Consumer complaint received 2023-12-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
Re : XXXX XXXX Fraudulent personal loan taken out online in my name The total loss from savings account is {$4400.00}. Navy Federal Credit Union is holding me accountable for a loan I never received. 

Funds from my checking account were also involved. 

This all started from a phone call I received on Sunday XX/XX/XXXX. The number was spoofed and showed up as a Navy Fed Cu number ( he has the call log that shows this ). The scammer acted as if they were from the fraud department at Navy Fed Cu. 
They had access to my bank information from the beginning of the phone call. They started naming off several transactions that I had made with my checking account within the last month or so. All of them I had made except one. Even though I told them I had made the transactions, at that time they were doing online disputes for each one of the transactions. They told me I needed to send them three {$500.00} payments via XXXX XXXX ( I have the list of transactions for this as well ). These {$500.00} payments were the provisional credits that were given after the scammers did the online transaction disputes. 
During the phone call they asked me to log into my online bank account. I was locked out of it and could not access it. They then told me they needed the answers to my security questions so they could reset my password for me. Unfortunately, I gave them this information. I was then able to log back into my account. I then saw that my {$1000.00} & the fraudulent {$3400.00} loan was removed from my account & transferred to another member account by the name of XXXX XXXX. 

I have been to Navy Fed CU 3 different times and filed 3 different fraud reports all 3 being denied by the fraud dept for one reason or another. The first reason was because I gave the security passwords. But I was under the impression this was the actual bank since they already had access to my bank & transaction information. They had rattled off a list of my transactions before I ever gave them the security passwords.

My first visit to the bank, I asked the bank associate who was XXXX XXXX. She stated that it was the scam account. She also stated that this is fairly common & happened to another bank associates bank account recently. 

The other 2 visits to the bank, I spoke w/the branch manager. They would not admit to this XXXX XXXX being a scam account. She would not give us any information since XXXX XXXX was not standing in front of her. She said my only recourse is to file the police report and have the detectives send a subpoena to get the information. 
On my 3rd visit to the bank, the branch manager said she cant understand why they keep denying my claims and that I might need to get an attorney. 

I understand that they could not recover the funds. But what I dont understand is how they are not able to tell if the XXXX XXXX XXXX a legitimate account holder or a fraud account that they allowed to be set up in their banking system. Since this supposed XXXX XXXX has an account set up in their system, they should be able to see when the funds were deposited into her account, how & when they were removed and if the account is in fact legitimate or scam. 

I understand that I voluntarily sent the three {$500.00} payments through XXXX XXXX, and this will be almost impossible for me to get back. Same with the loss of my own {$1000.00} from my savings account. What I dont want is to be held responsible for a {$3400.00} loan that I never received and can not afford to pay. 

Once you review this information, please tell me how to proceed forward. 

Thank you, we appreciate your effort in helping with this.

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