Consumer complaint received 2025-03-10 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: VA

Complaint narrative:
Subject : Complaint Against Navy Federal Credit Union Unlawful Denial of Fraud Claims & Failure to Provide Required Documentation To Whom It May Concern at the Consumer Financial Protection Bureau ( CFPB ), I am filing a formal complaint against Navy Federal Credit Union ( NFCU ) regarding its refusal to refund unauthorized transactions that resulted from my card being compromised by a credit card skimmer. Despite my immediate action in reporting the fraud, providing a police report identifying the suspect, and requesting an explanation for the denial of my claims, Navy Federal has unjustly denied my disputes and failed to provide the legally required documentation explaining their decision. 
Fraudulent Transactions in Dispute : XX/XX/XXXX : Unauthorized transaction of {$1000.00} XX/XX/XXXX : Unauthorized transaction of {$530.00} Total Amount Stolen : {$1500.00} These transactions were fraudulently conducted using a cloned copy of my card and PIN, obtained through a card skimmer. I never shared my PIN or authorized these transactions, and my physical card remained in my possession at all times. 
Actions Taken to Resolve the Issue : 1. Disputed Transactions Immediately : I reported both fraudulent transactions and filed official disputes on XX/XX/XXXX, and XX/XX/XXXX. 
2. Filed a Police Report : I filed a police report identifying the suspect responsible for the fraudulent transactions. 
3. Submitted Evidence to Navy Federal : I sent the police report and all supporting documentation to Navy Federal. 
4. Requested Written Explanation for Denial : On XX/XX/XXXX, I formally requested a written explanation as to why my disputes were denied ( Confirmation # XXXX ). 
5. Received an Inadequate Response from Navy Federal : On XX/XX/XXXX, Navy Federal failed to provide the requested documentation explaining the denial and instead sent a generic response with instructions on how to access my account statements, which do not provide any reasoning for their decision. 
Violations by Navy Federal Credit Union : 1. Failure to Reimburse Unauthorized Transactions Violation of Regulation E ( Electronic Fund Transfer Act, 12 CFR 1005.11 ) : o I reported the fraudulent transactions immediately, well within the 60-day window required under Regulation E. 
o The law limits my liability to {$50.00} ( or at most {$500.00} ) if timely reported. 
o Navy Federal is unlawfully holding me responsible for {$1500.00} in fraud, which is a direct violation of the Electronic Fund Transfer Act ( EFTA ). 
2. Failure to Provide a Written Explanation for Denying My Fraud Claims Violation of Regulation E : o 12 CFR 1005.11 ( d ) states that financial institutions must provide a written explanation of the reason for denying a dispute. 
o When I requested this explanation on XX/XX/XXXX, Navy Federal failed to comply and instead sent me irrelevant instructions on how to view my account statements. 
o This refusal violates federal law and deprives me of the opportunity to understand and challenge their decision. 
3. Breach of Navy Federals " Zero Liability '' Policy : o Navy Federal advertises a Zero Liability policy that protects members from unauthorized transactions. 
o Despite clear evidence of fraud, they refuse to honor this policy in my case. 
o This is deceptive and misleading to consumers. 
Additional Financial Damages Incurred Due to Navy Federals Actions : Overdraft Fees & Penalties : Due to these fraudulent transactions, my account was overdrawn, and Navy Federal has charged me overdraft fees. I request a full refund of all overdraft fees and any associated penalties. 
Loss of Interest : If my account would have accrued interest had the funds not been wrongfully removed, I request reimbursement for that lost interest. 
Good Faith Compensation : Given that Navy Federal unlawfully withheld my funds and I have had to spend considerable time resolving this matter, I request an additional compensation amount to account for the stress, inconvenience, and financial burden caused by this dispute. 
Impact of Navy Federals Unlawful Actions on Me : I have suffered a significant financial loss of {$1500.00}, which has caused financial hardship. 
I have spent hours attempting to resolve this issue, filing police reports, contacting Navy Federal, and requesting documentationonly to be ignored. 
Navy Federals refusal to comply with consumer protection laws has caused stress, frustration, and financial instability. 
Requested Resolution : I respectfully request the CFPBs assistance in ensuring that Navy Federal Credit Union complies with the law and resolves my dispute. Specifically, I ask that : 1. Navy Federal fully reimburse me for the unauthorized transactions totaling {$1500.00}. 
2. Navy Federal refund any overdraft fees or penalties resulting from the fraudulent transactions. 
3. Navy Federal compensate me for lost interest on my account ( if applicable ). 
4. Navy Federal provide a formal written explanation detailing why my disputes were denied, including all evidence they used to support their decision. 
5. The CFPB ensure that Navy Federal follows Regulation E moving forward and does not deny fraud claims without justification or refuse to provide documentation to customers. 
I have acted in good faith and followed every required step to dispute this fraud, yet Navy Federal has failed to uphold its legal obligations and left me financially responsible for criminal activity. 
I urge the CFPB to intervene and hold Navy Federal accountable for their unlawful handling of this matter. 
Thank you for your time and attention. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Navy Federal Account # : [ XXXX ] Date : XX/XX/XXXX XXXX XXXX XXXX

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