Consumer complaint received 2026-05-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: MO

Complaint narrative:
I am filing this complaint because Navy Federal Credit Union mishandled my fraud claim under my business XXXX XXXX XXXX, repeatedly denied it without evidence, and refused to provide the documentation used to determine the transactions were mine. I operate a real estate business, and my Navy Federal business account is used only for receiving payments from two business platforms and paying utilities and business credit cards through autopay. My account activity is consistent and predictable. I discovered multiple fraudulent transactions from XXXX, XXXX, and XXXX XXXX XXXX. I do not have a XXXX account, and when I contacted XXXX directly, they confirmed that no account exists under my name or information. These transactions are completely outside my normal business activity and spending patterns. I reported the fraud immediately. Navy Federal emailed me stating my claim was being processed, but within minutes I received another email stating the claim was denied because the transactions were consistent with my account patterns. This is incorrect and not supported by any evidence. I requested all documentation used to determine the transactions were mine, including investigation notes, device information, IP logs, merchant data, and any analysis performed. Navy Federal has provided no documentation at all. Navy Federal also instructed me to contact XXXX myself to obtain proof that I do not have an account. XXXX declined, stating that the bank must contact them directly as part of the fraud investigation. XXXX confirmed that if Navy Federal had reached out, they would have verified that no account exists under my information. This shows that Navy Federal did not complete a basic step of the investigation and improperly shifted their responsibility onto me. I appealed the decision and was told the appeal was denied due to no new evidence, even though Navy Federal has not provided the evidence they used to deny my claim in the first place. During my initial call, I mistakenly reported a legitimate XXXX XXXX utility charge as fraud because I was used to seeing the name XXXX. I corrected this mistake before the call ended. Despite correcting it immediately, I believe this error was used against me and negatively impacted the investigation. At this point, Navy Federal has : Denied my claim within minutes Failed to provide any investigation documents Ignored my request for evidence Incorrectly stated the transactions matched my spending patterns Denied my appeal without proper review Failed to contact XXXX, even though XXXX confirmed they were waiting for the bank Shifted investigation duties onto me Failed to comply with Regulation E investigation requirements I am requesting CFPB assistance because I have not received a fair or complete investigation, and Navy Federal refuses to provide the documentation required under federal law

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