Consumer complaint received 2026-03-12 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I am involved in a coercion/imposter scam and identity theft. I had a loan taken out on XX/XX/XXXX for {$29000.00}, which I was not aware of. I explained to the bank that I didnt sign anything regarding this loan and I appealed it. I decided to also get the promissory note on XX/XX/XXXX since I cant access my account at all. When I asked the front desk person to assist with getting my promissory note, he was reading the notes and told me I had an account takeover, however I also found out the bank denied my first appeal leading me to appeal their denial. If someone else told me I had an account takeover and the department who denied the claim said that I did it, this doesnt make sense. I saw the loan was applied for on XX/XX/XXXX around XXXX and approved at XXXX. I saw that there is a user login later on at XXXX. During this time, my phone records show that I had a phone call at XXXX and the call lasted for more than an hour ; the number that I received was an XXXX, which is NFCUs number however apparently spoofed by the scammers. There was no way that I applied for this loan early in the morning neither did I login to sign this document that I was not aware of. Because NFCU denied the first appeal, they placed the $ XXXX loan into my checking account vs back to a loan, putting me at a negative balance. They also paid the first payment of this loan but according to this promissory note, beginning of payment is XX/XX/XXXX. I am unable to go into my account at all and theyve been paying off this loan with whatever money is left and if money comes into my account, which is why I had to switch banks to prevent further financial hardship during this time. I thought that while this gain is under investigation, I would not be responsible to pay it. With the other disputes, they want me to login to my account to show proof however I can not get into my account at all. Also, when I tried to get information on how $ XXXX was wired into my account during this elaborate scam NFCU told me they can not reveal that information. I also do not appreciate some employees ( in the bank and the fraud department ), have been gaslighting me during this scam, as well as being condescending stating things like I should have known or How could you not have.. The number was spoofed, my account was taken over, and the scammers told me they were NFCU Federal Investigators and were able to build trust by creating distrust with the bank employees so they can control the situation, as well as being able to tell me in details regarding the account. I have given proof of text messages showing identity theft and coercion from the scammers, police report number, FTC identity theft, but it appears to still be inadequate at this time. There hasnt been adequate support and blaming the victim, gaslighting the victim, especially for some authorized push payment fraud ( which was NOT voluntary or free will ) that also happened, is unacceptable. Also, I may have not been getting information from the bank because it is sent to my account that cant be accessed. This makes it difficult for me to protect myself or adequately and timely challenge disputes.

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