Consumer complaint received 2026-01-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
Within a single month ( XX/XX/XXXX XXXX XXXX 2025 ), NFCU allowed XXXX separate breaches of my account, resulting in large unauthorized withdrawals. These incidents occurred without any warning, fraud alert, or correspondence from NFCU regarding suspicious activity. The absence of proactive fraud detection or notification demonstrates a serious breakdown in the institutions security infrastructure and monitoring systems. This repeated failure to protect customer funds reflects gross negligence and a disregard for standard banking security practices. The lack of communication from NFCU during and after these incidents was alarming. No alerts were sent to notify me of unusual account activity, even though the transactions were inconsistent with my normal spending patterns. This failure to act promptly and responsibly allowed the fraudulent activity to continue unchecked, resulting in significant financial harm. After discovering unauthorized transactions on my account, I promptly reported the fraudulent activity to NFCU on XX/XX/year>. Instead of properly categorizing the issue as a fraud case, NFCU misfiled it as a credit card dispute. This administrative error delayed the investigation process and prevented timely action to secure my account and recover the stolen funds. Despite multiple attempts to clarify the nature of the issue, NFCU failed to correct the misclassification. Throughout the process, NFCU representatives provided inconsistent information and failed to take ownership of the mistake. I was repeatedly transferred between departments, each claiming the matter was outside their scope. Numerous phone calls and emails yielded no meaningful progress or resolution. Due to NFCUs mishandling of the case, fraudulent charges totaling [ {$1000.00} ] remained unresolved. The delay in addressing the issue caused direct financial harm, including missed payments, overdraft fees, and restricted access to essential funds. These losses directly affected business operations, disrupting cash flow and delaying necessary expenses critical to maintaining daily business functions. The prolonged uncertainty, lack of accountability, and financial disruption caused significant emotional distress. The experience led to frustration, anxiety, and a loss of trust in NFCUs ability to protect its members and their businesses. The repeated need to advocate for basic resolution created ongoing stress and disrupted both personal and professional well-being. The lack of timely reimbursement and support from NFCU further compounded the financial strain.The institutions lack of accountability and internal communication demonstrated a clear disregard for customer protection and due diligence. Navy Federal Credit Unions negligence in misfiling and mishandling a clear case of fraud demonstrates a failure to uphold its duty of care to its members. The repeated breaches, financial uncertainty, and lack of accountability caused significant emotional distress. The experience led to frustration, anxiety, and a loss of trust in NFCUs ability to safeguard customer accounts. The ongoing stress of advocating for resolution while managing the financial impact on the business created emotional exhaustion and disrupted both personal and professional well-being.

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