Consumer complaint received 2026-05-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I am filing this complaint regarding Navy Federal Credit Unions refusal to reimburse or adequately assist me after I became the victim of a sophisticated impersonation scam involving my account. On XX/XX/year>, while I was at work, I received a phone call from a number that appeared on my caller ID as Navy Federal Remote. Because the caller ID displayed Navy Federals name, I reasonably believed I was speaking with a legitimate representative from Navy Federal Credit Union. During the call, the individual informed me that fraudulent activity had allegedly been detected on my account, including : * An attempted wire transfer in the amount of {$1000.00} ; and * A XXXX charge in XXXXXXXX XXXX in the amount of approximately {$200.00}. The caller stated that my funds were at risk and instructed me to move all money from my checking and savings accounts into my XXXX XXXX account so the funds could be secured or swept for protection while Navy Federal investigated the fraud. The caller then instructed me to remove my legitimate Navy Federal debit card from XXXX XXXX and replace it with what they described as a new secure card allegedly connected to Navy Federal. They provided me with a debit card number, expiration date, CVV, and ZIP code and assured me the account was associated with Navy Federal and that my money would be returned once the process was completed. Because the caller used spoofed Navy Federal caller ID information, claimed to be part of Navy Federals fraud department, and referenced alleged fraudulent activity on my account, I believed the call was legitimate. While under pressure and working at the time, I followed the instructions without realizing I was being manipulated by scammers. As a result of this scam, a total of {$2100.00} was removed from my accounts on XX/XX/year>. When my funds were not returned, I became concerned and contacted Navy Federal Credit Union the following morning. At that time, I was informed that I had been the victim of a scam. Since discovering the fraud, I have taken immediate steps to investigate and document the incident. I contacted XXXX XXXX support and The XXXXXXXX XXXX, which appears to be associated with the account where the funds were transferred. I obtained transcripts, account information, and supporting documentation, all of which I have included with this complaint submission. Despite promptly reporting the fraud and providing evidence supporting my claim, Navy Federal has failed to provide meaningful assistance or reimbursement for the stolen funds totaling {$2100.00}. I believe Navy Federal failed to adequately protect my account and failed to properly investigate this incident involving caller ID spoofing and impersonation of their institution. I respectfully request that Navy Federal Credit Union : * Conduct a full and thorough investigation into the fraudulent transactions and spoofed communications; * Reimburse the stolen funds totaling {$2100.00} ; * Review whether proper fraud prevention and escalation procedures were followed ; and * Provide a detailed written explanation for any denial of reimbursement or recovery. I am requesting assistance from the Consumer Financial Protection Bureau in resolving this matter and ensuring that my complaint receives a fair and thorough review.

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