Consumer complaint received 2025-03-31 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: AP

Complaint narrative:
To Whom It May Concern, I am filing this formal complaint regarding Navy Federal Credit Unions handling of a disputed transaction totaling {$900.00} XXXX, which I believe to be fraudulent and unauthorized. 

Summary of the Issue : On XX/XX/year>, I attempted to withdraw funds from a XXXX XXXX  while overseas in the XXXX. Although no cash was dispensed, my account was charged {$900.00} USD. The transaction was recorded as a XXXX XXXX XXXX XXXX merchant listed as XXXX XXXX XXXX XXXX 

Upon further investigation, I discovered that this merchant does not exist. A Navy Federal representative also confirmed during a phone call that no legitimate business by this name could be located. The only remotely similar establishment is in XXXX country I have never visited or conducted business in. 

Despite these red flagsand the fact that no cash or goods were receivedNavy Federal deemed the charge authorized. I was never contacted during the investigation process and have not been provided with any explanation or documentation outlining how this conclusion was reached.

Efforts to Resolve the Issue : I submitted a formal dispute through Navy Federals internal process.

I filed a detailed appeal, raising concerns about the merchants legitimacy and requesting specific documentation and investigation details. 

I received only a generic response indicating that my appeal is under review, with no assigned contact, no substantive answers, and no estimated resolution timeline.

Reason for Filing This Complaint : This transaction clearly falls under Navy Federals Zero Liability Policy, which is intended to protect members from fraudulent or unauthorized charges. N
evertheless, I am being held liable for a charge that is clearly unauthorized, unverified, and unfulfilled.

Requested Resolution : I respectfully request that this matter be reviewed by the appropriate regulatory body to ensure that : Navy Federal conducted a full, fair, and timely investigation ; The decision was supported by valid evidence, not assumptions or procedural oversights ; Navy Federal is held accountable for appropriately applying its consumer protection policies, including its Zer
o Liability Policy.

I am prepared to provide copies of all supporting documentation upon request. 

Sincerely, XXXX XXXX Supporting Documentation Provided : During the dispute and appeal process, I submitted the following : A detailed explanation clarifying that the {$900.00} charge resulted from a failed ATM withdrawal, with no cash dispensed. 

Confirmation that XXXX XXXX XXXX does not exist, supported by a Navy Federal representatives findings.

A notarized sworn statement affirming that I did not authorize the transaction and detailing the circumstances.

An official police report documenting the fraudulent nature of the transaction. 

A formal letter from XXXX, confirming that no funds were dispensed during the attempted withdrawal, including reference number : [ insert reference number ]. 

A public XXXX review from another customer reporting a similar failed ATM withdrawal at the same location. 

XXXX  information noting that the maximum ATM withdrawal limit in the XXXX is approximately {$200.00} USD, making a {$900.00} withdrawal highly improbable. 

Multiple follow-up messages to Navy Federal requesting : Documentation or evidence from the alleged merchant ; Details of the verification steps conducted by the dispute team ; An explanation for the decision to label the charge as authorized ; A case timeline and the name of an assigned representative. 

Despite submitting this extensive evidence, I have only received vague, non-specific updates stating that my appeal is under review, with no clarification or timeframe provided.

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