Consumer complaint received 2024-07-15 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: AMERICA FIRST FEDERAL CREDIT UNION
State: UT

Complaint narrative:
On XX/XX/year>, I received a call from someone who claimed to be a XXXX employee. They told me I was getting hacked into my XXXX account by someone who was buying multiple devices using my information. They said they would help me get through it if I stayed on the line. It seemed legitimate and I didn't question them because they knew that I was on a family XXXX plan with other family members. They asked me if they could send an authorization code to verify it wasme. I stayed on the line because I was concerned that someone could be stealing my information. They put me on hold to check if other accounts werebeing hacked into and when they came back on the line they said there were othercharges on multiple accounts and they were going to shut the account down but needed me to authorize with another code. I stayed on the line because I was concerned that someone could be stealing my information. I didn't realize it was a phishingscamuntilI logged intomy America First CreditUnion account and saw they had wired two charges of {$2500.00} from a XXXX account I hadn't used in years. Also, {$460.00} was charged to my Line of Credit. I immediately hung up the phone, blocked them, and called America First, my bank. I was bawling, trying to tell them I got scammed and they told me they were going to close the account down until I went into a branch to change my PIN and password. They also said they put in a dispute stating my account was charged twice through XXXX for {$2500.00} and the fraud department would contact me. I waited a week later on XX/XX/XXXX to call and ask if they had started an investigation. They told me the fraud department would contact me when they're ready. I waited for another week and called back on XX/XX/XXXX, and they told me again that I could call back as many times as I wanted but the fraud department would investigate and give me a call. I waited almost another week and decided to go into the branch on XX/XX/XXXX to find out what was happening with my case. Thebank could see a dispute had been filed and said that someone should've been on top of that by now. They filed a new dispute with the fraud departmentafter nearly a month of not doing anything. Two days later, on XX/XX/XXXX, XXXX from the fraud department called me withsome questions about the fraudulent charges. She accused me of lying and told me the charges didn't match up to the original dispute. I was confused because I had toldthe person I talked to at the branch that someone had stolen my information and charged me {$2500.00} twice through XXXX. She said the dispute was saying I knowingly gave out my personal information.There was a mix-up with what was filed on the second dispute and XXXX kept cutting me off every time I tried to explain to her what had happened. She told me she would continue looking into it and would give me a call back later that day to get it figured out as soon as possible. It was almost the end of the day and I decided to give her a call, she continued saying that the information I was giving her didn't match up to the dispute and she couldn't guarantee that I'd get my money back. She asked me if I had ever signed into my bank account on a computer and I said no. Shetold me the fraudster signed in on a XXXX XXXX and the phone number theycalled with wasin my area. The scammer had called me on a number that had started with XXXX. She told me again that she'd keep investigating and would get back to me next week because it was the weekend. On XX/XX/XXXX XXXX called back, almost a week later. I had missed her call and she left a voicemail saying to call back, and that she had the answer for their decision.I called back within a few minutes, and another representative told me XXXX had gone on break but she sent a letter to the address on file with their decision. They told me it would take 2-3 business days to send. I waited through the weekend and called on XX/XX/XXXX, they told me I needed to wait 3-5 business days. I waited two weeks and decided to go into the branch on XX/XX/XXXX to ask about the letter and they said it must've got lost in the shipping. But they finally toldme they found no basis to support my claims and would not make any changes or corrections to my account and I'd have to take it up with law enforcement.Theyprovided no evidence on how they came to that conclusion. I worked hard fortwo years to save up for school and that was all my savings. America First did notprovide me with a speedyinvestigation and they were not being transparent or cooperative. I had to call them repeatedly and drive to the branch just to find out that they refused to take any responsibility for my funds that were lost.

Company response to consumer: Closed with explanation