Consumer complaint received 2023-11-15
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
SUMMARY OF COMPLAINT I recently went online and purchased an XXXX from XXXX / XXXX : XXXX. After my purchase I noticed in my banking app that I was billed by XXXX XXXX XXXX XXXX XXXX for this XXXX. I immediately became concerned that this was a scam. I went to the website, and I noticed other things that confirmed my suspicion. This occurred all on XX/XX/XXXX. I called my bank Navy Federal Credit Union to report fraud. When I asked to report the fraud, I was told no, because they said that I was a willing participant in it. This was not true. They instead filed a dispute, but it was closed out due to insufficient information. Now I am out almost a {$1000.00} and I am looking for help to recover my loss and prevent this from happening to other veterans that bank at Navy Federal. I have provided a timeline of all the events that have transpired below, after the Summary of Complaint section. 

I am a XXXX XXXX veteran, and like many vets, I bank at Navy Federal Credit Union. I called Navy Federal and told them that I purchased an XXXX online but just noticed that I was billed by XXXX XXXX XXXX XXXX XXXX. I shared with the representative the numerous reasons why I had thought this was fraud beginning with me being billed by a door company, the many issues that I found with the website ( I listed the specifics below in the timeline ), like the About Us page, the Returns page, the Chat, the cheap products, the scam alerts, and everything else that told us that this was fraud. The Representative told me that this was not fraud this was a dispute. 

I told the representative that this was indeed fraud, but again she told me that this was a dispute because I willingly participated in the fraud. I argued that I did no such thing, but to no avail. I had to contact Navy Federal a couple of times to try to resolve my issue of fraud but ultimately, I was blamed for it. They never asked the vendor to prove that they shipped me an XXXX nor did they inquire into the vendor at all from what I can tell. My Dispute that they filed was closed out because of insufficient information. I never saw the dispute that was filed on my behalf. I can not tell the actual reason why the dispute was filed, since a proof of shipment was not requested. 

I am floored that Navy Federal did nothing with my complaint and blamed me for willingly participating in the fraud. They may have blamed me for being complicit, but they were complicit and negligent by ignoring and not acting on the fraud that victimized me. People are currently being frauded by this site now. There is no action that is being taken by Navy Federal after I reported the fraud charge to the best of my knowledge. Below is the timeline of events that supports my statement that it was Navy Federal Credit Union that was complicit in the fraud that cost me {$1000.00}. 

It goes without saying that I suggest an immediate return of my money with a credit card refund as a start to remedy this issue. It also should be asked of NFCU why they acted in the way that they did, why did they blame the victim for fraud? What corrections are they going to make so that this does not happen to other veterans. That will not make up from the loss of trust, but it is actions that makes sense, and they could take right now. 

TIMELINE OF COMPLAINT AND SUSPICIOUS CLUES FOR FRAUD XXXX XXXX I purchased an XXXX XXXX XXXX XXXX XXXX XXXX XXXX for {$980.00} from XXXX  XXXX I received XXXX Order Confirmations XXXX indicating shipping confirmations coming soon. 

XXXX XXXX I noticed that I was billed for an XXXX by XXXX XXXX XXXX XXXX XXXX. I have not received any shipping updates as promised plus I was billed by a door and window company for an XXXX. I suspect fraud. I look for more clues that this is fraud, and this is what I found : XXXX. Complaint from XXXX XXXX XXXX ( Screenshots Provided ) XXXX. ScamAdviser Alert Stating that this company has very low trust score. ( Screenshots Provided ) XXXX. Scam Detector Alert Advises caution due to low score. ( Screenshots Provided ) XXXX. Products primarily electronics and tractors strange product mix for door and window company XXXX. Some products priced way to low a. TV selling for {$60.00} b. Riding Lawn Mower for {$500.00} XXXX. Return Policy To be eligible for a return your item must be in the same condition that you received it, UNWORN or unused, with tags. Strange policy for a company that does not sell clothing ( Screenshots Provided ) XXXX. Return Policy under the Exceptions /non-returnable items Certain types of items can not be returned, like perishable goods ( such as food, flowers, or plants ),. Strange policy for a company that does not sell food or flowers or plants ( Screenshots Provided ) XXXX. About Us page vague in saying what products or services they sell. Sells itself as eCommerce Company using the best technology for the best browser search experience. Strange way to explain a distributor of door, windows, electronics, and tractors. ( Screenshots Provided ) XXXX. Contact Us page Our Customer Service Team will get in touch with you within XXXX business days. Quite the contrast of cutting edge technology for servicing customers in the About Us page. ( Screenshots Provided ) XXXX. Contact Us page When submitting messages, no email confirmation is sent saying that they received your message. Ultimately, they do not reply to email messages. This is the same for sending emails directly to XXXX from your own email or filling out the form on their website. 
XXXX. Chat page We typically reply in few minutes, is what you see on the chat page when you request to speak to a representative. Chat is for immediate communication that is made unavailable when agents are not available to assist. I implement these kind of tools for a living. 
XXXX. Chat page I was asked for my email address if I preferred not to wait for a Chat Agent. This is turning a chat service into an email service. Quite the contrast of cutting edge technology for servicing customers in the About Us page. 
XXXX. Chat page I started a chat session by requesting the status of my order. I waited for about XXXX minutes and the agent asked for the order number. I gave them my order number immediately but never heard back from the agent after being in chat for XXXX minutes with repetitive pings of Are you there? 
XXXX. Chat page I started another chat session on a different day requesting cancellation of my order at XXXXXXXX XXXX CST. I waited for an hour and a half and the agent asked for my order number at XXXX XXXX CST. I gave them my order number and waited another hour and a half and they told me that I will receive an email update at XXXXXXXX XXXX  CST. I then asked them if they cancelled my order, and they asked me again for my order number at XXXXXXXX XXXX  CST. I tried to continue the conversation, but no one responded any further. 

