Consumer complaint received 2026-03-03 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:
On XX/XX/year>, 14 charges, 13 for {$19.00} and one for {$19.00}, were made against my Navy Federal XXXX XXXX XXXX card for a total of {$270.00} with XXXX. I disputed those charges the same day. Navy Federal issued a temporary credit while investigating the dispute and issued me a new credit card and I got rid of the one that was compromised. On XX/XX/year> they determined the charges were valid and reinstated the charges. I called to request an explanation but the fraud department representative gave none, said there was none, and that their determination was final. I contacted XXXX. They confirmed there were no charges in my account as I have never purchased anything online from XXXX. They offered to search for the transactions if I could provide the complete card details for the old credit card. I called Navy Federal but they would not provide me the details for my old credit card. On XX/XX/XXXX, I sent a secure message on the Navy Federal platform and they refused to provide me the number for the old credit card. I called back a couple more times and eventually I got an agent that would provide the number. XXXX was able to locate the transactions in another persons XX/XX/XXXXLive account. On XX/XX/year>, I sent a secure message to Navy Federal asking for any and all documents that show that these are valid transactions and any other documents related to your investigation of the charges as is my right under the Fair Credit Billing Act ( FCBA ) and the Fair Credit Reporting Act ( FCRA ). They told me my claim was closed. On XX/XX/XXXX, I sent another message restating my request stating that it was my understanding that they are required, by law, to provide this. The next day, the XXXX, I called Navy Federal to ask for documentation on the investigation and the fraud representative asked if I wanted to appeal their decision. I said that I did and provided to them an email from XXXX confirming that the charges were not made by my account and screenshots showing that I have never purchased anything from XXXX. Navy Federal responded to my message, on XX/XX/XXXX, stating that " Navy Federal does not provide proprietary information reflecting its fraud detection methodologies '' and that they determined that there were " discrepancies in the information you provided. '' I responded, the same day, noting that " no supporting documents for the determination '' had been attached to their response and asking for clarification on what information was inaccurate or inconsistent or otherwise what discrepancy they found. Navy Federal responded, still on XX/XX/XXXX, that " physical documentation relating to your fraud claim is minimal. XXXX has granted us access to review all transactions from authorization to posting. Please note that we are unable to provide sensitive information that does not fall within compliance, including copies of information obtained from internal systems. '' I asked in response, still the same day XX/XX/XXXX, if there was documentation that they were refusing to provide or there was no documentation. In response, Navy Federal closed the conversation because I was appealing their investigation determination. On XXXX XXXX, I received mail notification from Navy Federal that they had notified the credit reporting agencies of the disputed amount prior to resolution of my appeal. Also, on the same day I received mail notification that they concluded the appeal stating that the appeal was denied. Navy Federal 's refusal to provide any documentation from the investigation when requested in writing violate both the Fair Credit Billing Act, 12 CFR Part 1026, and 12 CFR 1005.11 ( d ) ( 2 ).

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