Consumer complaint received 2025-06-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: NAVY FEDERAL CREDIT UNION
State: AL

Complaint narrative:
Summary of Complaint : This is my third formal request to the Consumer Financial Protection Bureau ( CFPB ) regarding the ongoing misconduct and regulatory violations by Navy Federal Credit Union ( NFCU ) and XXXX. What began nearly three years ago has now escalated into months of unresolved issues with XXXX, which continues to ignore federal requirements to investigate and respond to consumer disputes under the Fair Credit Reporting Act ( FCRA ).

Despite my efforts, I have been stonewalled, misled, and denied basic consumer rights under federal law by both institutions.

Timeline and Background : Approximately three years ago, I instructed Navy Federal Credit Union to immediately block further transactions on one of my credit cards. 
Despite my explicit requests, NFCU refused to block the card and continued to allow charges. 
I paid those charges in good faith, but reiterated that I wanted the card shut down. 
Over the following months and years, I repeatedly requested transaction history and validation of the balance from NFCUnone was ever provided.

Frustrated by the lack of support and refusal to escalate my concerns to a manager, I told NFCU in writing that if they could not escalate the matter, I would consider it closed. 
NFCU did not contact me furtheruntil XXXX, when they reported this account as delinquent to the credit bureaus without any notice or substantiating documentation. 
XXXX Prolonged Mishandling ( Months of Inaction ) : I immediately disputed the tradeline with XXXX 
The dispute was closed without resolution or explanation. 
I reopened the dispute, but it was again closed without action. 
Since then, I have been locked out of filing any new disputes, and XXXX can not be reached by phone. 
I requested a call from a managerone manager eventually called while I was working, but never returned my follow-up call.

One XXXX  representative told me, on a recorded call, that XXXX  has no obligation to investigate and that the burden is on me to prove the inaccuracy. This is completely false and contrary to the FCRAs requirements. 
This conduct has now continued for several months, with no resolution and no legal justification. 

Legal Violations : Navy Federal Credit Union and XXXX have committed the following violations : Fair Credit Reporting Act ( FCRA ) 15 U.S.C. 1681s-2 ( a ) Furnishing inaccurate or incomplete information without verifying its accuracy 15 U.S.C. 1681i ( a ) Failure to conduct a reasonable reinvestigation of a consumer dispute ( XXXX  ) 15 U.S.C. 1681c2 Failure to block disputed or unauthorized information when requested 15 U.S.C. 1681s-2 ( b ) Failure to respond to disputes forwarded by a credit reporting agency ( NFCU ) Fair Debt Collection Practices Act ( FDCPA ) 15 U.S.C. 1692g ( b ) Failure to provide debt validation upon request ( NFCU ) CFPBs UDAAP Doctrine ( Unfair, Deceptive, or Abusive Acts or Practices ) Both institutions refusal to cooperate, failure to provide information, and obstruction of dispute processes are abusive and unfair under CFPBs UDAAP guidelines. 
Impact on My Credit and Financial Life : I have maintained a credit score near XXXX for most of my adult life. Due to this unjust reporting, my score has dropped significantly, impacting : My ability to secure favorable credit terms Loan approvals My insurance and housing qualifications My professional reputation and mental well-being What I Am Requesting from the CFPB : A formal investigation into Navy Federal Credit Unions failure to validate the debt and improper credit reporting. 
A formal investigation into XXXX failure to conduct a reinvestigation and their refusal to allow further disputes. 
A requirement for NFCU to provide a full, itemized transaction history and written validation of any claimed balance. 
A demand for XXXX to either : Provide evidence of a completed and lawful reinvestigation, or Immediately remove the negative account from my credit report. 
A direct response from a CFPB representative, including support in escalating this matter to enforcement if necessary. 
Final Statement : This process has become exhausting and damaging. It is unreasonable and unlawful for NFCU and XXXX to place the burden of proof on the consumer while ignoring my rights under federal law. I have attempted multiple times to resolve this directly, and I now require the intervention and support of the CFPB. 

I am prepared to provide supporting documentation, dispute letters, call logs, and audio recordings, including one in which an XXXX representative admits they will not investigate. 

Please escalate this matter immediately. 

I would attach the audio recording of my conversation with XXXX, but the CFPB site does not allow file uploads. In that call, an XXXX  representative told me that the burden is on me to prove my innocence, which I have done repeatedly by demonstrating that Navy Federal Credit Union ignored multiple requests for documentation. 

XXXX  has shown no interest in conducting a fair or thorough investigation. It appears they may be benefiting from this situation, as they consistently close my dispute cases at Navy Federals request, without properly reviewing or challenging the lack of evidence I have submitted. The most recent response from XXXX was simply a generic data dump with no meaningful transaction details or validationessentially a dismissal rather than a reinvestigation. 

Additionally, Navy Federal Credit Union reports this issue as having occurred starting in XXXX  even though these transactions actually took place years ago ; I have not used my NFCU credit card in years. This glaring discrepancy alone proves that Navy Federal does not know where or how these charges originated, which further calls into question the legitimacy of the reported balance.

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