Consumer complaint received 2025-04-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: NAVY FEDERAL CREDIT UNION
State: IL

Complaint narrative:
Heres a more formal and structured version of your complaint for submission to the CFPB : Subject : Formal Complaint Against Navy Federal Credit Union for Unfair Treatment and Harmful Actions To Whom It May Concern, I am submitting a formal complaint regarding the handling of my account by Navy Federal Credit Union, which I believe has resulted in severe mistreatment and potential harm to my well-being. My name is XXXX XXXX, and I have been a loyal member of Navy Federal for over 25 years. My husband, XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, has served in the XXXX XXXX for nearly 30 years. I am writing to request immediate corrective action, as well as a thorough investigation into the practices and policies of Navy Federal Credit Union that have led to this situation. 

Background of the Situation : On XX/XX/year>, I was contacted by Navy Federal about unauthorized/unrecognized transactions on my debit account. During this call, I cooperated fully, answering questions from a representative named XXXX at approximately XXXX XXXX  At no point during this call did I report fraud, and the word fraud was never mentioned by me. I answered all questions honestly, believing Navy Federal was simply fulfilling its responsibility to protect my account and personal information.

Navy Federal investigated the transactions and reversed the charges, confirming that I was not at fault for the unauthorized transactions. However, I was not informed at any point that my cooperation would result in punitive measures. My debit card was abruptly canceled, without prior warning, cutting off my sole access to funds provided by my husband, who is currently XXXX. This has placed me in an untenable and harmful position. 

Impact of Navy Federals Actions : The cancellation of my debit card has had severe consequences on my ability to meet essential needs. I rely on this card to purchase necessary household supplies and, most critically, to receive life-saving medication that is shipped to me weekly due to a serious illness. This is not a mere inconvenience it is a matter of my health and survival.

Navy Federals actions have placed me in a precarious situation, endangering my well-being and medical care. This is a direct violation of the trust I placed in Navy Federal, a financial institution I have supported for over XXXX decades. 

Additional Concerns : When I contacted Navy Federal on XX/XX/year>, to address this issue, I was informed by a Supervisor named XXXX about a vague and undefined policy called Determined or Underlined Acceptance of Risk. I was never informed of this policy during the investigation or the charge reversal process, nor is it publicly disclosed in any of Navy Federals documentation. When I inquired about the policy, XXXX confirmed that customers were not aware of it. This policy is now being cited as the basis for restricting my financial freedom, despite my being a victim of unauthorized transactions in the first place. 

Demands for Immediate Action : Given the severe consequences I have faced, I demand the following actions be taken immediately : 1. Immediate Reissue of Debit Card : I request a new debit card be issued and overnighted to me within 24 hours to restore my access to essential funds and life-saving medication.

2. Detailed Explanation of the Determined or Underlined Acceptance of Risk Policy : I request a full written explanation of this policy and an explanation as to why it was applied to my account without prior notice.

3. Confirmation of Reversed Charges and No Further Action : I require confirmation that all unauthorized charges have been fully reversed and that no further negative actions will be taken against my account. 
4. Formal Acknowledgment of Harm : I expect a formal written acknowledgment of the physical, emotional, and financial harm caused by Navy Federals actions, along with an apology for the distress caused.

Conclusion : Navy Federal Credit Unions actions in this matter are not only negligent, but also dangerous. As a military spouse, I trusted Navy Federal to support me during a time of need yet I have been victimized twice : once by the unauthorized transactions, and again by Navy Federals punitive actions. The treatment I have received is shameful and unacceptable. 

I request that you take immediate action to resolve this matter. I expect written confirmation of the reissued card and a full response to this complaint within 48 hours. I can be reached at XXXX or via email at XXXX. 

Thank you for your attention to this serious matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX Federal Member for 23 Years

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