Consumer complaint received 2018-05-02
Company: NAVY FEDERAL CREDIT UNION
State: AZ
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:
On XX/XX/XXXX I contacted Navy Federal Credit Union to file a dispute on a transaction that was preauthorized on XX/XX/XXXX and cleared my account on XX/XX/XXXX in the amount of {$1500.00} to XXXX XXXX XXXX. On XX/XX/XXXX my claim was denied and was advised a letter would be sent out within 3 business days of decision. I contacted Navy Federal on XX/XX/XXXX and spoke with XXXX who I requested to speak with a Supervisor regarding the decision. I spoke with XXXX who stated that she was the supervisor. I inquired about the decision that was made and requested documentation of investigation outcome. I was advised that Navy Federal DOES NOT provide this information to their customers. After reviewing the User Agreement 606 it states that I may ask for copies of documents used in the investigation process. The resolve XXXX stated was that she would submit an appeal of the case and that I would have to provide additional documents to support the claim which I am in the process of doing. 

I reached out a second time and requested the fraud department and spoke with XXXX who advised me that typically they have to have all documents as per the XXXX agreement they have. I probed for additional information regarding documentation and XXXX advised that he does not have access to that information and that he would forward my request. 

I think spoke with XXXX who is a Supervisor in the Contact Center who advised me that because I am the owner of the vehicle that I would not be able to dispute the claim. In my original claim I advised that I had not received any documentation from the dealer to legally register my vehicle in the state of AZ which would require a title and registration. XXXX stated that since the vehicle was not purchased in full that it was not the responsibility of the party to provide title. I attempted to explain again that I have recently moved to another state and in order to legally drive a  vehicle with said lien against that I would need the proper documents to register vehicle and drive legally. I also advised that XXXX XXXX XXXX stated that they were picking up the vehicle since the contract was not executed correctly. XXXX ignored all requests to provide any additional documentation during the dispute process and advised me that " If I continue talking to her like an XXXX that they will be unwilling to assist me in this process ''. After these comments were made I requested to speak with a Supervisor in the Fraud/Dispute department. I was then transferred to XXXX who stated that he was the Supervisor in the Resolution Department. XXXX was unhelpful in explaining why I was unable to receive documents that were requested although it is outlined in their User Agreement. XXXX implied that I'm complaining because I'm not getting what I want and refused to transfer me to the correct department that handles request and disconnected the call. 

I have advised Navy Federal Credit Union that I would provide documentation to support my claim as the response I received from them just states that " A dealership is not obligated to provide title unless paid in full '' and if contract is canceled that I would have to provide documentation outlined in said contract to process accordingly. 

At this point I believe that I have been discriminated against due to the status of my checking account currently. My checking account is in the negative and as of XX/XX/XXXX I received a call from the Collections department regarding my checking account. The dispute process states that it can take up to 45/90 days to resolve however my case was denied in less than two business days and I have not been provided the proper documentation regarding the investigation process. I attempted to reach out to XXXX directly which then transferred me right back to Navy Federal Credit Union. I have been a member since XX/XX/XXXX and have not had any issues with merchants with exception of one that inevitably was resolved in my favor.

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