Consumer complaint received 2025-04-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
CFPB Complaint Summary Navy Federal Credit Union ( NFCU ) Unauthorized Disputes Account Deletion Denial of Access Suspected Retaliation Phone Call : XX/XX/2025 | Time : XXXXXXXX XXXX XXXX XXXX | Supervisor : XXXX XXXX Reference XXXX XXXX XXXXXXXX I am filing this complaint against Navy Federal Credit Union ( NFCU ) for its ongoing refusal to provide information related to unauthorized credit disputes submitted to XXXX regarding my NFCU credit card. I did not initiate or authorize any disputes regarding this account. This card was in good standing and actively benefiting my credit profile. Yet it was ultimately removed from my XXXX credit report without my consent after multiple disputes I didn't not put in, and NFCU is deliberately withholding the details of how and why this happened. 

On XX/XX/2025, I contacted NFCU through their eMessage system ( Confirmation XXXX XXXX XXXXXXXX ), informing them that XXXX had submitted a dispute involving my NFCU credit card without my knowledge. I requested a written explanation detailing what, if anything, NFCU received from XXXX, including the content, timing, and resolution of the dispute. I received no meaningful response. On XX/XX/2025, NFCU responded with a non-substantive message acknowledging the delay but provided no information. I replied again on XX/XX/2025, restating my request and again asking for full details so I could document this for the State Attorney. That request was ignored. 

On XX/XX/2025, I called NFCU and spoke with a supervisor named XXXX between XXXX and XXXX XXXX. I reiterated my request for details about the XXXX dispute. XXXX confirmed that she personally spoke with someone in NFCUs dispute department, who verified that disputes had in fact been submitted and processed. However, XXXX refused to disclose who she spoke to, what was disputed, when the dispute was submitted, or how NFCU responded. Instead, she told me that the representative in the dispute department specifically said I am not allowed to have that information. She then told me to ask XXXX if I wanted to find out what my bank did which is unacceptable and absurd. 

Navy Federal is my bank. It holds my personal and financial data. I should not have to chase down XXXX a third-party CRA to find out what NFCU did with my information or how it handled unauthorized dispute against my NFCU account . This is a clear act of obstruction. When I asked why a good-standing credit card was removed from my credit file without my involvement, XXXX said XXXX If it was removed from XXXX, its supposed to be removed from the others. That response raises serious red flags of collusion or preemptive deletion, especially considering that this activity occurred after my previous CFPB filings against XXXX suggesting a pattern of retaliation and procedural abuse. The timing is suspicious and the denials are coordinated. 

I have asked multiple times for the most basic information including the date the disputes were submitted, what was being disputed, and how NFCU responded and Ive been denied at every step. Ive been told I have no right to that information unless I take them to court ( subpoenaed ). That is false and unlawful. 

Navy Federal Credit Union has violated the following federal statutes : 15 U.S.C. 1681g ( a ) ( 1 ) ( B ) I am legally entitled to all information in my credit file and communications that contributed to reporting or account changes. NFCU has refused to disclose internal activity and the identities of employees who accessed or altered my data.

15 U.S.C. 1681s-2 ( b ) NFCU had a duty to investigate and report accurate results when notified of a dispute. I am entitled to know those results. I was denied all of it.

15 U.S.C. 1681s-2 ( a ) ( 1 ) ( A ) A furnisher must not report information it knows is false or based on unauthorized disputes. Deleting a positive, accurate tradeline under these conditions is a clear violation.

15 U.S.C. 1681e ( b ) NFCU failed to maintain reasonable procedures to ensure the maximum possible accuracy of my credit data, especially when handling a dispute I did not initiate.

FACTA ( Fair and Accurate Credit Transactions Act ) I was denied access to information about how my personal and financial data was processed, altered, and acted upon.

GLBA ( Gramm-Leach-Bliley Act ), 16 CFR Part 313 NFCU failed to provide transparency about who accessed my nonpublic personal financial information and made decisions affecting my credit standing.

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