Consumer complaint received 2025-04-26 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:
XXXX XXXX Complaint about XXXX XXXXXXXX XXXX - Account Access is XXXX Credit Card Account Urgent Complaint Bank Refusing to Honor Zero Liability Protection for Stolen Credit Card I am writing to formally file a complaint against XXXX XXXXXXXX XXXX, for their refusal to refund unauthorized charges made on my credit card after it was stolen. Despite fulfilling all my obligations as a cardholder under the banks terms and federal law, the bank has unjustly denied my request for reimbursement, effectively disregarding the XXXX liability protection that is supposed to shield consumers in such circumstances. 

On or around XX/XX/XXXX, I discovered that my XXXXavy federal visa credit card ending with XXXX had been stolen and used fraudulently about XXXX. The charges were from XX/XX/XXXX - XX/XX/XXXX. After an immediate review of my account, I identified a series of unauthorized transactions that I did not initiate, authorize, or benefit from. Upon further investigation, I learned that the theft was not initially about XXXX but XXXX had been committed by my housekeeper, an individual who had access to my home but was never granted permission to use my credit card. I am currently on detail in XXXX XXXX and my housekeeper was in charge of the house. 
I came back to Virginia ( home ) and reported the incident. I took all appropriate steps in accordance with my banks policies and industry best practices. I reported the theft without delay and submitted a formal dispute of the fraudulent charges. I have now filed filed a police report ( Report # XXXX ) with my local law enforcement agency. 
Despite this, the bank has refused to issue a refund, stating that the theft involved someone who had physical access to my home, and implying that this somehow voids my XXXX liability protection. This rationale appears both unfair and contrary to the consumer protections outlined under the Truth in Lending Act ( TILA ) and Regulation Z, which provide that a cardholders liability for unauthorized credit card transactions is generally limited to {$50.00}, and often zero when proper notice is given. The fact that the thief was someone who had access to my residence does not negate the fact that the transactions were unauthorized and fraudulent. 
This situation has had a devastating impact on my health and well-being. I have recently been diagnosed with XXXX XXXXXXXX, and the stress caused by this unresolved financial abuse has significantly worsened my condition. I am currently under medical care, and my doctor has confirmed that the emotional trauma and anxiety linked to this incident have materially affected my mental health. The financial burden, combined with the banks cold and dismissive treatment, has left me feeling powerless and distressed. 
The banks actions leave me financially harmed and unprotected, despite my diligent adherence to reporting requirements and cooperative conduct during the dispute process. I believe that my rights as a consumer have been violated, and I am requesting the assistance of the CFPB in investigating this matter and urging the bank to reverse its decision and refund the disputed charges in full. 
I respectfully ask that the CFPB review this matter and help ensure that XXXX XXXX bank upholds its responsibilities under federal consumer protection laws. I seek a full reimbursement of the unauthorized charges and an assurance that such a situation will be handled with the seriousness and fairness that consumers deserve. 
Thank you for your attention to this matter. I look forward to your response and am happy to provide any additional information required to support your investigation.

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