Consumer complaint received 2026-06-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
Subject : Complaint Regarding Navy Federal Credit Union 's Handling of Debit Card Disputes and Fraud Claims Dear Consumer Financial Protection Bureau, I am submitting this complaint regarding Navy Federal Credit Union 's handling of multiple debit card dispute claims that I believe were improperly investigated and unfairly denied despite supporting documentation and evidence provided to substantiate my claims. I have been a member of Navy Federal Credit Union for nearly 30 years and have always trusted the institution to fairly investigate account disputes and protect members from unauthorized transactions, fraudulent activity, and improper merchant billing practices. Unfortunately, my recent experiences with NFCU 's Debit Card Disputes and Fraud Department have caused me serious concerns regarding the adequacy, fairness, and thoroughness of its investigation process. My primary concern is that every debit card dispute I have filed has been denied, even when I provided supporting documentation demonstrating unauthorized transactions, canceled subscriptions, or merchant billing errors. In each instance, NFCU initially issued a provisional credit while the matter was under investigation. However, shortly thereafter, I received form letters stating : " We found that no error occurred and we are unable to process the claim in your favor. '' The provisional credits were then reversed, for reason ( s ) for their denial that I deem to be highly unjustifiable, wrongful, and unfair. What concerns me most is that I was repeatedly advised by NFCU representatives that if additional information was needed during an investigation, the dispute department would contact me before making a final determination. To my knowledge, this has never occurred. Instead, I have consistently received denial notices without any request for clarification, additional documentation, or follow-up discussion regarding the evidence I submitted. On XX/XX/year>, I visited my local Navy Federal Credit Union branch in person to file several debit card disputes. I chose to file in person because I have experienced difficulties uploading supporting documents through NFCU 's online dispute portal. The disputes included : Recurring charges from XXXX XXXX XXXX XXXX services that had been canceled. Charges related to XXXX XXXX XXXX that I believe were improperly processed despite my cancellation during the advertised free-trial period. An unauthorized debit card transaction with XXXX 's in the amount of approximately {$21.00}. A disputed purchase from a XXXX XXXX seller in the amount of approximately {$61.00} involving merchandise that did not match what was ordered and a seller who refused to honor their return policy. At the branch, I provided documentation supporting my disputes, including cancellation confirmations, email correspondence, account records, and transaction information. Branch representatives reviewed the documentation, made copies of the records, and submitted the disputes on my behalf. In particular, I provided evidence showing that my XXXX XXXX XXXX XXXX XXXX been canceled. Despite the cancellation, recurring charges of approximately {$52.00} continued to be billed to my account. I also provided documentation related to the XXXX XXXX XXXX subscription showing that I canceled the service shortly after enrollment during the free-trial period, yet my account was charged despite representations that my card would not be charged during the trial period. Despite providing this documentation, I later received letters dated XX/XX/year>, informing me that NFCU had determined no error had occurred and that all disputed claims had been denied. I do not understand how these conclusions were reached given the evidence submitted. I am particularly concerned that : 1 ) NFCU appears to have disregarded documentation supporting subscription cancellations. 2 ) NFCU denied claims involving transactions I reported as unauthorized. 3 ) NFCU did not communicate with me during the investigation process to address questions or request additional information. 4 ) NFCU has not adequately explained the basis for its denial decisions. 5 ) NFCU appears to place significant reliance on merchant responses without fully considering member-submitted evidence. I believe my disputes deserve a thorough, impartial review based upon all available evidence. At present, I do not feel that my claims received a fair or complete investigation.

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