Consumer complaint received 2026-04-01 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

Complaint narrative:
On XX/XX/year> I messaged Navy Federal Credit Union requesting that a new debit card be mailed to me via XXXX or other courier service with tracking and signature required for delivery ( see attached ). The reason I made this request is because my previous debit card was due to expire at the end of XXXX and I live in the XXXX, a country with a notoriously unreliable postal service and I was worried that my card would be lost or stolen in the mail. I sent repeated messages via Navy Federal Credit Union 's secure online messaging form. I also called Navy Federal 's customer service phone number and made the same request verbally. Navy Federal Credit Union refused my request and sent the new debit card via First Class mail. As I predicted, I never received the card. On XX/XX/year>, I received a notification that my card was used at a store called XXXX in XXXX, XXXX in the amount of {$1500.00}. I immediately responded to the text message stating that it was an unauthorized transaction ( see attached ). I then logged into my Navy Federal online account and noticed that there was a previous unauthorized charge in the amount of {$1700.00} at a store called XXXX XXXX, also located in XXXX, XXXX. I immediately froze my debit card and called Navy Federal customer service to report the fraud. After freezing my debit card and reporting the fraud, I received notifications about attempted use of my debit card at a store called XXXX XXXX and a restaurant called XXXX XXXX ( two attempts at the latter ). That same day ( XX/XX/year> ) I reported the crime to the police and received a police report ( see attached ). I submitted the police report to Navy Federal Credit Union via their secure online message service ( see attached ). On XX/XX/year> I received an email from Navy Federal Credit Union stating that they denied my fraud claim ( see attached ). The email stated : " Were unable to honor your fraud claim for your Debit card ending in XXXX for {$3200.00}. Your claim was denied for the following reason ( s ) : Our information contradicts your claim of unauthorized activity. We determined you authorized and/or participated in the activity. This means youre responsible for the transactions in question. You have the right to request the documentation used in making this determination. '' I immediately called Navy Federal customer service and requested the documentation they used in making the decision. On XX/XX/year> I received a secure message from Navy Federal Credit Union stating ( see attached ) : " Thank you for your message. We have received your concern. In response to your request, the documents we relied on in denying your claim, if any, are attached for your reference. Navy Federal does not provide proprietary information reflecting its fraud detection methodologies. Our records indicate your claim was denied due to the following : Our information contradicts your claim of unauthorized activity. If you have any further questions or concerns, feel free to contact us. '' There were no documents attached to the message. Based on this information, I believe that Navy Federal Credit Union did not perform a proper investigation before denying my claim.

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