Consumer complaint received 2018-03-07
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
In XX/XX/XXXX I applied and was approved for a Navy Federal XXXX XXXX card with a limit of XXXX. I also was informed of a promotional offer of XXXX bonus points if I spent XXXX or more within 90 days of my account opening. I followed all instructions. I was followed up on several occasions to XXXX XXXX via Telephone conversation at the Credit Card Contact center as well as via the XXXX XXXX XXXX in XXXX, CA. I was assured on many avenues that the points would be posted to my account and that I just needed to allow 6-8 weeks after the 90-day period from account opening. As of today, I still have not received those bonus points on my account. I spoke with a Navy Federal Representative on XX/XX/XXXX who stated he would be opening a case for me to have those bonus points credited to my account. That representative never created a case for follow up. On XX/XX/XXXX I was advised I was not eligible for the bonus offer. I spoke to many people including XXXX a supervisor and was told that they would not do any additional research on my request except as for the department to make an exception for points which would probably be declined. I asked XXXX if she reviewed all my phone calls from the start of my calls to Navy Federal ( First call being on XX/XX/XXXX. She stated she reviewed the last five calls and unless I gave her a specific date she would not spend any more time ) As a valued member of Navy Federal Credit Union I'm very disappointed in her lack of support for resolution. I know that I was told on several occasions and assured that I was getting these points. I was also led along. Never once in my interaction until today XX/XX/XXXX was I told I was not going to be eligible for those points. 

I'm also disappointed that a manager level employee at the Bank would not be willing to do the right thing and research my calls back to 1XX/XX/XXXX to find the conversations that I was lead on by the bank. I felt as her lack of understanding, making comments that she has done enough research and spent enough time that she was ultimately calling me a liar, and presuming that I had a false claim about being misled about these points. 

Here are the following dates I had conversations with Navy Federal.  This data is coming directly from my carrier. I'm still working on getting call Data from XX/XX/XXXX to present to cite in my complaint. This will be available in the next couple days per my Cell Phone carrier. 

XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX   XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX  XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX  XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX  XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX  XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX   XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX  XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX {$0.00}

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief