Consumer complaint received 2026-01-08 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I am filing a complaint against Navy Federal Credit Union for violations of Regulation E ( 12 CFR 1005 ), unfair and deceptive acts ( UDAAP ) under Dodd-Frank , and failure to properly resolve an electronic funds transfer dispute. 
Summary of Facts : I filed a dispute on a credit card transaction that involved a refund from a XXXX purchase. 
I have documented proof from the restaurant that the refund was issued back to my Navy Federal credit card, with the amount of including ARN and correspondence. 
Navy Federal denied my dispute of XXXX and told me to contact XXXX myself, which is improper. Under Regulation E, the financial institution is responsible for investigating EFT errors, not the consumer. 
I provided all requested documentation. XXXX has not responded to me or to Navy Federal.

Navy Federal denied my dispute and stated that I must obtain documentation directly from XXXX, even though I submitted merchant documentation showing a refund. 
I was told by a supervisor that when I appealed the denial, my case was allegedly reviewed and denied again within two minutes because it came from the merchant, not XXXX, which does not constitute a proper investigation. 
Navy Federal continues to claim in their secure Message Center that they sent emails to me regarding the dispute, but I have not received any such emails. The only communication I received was the initial denial.

Navy Federal has not provided any written explanation of the investigation, nor what documentation was reviewed, nor the basis for a denial.

Navy Federal failed to ( 1 ) complete a proper investigation, ( 2 ) issue provisional credit, and ( 3 ) provide clear written findings as required by law. 
When I questioned their refusal to credit my account and stated that I would escalate to CFPB, the representative became hostile and attempted to end the call without resolution. 
Another representative later confirmed that XXXX has not responded. Under card network rules, non-response from merchant should result in credit back to the consumer. 
Regulatory Violations : This situation contains multiple violations : Reg E Investigation Violation ( 12 CFR 1005.11 ) Navy Federal forced me to investigate with the merchant instead of performing their own investigation. 
Failure to Provide Provisional Credit ( 1005.11 ( d ) ) Navy Federal did not issue provisional credit within 10 business days while they continued to investigate. 
Failure to Provide Written Findings Navy Federal provided no written investigation results or explanation as required under Reg E. 
UDAAP Violations ( XXXX XXXX ) Refusal to investigate, misleading explanations, and rude/retaliatory behavior constitute unfair and deceptive practices. 
Retaliation/Obstruction When I stated I would escalate to CFPB, the representative attempted to terminate the call instead of addressing the dispute. 
Consumer Harm : I am being improperly charged for a transaction that was refunded.

Navy Federal is withholding funds I am entitled to.

Their failure to follow Reg E has caused financial hardship, stress, and unnecessary work on my part. 
Their refusal to issue provisional credit or proper chargeback leaves me without access to my own money.

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