Frequently Asked Questions

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 person-to-person (P2P) transaction?

Maybe. P2P transactions (Zelle®, Venmo, Square Cash, etc.) can only be disputed if the funds didn’t transfer correctly. You can’t dispute a transaction because you didn’t receive the goods you expected.

How do I file a billing dispute?

You can file a billing dispute 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: PO 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: PO 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.
• 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.
• Visit a 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
    PO Box 3503
    Merrifield, VA 22119-3503

Remember—you’re covered under our Zero Liability policy for any confirmed unauthorized transactions.

How long will it take to resolve my billing dispute or fraud claim?

If we think it will 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, visiting a branch or 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, visiting a branch or 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 are ready to use.

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

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 simply 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 confirmed unauthorized transactions.

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.

What’s my daily purchase and ATM withdrawal limit? 

The daily transaction limit for purchases is $3,000 for all types of checking accounts except Flagship Checking, which has a daily purchase transaction limit of $5,000. The daily ATM withdrawal limit is $1,000, which includes withdrawals at our proprietary ATMs, manual cash at our financial institutions and cash back with a purchase at participating merchants. Daily limits may vary for other types of transactions. Generally, there is no limit on the number of transactions that can be performed per day. However, for security reasons, we reserve the right to impose other limits on the transactions you may make using your debit card. 

 Where are ATMs located?

Our ATMs are located nationwide and are free to use. 

How can I get cash back at the register?

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