{"id":"navy-federal-credit-union","page":"https://escalate.alexgaoth.com/#/c/navy-federal-credit-union","html":"https://escalate.alexgaoth.com/c/navy-federal-credit-union/","generated":"2026-10-15","company":{"id":"navy-federal-credit-union","name":"Navy Federal Credit Union","aliases":["navy federal","nfcu","navy fed"],"sector":"credit_union","website":"https://www.navyfederal.org","official_domains":["navyfederal.org"],"security":{"never_asks":[{"kind":"policy","claim":"Navy Federal will never solicit your personal information over the phone or by email.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never ask for your mobile or online banking sign-in information, and will not ask for your challenge question and answer in an unexpected call, email or text.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never text you from a 10-digit phone number. It texts from 5- or 6-digit short codes.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will not email you a link to reset your password unless you asked for it.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers pretend to be employees of your bank or credit union and say your account is frozen, a payment has a problem, they are verifying information or they noticed suspicious activity, to get your sign-in or account information.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters spoof the email address or phone number of the organization they pretend to be, and create logos and fake websites that look almost like the real ones.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward phishing emails that appear to be from Navy Federal","value":"phishalert@navyfederal.org","purposes":["fraud"],"notes":"Keep the original subject line and put the name of your Internet Service Provider in the body. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages that claim to be Navy Federal","value":"reportabuse@navyfederal.org","purposes":["fraud"],"notes":"For a call or text, give the date and time, the number it came from and what was requested. For social media, give the message content and the account it came from. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}]},"regulators":["ncua","cfpb"],"notes":"Navy Federal Credit Union is regulated by the NCUA. Most service lines go through the 24/7 member services number with voice prompts.","channels":[{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"},{"id":"overseas-phone","type":"phone","label":"Direct Inward Dial from countries without a toll-free number","value":"+1-703-255-8837","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"International toll charges apply. Navy Federal lists toll-free numbers for Germany, Italy, Japan, the Netherlands, South Korea and the U.K.","source":"https://www.navyfederal.org/contact-us/phone-numbers.html","last_verified":"2026-10-12"},{"id":"secure-message","type":"portal","label":"Secure message in online banking","value":"https://links.navyfederal.org/emessages","purposes":["transaction_dispute","billing_error","fee_reversal","frozen_funds","poor_service"],"access":"login","notes":"For a debit card billing dispute choose the checking account linked to the card and the reason \"Dispute a Recognized Card Charge\".","source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"},{"id":"credit-card-disputes-mail","type":"mail","label":"Credit card disputes and fraud","value":"Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503","purposes":["transaction_dispute","billing_error","unauthorized_charge","fraud"],"notes":"Navy Federal's mailing address page shows the same PO Box with ZIP 22119-3501.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"debit-card-disputes-mail","type":"mail","label":"Visa debit card disputes (mail the Statement of Dispute form)","value":"Debit Card Services, PO Box 23603, Merrifield, VA 22119-3603","purposes":["transaction_dispute","unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"card-agreement-correspondence-mail","type":"mail","label":"Credit card agreement correspondence (billing-error notices)","value":"Navy Federal Credit Union, PO Box 3501, Merrifield, VA 22119-3501","purposes":["billing_error"],"notes":"The card agreement's billing rights notice says to write to the Contacting Us address in the agreement, which is this one.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/NAVY_FEDERAL_CREDIT_UNION/573CC_(2-26)-617071.pdf","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"General correspondence","value":"Navy Federal, PO Box 3000, Merrifield, VA 22119-3000","purposes":["poor_service","frozen_funds","fee_reversal"],"source":"https://www.navyfederal.org/contact-us/additional-mailing-addresses.html","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward phishing emails (keep the original subject line; add your ISP's name)","value":"phishalert@navyfederal.org","purposes":["fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages","value":"reportabuse@navyfederal.org","purposes":["fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint","channel":"general-mail","note":"For card billing errors write to the card correspondence or disputes address within 60 days. A secure message also creates a written record."},{"rung":"regulator","regulator":"ncua"},{"rung":"regulator","regulator":"cfpb"}],"playbooks":[{"issue":"transaction_dispute","summary":"File a billing dispute online, by secure message, by phone or by mail; investigations can take up to 120 days.