Consumer complaint received 2017-05-13
Company: NAVY FEDERAL CREDIT UNION
State: VA
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: Overcharged for something you did purchase with the card

Complaint:
ISSUE : Request assistance in getting refunded {$420.00} of the full purchase price of $   XXXX  for Web Order Number :  XXXX   XXXX  WATCH  XXXX   XXXX    XXXX   XXXX   XXXX   XXXX   XXXX  Part Number :  XXXX .     Attempted to resolve issue directly with  XXXX  on multiple occasions from  XXXX   XXXX   XXXX . Then sought resolution by submitting request to open an investigation   XXXX   XXXX   XXXX  with credit card issue r (   See Attached FILE  XXXX  ). Credit Card issuer applied a temporary credit back to my account on  XXXX   XXXX   XXXX .  Below  is the last reply to credit card issuer in response to correspondence informing of action from response from  XXXX   ( See Attached FILE  XXXX  ).     NAVY FEDERAL CREDIT UNION Credit Card Chargeback and Resolution   XXXX   XXXX    XXXX   XXXX , VA  XXXX   RE : NFCU Correspondence Cre dit Card  Dispute  with  XXXX   Online  dated  XXXX   XXXX ,  XXXX  Request an extension to suspense to reply to keep case open stated o n NFCU correspondence referenced on subject line. I have returned from a trip to Florida and today opened the NFCU correspondence with a suspense t o respond by  XXXX   XXXX ,  XXXX .     Based on the evidence provided and  NFCU  correspondence dated  XXXX   XXXX ,  XXXX , I had no expectation of receiving any other action regarding this case and quite surprised o f NFCU r esponse to remove the temporary credit.      XXXX   Response  :  Dated   XXXX   XXXX ,  XXXX , states The customer also received credit in the amount of {$50.00} for the  XXXX  + for the original watch to the original form of tender. Also stated There is no record of the customer returning the  XXXX  Watch  XXXX   XXXX    XXXX   XXXX   XXXX   XXXX  Ny.      Rebuttal  : Evidence presented is self-evident clearly showing that both of these statements are false. I have provided invoice evidence that I have paid twice for the same  XXXX   XXXX   XXXX   Watch.  Simple question for  XXXX  is to show where I have been reimbursed for the remainder of the  Online Credit  {$470.00} minus the {$50.00}  (  which was refunded correctly to original tender ) of {$420.00}.     The evidence provided shows clear and unmistakable error by  XXXX  for non-refund of a returned  XXXX  product in accordance with  XXXX  Sales and Refund Terms and Conditions listed under  XXXX  tandard Return Policy  XXXX  Watch Returns.      My expectation is for  NFCU t o fairly act, based on the preponderance of facts provided, to make temporary credit final to fully reimburse my account for the returned  XXXX  product. If this action is not resolved based on the evidence provided I will seek resolution from the   Consumer Finance Protection Bureau ( CFPB ).
Your assist  ance in this matter is greatly appreciated.

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