Consumer complaint received 2019-01-30
Company: NAVY FEDERAL CREDIT UNION
State: FL
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:
1. There was ever only one signed document on XX/XX/XXXX, bearing my signature to authorize a Refundable Security Deposit/Breakage deposit in the amount of XXXX  GBP ( {$320.00} USD ) to XXXX. 

2. Per XXXX  Terms and Conditions, the Refundable Security Deposit/Breakage deposit is purposed to cover any damages from within the apartment and is refunded once all keys are returned and the apartment is checked over for damages. Since there were no reported damages in the apartment, and all keys and parking passes were returned as required the Refundable Security Deposit/Breakage Deposit -- in the amount of XXXX GBP ( {$320.00} USD ) needs to be returned. 

3. As indicated on the receipt dated on XX/XX/XXXX, this unauthorized charge does not have my signature and I was not present to authorize or sign. 

4. NFCU failed to provide the Zero Protection Liability coverage after I provided substantial proof that I did not authorize the fraudulent charges which was posted to my account. 

5. NFCU failed to provide additional protection from fraud and unauthorized use of my NFCU Platinum Credit card, which features an embedded encrypted microchip that when used at chip-enabled card readers, the card 's fraud protection kicks in. 

6. By Fla. Stat. Ann. 501.0118 ( 2 ), NFCU and VISA failed to provide and protect me from fraud and unauthorized use of my NFCU Platinum Chip-Enabled Credit Card with Zero Liability and embedded encrypted microchip by printing/displaying my entire credit card number on the receipt allowing the merchant to freely enter fraudulent and unauthorized charges. 

7. I never received or signed XXXX  Terms of Agreement document. 

8. NFCU never provided me with NFCUs terms and guidelines for proceeding to arbitration.

9. NFCU never provided me with VISAs Guidelines for determining eligibility of arbitration. 

10. Please notice the discrepancies on the receipts on XX/XX/XXXX and XX/XX/XXXX : - There is no signature on XX/XX/XXXX. 
- The credit slip has the exact same authorization code ( XXXX ) as the receipt dated XX/XX/XXXX, except a K indicating that the slip was keyed not swiped or chipped. 
- My FULL credit card number appears on both receipts. 
- I was not present to authorize this transaction ( CUSTOMER NOT PRESENT ) - This transaction was run at XXXX XXXX  prior to my check out time at XXXX XXXX. 

According to Navy Federal Credit Union Credit Card Pricing Terms, page 2, item 2, under Your Agreement With Us : 2. Cardholder Signature. Your card is not valid unless it is signed. Sign the back of your card immediately upon its receipt. I NEVER SIGN ANY OF MY CREDIT OR DEBIT CARDS. My unsigned NFCU credit card, was presented for payment for a REFUNDABLE SECURITY DEPOSIT. My information was collected and not never secured by chip technology. The card reader printed my FULL CREDIT CARD NUMBER WHICH IS PRINTED ON THE RECEIPT. The merchant XXXX fraudulently misappropriated funds for a refundable breakage deposit to be used for trumped up charges of nearly {$1000.00} for a fictitious extra person on a fully paid reservation. 

As with all my other credit and debit cards, this card was never signed by me : immediately upon its receipt from NFCU, when it was activated, nor when it was submitted for use as a Refundable Security Deposit/Breakage deposit in the amount of XXXX GBP per stay. 

I am appealing to the CFPB and the NFCU Executives ( XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX ) for help with removing these unauthorized charges placed by the merchant XXXX. NFCU decided to put the MERCHANT before the MEMBER in this matter without providing any written explanation as to why and how. I do not have {$1000.00} that I can give away to fraud. In light of all the documentation I presented, NFCU removed ALL of the documents I submitted, and is preventing my case from proceeding to arbitration. Because time is and has been of the essence, I am submitting this letter and documentation to be within the 6-month window from when this horrible nightmare which began with the fraudulent use of my credit card. In good faith, I have asked for these charges posted to XXXX of $ XXXX- XX/XX/XXXX ( less the {$640.00} refund made on XX/XX/XXXX ), and the {$320.00} - XX/XX/XXXX ; {$330.00} on XX/XX/XXXX and most recently the duplicate fraudulent charge of {$320.00} re-posted to my account on XX/XX/XXXX.

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