Consumer complaint received 2026-05-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: SC

Complaint narrative:
Navy Federal Has essentially stolen money from me by making internal errors on an unauthorized charge dispute. A company, XXXX XXXX, performed an unauthorized charge on my card on XX/XX/XXXX. It was unauthorized because on XX/XX/XXXX I followed XXXX support instructions they provided to prevent any further charges. The instructions were to Turn Off Auto Pay and that would prevent any further charges. I did that and received confirmation email on XX/XX/XXXX. Once I received notification of the charge on XXXX, I immediately contacted support, that was AI chat driven and said there was nothing they could do. I then immediately contacted Navy Fed and was transferred to the dispute department. A rep took the information and while on the phone had me use the Navy Fed App messaging system to upload a document so she could ensure the claim was connected. I uploaded the email confirmation that XXXX XXXX had been turned off. On XX/XX/XXXX I received an email from Navy Fed that indicated that they had started my dispute and that they would reach out to me if and when they needed anything. On XX/XX/XXXX I received an email asking me to provide any supporting documentation to assist them BY XX/XX/XXXX. On XX/XX/XXXX I received another email that stated they had closed my dispute because I didnt provide them the documentation they requested. I called and pointed out that the last communication I had said to provide by XX/XX/XXXX, surely this was a mistake and the rep essentially said that they can end it whenever they want. I told them that they had clearly made a mistake and that I needed to speak to a manager and they refused. On XX/XX/XXXX they reversed the provisional credit and then on XX/XX/XXXX they withdrew {$1400.00} from my daughters checking account. My daughter needed that $ to pay her rent. I called again and spoke to a rep that walked through with me in detail and said Yes we made multiple mistakes, but its late and the department who handles that is gone. Today XX/XX/XXXX I spoke to a member of Navy Fed in person at the Branch in XXXX, SC. She called that department in my presence and below was the results of that call : XXXX ) The rep who filed the initial claim on XX/XX/XXXX filed it incorrectly as fraud instead of a dispute with a known vendor. So that was mistake # XXXX they made, out of my control. XXXX ) XXXX employee indicated on XX/XX/XXXX another member of the department over that inadvertently filed a second claim further complicating the dispute process. Mistake/Internal Error # XXXX XXXX ) The email on XX/XX/XXXX that prematurely ended my dispute, although on XX/XX/XXXX I was given a deadline of XX/XX/XXXX, was due to a rep in the department viewing the document I uploaded on XXXX during the initial filing call on XX/XX/XXXX. So they said that triggered confusion with the rep thinking I uploaded that on XX/XX/XXXX in response to the XX/XX/XXXX request. Mistake/Internal Error # XXXX. After spending over XXXX hours on the phone, on hold, being passed from rep to rep, different departments, it ended with Navy Fed telling me to Upload everything that I have and they would review. This is very simple and clear. First I followed the directions from XXXX XXXX to stop recurring payments and provided NF with that confirmation. XXXX XXXX still charged my debit card. They then said they had no way to refund. This was clearly an Unauthorized Charge. I then went to my Credit Union, Navy Fed and followed all their official email communications and directions to get my $ back. In the end Navy Fed made several mistakes and the only person who has suffered from those is myself and my daughter. They have said they made those mistakes, but that it is what it is, essentially holding/stealing my XXXX I feel like Im in the twilight zone, how can they send these communications and then not follow them. How am I the consumer supposed to be protected? I have all the emails and screenshots that clearly 100 % support all of above. Navy Fed needs to be held accountable. Thanks

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