Consumer complaint received 2026-04-13 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
b'Dear Consumer Financial Protection Bureau,\n\nI am submitting a formal complaint regarding Navy Federal Credit Union (NFCU) and its handling of a fraud claim involving a XXXX transaction and subsequent denial of reimbursement.\n\nSummary of Incident\nOn or about XXXX XXXX XXXX, I received a text message appearing to be from Navy Federal Credit Union stating that my account had been accessed and that funds were being transferred via XXXX. The message indicated the transaction had been stopped and that further action was required.\n\nI was then contacted by an individual identifying himself as a fraud specialist with NFCU. He stated he was on the phone with a XXXX representative XXXX XXXX He instructed me to perform what was described as a diagnostic or test transfer in order to identify and stop fraudulent activity. I was explicitly told:\n\n\tThe transfer was not real, but a simulation\n\tThis step was necessary to stop unauthorized activity\n\tMy account was protected by $XXXX in insurance\n\tA reference number XXXX) was provided to establish legitimacy\n\nRelying on these representations, I followed the instructions provided.\n\nDiscovery of Fraud\nShortly thereafter, I became suspicious and contacted Navy Federal Credit Union directly. I was informed that:\n\n\tThe communication was fraudulent\n\tThe transfer was real and had already been processed\n\nWhile still on the phone with the scammer, I contacted NFCU on another line. The NFCU representative advised me to merge the calls so they could intervene; however, the scammer disconnected before this could occur.\n\nTransaction Details\n\tAmount: $XXXXn\XXXX Payment ID: XXXXn\tConfirmation Number: XXXXn\nClaim and Denial\nI filed a fraud claim with NFCU:\n\tCase Number: XXXX\tDenial Date: XXXX XXXX XXXXn\tReason Given: We determined you authorized and/or participated in the activity.\nAdditionally, I filed a report with the Federal Trade Commission the day after the incident, XXXXn\tReport Number: XXXXBasis of Dispute\nI dispute NFCUs determination.\nAlthough I initiated the transfer, it was done under false pretenses created by a sophisticated impersonation scam. I did not knowingly authorize a legitimate transfer of funds. My actions were the direct result of:\n\tMisrepresentation\n\tImpersonation of a financial institution\n\tDeceptive instructions presented as fraud prevention\n\nThis was not a voluntary transaction, but one induced by fraud.\n\nRequested Resolution\nI respectfully request that NFCU:\n1.\tReopen and reinvestigate my claim\n2.\tReclassify the transaction as fraud resulting from impersonation\n3.\tReimburse the full amount of $XXXXn4.\tProvide a detailed written explanation of their findings and applicable policies\n\nConclusion\nI respectfully request that the Consumer Financial Protection Bureau review this matter and assist in ensuring a fair and thorough resolution.\n\n\nSincerely,XXXX XXXX XXXX XXXX XXXX XXXX

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