Consumer complaint received 2023-10-15
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Credit 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 charged {$30.00} to a company XXXX on my navy federal credit card. They sent a receipt stating $ {$30.00} was the total charge. Then I received another receipt stating my card had been charged for {$37.00} They had increased the charge when they posted to my credit card. I then checked the company name XXXX  and Many sites said it was a company in XXXX, it was a scam. I called Navy federal and asked that my number be changed as they had my credit card number, Navy federal overnighted a new credit card which I received and told me when the charge posts, to call back and create a chargeback. When the charge posted to my account I called Navy Federal during the day and provided the chargeback information. They stated they will transfer me to the fraud unit and stated it would be an hour 's wait. I said you have the information, to wait an hour is unreasonable. She stated sometimes it takes 4 hours to speak with fraud. I said you are not making yourself available to report fraud and you have a policy which states : What's Zero Liability? 
The Zero Liability policy is our commitment to get your money back, often the same day, when youre a victim of fraud. Well investigate your fraud claim on your behalf and issue you a provisional credit. The Zero Liability policy only covers transactions that have been confirmed by Navy Federal as fraudulent and that are reported to Navy Federal in a timely manner. You must report suspected fraud as soon as possible.-I stated not exactly the case if you are forced to wait to report. You are not making yourself available to report and many may just not report the fraud because of the required wait. It is up to Navy federal to have the staff available to allow reasonable reporting in a reasonable amount of time. She stated I might try in the middle of the night. So she said is there anything else I can help you with? I said no having given her the fraud information. I wrote the CEO of navy federal stating that 1 hour, 4 hours is unreasonable to wait to report a fraudulent charge. That they have to be available to receive and process a fraud complaint. At XXXX I got up and tried to speak with fraud again. Again I provided the navy federal representative with all pertinent information qualifying as reported. Again I was told I would have to wait on line and the wait is 2 and a half hours now to speak with Fraud. I said you have the information needed for the fraud. I am XXXX XXXX XXXX and very sick with illness and they expect me to stay up in the middle of the night so get clearance from fraud before they can refund my money. I said this is not right, you are steering people away from necessary reporting under the rights under the law. Again is there anything else I can help you with.I said it has been reported. I contacted the CFO again and updated her again that they were not available to receive complaint of fraud when exercising my right to chargeback. At XXXX I tried again and fraud said 15 minutes and they will call me back. They did, looked at the notes and stated the money will be credited back to my account. I said I have the receipts showing fraud. They said they will not be needed, the money will now be refunded. I said OK. At XXXX the next day the money had not been credited as they stated it would. I received a call the day before by Navy federal executive staff. I said it tou have to wait 4 hours to report fraud, you are not making yourself available and you are violating your own zero liability policy which is published. I said the reason being you did not hire enough people to permit the customers their right to report fraud under the laws. You are steering people away from reporting fraud. She said we are looking at that. I said it is not your reputation to obstruct card hoplders by making them wait 2 and a half and three hours to speak with Fraud after it has already been reported to navy federal staff several times. She said I am happy you got through at XXXX after waiting 15 minutes. While navy federal executive staff looks at this, all persons exercising their lawful right to report fraud are required to wait online 2 and 4 hours most of the time. The fraud unit stated that they do not need my eviudence, that navy federal will return my money. The next morning I could see no credit to my account. I called again at XXXX and it was a 2 and half hour wait and I said I want a call back. Someone did them call me back and I asked why my account was not credited, that this was resolved yesterday. She now stated that we will have to do an investigation. I said you doid not want the evidence which proves the fraud, that the issue was settled and my money would be returned. Now she changed what I was told the day before to it can take 10 days for us to investigate, that if they need the evidence they will ask for it. I said you have reopened the matter after it was settled. Now I would like the money returned after your zero liability policy. She stated that the fraud unit has no authority to return the money. I said OK, we are now going backwords. 

XXXX XXXX XXXX XXXX  XXXX- {$37.00}

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