Consumer complaint received 2025-04-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
On Friday XX/XX/year> I had a phone call that I did not answer & then another phone call right after that from the same number & it identified as Navy Federal Credit Union ( NFCU ) Remote & the caller identified herself as a NFCU Fraud agent. She claimed someone was accessed my account outside my living area & were attempting fraudulent transactions. During the phone call I googled the phone number and it was a legitimate number for NFCU. I mistakenly provided personal information to the agent and there were XXXX fraudulent cash advances completed & then all of the money was transferred to an XXXX cash account. I eventually hung up on the call & immediately called NFCU at the same phone number & connected with an actual agent who told me it was a scammer. During this call the scammer tried to call me again. The real NFCU agent immediately closed my accounts, ordered new credit cards & a debit card for me & opened a new checking account. He said an investigation would be initiated. He sent me an email with the information about freezing my accounts & about being an identity theft victim. Later that night I contacted XXXX of the XXXX major credit reporting bureaus to freeze my credit. On XX/XX/year> I contacted the XXXX XXXX XXXX. I did not have any other personal contact with an NFCU employee until XX/XX/year> when my claim was denied. On XX/XX/year> NFCU did credit my account the total of the fraudulent charges but also stated that these funds could be reversed if the fraud claim was denied. Also during this time the fraud watch became a fraud claim when NFCU substantiated the money being taken. My father contacted XXXX XXXX because it was the final step in the money being taken and he was told the NFCU or the local police would have to contact XXXX XXXX directly in order to get any pertinent information from them. To my knowledge, NFCU did not contact them. 
On XX/XX/year> I called NFCU & spoke to an agent to learn about starting an appeal since my fraud claim had been denied. I was told I could appeal it. I requested information form NFCU as to how they decided to deny my claim and I was told I could not have it. They asked me for an email address so they could send me information as to how to start an appeal. I never received that email. 
On XX/XX/year> I went in person to a NFCU branch to discuss my appeal since I had not received the email. The NFCU website said I could go to a branch to file an appeal. At the branch, I was told NFCU had initiated an appeal without my knowledge or consent and that it had been denied. As with the initial filing of the fraud claim, I had not been given the opportunity nor asked by NFCU to introduce any evidence ( documentation ) to support my claim or appeal. The agent told me I could request a second appeal directly on the NFCU app. 
I have filed a police report with the XXXX XXXX NC XXXX Police Department and I have filed a complaint with the FTC. 
The pictures I have uploaded to this complaint show my phone log from XX/XX/year> where the calls came from the scammer and when I called NFCU, also my bank transaction records including the money going to an Apple Cash account, a record of the FTC complaint being filed.

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