Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: NAVY FEDERAL CREDIT UNION
State: PA

Complaint narrative:
Company : Navy Federal Credit Union Product : Checking/Savings Account Issue : Problem with a purchase shown on your statement / Unauthorized transactions/ Fees What happened : From XX/XX/XXXX through XX/XX/XXXX, I disputed unauthorized electronic transactions on my account with Navy Federal Credit Union . These transactions were investigated under the Electronic Fund Transfer Act and Regulation E. Navy Federal failed to comply with Regulation E requirements during this process. Specifically, they refused to provide provisional credit while conducting an extended investigation that lasted approximately 90 days. Under federal law, if an institution can not complete its investigation within 10 business days, it must issue provisional credit while continuing the investigation. Because Navy Federal did not provide provisional credit, I was forced to absorb the full financial impact of the disputed transactions during the investigation period. As a result, I incurred overdraft fees, advance fees, and interest charges, all directly tied to funds that were under dispute. To avoid financial collapse and meet basic living needs, I had to reverse payments from my credit cards into my checking account during this period. This created additional financial strain and long-term consequences. After approximately 90 days, the investigation concluded in my favor, and the disputed funds were returned. However, Navy Federal refused to refund any of the fees or interest that accrued during the investigation period, even though those charges were caused by their failure to follow Regulation E. When I attempted to resolve the issue, I was told that the credit department would not coordinate with the dispute department, and therefore no relief would be provided. This reflects a systemic failure and an unwillingness to correct harm caused by their own noncompliance. Why this is wrong : Navy Federals actions violate the Electronic Fund Transfer Act and Regulation E, which require : Timely investigation of disputes ; Issuance of provisional credit if an investigation exceeds 10 business days ; Protection of consumers from financial harm during the dispute process. By refusing provisional credit and allowing fees and interest to accumulate on disputed funds, Navy Federal improperly shifted liability onto me and profited from funds that were ultimately determined not to be my responsibility. What I want : I am requesting that Navy Federal Credit Union : Refund all overdraft fees, advance fees, and interest charges incurred between XX/XX/XXXX and XX/XX/XXXX that resulted from the disputed transactions ; Provide a full accounting of all fees and interest assessed during this period ; Take corrective action to ensure future compliance with Regulation E requirements. Additional notes ( optional field in CFPB form ) : This situation caused significant financial hardship over a three-month period. I was forced into unsustainable financial measures solely because Navy Federal did not follow federal law governing electronic fund transfer disputes. The fact that the investigation was ultimately resolved in my favor confirms that I should not have borne any of these costs. Additionally, these are all secured credit cards which navy federal has a hold on XXXX dollars in my savings account that they prevent my access to. I have requested several times that they use those funds to pay the cards however they refuse to. To date my credit is being destroyed and fees are stacking up along with interest because they wont use the funds that are on hold specifically for the purpose of paying the credit cards.

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