Consumer complaint received 2026-06-01 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: FL

Complaint narrative:
Good afternoon, My name is -- --- and I have been a NFCU member for about 10 years. I am reaching out due to an incredibly frustrating interaction I have faced while banking with Navy Federal. I am in hopes this email will reach the appropriate party to help me and if not, I am kindly requesting this reaches the CEO, CFO, or whichever highest governing person it is most appropriate for. Before I introduce this situation, I would like to express my frustration and sadness with how I have been treated throughout this process. I have been made to feel incompetent and crazy by any supervisors this has been escalated to with my debit card dispute. I have been religiously documenting and calling about this issue since XXXX, and have been made to feel like I didn't try hard enough. With a slogan such as, " Our Members Are Our Mission, '' I have felt the opposite. In XXXX while I was unemployed, I saw a charge text come across my phone for {$39.00} - I did not recognize the vendor and I didn't authorize the charge. Initially, I called the wrong department to dispute this. I called the Fraud Dept as I didn't recognize any part of this. After figuring out this issue was best suited for Debit Card Disputes department, I was redirected there in XXXX. Fraud was helpful in explaining the difference and showing me to upload any emails asking for my refund AND the XXXX thread that showed this vendor was habitually stealing from consumers under false pretenses. The vendor was " XXXX. '' In XXXX, I opened the two disputes as early XXXX showed a {$35.00} charge and later in XXXX it showed a {$39.00} charge. While on the phone with a NFCU rep to open these cases, she told me the vendor refunded me {$35.00} and we edited my request to disputing only the second charge. From XXXX to present, I have had 2 new debit cards sent for my protection. In XXXX, I reached out via eMessage to follow up on this dispute again. I had a rep on the phone while I did this to ensure I was doing everything correctly. I received a response on XX/XX/XXXX and responded same day. In XXXX, I reached out on eMessage again because I had not heard back in almost a month. I have been trying to remain diligent but also I know that my dispute is one of many things people have on their plate. I only asked for a follow up on XX/XX/XXXX. Last week, I receive an undated letter from NFCU that my " fraud '' claim was denied. I messaged and called today, confused yet again because I've been communicating and providing all the information I am privy to for a charge I didn't authorize and have no communication with, other than with NFCU. XXXX XX/XX/XXXX : I called and the rep I got said because I didn't dispute within 60 days, it was closed and they can't access funds. She agreed that didn't make sense since she can see in my messages I have been working on this. I politely asked to speak with a supervisor so I can clearly communicate this confusion. She also sent another eMessage to try and reopen the claim. This call took about an hour ( high call volumes ) and the rep 's dedication to trying to figure this out for me. I was transferred to a supervisor named XXXX. I believe she alloted me less than 10 minutes to speak with her. She said to disregard anything I had just been told by the rep/team assisting, and that this was closed. She could ( and I quote ), " do nothing further for you. '' I explained that's preposterous because of my situation - my card information was used without my consent, I disputed that same day ( XX/XX/XXXX ), I have been fighting for this for MONTHS. I asked to please let me speak with someone above her due to how I was being dismissed. There is no way I have been loyal for a decade and this is how I'm being treated over {$40.00}?! This is wrong and unethical. Supposedly per XXXX, she sent my case to an escalation case manager who has 1 to 2 business days to respond, either via eMessage OR a phone call but that it up to the person who feels like handling it. Please escalate this to the appropriate party so that my concerns are validated and handled. I know {$39.00} isn't much to most people but I was unemployed for two months and during that time, that money was stolen from me. It's also about the principal that I'm feeling bullied by my own bank! In addition, I have attached what screenshots I still have access to from XXXX to present. I have them numbered so they remain in order for clarity. I look forward to a response please, and I appreciate your time. Sincerely, -- -- -- -- ---

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