Consumer complaint received 2026-01-21 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: OK

Complaint narrative:
COMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Credit card ISSUE Problem with a purchase shown on your statement Subject : Formal Rebuttal and Request for Reconsideration Unauthorized Transaction Claim ( {$19000.00} ) Dear Navy Federal Credit Union Fraud Prevention Team , I am writing to formally dispute and rebut the final determination issued regarding my unauthorized credit card transaction claim in the amount of {$19000.00}, which you concluded as unsupported. 
I respectfully disagree with this determination and request an immediate reconsideration of my claim based on the documented facts and evidence already submitted. 
Summary of Key Facts The disputed transaction occurred on XX/XX/XXXX, while I was physically outside the United States, traveling in the XXXX XXXX. 
My credit card remained in my possession at all times during this period. 
I did not authorize, participate in, or benefit from the transaction in question. 
I have never shared my card, PIN, or account credentials with any individual. 
A police report was filed with the XXXX XXXXXXXX Police Department, confirming the fraudulent nature of this charge. 
Official travel documentation ( flight records and immigration stamps ) clearly establishes that I could not have conducted this transaction in person. 
Concerns With the Investigation Outcome Your response does not clearly explain : What specific evidence was relied upon to determine that this transaction was authorized, How the investigation reconciled my verified international travel with the location and nature of the transaction, Whether merchant-level data ( IP address, device fingerprinting, card-present vs. card-not-present indicators, EMV verification, or merchant authentication records ) were reviewed and analyzed. 
Absent such clarification, the conclusion that this was a valid debt remains unsupported by the available evidence. 
Request for Immediate Action I am formally requesting the following : 1. A detailed written explanation of the investigative findings, including the specific basis for denying my claim.

2. Reconsideration of the fraud determination, taking into account the police report immediately I came back to XXXX XXXXXXXX from XXXX in XXXX and proof of international travel ticket leaving out of XXXX XXXX of XXXX, XXXX and back to XXXX XXXX of XXXX, XXXX. I was in XXXX over XXXX XXXX to stay with my children because of urgent family issue. 
3. Correction or suppression of adverse credit reporting related to this disputed transaction while the matter remains unresolved.

4. Confirmation of whether this dispute has been reviewed for compliance with the Fair Credit Billing Act ( FCBA ) and Regulation Z. 
I have acted in good faith, reported this matter promptly, cooperated fully with your investigation, and provided substantial supporting documentation. The financial and reputational harm resulting from this unresolved fraudulent charge has been significant. 
If this matter can not be resolved internally, I will have no choice but to pursue further remedies, including escalation through regulatory and legal channels. However, I remain hopeful that Navy Federal will take appropriate corrective action upon reconsideration. 
Please acknowledge receipt of this rebuttal and advise on the next steps within 15 business days. 
Sincerely, XXXX XXXX Account Holder Phone number : XXXX : XXXX, and XXXX : XXXX. 
Email Address : XXXX XXXX

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