Consumer complaint received 2019-04-15
Company: NAVY FEDERAL CREDIT UNION
State: DC
Product: Credit card or prepaid 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:
I filed a credit card billing dispute through Navy Federal Credit Union 's ( NFCU ) billing dispute system on XX/XX/2019. I submitted documents related to the dispute on the same day through secure messaging on their website and also by fax. I received a secure message from NFCU on XX/XX/2019 confirming that they had " received '' and are " reviewing '' the documents. I subsequently received a letter through regular mail from them, asking me to contact them to answer whether or not I attempted to resolve the dispute with the merchant prior to filing the dispute with NFCU. I called NFCU the same day, and I confirmed to the representative I spoke with that I did indeed attempt to resolve the dispute with the merchant prior to filing the claim. She then told me to disregard the mailed letter and to expect a follow-up letter containing the results of my dispute. 
After receiving no such letter, I called NFCU and asked for the dispute results. The representative told me that my billing correction request was denied without offering an explanation. I then asked to speak with a supervisor. After a lengthy hold, I spoke with the supervisor. She denied that NFCU had received the dispute-documents. After explaining to her that I had received written communication that the documents I submitted were properly received, she asked me to send them again. I sent them again by secure messaging through NFCU 's website. She then said that she did not receive them. I sent the documents again, and again she denied receiving them. I sent them another time. This time, she confirmed receipt but immediately claimed that I had no right to recover the payment. She assumed that I was saying I was unhappy with the results of the Mediation, and that is why I want my money back. I said no such thing, nor did I intimate anything like that. I want my money back because the attorney violated the retainer agreement : ( 1 ) She refused to continue work on the Mediation without extra payments from me despite our written and verbal agreement of a {$2000.00} fixed fee for the Mediation. ( 2 ) She refused to file the petition that was offered and accepted during the Mediation unless paid more money.

( 3 ) She ceased work immediately without providing the 10-day notice required by the terms of the retainer agreement/contract. 

I explained this to the NFCU supervisor but I don't think she understood the situation. I told her that I would be sending a formal Fair Credit Billing Act letter. I mailed the letter to the " Billing Inquiries '' address through the United States Postal Service on XX/XX/2019. After more than 30 days had passed without NFCU confirming receipt of the letter, I sent NFCU a secure message through their website on XX/XX/2019. As of XX/XX/2019, they have not replied to my secure message, nor have them confirmed receipt of my Fair Credit Billing Act letter.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation