Consumer complaint received 2026-04-10 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:
I am writing to file a formal complaint against my bank for its failure to protect me from unauthorized charges and its wrongful denial of my fraud dispute. I am also reporting ongoing unauthorized billing by XXXX XXXX XXXX, a merchant with whom I have no valid rental agreement. I respectfully request the CFPB 's intervention to ensure my bank upholds its obligations under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, and that the unauthorized charges against my account are fully reversed. Description of the Unauthorized Charges On XX/XX/year>, an unauthorized transaction was processed against my checking account by XXXXXXXX XXXX XXXX The charge posted to my account on XX/XX/year> in the amount of {$6400.00}. I did not authorize this transaction. I do not have a rental agreement with XXXX XXXX XXXX for {$6400.00}, and I did not rent a vehicle from XXXX that would justify a charge of this amount. My debit card was compromised and used by an unauthorized party without my knowledge or consent. Furthermore, it is my understanding that XXXX XXXX XXXX 's own rental policy requires that the card used for payment and the name on the rental agreement must match. I have no rental agreement with XXXX XXXX XXXX under my name for this amount. Sixt Car Rental is therefore also in violation of its own stated policies in processing this charge. Ongoing Unauthorized Billing As of the date of this letter, XXXXXXXX XXXX XXXX has attempted to charge an additional {$250.00} to my checking account again without my authorization and without any valid rental agreement. I am not currently renting a vehicle from XXXX XXXX XXXX and I have no active agreement with them. I am enclosing screenshots documenting this attempted charge as supporting evidence. These continued unauthorized billing attempts represent an ongoing and escalating harm to my finances. Financial Harm Caused As a direct result of the unauthorized {$6400.00} charge and my bank 's refusal to reverse it, my checking account is currently in a negative balance. This has caused me significant financial hardship and has impaired my ability to meet basic financial obligations. The bank 's inaction is compounding the harm caused by the original fraud. Dispute Filed and Wrongfully Denied I filed a formal dispute with my bank on XX/XX/year>. My bank denied my claim on XX/XX/year>. The bank has refused to honor my dispute, conduct a proper reinvestigation, or reverse the {$6400.00} charge. Under the Electronic Fund Transfer Act and Regulation E, my bank is legally required to investigate claims of unauthorized electronic fund transfers in good faith. The bank 's denial does not appear to reflect a thorough review of the facts, including the absence of any valid rental agreement between myself and XXXXXXXX XXXX XXXX

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