Consumer complaint received 2025-08-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: NAVY FEDERAL CREDIT UNION
State: AK

Complaint narrative:
I reported my stolen wallet via phone on XXXX XXXX at approx XXXX am XXXX, and immediately requested locks on both my debit and credit cards.During the call, the representative successfully locked my debit card and claimed to have locked my credit card as well ; however, it appears my credit card was not locked as requested. The next day, upon checking my account ( XXXX ), I discovered that my credit card had been maxed out with multiple unauthorized charges all made in XXXX, TX. 


At the time these charges occurred, I was en route to my base in XXXX. I have airline documentation and geolocation data that can confirm I was traveling and not in XXXX when the transactions took place. I am requesting a copy and review of the phone call made on XXXX XXXX at XXXX am, as it will clearly show that I requested both cards be locked immediately upon discovering the theft to the XXXX federal agent. This debt following the claim is not mine and is the result of fraudulent activity. 

Under the Fair Debt Collection Practices Act ( FDCPA ), I request that you provide validation of this debt, including all relevant details, such as : * A copy of the original credit card application or agreement showing my signature. 
* A record of the transactions made and when they occurred. 
* Any supporting documents that confirm I am responsible for this debt. 
* Phone call recording I made XXXX XXXX Please also note that, under the Fair Credit Billing Act and related consumer protection laws, I am not liable for unauthorized charges made with a stolen credit card. 
In light of this, I request that you immediately : XXXX. Cease all collection efforts for this fraudulent debt. 
XXXX. Remove this debt from my credit report if it has been reported. 
XXXX. Provide written confirmation that this account has been closed and resolved in my favor. 
Please consider this letter a formal dispute of the debt and a request for verification. Until this verification is provided, you must cease all collection activities as required by federal law. 
If you have already reported this debt to any credit reporting agencies, I also request that you inform them of the dispute and investigate accordingly. 
Thank you for your prompt attention to this matter. Please respond in writing to my address above. 

I would appreciate your urgent attention to this matter, as this situation is impacting my account and financial standing.Im an active military member and I have very limited time. Ive attempted to get help from XXXX federal customer care team and the assistance has been non existence, and Ive been making big payments still to a debt that isnt mine but I cant catch up to the balance with such a high interest rate. I got married and was also on a mission, that didnt allow me to resolve this sooner.But I need this urgently resolved as it affecting my financial standing and life overall, due to someone's else charges is beyond unfair. 

Thank you for your prompt attention.

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