Consumer complaint received 2023-12-27 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: TX

Complaint narrative:
To whom this may concern, I would like to express my feelings regarding a recent experience I had while disputing a fraudulent transaction on my account. I value the services provided by Navy Federal Credit Union. I have had a horrible interactions with your team so far. I'm a new member to Navy Federal Credit Union. However, my recent encounter left me feeling unsettled. My XXXX Account was compromised, due to being scammed. My Son is in XXXX  School he ordered books because he's taking XXXX XXXX courses, he's learning how to speak  XXXX language. A school friend of his is of the XXXX culture the young man referred my son to a seller who sold the XXXX XXXX  books, ''So we thought ''. 
To make it easier for him to learn their language. XXXX language is very hard to learn. He thought ordering the books from the actual country would be a great experience not to mention his school friend is from XXXX mainland. The Seller scammed us and sent a XXXX non- working XXXX Tracking Number that never worked. The Scammer compromised my XXXX account and was able to remote into my personal computer. I'm so XXXX that I had to go through all this XXXX. I work hard for my money!! When I reported the fraudulent transaction, I anticipated a straightforward resolution process. Unfortunately, the level of interrogation and XXXX Discrimination I experienced was horrendous XXXX of the male supervisor referred to me as '' '' you people '' ''? What does you people mean? I experienced horrible XXXX  during the investigation was both unexpected and very uncomfortable this horrible experience has left me riddle with XXXX  and triggered my XXXX. I understand the need for thorough investigations to protect both the institution and its members, but the tone and approach used in my case felt invasive. As a new and loyal member of Navy Federal Credit Union I believe in the values of transparency and cooperation. While I recognize the importance of security measures, I would appreciate a more empathetic and supportive approach during such sensitive situations and Stop the XXXX  profiling.I believe it is crucial for the member to feel heard and understood regardless of the XXXX  of their skin especially when navigating the distressing experience of dealing with fraud. I kindly request that Navy Federal Credit Union revisits its dispute resolution process and considers incorporating a more member-friendly approach. This could include clearer communication, a more streamlined process, and additional support for members of all cultures regardless of the XXXX  of your skin during investigations. I value my relationship with the Navy Federal Credit Union and trust that my concerns will be taken into consideration. I believe that by enhancing my dispute resolution experience, Navy Federal Credit Union can continue to provide the excellent service that has made me a dedicated member. Thank you for your attention to this matter. I look forward to a positive and constructive resolution. Regards. 


Please refund me my monies {$230.00} that was stolen from me. Navy Federal Credit Union needs a Diversity Team streamline. Being racially discriminated against left me riddle with XXXX  and trigger my XXXX. Because I felt like Navy Federal was working with the scammers against the member. I provided every documentation that Navy Federal credit union asked me to provide for this fraud case, invoices, my messages to the seller via XXXX, A letter from the computer Guy expressing to Navy Federal credit union how my XXXX account had become Compromised. I also provided the fake XXXX tracking number. I've done all I can. But to be racially discriminated against in any situation is horrible to say the least. Unethical and very unprofessional.

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