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"In online banking, use \"Dispute charges or transactions\", or send a secure message with the reason \"Dispute a Recognized Card Charge\".","channel":"secure-message"},{"do":"Or call member services and follow the menu.","channel":"member-services-phone"},{"do":"For a credit card, you can also mail the dispute.","channel":"credit-card-disputes-mail"},{"do":"If Navy Federal does not resolve it, complain to the NCUA, then the CFPB.","regulator":"ncua"}],"facts":[{"kind":"process","claim":"Navy Federal says debit card dispute investigations can take up to 120 days from the date of your claim, and you may receive a temporary credit, which is not guaranteed in some cases.","issues":["transaction_dispute"],"source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Navy Federal credit card billing rights notice says to write within 60 days after the error appeared on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/NAVY_FEDERAL_CREDIT_UNION/573CC_(2-26)-617071.pdf","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call member services 24/7, then file the fraud claim online or by mail.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call member services to report the lost or stolen card or the unauthorized charge.","channel":"member-services-phone"},{"do":"File the dispute online, or mail the Statement of Dispute form for a debit card.","channel":"debit-card-disputes-mail"},{"do":"If Navy Federal does not resolve it, complain to the NCUA, then the CFPB.","regulator":"ncua"}],"facts":[{"kind":"policy","claim":"Navy Federal's Zero Liability policy means you are not responsible for confirmed unauthorized transactions on a Navy Federal debit or credit card.","issues":["unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"process","claim":"A fraud claim is for a transaction you did not authorize and did not benefit from; a fraud investigation may take up to 90 days.","issues":["unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call member services at once and forward scam messages to Navy Federal.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call member services (24/7).","channel":"member-services-phone"},{"do":"Forward phishing emails, and report scam calls, texts and social media messages.","channel":"phishing-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov. If Navy Federal does not act, complain to the NCUA and the CFPB.","regulator":"ncua"}]},{"issue":"billing_error","summary":"Write within 60 days of the statement to the address in the card agreement.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":"card-agreement-correspondence-mail"},{"do":"If the error is not fixed, complain to the NCUA, then the CFPB.","regulator":"ncua"}]}],"known_blockers":["Most phone service requires authenticating as the member before the voice menu.","Online disputes and secure messages need sign-in.","Navy Federal publishes no dedicated complaint form or complaint address; general correspondence is the closest written channel."]},"playbooks":{"transaction_dispute":{"company":{"id":"navy-federal-credit-union","name":"Navy Federal Credit Union","sector":"credit_union","website":"https://www.navyfederal.org","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"File a billing dispute online, by secure message, by phone or by mail; investigations can take up to 120 days.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"In online banking, use \"Dispute charges or transactions\", or send a secure message with the reason \"Dispute a Recognized Card Charge\".","channel":{"id":"secure-message","type":"portal","label":"Secure message in online banking","value":"https://links.navyfederal.org/emessages","purposes":["transaction_dispute","billing_error","fee_reversal","frozen_funds","poor_service"],"access":"login","notes":"For a debit card billing dispute choose the checking account linked to the card and the reason \"Dispute a Recognized Card Charge\".","source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"}},{"do":"Or call member services and follow the menu.","channel":{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"}},{"do":"For a credit card, you can also mail the dispute.","channel":{"id":"credit-card-disputes-mail","type":"mail","label":"Credit card disputes and fraud","value":"Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503","purposes":["transaction_dispute","billing_error","unauthorized_charge","fraud"],"notes":"Navy Federal's mailing address page shows the same PO Box with ZIP 22119-3501.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}},{"do":"If Navy Federal does not resolve it, complain to the NCUA, then the CFPB.","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}}],"channels":[{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"},{"id":"secure-message","type":"portal","label":"Secure message in online banking","value":"https://links.navyfederal.org/emessages","purposes":["transaction_dispute","billing_error","fee_reversal","frozen_funds","poor_service"],"access":"login","notes":"For a debit card billing dispute choose the checking account linked to the card and the reason \"Dispute a Recognized Card Charge\".","source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"},{"id":"credit-card-disputes-mail","type":"mail","label":"Credit card disputes and fraud","value":"Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503","purposes":["transaction_dispute","billing_error","unauthorized_charge","fraud"],"notes":"Navy Federal's mailing address page shows the same PO Box with ZIP 22119-3501.