Consumer complaint received 2025-07-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: NAVY FEDERAL CREDIT UNION

Complaint narrative:
CFPB Complaint Description Type of product : Credit card Issue : Billing dispute Company : Navy Federal Credit Union Account ending in : 9142 Complaint Description : I am filing this complaint regarding multiple unauthorized rental car charges on my NFCU XXXX XXXX card ending in XXXX. 

On XX/XX/year>, I spoke with a Navy Federal representative for approximately XXXX minutes and reported several invalid charges from XXXX, XXXX ( parent company of XXXX  ), and XXXX. I was informed that the resolution process could take several months. 

In XXXX, I followed up via the secure message portal and was again assured that the case was being reviewed. 

I later received an interim message indicating that {$30.00} had been credited to my card and the case would be closed. I replied that the rental car charges in their entirety were not valid, as I had not rented the car, and that I expected full credit for all unauthorized charges. I was again told that the resolution could take several months. 

However, both of those messages along with my entire messaging history have since disappeared from the portal, however I still have my e-mail receipts of those messages. I have not received any meaningful communication or resolution since, despite XXXX follow-ups on the phone when I was calling for other business. 

I also followed up again XXXX week ago in writing on the portal where I found to my complete astonishment that all prior communications had vanished. Again I have my email portions of my messages to NFCU. I refiled my complaint on the portal and have still not received any response from NFCU. 

I rented only XXXX car, a XXXX XXXX from XXXX, on XX/XX/year>, for {$160.00}. That charge is valid. All other charges related to XXXX, XXXX, and XXXX are unauthorized and were already reported twice to NFCU. 

XXXX told me they were unable to process my card even though they had tried many times and ultimately agreed to cancel my booking. This was confirmed over the phone by a supervisor, but the local agent at XXXX XXXX refused to provide anything in writing. The promised email confirmation never arrived, and follow-up emails were ignored. 

Despite multiple good-faith efforts via phone and NFCUs secure message system, the case remains unresolved, and unauthorized charges continue to appear and have been paid by me as due. 

I am requesting that the CFPB prompt Navy Federal Credit Union to investigate and reverse these charges and respond to my complaint officially. 



Disputed Charges : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NFCU ) Resolution I am seeking : Immediate reversal of the above unauthorized charges A formal response from NFCU regarding this long-outstanding case A correction of missing communication in the secure message center

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