Consumer complaint received 2026-07-12 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: AZ

Complaint narrative:
I am filing this complaint because I believe Navy Federal Credit Union has failed to conduct a fair and reasonable investigation into my debit card disputes despite my repeated efforts to provide supporting evidence. Over the course of my disputes, I submitted documentation, photographs, and other evidence supporting my claims. I also made numerous phone calls to Navy Federal, visited a branch in person, and attempted to escalate my concerns through management. At every stage, I made a good-faith effort to provide the information requested and to cooperate fully with the investigation. Despite the evidence I submitted, my disputes were repeatedly denied. The denial letters and explanations did not meaningfully address the documentation I provided or explain why my evidence was insufficient. Instead, I received what appeared to be generic conclusions without any indication that my specific evidence had been carefully reviewed. When I contacted Navy Federal to question these decisions, I spoke with representatives and eventually a manager. Rather than addressing my concerns or explaining how the investigation was conducted, I felt my concerns were dismissed. When I attempted to escalate the matter further, I was effectively told that XXXX was responsible for the decision. As the financial institution that accepted my dispute and conducted the investigation on my account, I believe Navy Federal remains responsible for ensuring that the investigation complies with applicable consumer protection requirements. Shifting responsibility to XXXX did not answer my questions or resolve my concerns. As a consumer, I relied on my financial institution to independently and fairly evaluate the evidence I submitted. Instead, I experienced repeated denials despite providing documentation, multiple attempts to communicate, and repeated requests for a meaningful review. At no point did Navy Federal take responsibility for explaining how my evidence was evaluated or why it was rejected. This experience has left me feeling that my disputes were not given the thorough, impartial investigation required. I have spent considerable time gathering evidence, making phone calls, visiting a branch, and attempting to resolve this matter directly with Navy Federal before filing this complaint. I respectfully request that the Consumer Financial Protection Bureau require Navy Federal Credit Union to : Conduct a new, independent review of my disputes that fully considers all documentation and evidence I previously submitted. Please stop requesting that I reupload all of the exact same documentation that was submitted when the disputes were filed. Provide a detailed written explanation identifying the specific evidence relied upon in denying my disputes and explaining why the documentation I submitted was rejected. Explain the role Navy Federal played in investigating my disputes, including the extent to which the decision was based on information from XXXX or any third party. Ensure that my disputes receive the fair and thorough investigation required under applicable consumer protection laws and regulations. I have made every reasonable effort to resolve this matter directly with Navy Federal. Unfortunately, after providing evidence, speaking with representatives, escalating to management, and visiting a branch, I still do not believe my concerns were fairly considered. I am requesting the CFPB 's assistance in obtaining a proper review of my disputes and ensuring that Navy Federal fulfills its obligations to its members.

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