Consumer complaint received 2026-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
XXXX XXXX XXXX NFCU called to let me know of possible fraudulent airline charges to my XXXX XXXX XXXX credit card. I called them and filed a claim through them for reimbursement. I was told that I could only be held responsible for XXXX of the fees. The card was canceled, and they issued a new card to me. The bank contacted the airlines and received some reimbursement to the credit card.XXXX XXXX XXXX: I called NFCU Fraud department to let them know that there were still charges showing up on my credit card that had not been resolved. I spoke to two different people assured me that I was not responsible for the charges because the fraud had been documented. They also told me that the system hadn\'t caught up yet and that\'s why my card was still showing a balance due and told me to wait a week for the system to catch up.XXXX XXXX XXXX: I called NFCU again because my credit card still showed an outstanding balance for charge that had not been reimbursed by the airlines. I spoke to two people, the second of whom assured me that my balance owed was XXXX and that I was not responsible for the charges. He asked if I had contacted the airlines and I told him that I had not, that NFCU had contacted the airlines and thus received some reimbursements. He told me to wait a week because it takes the system time to catch up and that I should not have a balance. I also received an email stating that my case had "been resolved." It did not indicate that I owed any money or that my claim had been deniedXXXX XXXX XXXX: I started receiving past due payment notices on this credit card account. I called and was subsequently transferred to three different people. The third of whom told me that I needed to pay the amount due or my credit would suffer due to outstanding payments. I explained the whole sordid story, yet again. At which time, the gentleman named XXXX told me that my claim had been denied because the airlines had made partial repayments to the bank. I disputed the fact that I should be charged and also complained that NFCU had not informed me that my claim was denied and that I would be responsible for paying the outstanding amount of XXXX. When I protested in paying the amount due, he said I could filed another claim to dispute that fact that I owed anything. I opened a claim dispute with NFCU. XXXX XXXX XXXX: I received a letter from NFCU stating that the claim in question was now for XXXX. They applied a provisional credit, which is temporary, for the charges that remain on my account. They have stated that this is the only communication that I will receive on this claim. And that I would be notified whether the credit is permanent or will be removed, leaving me to pay the remainder of the debt. The charges were all made under my previous XXXX card ending in XXXX They have been transferred to my new card XXXX XXXX XXXX XXXX, which I never activated because I didn\'t want to confuse the issue any further.'

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