Consumer complaint received 2023-05-01
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: Overcharged for something you did purchase with the card

Complaint:
I am writing to seek your assistance with XXXX 's abusive business practices against the District of Columbia residents. XXXX has zero accountability to its customer base. I reserved a XXXX vehicle almost 5days in advance for XXXX Sun XXXX XXXX to XXXX Mon XXXX. I advised the XXXX representative that I was taking the vehicle out of State to NY to bring my daughter to her college admissions appointment. I advised the rep I've had recurring issues with their vehicles lacking proper maintenance i.e. : low battery, low fuel, NO windshield wiper fluid, and extremely filthy vehicles. I wanted to ensure everything would go smoothly for our trip on Sunday. The rep assured me the vehicle had been serviced and all would be well. The morning I picked up the vehicle it was filthy, and most importantly, it was missing the XXXX XXXX device which we didn't realize until we had passed a bridge toll in NJ. I immediately had my daughter call " customer support '' while enroute and they assured me they reported the XXXX XXXX device stolen and that I would not be responsible for the tolls. The rep even noted her confirmation of this in her notes which I confirmed with several other XXXX XXXX. I arrived at XXXX at XXXX and we parked the vehicle in a garage. The vehicle was picked up again at about XXXX and we were back on the road. I arrived to DC and when I proceeded to park the vehicle in its home location ( behind my building at XXXX XXXX XXXX XXXX ) on XXXX XXXX the space was unavailable. I immediately called XXXX and informed them, and they approved that I could park the vehicle at another legal location. While on that call the rep confirmed the prior rep 's notes in my account detailing my trip report ie : filthy vehicle and missing XXXXXXXX XXXX device, her notes that I would NOT be charged and that she had reported the XXXX XXXX device stolen. Despite his confirmation, he proceeded to inform me I was given WRONG information and that I WAS responsible for the tolls. I parked the vehicle and advised the rep. I then called back to speak with another rep to cancel my membership for the next billing cycle which is this month. This morning I received an erroneous text from XXXX asking if I needed " more time '' on the trip. I called back into customer support and the rep informed me the trip had ended on time and I should not worry about any late fees. I also inquired about my report RE : the XXXX XXXX toll fees, he confirmed the prior rep informed me I would not be charged and that the information she provided was incorrect. He said he was escalating the matter to attempt to provide me a resolution. I was NEVER informed that the trip fee had been increased to {$300.00}! Originally the trip was a {$100.00} dollar trip for a full day XXXXSun-XXXXMon. XXXX is charging me overage miles : XXXX miles ( XXXX ) for {$160.00}. The vehicle was parked in a Garage from XXXX to XXXX. I do not understand how they are claiming overage miles? I have my garage reservation confirmation. I would like a full refund of the {$290.00} and XXXX to take accountability for its employees misleading communications regarding the XXXX XXXX toll fees.

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