Consumer complaint received 2026-01-07 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: CA

Complaint narrative:
CFPB COMPLAINT NARRATIVE FRAUD DISPUTE & FAILURE TO CONDUCT REINVESTIGATION Consumer : XXXX XXXX Account Type : Credit Card Issuer : Navy Federal Credit Union Total Amount in Dispute : {$9900.00} Account Ending : XXXX ( prior filing reference also includes account ending XXXX ) COMPLAINT SUMMARY I am filing this complaint because Navy Federal Credit Union has repeatedly denied my credit card fraud dispute despite clear evidence of unauthorized transactions, documented medical impairment during the period of activity, and multiple written requests for a proper reinvestigation under the Fair Credit Billing Act ( FCBA ) and Regulation Z.

This is the fourth denial of my claim. Navy Federal has not provided a good-faith investigation, has not provided merchant transaction records or compelling-evidence documentation, has not provided chargeback or representment status, and has not provided internal investigation notes or an explanation of the denial basis. The continued denial appears inconsistent with federal consumer protection requirements, Regulation Z reinvestigation standards, and Navy Federals XXXX Liability Policy. 
TIMELINE AND CIRCUMSTANCES The disputed transactions totaling {$9900.00} occurred in XXXX while I was under active medical care and experiencing significant cognitive and visual impairment while recovering from multiple procedures. 
During this period, I relied on another individual only to assist with limited bill-payment support. I did not authorize this person to make purchases or personal transactions. The individual exceeded their limited role and made unauthorized charges without my knowledge or consent. This was financial exploitation of a medically impaired adult and was not authorized third-party use. 
Once I regained capacity and reviewed my account in XXXX, I promptly reported the activity and provided medical documentation confirming impairment and limited financial capacity during the timeframe in question. 
DELAYED REPORTING WAS MEDICALLY JUSTIFIED My medical condition and treatment recovery period prevented earlier reporting. Extenuating disability circumstances qualify for protection under 12 C.F.R. 1026.13 ( c ), which requires a good-faith investigation despite delayed notice when impairment is present ; 15 U.S.C. 1643 ( a ) ( 1 ), which limits liability for unauthorized use ; ADA Title III equal-access considerations in dispute review ; and state dependent-adult financial-exploitation protections.

I provided Navy Federal with physician visit summaries, medication and treatment records, and written explanation of cognitive and visual limitations during the period in which the transactions occurred. Despite this information, the claim continues to be denied without meaningful explanation.

CONCERNS WITH NAVY FEDERALS HANDLING OF THE CASE Navy Federal has not conducted a good-faith Regulation Z reinvestigation. The bank has not provided merchant compelling-evidence documentation, has not confirmed whether a chargeback or representment was submitted, has not provided internal investigation notes or decision rationale, and appears to have classified the case as authorized third-party use without justification. The bank has also failed to evaluate impairment and dependency circumstances and failed to consider financial-exploitation indicators.

I have submitted multiple written disputes and reinvestigation requests, and the claim continues to be denied without transparency or supporting documentation.

REQUESTED CFPB ACTION I request that the CFPB require Navy Federal Credit Union to reopen and fully reinvestigate the fraud dispute, reclassify the matter consistent with dependent-adult and medical-impairment circumstances, and treat the activity as financial exploitation rather than shared-access use.

I am also requesting production of documentation including chargeback submission and merchant-evidence history, the merchant response or compelling-evidence package, the internal investigation case log and analyst notes, and the denial coding and decision criteria used. I request that late fees, collection activity, and interest be suspended during reinvestigation, that unauthorized transactions be reversed or credited if supported by evidence, and that a corrected account statement be issued.

SUPPORTING DOCUMENTS PROVIDED I will be attaching copies of prior dispute and appeal submissions, medical visit summaries confirming impairment, physician documentation and medication records, Navy Federal denial letters, and account statements reflecting the disputed charges.

REQUESTED OUTCOME I am requesting a full reinvestigation and reversal of the disputed charges in accordance with the Fair Credit Billing Act, Regulation Z, ADA-related consumer protections, dependent-adult financial-exploitation protections, and Navy Federals XXXX Liability Fraud Policy XXXX 
Given the medical impairment involved, the dependent-care circumstances, and the lack of documented investigation or evidence disclosure, I should not be held liable for these transactions. 
Sincerely, XXXX XXXX

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