Consumer complaint received 2025-01-18 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:
**Incident Summary : Failure of Navy Federal Credit Union XXXX NFCU ) to Protect Me as a Consumer in a Fraud Case** On XXXX XXXX, XXXX, I contacted Navy Federal Credit Union to report suspected fraud/scam activity on my account. I explained that I had been scammed out of ** $ XXXX by a fictitious company, XXXX which falsely claimed I had a warrant out for my arrest due to unpaid debt. Despite this, I was informed by NFCU that there was nothing they could do at that time. 

Around XXXX XXXX, XXXX, I called NFCU again to formally report the fraud/scam and was told that someone would contact me if any documents were required to support my claim. However, on XXXX XXXX, XXXX, I was notified that NFCU had found no fraud on my account, even though I was never contacted to provide the necessary documentation to support my claim. 

On the same day ( XXXX XXXX, XXXX ), I filed an appeal and uploaded all evidence proving that the claim was valid and that I had indeed been scammed. The evidence included correspondence and proof that the company in question was fake. Following this, I contacted NFCU multiple times to request updates on my claim, only to be told that they could not see the documents I had uploaded, despite those documents being listed in the message center. 

On XXXX XXXX, XXXX, I called NFCU again and re-uploaded my documents. During this call, NFCU informed me that I might receive a temporary credit while the second investigation was conducted. A temporary credit was issued but then reversed, leaving my account in a negative balance. Additionally, NFCU withdrew ** $ XXXX from my savings account without my consent. 

When I questioned the reversal, I was told that the credit issued on XXXX XXXX, XXXX, was related to the first investigation, even though that investigation had already been denied on XXXX XXXX, XXXX clear discrepancy in their process and timeline. 

A second appeal was reportedly opened between XXXX XXXX, XXXX, yet I received no communication from NFCU about XXXX status of this appeal. On XXXX XXXX, XXXX, I contacted NFCU again XXXX to the lack of updates. On XXXX XXXX, XXXX, NFCU informed me that they found no fraud, despite the substantial evidence I provided proving that the company ( XXXX XXXX is fraudulent. 

This entire process has demonstrated gross negligence on the part of NFCU. They failed to : XXXX. Properly investigate the fraudulent activity I reported. 
XXXX. Communicate with me or request documentation in a timely manner. 
XXXX. Accurately handle the timeline of temporary credits and denials. 
XXXX. Protect me as a consumer by recognizing and addressing a scam involving a fictitious company. 

In total, NFCU owes me ** $ XXXX ( {$2200.00} for the fraudulent transaction and {$470.00} taken from my savings ). I have attached all relevant evidence, including legitimate correspondence from the REAL company, **XXXX  XXXX XXXX which confirms that the debt claimed by XXXX was fabricated and fraudulent. 

I expect NFCU to take responsibility for this matter and restore the full amount owed to me.

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