Consumer complaint received 2026-04-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: PA

Complaint narrative:
I am filing this complaint against Navy Federal Credit Union regarding their mishandling of disputed transactions and failure to comply with federal consumer protection laws, specifically the Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693 et seq., and Regulation E ( 12 C.F.R. Part 1005 ). I identified multiple transactions from the merchant XXXX XXXX that were improperly processed on my account. Each transaction, in the amount of {$800.00}, appeared both as a posted transaction and simultaneously as a pending transaction. This resulted in duplicate debits, effectively reducing my account balance twice for each individual transaction. Upon noticing this issue, I contacted the merchant directly and provided supporting documentation, including screenshots of my account reflecting the duplicate charges. The merchant acknowledged the error but asserted that the issue originated from the banking side, not their processing system. I retained and submitted this correspondence to Navy Federal as supporting evidence. Following this, I contacted Navy Federal Credit Union and was advised that the appropriate course of action was to dispute the posted transactions, as the pending duplicate holds were not resolving. I proceeded to file disputes accordingly. However, all disputes were immediately closed without any meaningful investigation. When I followed up via chat to obtain a written explanation, I was informed that the disputes were denied because no error was found. I was instructed to file an appeal for a second review and was further advised that : No provisional credit would be issued during the appeal process There is no defined timeline for resolution The investigation would take a significant amount of time This conduct is deeply concerning and appears to be a deliberate attempt to circumvent obligations under the EFTA. Under federal law, financial institutions are required to : Conduct a reasonable and timely investigation of disputes Provide provisional credit within 10 business days if the investigation is not complete Provide written explanation of findings and notice of rights Navy Federal failed to meet these requirements by : Closing disputes immediately without a reasonable investigation Refusing to provide provisional credit Failing to provide written denial notices or explanations Restricting my access to account records, claim details, and supporting documentation Refusing to provide claim numbers or transaction-specific information via phone or mail Additionally, I am unable to provide exact dates or claim numbers in this complaint because Navy Federal has blocked my access to this information and has refused to disclose it upon request. This lack of transparency further demonstrates a pattern of misconduct and bad faith handling of my account. Due to Navy Federal Credit Unions repeated failure to comply with federal law and their pattern of mishandling disputes, I assert that they are liable for the full amount of the disputed transactions. I am requesting immediate reimbursement of all improperly debited funds. I also request a full audit of my account, disclosure of all related records, and corrective action to ensure compliance with federal consumer protection laws moving forward.

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