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"debit-card-disputes-mail","type":"mail","label":"Visa debit card disputes (mail the Statement of Dispute form)","value":"Debit Card Services, PO Box 23603, Merrifield, VA 22119-3603","purposes":["transaction_dispute","unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Navy Federal says debit card dispute investigations can take up to 120 days from the date of your claim, and you may receive a temporary credit, which is not guaranteed in some cases.","issues":["transaction_dispute"],"source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Navy Federal credit card billing rights notice says to write within 60 days after the error appeared on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/NAVY_FEDERAL_CREDIT_UNION/573CC_(2-26)-617071.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write to the card correspondence or disputes address within 60 days. A secure message also creates a written record.","channel":{"id":"general-mail","type":"mail","label":"General correspondence","value":"Navy Federal, PO Box 3000, Merrifield, VA 22119-3000","purposes":["poor_service","frozen_funds","fee_reversal"],"source":"https://www.navyfederal.org/contact-us/additional-mailing-addresses.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"known_blockers":["Most phone service requires authenticating as the member before the voice menu.","Online disputes and secure messages need sign-in.","Navy Federal publishes no dedicated complaint form or complaint address; general correspondence is the closest written channel."],"security":{"official_domains":["navyfederal.org"],"never_asks":[{"kind":"policy","claim":"Navy Federal will never solicit your personal information over the phone or by email.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never ask for your mobile or online banking sign-in information, and will not ask for your challenge question and answer in an unexpected call, email or text.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never text you from a 10-digit phone number. It texts from 5- or 6-digit short codes.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will not email you a link to reset your password unless you asked for it.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers pretend to be employees of your bank or credit union and say your account is frozen, a payment has a problem, they are verifying information or they noticed suspicious activity, to get your sign-in or account information.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters spoof the email address or phone number of the organization they pretend to be, and create logos and fake websites that look almost like the real ones.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward phishing emails that appear to be from Navy Federal","value":"phishalert@navyfederal.org","purposes":["fraud"],"notes":"Keep the original subject line and put the name of your Internet Service Provider in the body. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages that claim to be Navy Federal","value":"reportabuse@navyfederal.org","purposes":["fraud"],"notes":"For a call or text, give the date and time, the number it came from and what was requested. For social media, give the message content and the account it came from. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Navy Federal Credit Union is regulated by the NCUA. Most service lines go through the 24/7 member services number with voice prompts.","warnings":[]},"unauthorized_charge":{"company":{"id":"navy-federal-credit-union","name":"Navy Federal Credit Union","sector":"credit_union","website":"https://www.navyfederal.org","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Call member services 24/7, then file the fraud claim online or by mail.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call member services to report the lost or stolen card or the unauthorized charge.","channel":{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"}},{"do":"File the dispute online, or mail the Statement of Dispute form for a debit card.","channel":{"id":"debit-card-disputes-mail","type":"mail","label":"Visa debit card disputes (mail the Statement of Dispute form)","value":"Debit Card Services, PO Box 23603, Merrifield, VA 22119-3603","purposes":["transaction_dispute","unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}},{"do":"If Navy Federal does not resolve it, complain to the NCUA, then the CFPB.","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}}],"channels":[{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"},{"id":"overseas-phone","type":"phone","label":"Direct Inward Dial from countries without a toll-free number","value":"+1-703-255-8837","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"International toll charges apply. Navy Federal lists toll-free numbers for Germany, Italy, Japan, the Netherlands, South Korea and the U.K.","source":"https://www.navyfederal.org/contact-us/phone-numbers.html","last_verified":"2026-10-12"},{"id":"credit-card-disputes-mail","type":"mail","label":"Credit card disputes and fraud","value":"Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503","purposes":["transaction_dispute","billing_error","unauthorized_charge","fraud"],"notes":"Navy Federal's mailing address page shows the same PO Box with ZIP 22119-3501.