted a formal appeal outlining these issues ; however, Navy Federal denied the appeal without adequately addressing the evidence of impersonation, the procedural errors, or the deficiencies in their investigation. This situation represents a clear case of bank impersonation fraud and social engineering, not customer negligence or misconduct. Holding me financially responsible under these circumstances is both unreasonable and inconsistent with consumer protection standards. I am therefore requesting a full and independent review of this matter, including : -A reassessment of the fraud claim based on the documented evidence of impersonation and deception -A review of the investigative errors, including the misidentification of the affected account -A reversal of the claim denial and reimbursement of the {$1500.00} loss Given the facts, I believe Navy Federal has failed to properly investigate this claim and has inappropriately assigned liability. I respectfully request that this matter be corrected promptly.

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