What’s the difference between a billing dispute and a fraud claim?
A billing dispute is when you tell us you believe there's an error regarding a transaction or calculation, or when you tell us you have a concern as to the property or goods purchased with your debit card. For example, you might believe you’ve been overcharged or you haven’t received the product or service for which you paid.
A fraud claim is when you tell us you didn’t authorize, nor benefit from, a transaction appearing on your account. For example, you might believe you were charged for something you didn't authorize.
Can I dispute a P2P (person2person) transaction?
Maybe. P2P transactions (Zelle®, Venmo, Square Cash, etc.) can only be disputed if the funds didn't transfer as expected. You can't dispute a transaction because you didn't receive goods you were expecting.
How do I file a billing dispute?
You can file by secure online message,phone, at a branch or by mail.
Online Banking: Dispute charges or transactions
eMessage:Sign in to your Navy Federal account at navyfederal.org andsend us a secure message. Initiate a New Message by selecting the checking account associated with your debit card and use the reason Dispute a Recognized Card Charge. In the message field, provide as many details as available about the transaction in question and why the charge is incorrect. Supporting documents can be attached via the Add Attachment tool. Click the Send button to send us your message.
Phone: Call Navy Federal at 1-888-842-6328, enter your Access Number or the last 4 digits of your Social Security Number and telephone password, or the last 6 digits of an active Navy Federal card. From the main menu, press 1 for Checking and Debit Card, press 3 for Debit Card and press 4 for Other.
Branch: A Member Service Representative will assist you.
Mail: P.O. Box 3000, Merrifield, VA 22119-3503
Where should I send supporting documentation about my claim?
You can submit all available documentation by secure dispute portal, secure online message, fax or by mail.
Dispute Portal: Sign in to our secure portal by clicking on the Upload Documents link of the dispute email and upload your supporting documents directly to the dispute.
Online Message: Sign in to your Navy Federal account at navyfederal.org and send us a secure message. Initiate a New Message by selecting the checking account associated with your debit card and use the reason Dispute a Recognized Card Charge. Supporting documents can be attached via the Add Attachment tool. Click the Send button to send us your message.
Fax: 703-206-4507
Mail: P.O. Box 3000, Merrifield, VA 22119-3503
Navy Federal can't use videos or voice recordings to support your claim. You can provide phone records to show attempts to contact the merchant.
Also, sending the disputed merchandise to Navy Federal will not help resolve your claim. You must work with the merchant directly regarding merchandise return instructions.
How do I report fraud on my account?
If a transaction was posted to your account that you didn’t authorize, nor benefit from, it’s considered fraud and should be reported as such.
You can report unauthorized transactions and fraud online.
OR
Call Navy Federal at 1-888-842-6328, enter your Access Number or the last 4 digits of your Social Security Number and telephone password, or the last 6 digits of an active Navy Federal card. From the main menu, press 1 for Checking and Debit Card press 3 for Debit Card, and press 4 for Other.
OR
At any branch where a Member Service Representative will assist you.
OR
You can complete the Statement of Forgery form and send it to us by mail to:
Navy Federal Credit Union
Attn: Card Fraud Prevention Recovery
P.O. Box 3503
Merrifield, VA 22119-3503
Remember—you're covered under our Zero Liability policy for any transaction you didn't authorize.
How long will it take to resolve my billing dispute or fraud claim?
If we think it'll take longer than 10 business days to investigate your claim, you may receive a temporary credit for the amount in question. There are some cases in which a temporary credit is not guaranteed.
Dispute investigations can take up to 120 days from the date of your claim; however, you may be able to contact the merchant directly to resolve your dispute sooner. Cases tend to be resolved faster when members provide documentation supporting their claim against the merchant.
A fraud investigation may take up to 90 days. You will receive notification once the investigation is complete.