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"debit-card-disputes-mail","type":"mail","label":"Visa debit card disputes (mail the Statement of Dispute form)","value":"Debit Card Services, PO Box 23603, Merrifield, VA 22119-3603","purposes":["transaction_dispute","unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Navy Federal's Zero Liability policy means you are not responsible for confirmed unauthorized transactions on a Navy Federal debit or credit card.","issues":["unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"process","claim":"A fraud claim is for a transaction you did not authorize and did not benefit from; a fraud investigation may take up to 90 days.","issues":["unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write to the card correspondence or disputes address within 60 days. A secure message also creates a written record.","channel":{"id":"general-mail","type":"mail","label":"General correspondence","value":"Navy Federal, PO Box 3000, Merrifield, VA 22119-3000","purposes":["poor_service","frozen_funds","fee_reversal"],"source":"https://www.navyfederal.org/contact-us/additional-mailing-addresses.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"known_blockers":["Most phone service requires authenticating as the member before the voice menu.","Online disputes and secure messages need sign-in.","Navy Federal publishes no dedicated complaint form or complaint address; general correspondence is the closest written channel."],"security":{"official_domains":["navyfederal.org"],"never_asks":[{"kind":"policy","claim":"Navy Federal will never solicit your personal information over the phone or by email.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never ask for your mobile or online banking sign-in information, and will not ask for your challenge question and answer in an unexpected call, email or text.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never text you from a 10-digit phone number. It texts from 5- or 6-digit short codes.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will not email you a link to reset your password unless you asked for it.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers pretend to be employees of your bank or credit union and say your account is frozen, a payment has a problem, they are verifying information or they noticed suspicious activity, to get your sign-in or account information.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters spoof the email address or phone number of the organization they pretend to be, and create logos and fake websites that look almost like the real ones.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward phishing emails that appear to be from Navy Federal","value":"phishalert@navyfederal.org","purposes":["fraud"],"notes":"Keep the original subject line and put the name of your Internet Service Provider in the body. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages that claim to be Navy Federal","value":"reportabuse@navyfederal.org","purposes":["fraud"],"notes":"For a call or text, give the date and time, the number it came from and what was requested. For social media, give the message content and the account it came from. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Navy Federal Credit Union is regulated by the NCUA. Most service lines go through the 24/7 member services number with voice prompts.","warnings":[]},"fraud":{"company":{"id":"navy-federal-credit-union","name":"Navy Federal Credit Union","sector":"credit_union","website":"https://www.navyfederal.org","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call member services at once and forward scam messages to Navy Federal.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call member services (24/7).","channel":{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"}},{"do":"Forward phishing emails, and report scam calls, texts and social media messages.","channel":{"id":"phishing-email","type":"email","label":"Forward phishing emails (keep the original subject line; add your ISP's name)","value":"phishalert@navyfederal.org","purposes":["fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}},{"do":"Report to the FTC at ReportFraud.ftc.gov. If Navy Federal does not act, complain to the NCUA and the CFPB.","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}}],"channels":[{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"},{"id":"overseas-phone","type":"phone","label":"Direct Inward Dial from countries without a toll-free number","value":"+1-703-255-8837","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"International toll charges apply. Navy Federal lists toll-free numbers for Germany, Italy, Japan, the Netherlands, South Korea and the U.K.","source":"https://www.navyfederal.org/contact-us/phone-numbers.html","last_verified":"2026-10-12"},{"id":"credit-card-disputes-mail","type":"mail","label":"Credit card disputes and fraud","value":"Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503","purposes":["transaction_dispute","billing_error","unauthorized_charge","fraud"],"notes":"Navy Federal's mailing address page shows the same PO Box with ZIP 22119-3501.