Consumer complaint received 2026-04-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
On XX/XX/year>2026 I received a phone call from Navy Federal Credit Union ( NFCU ) and the number showed and credit union number up on my caller ID. I picked up and the representative began to tell me that a had some recent usage on my debit card in XXXX and calling since I just had a recent claim. Since I just had a suspicious activity ( a website I placed an order wasnt real I cancelled my debit card and get a new one ) I thought the call was legitimate. Because how would someone other than a NFCU employee know that I had my card recently closed and reopen. So after discussing the the situation and account verification so they could continue to discuss the issue with me they said that looked like my card was trying to be used in XXXX and needed to closed the new debit card and request a new one. So this was about a 10 minute conversation at no given point was I aware that they were in my NFCU account. During the call I was sent a text message where I had to read back a code and the text message did say this : NFCU Assist : Security code. We'd never call and ask for it. If you didn't initiate this action, call XXXX ; DO NOT SHARE code XXXX. However. I have been on the phone with a legitimate representative before and they have asked for the code so I also thought this was legitimate. So that message is misleading. So after several minutes the representative said that as an additional service they can verify that a link between cashapp wasnt compromised since they are partner with cashapp. They proceeded to send 2 test transactions and stated that these transactions would be bank funds and would need to be returned to the bank. At this point I had no idea that they were even in my NFCU and had moved funds around and transferred funds to cashapp. Then they hung up. I called the same number they called me from and talked to a representative at NFCU and confirm that they I had been scammed. They took over {$2700.00} which isnt alot of money to some but I am a single mom and that was money was to pay bills and mortgage which I am now behind on and now causing me to get behind on my bills because NFCU denied my claim within a couple of days. They said that during the conversation I had to have give them something like the last few numbers of my debit card to give them access to my account. Never once did NFCU reach out to me try to get additional information. Then did proceeded to tell me that they would never call me and would only reach out to me for account information via email. I had never heard of that. I have talked to a representative before over the phone how would I know that. I would like to open a request to have my money refunded to me because I dont feel this is 100 percent my fault and NFCU could have put some extra security and wording in there alert text saying if we dont reach out to you via first via email and you call us first then this is a scam do not give this code out. Please help me get my money back. I had not been with NFCU with a checking account ( I had a saving account ) that long to understand the procedures but I still think I deserve to be reimbursed.

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