Consumer complaint received 2024-09-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
Fraud Claim Denial Request for Explanation From XXXX XXXX XXXX, my husband and I celebrated my birthday in XXXX, XXXX. On XX/XX/year>, we attended an event hosted by XXXX in XXXX at XXXX XXXX, located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We arrived around XXXX XXXX  and stayed for about 1.5 hours, paying {$360.00} for a two-person section, one hookah, and one bottle of XXXX XXXX XXXX XXXX The waiter took our card to the back for processing, and we were charged at XXXX XXXX. 
Upon reviewing our charges on XX/XX/year>, we discovered two unauthorized transactions. Navy Federal confirmed that the card was not swiped, and no PIN was used for these transactions. Initially, Navy Federal incorrectly stated that the fraudulent charges occurred at XXXX XXXX  on XX/XX/XXXX, leading us to suspect a taxi driver, as that was our last payment. However, our records showed that the first authorized charge was at XXXX XXXX  EST on XX/XX/year>, with unauthorized transactions occurring at XXXX XXXX  EST on the same day {$600.00} and {$600.00}, respectively. We were credited {$1200.00} while the investigation was ongoing. 
Months later, the {$1200.00} was debited from our account, leaving us in the negatives. When we contacted Navy Federal, we were informed that the fraud claim was denied. We were told that claims are managed by a third party who can not be contacted directly and were advised to submit an appeal with any supporting documents. 
I submitted a detailed two-page letter, including event photos, timestamps, and a flyer. On XX/XX/year>, I received a letter stating the appeal was rejected. I called the fraud department and was informed that detailed information could not be provided over the phone due to privacy concerns. I was instructed to send an e-message through the app for more details. 
On XX/XX/year>, I received a generic e-message stating that the decision was based on monthly statements, merchant documentation, and internal databases, but further details could not be disclosed due to compliance. 
I spoke with Supervisor XXXX, who attempted to arrange a meeting with the security team but was informed that the only information available was that there was conflicting information. I was told the only way to obtain further details would be through a court order. 
The emotional and financial strain of {$1200.00} in debt has been significant. Navy Federal 's lack of transparency and failure to provide a legitimate reason for the claim denial is unacceptable. It feels like we were scammed twicefirst by the fraudulent transactions and then by the bank 's inadequate response. This amount is substantial, especially given the current economic pressures, and has placed us in a difficult financial situation.

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