Consumer complaint received 2025-05-13 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: VA

Complaint narrative:
I received a call from Navy Federal Credit Union ( NFCU ) on XX/XX/year>. The incoming call on my phone was from the NFCU phone number I have saved in my contacts. I was unaware that I was speaking to a fraudster during the call. After the imposter was successful in stealing {$4200.00}, he hung up and I called NFCU back at the same number. The NFCU agent said that their phone number had been spoofed ( a term that I had never heard of ). NFCU said the caller was fraudulent. I believed I was speaking to NFCU for XXXX reasons : XXXX ) The call came from NFCU, and XXXX ) The imposter had hacked my checking account and froze it so I could not use the NFCU app to verify the fraudulent charge they used to bait me, and XXXX ) The caller read valid charges that I had made which further led me to believe that I was speaking to an NFCU employee. The imposter was successful in stealing {$4200.00} by transferring money from my checking account to a card he linked in XXXX XXXX. The fraudster unlinked my Navy Federal Card from XXXX XXXX and linked their own card. After an hour on the call, they hung up on me and I contacted NFCU immediately. NFCU provided a provisional credit back to my account for the full {$4200.00}. A few weeks later, I was notified by mail that the provisional credit would be taken out of my account because the claim was denied. I asked for a reason why my fraud claim was denied and for documentation to explain the denial decision. Through their e-message system NFCU sent me an explanation how fraudsters can access your account and how to avoid fraud in the future. They never provided me with documents or reasons why my claim was denied. I promptly filed an appeal, which included a police report number and the deputy badge number from the XXXX XXXX XXXX XXXX. In my appeal I explained that the XXXX XXXXXXXX XXXX confirmed that this was criminal activity and that I was a XXXX of fraud. Navy Federal Credit Union wrote me back that I should file a police report which indicates that my appeal had not been read. I received a computer generated, generic reply to my appeal. I sent an e-message explaining that my appeal was not read or responded to by a person and that I had already filed a police report as they suggested in their response. When weeks went by with no response to my appeal, I used the e-message system ( as per NFCU guidance ) to request the status of my appeal. NFCU responded saying " We have several fraud cases, and my individual appeal could not be expedited ; I would have to wait. On XX/XX/year> I called NFCU and asked again for the status of my appeal. An agent said the appeal was denied and I would be getting a letter notifying me of that. I asked why I wasnt told via e-message or mail. I was told that I would be getting a letter. Per my request, the agent transferred me to a supervisor, who said the case was still pending, no decision made. I informed the supervisor that the previous agent said the opposite of what she was saying. The supervisor investigated, returned to our call and confirmed that I she was incorrect about the appeal still being in pending status. She said that I would be getting a letter. I asked again for the reason for my denial and the documents used to determine denial. The supervisor said, I am not able to give you that information for security reasons. If you want that information, you can request it through the authorities by subpoena. Feel free to file another appeal and upload any new evidence. I explained that I didnt have any other evidence beyond what I had already given NFCU XXXX I asked what other evidence they needed, and they said, That would be up to you as far as what new evidence. Several days after I called and spoke to the NFCU supervisor, I did receive a letter ( on XX/XX/year> ). Throughout this process, NFCU repeatedly acknowledged that several of their NFCU members had been XXXX of the NFCU phone number spoofing fraud, yet they never put out an email or letter correspondence to alert members that it was going on. They failed to protect my checking account. The NFCU imposter hacked my account prior to the call and froze my banking app checking account. They failed to respond to my requests or read my appeal and responded unprofessionally and with misinformation at times. NFCU has my spending profile and can see that I DO NOT use XXXX party apps such as XXXX XXXX to move large sums of money and they also know that I do not have any lines of credit ( XXXX credit cards as indicated on my credit report ). They know that I did not do this, yet they refuse to cover the fraud. As a result of the fraud and criminal having access to all my NFCU accounts and information, I changed all my account numbers, placed fraud alerts through the credit bureaus, re-established direct deposits, and auto drafts. The resolution is to fully refund me the {$4200.00} dollars as this has caused financial hardship. I am on a single income with XXXX children and paying college tuition. I trusted NFCU with my first and only mortgage last year. I have banked with them for over XXXX years and this is how they have treated a loyal member with good credit and XXXX financial issues. They failed to protect my account, notify me or respond to my requests.

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