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"debit-card-disputes-mail","type":"mail","label":"Visa debit card disputes (mail the Statement of Dispute form)","value":"Debit Card Services, PO Box 23603, Merrifield, VA 22119-3603","purposes":["transaction_dispute","unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward phishing emails (keep the original subject line; add your ISP's name)","value":"phishalert@navyfederal.org","purposes":["fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages","value":"reportabuse@navyfederal.org","purposes":["fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write to the card correspondence or disputes address within 60 days. A secure message also creates a written record.","channel":{"id":"general-mail","type":"mail","label":"General correspondence","value":"Navy Federal, PO Box 3000, Merrifield, VA 22119-3000","purposes":["poor_service","frozen_funds","fee_reversal"],"source":"https://www.navyfederal.org/contact-us/additional-mailing-addresses.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"known_blockers":["Most phone service requires authenticating as the member before the voice menu.","Online disputes and secure messages need sign-in.","Navy Federal publishes no dedicated complaint form or complaint address; general correspondence is the closest written channel."],"security":{"official_domains":["navyfederal.org"],"never_asks":[{"kind":"policy","claim":"Navy Federal will never solicit your personal information over the phone or by email.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never ask for your mobile or online banking sign-in information, and will not ask for your challenge question and answer in an unexpected call, email or text.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never text you from a 10-digit phone number. It texts from 5- or 6-digit short codes.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will not email you a link to reset your password unless you asked for it.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers pretend to be employees of your bank or credit union and say your account is frozen, a payment has a problem, they are verifying information or they noticed suspicious activity, to get your sign-in or account information.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters spoof the email address or phone number of the organization they pretend to be, and create logos and fake websites that look almost like the real ones.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward phishing emails that appear to be from Navy Federal","value":"phishalert@navyfederal.org","purposes":["fraud"],"notes":"Keep the original subject line and put the name of your Internet Service Provider in the body. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages that claim to be Navy Federal","value":"reportabuse@navyfederal.org","purposes":["fraud"],"notes":"For a call or text, give the date and time, the number it came from and what was requested. For social media, give the message content and the account it came from. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Navy Federal Credit Union is regulated by the NCUA. Most service lines go through the 24/7 member services number with voice prompts.","warnings":[]},"billing_error":{"company":{"id":"navy-federal-credit-union","name":"Navy Federal Credit Union","sector":"credit_union","website":"https://www.navyfederal.org","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Write within 60 days of the statement to the address in the card agreement.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":{"id":"card-agreement-correspondence-mail","type":"mail","label":"Credit card agreement correspondence (billing-error notices)","value":"Navy Federal Credit Union, PO Box 3501, Merrifield, VA 22119-3501","purposes":["billing_error"],"notes":"The card agreement's billing rights notice says to write to the Contacting Us address in the agreement, which is this one.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/NAVY_FEDERAL_CREDIT_UNION/573CC_(2-26)-617071.pdf","last_verified":"2026-10-12"}},{"do":"If the error is not fixed, complain to the NCUA, then the CFPB.","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}}],"channels":[{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"},{"id":"secure-message","type":"portal","label":"Secure message in online banking","value":"https://links.navyfederal.org/emessages","purposes":["transaction_dispute","billing_error","fee_reversal","frozen_funds","poor_service"],"access":"login","notes":"For a debit card billing dispute choose the checking account linked to the card and the reason \"Dispute a Recognized Card Charge\".","source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"},{"id":"credit-card-disputes-mail","type":"mail","label":"Credit card disputes and fraud","value":"Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503","purposes":["transaction_dispute","billing_error","unauthorized_charge","fraud"],"notes":"Navy Federal's mailing address page shows the same PO Box with ZIP 22119-3501.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"card-agreement-correspondence-mail","type":"mail","label":"Credit card agreement correspondence (billing-error notices)","value":"Navy Federal Credit Union, PO Box 3501, Merrifield, VA 22119-3501","purposes":["billing_error"],"notes":"The card agreement's billing rights notice says to write to the Contacting Us address in the agreement, which is this one.