Consumer complaint received 2019-06-14
Company: NAVY FEDERAL CREDIT UNION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
The following scenario was explained to my bank Navy Federal Credit Union and supporting documentation of emails to and from XXXX XXXX as well as XXXX   Claims forms were uploaded on XX/XX/2019. The situation is as follows : ***Undelivered order : XX/XX/2019 order # XXXX {$340.00} XX/XX/2019 order # XXXX {$140.00} XX/XX/2019 order # XXXX {$190.00} XX/XX/2019 order # XXXX {$220.00} An email stated my packages were delivered on XX/XX/2019 for orders # XXXX and XX/XX/2019 for order # XXXX. Upon not receive the first 3 orders, I contacted XXXX  XXXX on XX/XX/2019 and was told I needed to complete claim forms for XXXX and email them back to XXXX XXXX. I waited a few days and then did not receive the final order so I filled out the claim forms and sent them to XXXX XXXX at XXXX XXXX on XX/XX/2019. I received a response from XXXX at XXXX XXXX on XX/XX/2019 stating that XXXX confirmed that the shipments had been " lost in transit '' and she asked if I wanted them to reship the orders or issue a refund. I asked or a refund. The refund was not issued so I attempted to contact XXXX XXXX again via email on XX/XX/2019 and received a generic message stating they would get back to me. At this point I filed a chargeback with my credit card company. XXXX XXXX claimed to them that the merchandise was delivered despite advising me otherwise in both an email and in response to a XXXX complaint. The merchant confirmed through both mediums that it was not received and that they indeed offered reimbursement. 

*** On XX/XX/2019 the provisional credit placed on my account by Navy Federal Credit Union was reversed. I called them that very day and was told that my claim was entered as " merchandise not received '' as opposed to " refund not issued. '' I was told to resubmit the documents and the claim would be reissued and I should have an answer in 7-10 days. I hadn't received a verdict so I contact NFCU XX/XX/2019 and was told that because the merchant stated the product had been delivered that they could not resubmit the chargeback and that I would have to take it up with the shipper. I told them I had already filed a claim through the merchant with the shipper ( XXXX ) and was informed that XXXX processed and reimbursed the claim to the merchant ( XXXX XXXX XXXX stating that the merchandise was " lost in transit ; '' at which time I received an email from XXXX XXXX XX/XX/2019 stating they would issue a refund. Navy Federal then proceeded to tell me that there was nothing they would do be able to do from this point forward despite the overwhelming evidence including correspondence from the merchant and the shipper stating that I did not receive the package. 

This is unacceptable, you expect that when a merchant does not deliver goods or at the very least if they offer reimbursement for a legitimate claim that they would keep their word and refund the customer 's money and that Navy Federal would advocate for their customer. I did everything I was supposed to do as the consumer ; I contacted the merchant, filled out the claims forms, requested refund, waiting for said refund, filed with my bank when refund was not received with all pertinent documentation and because of Navy Federals mismanagement this predatory merchant is essentially getting away with fraud. I have never received such poor customer services from a bank. Navy Federal now claims they can not seek reimbursement because of the initial filing was coded incorrectly. Being that it was their mistake, they should rectify this issue.

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