Consumer complaint received 2025-10-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I am filing this complaint due to Navy Federal Credit Unions failure to properly investigate and resolve a debit card dispute in compliance with Regulation E ( Electronic Fund Transfer Act ). 
In late XXXX or early XX/XX/year>, I filed a dispute for transactions with XXXX XXXX XXXX, a merchant that falsified documentation and misrepresented services that were never rendered. The merchant claimed to have purchased airline tickets and hotel accommodations, but the airline confirmed no ticket was ever issued, and no hotel was ever paid for or reserved. 
I provided full documentation to Navy Federal, including proof from the airline, written communications, and clear inconsistencies in the merchants submissions. The merchant also falsified a no refund policy that was never presented or agreed to by me at any time. The document submitted to Navy Federal was later confirmed to belong to a third-party company and not the merchants business. 
Additionally, the information provided by the merchant to the bank only showed reservations, not paid purchases, and for the first four months after payment, the merchant failed to provide any travel details, guidance, or itinerary for this schedule XXXX  Trip. Only after I requested a refund did the merchant suddenly send an itinerary for an XXXX  trip that was scheduled to depart in 60 days, even though no flights or hotels had been secured. 
I also informed the merchant that I had become aware of a pending lawsuit against them in the country that we were suppose to travel to, and expressed that I did not want my business affiliated with any potential fraudulent activity. 
The merchant denied the allegations and attempted to settle privately by offering half of my money in exchange for my silencespecifically asking that I not dispute the charge or speak publicly about the situation. I refused this unethical offer. 
Despite submitting all this information and evidence, Navy Federal denied my dispute without addressing these serious inconsistencies or performing a proper investigation. I also filed the same dispute with XXXX XXXX for the funds I used for this same trip, using identical documentation, and XXXX XXXX ruled in my favor after confirming the merchants fraud. Over the past 90 days, I have repeatedly tried to speak directly with a dispute investigator or compliance officer at Navy Federal as well as multiple visits to the branch to try and get some type of resolution but have been routed only to general customer service staff who provide inconsistent answers. The reversal of provisional credits has caused overdrafts and financial harm to both my personal and business accounts. 
I believe Navy Federals actions represent a violation of Regulation E, which requires a fair, thorough, and timely investigation of unauthorized or fraudulent transactions. 

This situation has caused ongoing financial loss, emotional distress, and business disruption. As a loyal member from a military family, I expected fairness and integrity from Navy Federal. The mishandling of this dispute and disregard for my submitted evidence has destroyed my confidence in the institutions ability to protect its members from fraudulent activity.

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