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/NAVY_FEDERAL_CREDIT_UNION/573CC_(2-26)-617071.pdf","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write to the card correspondence or disputes address within 60 days. A secure message also creates a written record.","channel":{"id":"general-mail","type":"mail","label":"General correspondence","value":"Navy Federal, PO Box 3000, Merrifield, VA 22119-3000","purposes":["poor_service","frozen_funds","fee_reversal"],"source":"https://www.navyfederal.org/contact-us/additional-mailing-addresses.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"known_blockers":["Most phone service requires authenticating as the member before the voice menu.","Online disputes and secure messages need sign-in.","Navy Federal publishes no dedicated complaint form or complaint address; general correspondence is the closest written channel."],"security":{"official_domains":["navyfederal.org"],"never_asks":[{"kind":"policy","claim":"Navy Federal will never solicit your personal information over the phone or by email.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never ask for your mobile or online banking sign-in information, and will not ask for your challenge question and answer in an unexpected call, email or text.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never text you from a 10-digit phone number. It texts from 5- or 6-digit short codes.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will not email you a link to reset your password unless you asked for it.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers pretend to be employees of your bank or credit union and say your account is frozen, a payment has a problem, they are verifying information or they noticed suspicious activity, to get your sign-in or account information.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters spoof the email address or phone number of the organization they pretend to be, and create logos and fake websites that look almost like the real ones.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward phishing emails that appear to be from Navy Federal","value":"phishalert@navyfederal.org","purposes":["fraud"],"notes":"Keep the original subject line and put the name of your Internet Service Provider in the body. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages that claim to be Navy Federal","value":"reportabuse@navyfederal.org","purposes":["fraud"],"notes":"For a call or text, give the date and time, the number it came from and what was requested. For social media, give the message content and the account it came from. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Navy Federal Credit Union is regulated by the NCUA. Most service lines go through the 24/7 member services number with voice prompts.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write to the card correspondence or disputes address within 60 days. A secure message also creates a written record.","channel":{"id":"general-mail","type":"mail","label":"General correspondence","value":"Navy Federal, PO Box 3000, Merrifield, VA 22119-3000","purposes":["poor_service","frozen_funds","fee_reversal"],"source":"https://www.navyfederal.org/contact-us/additional-mailing-addresses.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","level":"federal","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}],"notes":null}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"security":{"official_domains":["navyfederal.org"],"never_asks":[{"kind":"policy","claim":"Navy Federal will never solicit your personal information over the phone or by email.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never ask for your mobile or online banking sign-in information, and will not ask for your challenge question and answer in an unexpected call, email or text.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never text you from a 10-digit phone number. It texts from 5- or 6-digit short codes.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will not email you a link to reset your password unless you asked for it.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers pretend to be employees of your bank or credit union and say your account is frozen, a payment has a problem, they are verifying information or they noticed suspicious activity, to get your sign-in or account information.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters spoof the email address or phone number of the organization they pretend to be, and create logos and fake websites that look almost like the real ones.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward phishing emails that appear to be from Navy Federal","value":"phishalert@navyfederal.org","purposes":["fraud"],"notes":"Keep the original subject line and put the name of your Internet Service Provider in the body. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages that claim to be Navy Federal","value":"reportabuse@navyfederal.org","purposes":["fraud"],"notes":"For a call or text, give the date and time, the number it came from and what was requested. For social media, give the message content and the account it came from. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"credit_union","title":"Credit unions — how complaints work","last_verified":"2026-10-12","file":"guides/credit_union.md","page":"https://escalate.alexgaoth.com/#/guides/credit_union"}}