Consumer complaint received 2023-08-27
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hi, My name is XXXX XXXX the month of XX/XX/2023, Im a customer of NFC. while I was in California, I bought several things on the XXXX platform. I was in California for about three months. 
When I was finalizing the purchase in XXXX the delivery date did not appear until I put my credit card number and paid. As soon as I paid, the delivery date appeared. The delivery date was for the days when I was supposed to be back in XXXX, XXXX. When I realized that I was not going to receive the merchandise at the address where I was, I retracted the purchase. I did it because XXXX gave about forty-eight hours for that process. 
My surprise was great when on XX/XX/2023 I saw the {$61.00} dollars being charged to my checking account of my account at NFCU. I immediately reported the abusive charge by XXXX and mentioned that I had canceled the purchase two minutes after making it, which XXXX  allowed me to do so. 
The days passed and NFCU started the dispute process. Weeks later they contacted me to ask me about the purchase. I told them all the details. Also, I told them that the XXXX system did not give me the opportunity to print the date and time when I declined the purchase. I had contacted the people where I lived when I made the purchase, and they told me that they had not received any merchandise in my name from the XXXX company. Clearly, this was an abusive charge by XXXX. 
When I sent this message to NFCU apparently, I did not follow the bank 's protocols and sent it to my account with which I had paid WISh. According to the NFCU, I should have sent the message to Dispute a Recognized Card Charge, but I sent it to ATM/Debit Card Issues. NFCU never specified that I should send my message to that specific location. Also, after all, it is the same bank, and I never would have thought that this made a difference. 
The above does make a difference for the bank because shortly after they sent me a message saying : A notice was sent requesting additional information on XX/XX/2023. As of the request deadline, that information has not been received. A review of your claim has been completed and we did not find a merchant error. Unfortunately, the time frame that has lapsed between the date of the transaction posting to the checking account and your notification to Navy Federal regarding the dispute has prevented us from pursuing this matter further on your behalf. NFCU never read my message even though they were required to read all messages sent by customers and respond within two days, but they never did. 
This caused NFCU to charge the {$61.00} to me. NFCU did not advocate for me as it is supposed to. They simply washed their hands of it saying that I had not answered the message sent by them within the time established by their rules. 
I buy very often from XXXX, and I have had several incidents when they charge me for things that I have not bought, and the card used for the purchase is simply canceled and my money is refunded. 
Now, I am afraid to use my debit card because I am sure that the NFCU is not going to advocate for me. I demand my {$6100.00} dollars paid back to me. Thanks

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