Consumer complaint received 2026-02-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: NAVY FEDERAL CREDIT UNION
State: NJ

Complaint narrative:
I am submitting this complaint regarding Navy Federal Credit Unions handling of an unauthorized credit card transaction dispute and its failure to conduct a reasonable investigation as required under the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z. 

Between XX/XX/2025 to XX/XX/2025, my Navy Federal XXXX XXXX credit card was charged approximately {$8700.00} for repeated transactions by a merchant known as XXXX / XXXX. I did not authorize these charges, did not knowingly use this merchant, and did not receive or retain any goods or services associated with the transactions. 

I timely notified Navy Federal of the unauthorized activity and submitted a fraud dispute. Navy Federal initially acknowledged an error and issued provisional credit. The case was later marked Resolved in Navy Federals Case Status Center. Despite this, Navy Federal subsequently reversed the provisional credit and determined that no error occurred, reinstating the full balance to my account. 

After the denial, I formally requested copies of all merchant-provided documentation and evidence relied upon by Navy Federal in reaching its determination, including any authorization records, transaction logs, authentication data, or other materials provided by the merchant. Navy Federal refused to provide this information, stating that its investigation relied on electronic systems and internal processes and that it could not disclose the evidence used to deny my claim.

In its written response, Navy Federal stated that its information contradicts my claim of unauthorized activity and referenced access provided by XXXX to review transaction data, despite the fact that the account at issue is an XXXX XXXX credit card. Navy Federal did not explain this discrepancy or identify what specific evidence demonstrated authorization. 

The merchants own communications to me failed to provide any proof that I authorized the transactions. The merchant did not produce IP address data, device or browser identifiers, authentication records, or any evidence tying the transactions to me personally. Navy Federal nevertheless relied on undisclosed information to deny my claim while refusing to provide me a meaningful opportunity to review or rebut that evidence.

Navy Federals actions constitute a failure to conduct a reasonable investigation under the Fair Credit Billing Act and Regulation Z. A denial based on undisclosed evidence, coupled with refusal to provide the basis for the determination, deprives the consumer of due process and violates federal billing-error resolution requirements. 

I am requesting that the CFPB review Navy Federal Credit Unions handling of this dispute, including : The reversal of provisional credit after initially acknowledging error The denial of the fraud claim without disclosure of supporting evidence The reliance on unexplained and contradictory payment-network information The failure to provide merchant documentation or a meaningful explanation of the investigation I respectfully request regulatory review and corrective action to ensure compliance with federal consumer protection laws and proper resolution of this unauthorized transaction dispute.

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