Consumer complaint received 2025-11-28 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: FL

Complaint narrative:
My name is XXXX XXXX XXXX XXXX XXXX at the time of opening my Navy Federal Credit Union bank accounts ). My NFCU account email is XXXX. My current phone number on the account is XXXX. Please only contact me at my email, XXXX, regarding this matter and all future correspondence. 

I am writing to request a full and thorough re-investigation regarding the fraudulent activity between XX/XX/year> and XX/XX/year> on my credit cards ending in XXXX and XXXX, and corrections to the current balance and minimum payment due. 

Card Ending XXXX Compromised While in My Possession I originally possessed card XXXX, but it was clearly compromised. I strongly believe my former roommate, who previously lived with me and frequently went through my belongings and mail, took my card information, used it to make online purchases, and added it to his mobile wallet. I want to be very clear : I have never added any credit card to a mobile wallet, nor do I know how to do so. These charges were unauthorized and completely inconsistent with my usage history. 

Card Ending XXXX Stolen From My Mailbox, Activated, and Used Without My Knowledge This replacement card did arrive in my mailbox but was stolen before I ever received it. I only learned of this when I called NFCU to ask why I had not received the card. During that call, I was informed the card had been delivered, activated, and used for several transactions none of which I authorized. I immediately canceled the card and requested a new one, which I have received and have not activated. 

Clarification Regarding XXXX XXXX  / NFCU XXXX XXXX Card Both cards show transfers to XXXX XXXX which initially made no sense to me. I later learned, after speaking with a very helpful NFCU representative, that XXXX XXXX is the internal designation for the NFCU XXXX XXXX Card. I had never used my XXXX XXXX card before it was stolen. I only obtained it as a precaution : in case I ever needed it or went out of town, I could transfer money from my NFCU accounts rather than using my debit or credit card. Because the system did not label it as NFCU XXXX XXXX, I was unaware of it and could not cancel it sooner. When I located the physical XXXX XXXX card, it was missing, confirming it had been stolen. 

Account Access & Suspicious Devices Also, it is crucial to note that my daughter showed me how to check for devices logged into my NFCU account via the app : logging in, selecting Settings Sign In & Device Settings Remembered Devices. 

My current device is an XXXX XXXX. I previously used an older XXXX and also had the XXXX work phone, which had been lost but recovered by a good XXXX ; it was fully locked and inaccessible. 

I sometimes access my account via my work laptop or desktop at XXXX XXXX XXXX XXXX XXXX, XXXX, GA. 

However, I also noticed a device labeled XXXX, which is not me, along with a couple of other unrecognized devices from a few months ago when I first filed disputes. At that time, I did not realize I could click Forget This Device to log them out. 

I have since changed all passwords for both my NFCU account and the email linked to it, updated my phone number, and removed an unknown secondary phone number that had appeared on my account. 

This demonstrates that unauthorized access to my account likely occurred, which would have been necessary for someone to use my credit card on their mobile wallet. 

Law Enforcement & Legal Consultation I contacted my local police department regarding the fraudulent activity and explained my strong belief that my former roommate was responsible. They informed me that, without direct physical evidence tying him to the transactions, this would likely be a civil matter. I also consulted with a private attorney, who advised the same : given that all unauthorized transactions were conducted online or via a mobile wallet, obtaining proof linking him directly to these charges would be impossible. 

Dispute Status & Impact on My Account The first dispute ( card XXXX ) was denied and closed, which I believe was incorrect. 

The second dispute ( card XXXX ) is still under investigation, though I have not received an update on its status. 

Despite these disputes, my account balance still reflects all of the fraudulent transactions, raising my balance to approximately {$18000.00} and showing an inflated minimum payment due. I should not be required to pay for charges I did not authorize. 


Requested Actions 1. Reopen and fully investigate both disputes on cards ending XXXX and XXXX. 


2. Correct my account balance to remove all fraudulent charges.

3. Adjust the minimum payment due to reflect only legitimate transactions I personally authorized.

4. Provide an explanation for the denial of the first dispute, including any evidence used.

5. Provide a point of contact and estimated timeline for the investigation so I may follow up as needed.

My credit card usage history is consistent and limited to rare emergencies or necessary large payments. My last legitimate transaction was a large HOA payment between {$2000.00} {$5000.00}. Every transaction thereafter was unauthorized and clearly inconsistent with my long-term spending pattern. 

I request that this matter be handled urgently to ensure my account reflects only legitimate activity. 

Thank you for your attention and assistance. 

Sincerely, XXXX XXXX XXXX

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