Consumer complaint received 2025-04-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
Navy Federal Credit Union has chosen not to honor my fraud disputes on my XXXX  credit card with them ending in XXXX. I have been going through this back and forth dispute process with them for over a year now and they refuse to help me and have sabotaged my credit score and finances as a result. I got this card in XXXX XXXX  and between XXXX and XXXXXXXX XXXX XXXX I had over XXXX dollars in international fraud with them from companies I have never heard of or am associated with whatsoever. I have not made purchases for goods or services or anything else with these places. The charges on my statements appear to be from places such as XXXX, XXXX, XXXX, and other countries. I filed 2 different disputes totaling over XXXX dollars in fraud. Both of my disputes have been denied, and I have appealed the denials multiple times through various channels with Navy Federal with no success. I have been asked to contact their call center, online messaging dept, and branch. Each time I try to get this resolved with someone at Navy Federal, they tell me they can't help me and ask me to speak to someone else who tells me they can't help me. It is beyond frustrating. I have also repeatedly asked Navy Federal for documentation that supports their decision to deny my disputes/appeals, to which they inform me they can not provide me with anything and that their decision is based off an algorithm of data that supports their conclusion of saying I am responsible for the charges. That is an unacceptable response and outcome. As a consumer in this position, I need to have something involving the investigation of these charges and since I didn't do the charges, I know there isn't any documentation to support their decision. Navy Federal has decided to not honor their zero liability credit card policy as well as XXXX 's policy as well for this. This is also unacceptable. I have had fraud issues with this card as soon as I got it and Navy Federal has asked me how I think these fraud charges could have occurred in separate instances since then, and I do not know. I have told them it is possible that I could have had malware on my CPU or mobile phone where my financial information has been entered. Maybe it could have been mail fraud. I do not know how. They do not care. Another troubling issue is I had a record of my correspondence with them on the Navy Federal online banking messages portal that they have since decided to go in and delete the correspondence. Since this was how I was told to dispute the charges and file appeals or ask questions, it isn't right for them to go in there in delete the information as if it never occurred. It's like they are covering their tracks in this situation. I asked for them to put it back and give me our records of communication on the fraud disputes, but they have ignored my requests for this ... which I feel is kind of incriminating on their part. and an attempt to sabotage my ability to file a lawsuit and complaints against them. My next steps are to file a lawsuit regardless against them for this. I have also filed a police report.

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