Consumer complaint received 2023-07-28
Company: NAVY FEDERAL CREDIT UNION
State: PA
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:
In XX/XX/XXXX of 2023, I purchased a pair of XXXX luxury sneakers from XXXX. The shoes were marketed as authentic pair of XXXX shoes priced at {$330.00} plus {$90.00} in extra fees, for a total of {$420.00}. The shoes were shipped on XX/XX/XXXX and arrived to me a few days later. 
The shoes arrived absent of a size tag, within the shoe and the size, label and necessary information was ripped from the box. I questioned the authenticity and called the XXXX manufacturer. The manufacturer exclaimed that the shoes should have a 'product code ' that proves authenticity AND also the size should be listed AND whether it is a women 's shoe. I contacted the merchant and through a series of about 8 emails and photos exclaimed that I was dissatisfied with the product due to the shoe being TWICE the size of a women 's size 10 AND also the authentication markers were missing as per the manufacturer. I exchanged about 7 emails with the merchant, as they requested evidence that my claim was true. I detailed my dissatisfaction with the authenticity and also shared pictures of a women 's measured size US 10 as verification that this was not the item as described and I was unhappy with what was sent to me. The merchant finally sent an email WHILE I was away, they acknowledged fault and agreed to a refund under strict provisions that I pay more fees to return the item AND there was NO guarantee that I would receive a refund EVEN if I sent the merchandise back and had not followed a series of rules about the time frame AND also reporting a tracking number and emailing details to them. I was uncertain that I would receive a FULL refund for the counterfeit item without encountering addiitional FEES, so I involved my card company. The merchant agreed to the faulty merchandise, asked me to resend within 48 hours ( I was away ) and also mentioned NOT giving a refund had I not met their demands. I am happy to return WITH a guarantee of a refund. 
I called into NAVY FEDERAL to ask what should I do, I was told to try and settle the matter with the merchant. After so many emails, I decided to go into NAVY FEDERAL credit Union to dispute my claim and submit 8 pages of evidence. I was originally told i could not be seen by an employee EVEN while the telephonic process was ineffective. Later a manager called me to apologize for the fact that I had to return at a later date due to be denied service on a Friday. She exclaimed that they usually only service mortgages in the bank. I went in person ALSO because I was asked to upload the documents and the site didn't offer enough room for upload. Even after I visited the bank, submitted the paperwork through an associate the still failed to acknowledge receipt of my claim. They did NOT offer a temporary credit on the account and claimed they NEVER received the 8 page document of emails sent in my presence. Later I uploaded the documents and exclaimed my dissatisfaction with the product sent to me and how it had not met the standards described in the original agreement between self and merchant. Navy took two weeks, without further contact with me and closed the dispute with this reply " " We investigated your {$420.00} credit card claim against XXXX and didn't find an error based on : There was not enough supporting documentation or evidence to move forward in the dispute process. Please provide details regarding the return : shipping company used to return the merchandise and the return tracking number. '' As of the date of this notification, we closed your claim. '' I submitted documentation and pictures showing that this shoe was NOT a women 's size 10, the authentication labels had been removed from the shoebox, there was no size inside the shoe, and that the originally manufacturer stated that this shoe in order to check for counterfeit MUST have a product code for authentication purposes. After asking NAVY to investigate properly and consider the photos and merchants acceptance of wrong doing they closed my case without fully holding the merchant accountable for sending subpar goods that did not match the advertised product and failed to meet the standard set forth by the original manufacturer. The merchant did not prove that the item was otherwise counterfeit as it did not display the authenticity the product manufacturer described. I would like a full refund and I can return with the garneted that the merchant will not make picayune reasons why I am not entitled to a full refund for an item that is NOT a women 's sized 10 shoe as advertised. XXXX has a strict rule against counterfeit items purchased online and NAVY failed to investigate and rectify the matter fully and with diligence, simply dismissing my case without a full scope investigation

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