Checking or savings account -- Managing an account -- Complaint #17314324
Complaint Overview
Complaint ID: 17314324
Company: Navy Federal Credit Union
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
State: Tennessee
ZIP Code: 377XX
Date Received: 2025-11-17T12:00:00-05:00
Date Sent to Company: 2025-11-18T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/scrub> 2025, I reported an unauthorized debit card transaction that first appeared as a pending charge on XX/XX/scrub>, 2025 and then posted on XX/XX/scrub>, 2025. I did not authorize this transaction, and I notified the bank immediately. Navy Federal Credit Union denied my fraud claim on XX/XX/year>2025, only two days after I reported it. I disagree with the denial and believe the bank did not properly investigate the transaction as required under Regulation E. The bank also refused to provide provisional credit. While I understand a bank is not required to issue provisional credit if it completes its investigation within 10 business days, I am concerned that the investigation was rushed and not conducted fairly. I requested an appeal, and the bank responded that provisional credit will not be provided during the appeal process. I am asking the CFPB to review whether the bank conducted a reasonable investigation as required under Regulation E, and whether the denial was appropriate based on the evidence. The bank has not explained why they believe the transaction was authorized, nor have they provided documentation supporting their decision. What I want : A full review of the banks investigation A clear explanation of how they determined the transaction was authorized Reimbursement of the unauthorized charge if the bank can not show clear evidence that I approved it Assurance that the bank followed all Regulation E requirements, including proper handling of the appeal It was over {$1800.00} taken out of my account, and it was not me. This is messing with my livelihood, as Im going to be evicted if I can not pay rent within 3 days. They know this as well. Thank you for reviewing my complaint.
Frequently Asked Questions
What is Complaint #17314324 about?
Complaint #17314324 was filed against Navy Federal Credit Union regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-11-17T12:00:00-05:00.
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.