Checking or savings account -- Problem with a lender or other company charging your account -- Complaint #11755556
Complaint Overview
Complaint ID: 11755556
Company: Navy Federal Credit Union
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
State: South Carolina
ZIP Code: 29456
Date Received: 2025-01-25T12:00:00-05:00
Date Sent to Company: 2025-01-25T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing this complaint against Navy Federal Credit Union ( Navy Federal ) for their mishandling of my fraud claim, failure to provide documentation as required by law, and improper treatment of my account following the fraudulent charges. On XX/XX/year>, I reported fraudulent charges on my Navy Federal account in the amount of {$460.00}. I promptly filed a police report and uploaded my claim to Navy Federal the following day, on XX/XX/year>. However, just XXXX hours after I submitted my claim, Navy Federal denied it, stating they conducted a full investigation. It is not possible for a thorough and fair investigation to be conducted in such a short timeframe. On XX/XX/year>, I explicitly demanded that Navy Federal provide all documentation and findings used in their investigation. To date ( XX/XX/year> ), they have failed to provide any documentation or evidence to support their denial of my claim or to demonstrate that a legitimate investigation took place. Additionally : 1. Navy Federal removed the provisional credit for the fraudulent amount of {$460.00}, leaving my account negative, despite my clear lack of responsibility for the unauthorized charges. 2. Navy Federals customer service representatives have provided no explanation for why I have not received the requested documentation, nor have they offered any resolution to this matter. These actions violate my rights under the Electronic Funds Transfer Act ( EFTA ) and Regulation E, which require financial institutions to conduct a reasonable investigation of reported fraudulent charges and to provide evidence to support their decisions. Navy Federals failure to comply with these obligations has caused significant financial hardship and emotional distress. I am requesting the following : 1. Immediate provision of all documentation, evidence, and findings related to the investigation conducted by Navy Federal. 2. Restoration of the provisional credit of {$460.00} to my account while this matter is properly investigated. 3. A detailed explanation of the investigation process and compliance with all legal and regulatory requirements. If these issues are not addressed promptly, I am seeking CFPBs intervention to hold Navy Federal accountable for their handling of this matter and to ensure they comply with the law. Thank you for your time and assistance in resolving this issue.
Frequently Asked Questions
What is Complaint #11755556 about?
Complaint #11755556 was filed against Navy Federal Credit Union regarding Checking or savings account specifically about Problem with a lender or other company charging your account. It was received by the CFPB on 2025-01-25T12:00:00-05:00.
How did Navy Federal Credit Union respond to this complaint?
The company responded with: "Closed with non-monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Navy Federal Credit Union?
Yes, visit the Navy Federal Credit Union company profile at readthecomplaint.com/company/navy-federal-credit-union to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.