Consumer complaint received 2025-12-14 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:
I am filing this complaint regarding XXXX XXXX XXXX XXXX systemic failure to comply with the Fair Credit Billing Act ( 15 U.S.C. 1666 ) in its handling of multiple credit card billing disputes involving transactions within the last 120 days. 

These disputes arose during a period in which multiple widely reported data breaches affecting financial institutions, telecommunications providers, and online service platforms materially increased the risk of unauthorized account activity. This context required heightened scrutiny and careful investigation, not summary denial. 

I timely disputed multiple charges after determining that the underlying services associated with these transactions were not properly delivered, usable, or accessible. These transactions involved third-party payment processors and custodial wallet services, which require fact-specific, human review, particularly where data security concerns and account compromise risk exist. 

Instead of conducting individualized, good-faith investigations as required by federal law, XXXX XXXX XXXX XXXX boilerplate, conclusory determinations, including statements such as you accepted the amount charged and not enough documentation, without identifying what evidence was reviewed, what documentation was required, or how disputes involving custodial or intermediary services were evaluated. 

At least XXXX dispute was closed as XXXX by XXXX despite no intent to withdraw and without any substantive investigation. Other disputes were declined in rapid succession using identical language, demonstrating a pattern of procedural denial rather than a reasonable investigation, contrary to 15 U.S.C. 1666 ( a ) ( 3 ). 

Due to the seriousness of these matters, and in light of the elevated risk environment created by recent data breaches, I took the additional step of filing a police report. XXXX XXXX never requested a copy of this report, never advised that it was required, and never incorporated it into any dispute review prior to declining the claims. The disputes were denied first and only afterward treated as final, effectively preventing the submission of additional documentation. 

This sequence reflects a pre-determined dispute outcome rather than a lawful investigative process and is inconsistent with the Fair Credit Billing Acts requirement that a creditor conduct a reasonable investigation before concluding that no billing error occurred. 

Further, XXXX XXXX handling of these disputes created a chilling effect that discouraged and inhibited me from submitting the remaining disputes within the applicable XXXX billing error window. After repeated premature closures, lack of guidance, and reliance on automated responses, I reasonably believed further submissions would be futile. This conduct interfered with my ability to fully exercise federally protected dispute rights. 

I am attaching a transaction summary reflecting the affected charges to demonstrate the scope of disputes impacted by XXXX XXXX dispute-handling practices. 

Given the known data breach environment, the complexity of third-party payment XXXX, and the existence of a police report, I expressly request that this matter receive a manual, substantive investigation by qualified personnel. XXXX verification systems, including e-OSCAR-style processing, are inadequate in these circumstances and do not satisfy the statutory standard of a reasonable investigation. 

XXXX XXXX actions appear to constitute procedural non-compliance, not mere disagreement over outcomes, and raise serious concerns regarding whether consumers are being deterred from exercising rights guaranteed under federal law

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