Consumer complaint received 2026-04-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing this formal complaint against Navy Federal Credit Union regarding their handling of a dispute involving negligent automotive repair services that resulted in substantial financial loss and safety risk. This complaint extends beyond a disputed charge. It involves failure to conduct a thorough investigation, premature closure of a claim, admission of internal error, and continued delay despite full evidence being providedall of which raise serious concerns under the Fair Credit Billing Act ( FCBA ). Background of the Dispute On XX/XX/year>, I purchased a XXXX XXXX XXXX XXXX XXXX XXXX and an XXXX ( XXXX ) sensor, which were installed by XXXX. Immediately following this installation : The vehicle began malfunctioning Performance declined significantly Safety concerns became evident Subsequent findings confirmed : Damage to engine and brake-related wiring Compromised fuel system, including a damaged gas line The vehicle was rendered unsafe and ultimately undrivable The vehicle later failed completely and was deemed unsafe by a mechanic, forcing me to impound it and purchase a replacement vehicle. Financial Impact As a direct result, I incurred total damages of : {$4200.00} Additionally, I had invested {$1600.00} on XX/XX/year> to maintain the vehicle, demonstrating responsible ownership and maintenance prior to this incident. Dispute Process & Procedural Failures I formally disputed these charges with Navy Federal and provided all requested documentation supporting my claim, including evidence of : Negligent installation Resulting mechanical damage Financial losses directly tied to the service However, Navy Federals handling of this dispute has been deeply concerning : Failure to Conduct a Thorough Investigation My dispute was closed without a complete or proper review of the evidence submitted. Admission of Error by Navy Federal After closing the claim, I received communication from Navy Federal acknowledging that : Documentation had been submitted as requested The claim had not been properly reviewed They apologized and reopened the dispute, confirming that the initial closure was their mistake. Continued Delay & Lack of Resolution Despite reopening the case and having all relevant documentation : Navy Federal has failed to move forward in a timely manner They are delaying resolution despite having the necessary evidence No provisional credit has been issued No clear or substantive updates have been provided This pattern reflects procedural negligence and failure to meet dispute resolution standards. Requests Made to Navy Federal I formally requested : XXXX. Full reimbursement of {$4200.00} XXXX. Provisional credit during the investigation XXXX. A complete investigation under the Fair Credit Billing Act XXXX. A written explanation for any delay or denial XXXX. Copies of all documentation used in their decision-making XXXX. Confirmation of compliance with federal dispute timelines These requests have not been properly fulfilled. Legal Concerns Under the Fair Credit Billing Act, financial institutions are required to : Conduct a reasonable and thorough investigation Avoid premature or unsupported claim closures Resolve disputes within two billing cycles ( maximum 90 days ) Correct billing errors when services were not properly rendered The failure to properly investigate, combined with an admitted internal error and continued delay, raises serious concerns about compliance with these requirements. Requested Resolution I am requesting the CFPBs assistance to ensure : Immediate full reimbursement of {$4200.00} Proper handling and completion of the dispute Accountability for the premature closure and procedural errors Assurance that Navy Federal complies with federal dispute resolution laws Closing Statement I acted in good faith, provided all requested documentation, and followed the proper dispute process. Navy Federal initially failed to properly review my claim, admitted their error, and has since continued to delay resolution despite having all necessary information. This is not simply a delay, it is a failure of process, oversight, and compliance. I respectfully request intervention to ensure this matter is resolved fairly and in accordance with federal law.

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