Consumer complaint received 2025-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
Subject : Fraud Claim Appeal card number XXXX Dear Navy Federal Fraud Department, Thank you for your response and for allowing me the opportunity to appeal your decision regarding my fraud claim in the amount of {$1400.00}. I respectfully request a reconsideration based on the following details : 1. Why I believe my claim should be honored : I did not authorize these transactions. They were made without my knowledge or consent. I noticed the charges on XXXX and reported them to Navy Federal immediately on XXXX. I also filed a fraud claim promptly in accordance with your procedures. 
2. Was the card in my possession when the fraud occurred?

Yes, the card was in my possession the entire time. I did not lose it, and it was never stolen.

3. How I believe my card information was obtained : I believe my card information may have been compromised through an online transaction or data breach. I make secure purchases and do not share my card details with others, so this likely occurred due to merchant or third-party compromise. There are also card scanners throughout all of XXXX that are put in by Thieves/Scammers in stores/Gas Stations that can be installed easily if the owner of the store or gas station doesnt seek to prevent these bad things from happening. These card scanners take all the information from your card which can in turn allow whoever has that information to get all linked information. I also had a XXXX XXXX XXXX  XXXX  effected by the same person/Organization and I had to file a fraudulent claim for that as well. The payment had gone through in the amount of {$800.00} and I put the fraudulent claim in just like with Navy federal and I have the Fraudulent acknowledgment letter and the fraud resolution letter as well.

4. If the card was lost or stolen : Not applicable my card was never lost or stolen.

5. If anyone else has used the card : No one else has ever been authorized to use my card.

6. If I received merchandise from the merchant : I did not receive any merchandise or benefit from these fraudulent transactions.

7. Did I authorize or participate in the charge ( s ) : No. These transactions were not authorized by me, and I did not participate in them in any way.

In addition, I want to note that I filed a fraud claim for similar charges on my Navy Federal credit card, which was approved and credited suggesting that both sets of charges were made by the same unauthorized party.

I am including any supporting evidence I have ( e.g., screenshots, statements, correspondence ) to assist with the review.

Thank you for taking the time to reconsider my case. Please let me know if any additional information is needed to complete this appeal.

I have not received any kind of documentation under Regulation E and I just now got a piece of mail on XXXX dated from XX/XX/XXXX saying that they had came to the same conclusion that no Error had occurred so they are staying with their same decision to deny the fraudulent claim as I had showed them proof that I even had another card from a different bank get used without my authorization and knowledge and they even refunded the amount back onto my navy federal credit card because that had been used as well without my knowledge. I have all the screenshots which I provided them.

So I am filing this complaint because Navy Federal Credit Union denied my fraud claim for an unauthorized debit card transaction in the amount of {$1400.00}, and denied my second review as well, despite the fact that I did not authorize or participate in this transaction.

I reported the transaction immediately and fully cooperated with Navy Federals investigation. Despite this, they concluded that no error occurred without providing any of the evidence or documentation they relied on to make this determination. They have refused to provide me with merchant records, authorization logs, IP/device information, or any supporting investigation details.

Under Regulation E, I am entitled to : 1. A fair investigation into unauthorized electronic fund transfers, and 2. Access to the evidence used to deny my claim.

Navy Federal has not provided this and has given only a generic denial letter.

This leaves me financially responsible for a fraudulent transaction I did not make.

I am requesting CFPB assistance to ensure : Navy Federal conducts a proper executive-level investigation, They provide all documentation and evidence used to deny my claim, and They reimburse the {$1400.00} that was removed from my account without my authorization.

I am asking for the CFPB to review Navy Federals handling of my claim, ensure they meet their obligations under Regulation E, and require them to correct their decision based on a complete and transparent investigation.

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