Consumer complaint received 2026-01-12 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: SC

Complaint narrative:
I just called navy federal about a case file that was unauthorized and fraudulent. Someone somehow got my carding information and spent XXXX transactions for XXXX dollars and XXXX. I was told by XXXX representative on XX/XX/XXXX that i would be reassured my money in XXXX days /improvisional credit. I recalled today XX/XX/XXXX for an update and a lady told me my claim was denied and claimed as an authorized purchase and that i myself initiated it which i indeed did nottt. Check the surveillance from XXXX or wherever atm they claim it was at because it was not me. I then had that representative transfer me to the navy federal fraud department where the next lady i talked to explained to me that my claim is still on going and being investigated and was not denied and I also have XXXX footage proof of her saying that on camera i can use for a lawsuit or case file. My gut feeling told me to call back again just to quadruple check which is crazy and unseccarry to me because XXXX should have gotten it right the first time. I called back and was told by a representative which was another lady that my case was still On going and not denieddd, i still trusted my gut feeling and had her transfer me to the fraud department for the representative I spoke with named XXXX told me that the case was denied. So on the XXXX im lied to and reassured my money will be improvisional credited back to my account because it was an unauthorized transaction under regulation E and fdic policy. Then I call on the XXXX of XXXX to be told the case was denied which i was very unhappy about because im in lost of {$1800.00}, I had the lady transfer me to fraud department for the next lady to day the previous representative was wrong and that the case was still on going. Trusted my gut called once again to the number of XXXX which is navy federals number, was told once again by the next representative that the case was still on going and not currently denied, for some reason i just wanted XXXX more fraud representative to tell me it was still on going and active and not denied just to feel secure or some type of safe inside my XXXX to be told by the next representation i spoke to named XXXX from the fraud department to twll me the claim was denied on the XXXX of XXXX when i just spoke to XXXX representatives before him that said its still active and on going but the one i called before those previous XXXX said it was also denied on the XXXX. So XXXX female representatives said on there computer screen it still says on going and active/not denied which i have video evidence. Then i talk to XXXX and the other lady previously before XXXX who told me the case was denied. I just want my money back i have bills to pay and people to take care of. This was an unauthorized transaction under, I never went to XXXX on the dates the transactions happened, and navy federal wrongfully denied me money back. I never lost my card i still have it, the man i spoke to the first time said i didnt need to report it lost or stolen because the hacker/scammer only had my carding information and not my actual pin number so he said its still safe to use and i will be improvisional credidithe money back in my account within XXXX days. I never gave anyone my pin number or card i literally dont know how this could happen.

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