Frequently Asked Questions

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

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 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.

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.

What should I do before traveling to safeguard my debit card?

You can set up a travel plan through our mobile app or online banking. Be sure to let us know the dates you’ll be traveling and every place you’re going, including any layover stops.

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 can I change my PIN?

If you’d like to set a new PIN, you can do so by going online, by visiting a branch or by calling 1-888-842-6328.

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.

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”.

Phone: 1-800-531-9561

I can’t find my debit card. How do I get a new one?

Debit cards can be instantly issued at all Navy Federal branches, both domestic and overseas. Cards are issued on the spot, are active and ready to use.

You can also request a new card online through our website or mobile app.

If you’ve misplaced your card, you can freeze it while you locate it. Freezing a card isn’t a notification that your card is lost or stolen, or that there have been unauthorized transactions on your account. It’s a simple a way to confirm no transactions can be made until you find your card. Please call 1-888-842-6328 immediately if you notice unauthorized transactions or if your card is lost or stolen.

My debit card is expiring. How and when do I get a renewed card?

Navy Federal Credit Union will automatically mail you a new debit card to your address of record before your current card expires. Please be sure that your address is up-to-date by signing in to the Navy Federal app or through our website.

The date of delivery is dependent on the postal service in your area.

Will my PIN change with a renewed debit card?

No. You’ll be able to use the same PIN you had on your previous card. However, if you’d like to set a new PIN, you can do so online, by visiting a branch or by calling 1-888-842-6328.

Can I use my Navy Federal Debit Card with a mobile wallet?

Yes. You can securely store your Navy Federal Debit Card to make purchases at a store with your mobile device or online using Apple Pay, Google Pay or Samsung Pay.

Is my card safe when using a digital wallet?

Yes. When you use a mobile wallet, your Navy Federal Debit Card number isn’t stored on your phone or given to the merchant. A unique digital code is created specifically for that device. You also have the assurance of our Zero Liability policy—you won’t lose a cent due to unauthorized charges.

How do I use my Navy Federal Contactless Debit Card?

Contactless debit cards are great for speedy transactions like at a coffee shop or when boarding a subway.

Look: Make sure your debit card has a contactless indicator and look for the symbol on the store’s checkout terminal.

Tap: When prompted, bring your card within a few inches of the contactless symbol.

Go: You’ll hear an “okay” beep, see a checkmark or green light, then you can go!

Is my Contactless Debit Card safe?

Contactless cards are significantly more secure than magnetic-stripe cards.

Can I use my Contactless Debit Card at registers that don’t accept contactless cards?

Yes. Simply insert your chip or swipe, as required by the merchant’s terminal.

How can I get cash back at the register?

You can quickly get cash back at participating merchants by entering your PIN and requesting cash back.

Where are ATMs located?

Our ATMs are located nationwide and are free to use.