Managing My Account
How do I freeze/unfreeze my card?
If you temporarily misplace your debit card, freeze the card while you locate it. To activate, sign in to digital banking, select your debit card and click “Freeze Card.” Once you’ve found your card, unfreeze it just as easily.
Freezing your card isn't a notification that your card is lost or stolen, or that there have been unauthorized transactions on your account. It's simply a way to confirm no transactions can be made until you find your card. If your card is lost or stolen, or if you notice unauthorized transactions, please call 1-888-842-6328 immediately.
What are transaction notifications and how can I set them up?
Automatic transaction notifications are a great way to stay in the loop and protect your account. Sign up to receive alerts about things like debit card transactions or recurring payments. To set them up, sign in to your online account, click the “Account Services” tab, click "Sign Up for Account Notifications” and select "Cards" under the "Notifications" tab
Dispute and Fraud Claims
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 phone, secure online message, at a branch or by mail.
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.
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. 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.
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.
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 fraud online.
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.
At any branch where a Member Service Representative will assist you.
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.
Travel or Deployment
What should I do before traveling to safeguard my debit card?
Will I be charged any fees when using my debit card internationally?
Point-of-sale and ATM transactions made in foreign countries have an associated 1% fee per transaction.
How do I stop a debit card transaction from being authorized on my card?
Stop payments may only be placed on recurring transactions. If you’d like to place a stop payment on a recurring debit card transaction, you may do so by calling 1-888-842-6328, by visiting a branch, or by sending an eMessage through online Banking.
Are there any associated fees with debit cards?
International purchases and ATM transactions are subject to a 1% fee per transaction.
|First Class USPS new or replacement card||Free|
|First Class USPS system-generated PIN||Free|
|FedEx new or replacement card with self-selected PIN||$11.50|
|UPS, PIN only||$5.95|
How do I activate my debit card?
Debit cards can be easily activated via app, online, or by giving us a call.
Mobile App: Sign in to your Navy Federal mobile app, choose the checking account associated with your debit card and select “manage card”. Under card management choose, “activate card”.
Online Banking: You can sign in to online banking at navyfederal.org and select the “account services” tab to activate your card.