XXXX XXXX I contact Navy Federal Credit Union and told them that I need to submit a complaint for fraud. They said that this is not fraud because I knowingly participated in this so this would be considered a dispute. I explained that I was NOT complicit or willing to commit fraud, I am a victim of fraud. They argued until I relented. I dont care what you call it but get my money back became my demeanor. 
Keep in mind that I am a XXXX XXXX XXXX veteran and I have a checking account, credit card, and my mortgage with Navy FederaXXXX. I pay off my credit card every month and I have made XXXX XXXX XXXX in overpayments on my mortgage. My credit score is XXXX. They know all of this about me, but they still accused me of participating in fraud. They serve other current and former military, what are they accusing them of, if this is how they accuse me? 

XX/XX/XXXX We cancelled my credit card. A card cancellation is not necessary in a dispute. The only time that you should need to cancel your card is if youre concerned about fraud. So, it is strange that Navy Federal will cancel a credit card for a dispute, but we did. 

XX/XX/XXXX I sent an email requesting a status update from my own email and I sent another email using XXXXXXXX XXXX XXXX. I did not get a response from either. 

XX/XX/XXXX I started a chat session by requesting the status of my order. I waited for about XXXX minutes and the agent asked for the order number. I gave them my order number immediately but never heard back from the agent after being in chat for XXXX minutes with repetitive pings of Are you there? 

XX/XX/XXXX I ordered a new XXXX from XXXX XXXX. 

XX/XX/XXXX I received my new XXXX from XXXX XXXX. 

XX/XX/XXXX I receive an email stating that they need more information for my dispute. I called Navy Federal and spoke to a representative. I voiced my concern again that this is being handled as a dispute when it is fraud. The agent accused me of my willingness to participate in fraud. I asked what additional information could be needed based on what I already provided. They did not know but suggested that I would add my order confirmations that I received from XXXX XXXX, so I did. I kept on insisting that this is a fraud case, and it should be treated as such. 

XX/XX/XXXX I received an email stating that my dispute has been closed. I immediately called Navy Federal. I asked the representative if I can receive a copy of the proof of shipping of the XXXX that XXXX XXXX provided. They said that they did not have it. I asked how they closed this out if they did not get the proof of shipping. I was then told that it was closed because of the lack of evidence. The basic tenant in a shipping dispute is proof of shipment. Seeing how this was not pursued I am unsure what was filed under the dispute. I am out of a XXXX dollars because this financial institution chooses to ignore fraud. Navy Federal was a willing participant in my fraud not me. 

XX/XX/XXXX I sent an email requesting cancellation from my own email and sent another email using XXXX XXXX website. I did not get a response from either. 

XX/XX/XXXX I started a chat session that lasted for XXXX hours. Received XXXX responses from the chat agent. Twice they asked me for my order number, which was already posted in the chat. Once, they replied that I will receive an email within hours for a Cancellation. I Never heard back from the agent, nor did I ever receive any emails. 

XX/XX/XXXX XXXX sent an email requesting cancellation from my own email and I also sent an email using XXXXXXXX XXXX website. I did not get a response from either. 

XX/XX/XXXX I started a chat session that lasted almost XXXX hours. Did not get any response this time with a chat agent. 

XX/XX/XXXX I started a chat session that lasted almost XXXX hours. Did not get any response this time with a chat agent. 

XX/XX/XXXX Now I am pursuing a remedy to resolve my issue.

Company response to consumer: In progress