Consumer complaint received 2025-04-30 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: OH

Complaint narrative:
On XX/XX/XXXX there began being unauthorized transactions on my account from the merchant XXXX XXXX. The initial transaction were all credits from this merchant putting unauthorized money into my account. A couple days later this same merchant XXXX XXXX began doing debits and taking money out of my account. The total unauthorized transactions were XXXX credits and XXXX debits totaling XXXX unauthorized transactions in all. On XX/XX/XXXX around XXXX I received a fraud alert text for a transaction for {$360.00}. I was sleep and did not see this message until the next morning. Upon seeing this immediately checked my account and saw I was missing money and immediately called to report this. I explained to the representative that there were multiple transactions, both credits and debits on my account from XXXX XXXX and that they were all fraudulent as I have never had a XXXX XXXX or dealt with this merchant, nor had I given my card information to anyone or gave anyone authorization to use my card, which never left my possession. The representative explained to me that there was no mechanism to claim fraud for credits but that they could file a claim for the debits that had posted and make a note on my account that the credits were fraudulent also. They explained that I would have to wait until the rest of the transactions posted before I could make a claim on them and I would have to watch my account and call back everyday transactions posted to make a claim on the remaining transactions. The first representative filed a claim for XXXX transactions totaling {$1500.00}. The next day XXXX more transactions posted and I called in to make a claim for those transactions totaling around {$920.00}. Then the following day. XXXX, the last XXXX transactions posted and I again called to do a claim on them totaling {$1200.00}. Somehow prior to me being able to dispute all the transactions my claims were being denied before I was even able to finish filing claims on all the transactions. Today when I called to see why all my claims were being denied, she explained to me that the previous representatives had messed up my claims by filing some of them as fraud and some as disputes, which I have no idea the difference, however resulting in multiple claim numbers that possibly went to multiple different investigators that did not communicate with each other to know the other investigators had the other claims. She also explained that I was informed incorrectly that I did not have to call back daily to dispute charges as they posted and it should have been a note left that all XXXX XXXX transactions both credit and debit were fraudulent and should be included in the claim. She told me that most likely the credits did not get considered since they couldnt be disputed and resulted in a denial because it would have looked like there were transactions from this merchant that I did not dispute, which is not true. Navy federal has no mechanism to dispute credits which makes no sense when they turn around and use the credits they wont allow me to dispute as a reason to deny my claim. This is a very deceptive practice and not fair. Now I have to escalate my claim which they say has no time frame, so I could have to wait forever if they want to make. Im XXXX XXXX XXXX, I dont have forever to wait. I shouldnt have to wait an undisclosed amount of time to receive a refund from fraud on my account because they take into consideration fraudulent activity on my account that they wont allow me to dispute. Then use this activity to say there are other transactions I didnt dispute .. its like setting a trap for me, now I have to escalate my claim to which they say has no time frame is insane.

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