Consumer complaint received 2025-05-05 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: MD

Complaint narrative:
On XX/XX/year>, I was a victim of fraud. Scammers used my debit card information at a XXXX ATM to withdraw {$730.00} in total from my checking account. I had the actual debit card in my possession during this offense. I did not authorize these charges and reported them immediately to Navy Federal on the same day that they occurred as soon as I noticed them. I filed XXXX in total fraud claims with Navy Federal for this amount that was theft, all three claims were denied. No one at Navy Federal was ever willing to explain to me why or supply me with evidence used for their denial of my claim. This was very disappointing, However, over dozens of calls later I was told by a Navy Federal representative that my claim was denied because I responded, " yes '' to a fraud claim text from their fraud department which was not true. Therefore, I resubmitted a new fraud claim showing the text message that I received from Navy Federal 's fraud department around XXXX while I was asleep in which I had replied " No '' to as soon as I saw it around XXXX when I had awakened. I then received a message error. Despite me submitting this information my fraud claim was denied again. This time I was told by a Navy Federal representative that my claim was denied because I spoke to the scammers when they called me impersonating Navy Federal Bank as one of their representatives, and because I shared my username with the impersonator. The day I was contacted by the scammer I had used my Navy Federal debit card at three locations and returned home. Shortly after I received a text message followed up by a phone call from whom I believed was Navy Federal bank. When I reported this to Navy Federal I shared with them screenshots from my phone of the fraudulent text messages, telephone number the scammer called from and times of the calls that I received from the scammer. Also, Navy Federal had no information on their home page, account main page or emails sent out to me as a consumer warning me of what type of things to be aware of from scammers. I had never been scammed like this before to think suspiciously of the text or call as the impersonator followed the same format that Navy Federal has used in contacting me in past situations. Nevertheless, if I shared my username with an impersonator or an actual representative, family member or a friend. I did not give anyone permission to go to a cardless ATM in XXXX XXXX Nevada on the other side of the country from where I reside at XXXX and withdraw all of my money out of my account and overdraw the account using duplicate amounts with XXXX failed attempts before successfully doing so. Finally, Navy Federal is breaking Federal Laws by holding me accountable for this amount that I was scammed out of and reporting me to a collection agency for this. As I am protected under The Electronic Fund Transfer Act for this exact XXXX. I would like to receive justice under this XXXX XXXX and not be held liable for being scammed right after using my debit card which is a clear indication that somehow Navy Federal allow my personal information to be compromised.

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