u/Alternative_Lake_826

TLDR: New debit card was stolen from the mail by a criminal group who also created a fake ID using my info and used it to buy thousands of dollars of merchandise. Navy Federal Credit Union is useless and doesn't honor their fraud protection. Philippines police are useless and don't investigate. Everyone is useless. Do NOT bank with Navy Federal if you live in the Philippines.

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My debit card was about to expire so I messaged and called Navy Federal customer service multiple times requesting that they send the card via a courier with signature service and tracking (DHL, UPS, etc.) because any cards sent via First Class mail would almost certainly be lost or stolen from the mail.

They denied my request and sent it via First Class mail anyway.

Predictably, I never received the card. Last week I received a text from Navy Federal that the card was used to buy over $3200 worth of merchandise. The text asked me if I authorized the charge. I replied 'no' and immediately called Navy Federal to report the fraud and had the card frozen. After the card was frozen, the criminal attempted to use my card three more times that day. They still periodically try to use it (I get the notifications).

I went to the store and talked to the employees who told me that the criminal had a fake ID with all my information on it but with a photo of his face. He filled out the paper receipt with my info and signed my name on it.

I filed a police report the same day and sent that to Navy Federal as additional evidence.

Navy Federal denied the claim for the fraud that they were partially responsible for through their negligence.

So now I’m on the hook for over $3200. Needless to say, I’m looking for a new bank to do business with after almost 15 years with Navy Federal.

I filed an appeal and also requested that they send the documents they used to make their claim. I received an autoresponse one day later saying that "the documents used to evaluate your claim are attached" and of course nothing was attached.

I even spoke with a fraud manager who verbally told me that I'm correct but of course there's "nothing she can do about it". 

Navy Federal Credit Union is an absolute disgrace. I remember when it was the gold standard in customer service. 

Of course the Philippines police are useless. I followed up with the investigator who states that he can't get the security camera footage from the stores because of a "data privacy act". So basically criminals can get away with debit card fraud scot-free. 

If you have Navy Federal I HIGHLY recommend opening an account with a different bank. Navy Fed won't have your back. I've since found out that they just paid out $1.72 million in a class action settlement in 2025 due to denying debit card fraud claims. It seems they haven't changed their ways.

Under the reign of Dietrich Kuhlmann, who was appointed as Navy Federal Credit Union's CEO in 2022, the bank has increased profits by using AI to deny virtually 100% of debit card fraud claims from members who have their cards stolen.

There was actually a class action lawsuit against Navy Fed for unjustly denying claims that was settled for $1.72 million dollars in 2025. Yet the bank continues to deny claims to this day.

Many members (all of whom are either military veterans or related to military veterans) have been left on the hook for thousands of dollars in fraudulent charges with no recourse. The bank also refuses to provide any documentation used in making their decision to deny claims (likely because there isn't any).

This is despite the fact that Navy Federal advertises fraud protection for all their debit cards.

Shame on this SOB.

Someone stole my debit card and ran up over $3300 worth of charges before I was able to lock it down. Believe it or not, my first thought was relief because I thought Navy Federal customer service would take care of it without a problem.

Think again.

They denied my claim, leaving me on the hook for the full amount. They sent me a message stating that I can request the documents used in making their decision. Yet when I requested them they refused to provide them.

Since this exchange I've filed multiple appeals and all of them have been denied. I'm royally screwed. $3300 is a LOT of money to me. I've been late on many of my bills.

This sucks.

Navy Federal actually just paid out $1.72 million in a class action settlement over this very issue in 2025. It seems like they haven't changed their ways at all.

Navy Federal has the worst customer service of any bank I've ever done business with.