Consumer complaint received 2026-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
I am filing a complaint because XXXX XXXX denied my fraud claim even though I was the victim of a scam involving a spoofed XXXX XXXX phone number. I did NOT authorize the transaction. XXXX XXXX stated I authorized it but provided no proof. I reported the fraud immediately, but XXXX XXXX did not issue provisional credit as required under XXXX XXXX My business account with XXXX XXXX received provisional credit, yet my personal account did not, and no explanation was provided for the inconsistent treatment. I am requesting a re-investigation, written proof of how they determined the transaction was authorized, and reimbursement of the unauthorized charges. I have evidence including call logs, messages, and a full timeline. On XX/XX/XXXX, I received a call that appeared to come from XXXX XXXX official phone number. The caller stated there was fraudulent activity on my account and claimed to be a XXXX XXXX representative. Because the caller ID matched XXXX XXXX, I believed the call was legitimate, although I still felt hesitant. I even screen-recorded the message because something felt off, but the caller repeatedly reassured me that I could call back at any time. To make the call appear authentic, the caller provided me with my full XXXX XXXX account number and my full Social Security number before asking me to verify anything. This made the call seem unquestionably legitimate and removed any doubt that I might have been speaking to a scammer. During the call, they asked me to confirm personal information, and by the end of the conversation, it even appeared that {$1800.00} had been deposited back into my personal account, which further convinced me the interaction was legitimate. The caller told me they would follow up on Tuesday, XX/XX/XXXX to update me on the situation. When I did not receive the follow-up call, I dialed back using the same number they originally used. A completely different person answered and told me they had no knowledge of my case. At that point, I became extremely uncomfortable continuing by phone. I went to a XXXX XXXX branch in person and explained everything, including showing the representative the exact phone number that contacted me. I was told that my phone had been spoofed and that XXXX XXXX had no call logs showing any contact with me. They informed me that my accounts would need to be closed. They also asked whether I had changed my password or moved money from my credit card, which I had not. Shortly after this, I received an email stating that I authorized the fraudulent activity, which is completely false. Despite providing proofincluding the fact that the scammer had my full account number and full Social Security number and used a spoofed XXXX XXXX phone numberI have received no further explanation. I have been a XXXX XXXX member for approximately XXXX years, and this experience has been extremely concerning and disappointing.

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