Consumer complaint received 2018-04-04
Company: NAVY FEDERAL CREDIT UNION
State: SC
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:
On XX/XX/XXXX I filed a dispute to Navy Federal Credit Union ( NFCU ) for two charges : ( 1 ) {$2200.00} and ( 2 ) {$1300.00} to vendor ( XXXX XXXX ).

They were charged to develop a high-end luxury marketing branding package to include a custom website design and its functionality with XXXX XXXX for XXXX. WE EXPLAINED TO THE VENDOR - ANYTHING WOULD NOT MEET OUR REQUIREMENTS. WE SENT THE VENDOR " QUALITY '' EXAMPLES THAT WOULD MEET OUR EXPECTATION. Which, the vendor agreed to adhere to our designing quality requirement.

We hired XXXX XXXX on XX/XX/XXXX with a delivery timeline for ( 7 ) Weeks. An approx. delivery date of XX/XX/XXXX. However, they did not adhere to our contract ; making it voided.

Outside of this now voided contract - we extended to the vendor 4 additional opportunities to deliver - the vendor failed to perform. At this time we requested a refund. Our contract was voided by the vendor on XX/XX/XXXX

We consulted with our bank ( NFCU ) and was instructed to file a credit card dispute claim. Which was filed on XX/XX/XXXX.

OnXX/XX/XXXX, we received a written communication via USPS from NFCU, stating they would be conducting an investigation and to provide information by XX/XX/XXXX. However, we had already provided detailed documentation to their attention via the online messaging system at NFCU.org and via their fax number - XXXX on XX/XX/XXXX.

NFCU had no knowledge of our documentation.

Once again, we re-faxed our documentation and uploaded our documents in their messaging system.

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- NFCU 's messaging system communication on XX/XX/XXXX reflected the following information : **** [ Navy Federal Response XX/XX/XXXX : Thank you for your eMessage. The chargeback was submitted onXX/XX/XXXX. The merchant has 45 days to respond from that date so you will not have anymore correspondence via mail with us until we hear back from the merchant. If you have further questions, please let us know. ] If you notice : they reflected aXX/XX/XXXX chargeback submission date. THIS IS AN ERROR. We submitted our chargeback dispute on XX/XX/XXXX - XXXX EST ( XXXX XXXX  ).

When I asked them to clarify this wrong date -- they failed to respond.

-- -- -- -- -- -- -- -- -- -- -- - NFCU 's messaging system communication onXX/XX/XXXXreflected the following information : [ Navy Federal Response XX/XX/XXXX : Thank you for your follow-up eMessage, XXXX XXXX. The dispute process may be lengthy. As soon as we hear back from the merchant, we will communicate the information to you. The merchant has 45 days from XX/XX/XXXX to respond. If you have any additional questions, please let us know. ] Again, they are using the wrong date of XX/XX/XXXX. The merchant should have been given 45 days from XX/XX/XXXX. XX/XX/XXXX would be the 45 day end period.

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From XX/XX/XXXX to Today,XX/XX/XXXX, I have received NO formal written communications via USPS or any other mail delivery services. In addition : there has only been two e-Messages from NFCU ; as shown above.

However, on XX/XX/XXXX I called NFCU to obtain a status update on the chargeback dispute and I was told that the case had been closed. At this time, I asked to speak with the handler of this case and I was denied. I was able to speak with a XXXX  and a XXXX and both told me - that the case could be re-opened. At this time, XXXX  transferred me to a XXXX. They stated : they sent me documents to respond to ; yet, no documents were received and when I kept asking them ... what was required - they could not tell me.

XXXX initially stated, she would need to get a statement from me on this day to proceed forward ; then I was placed on hold and upon her return - she stated, the case was closed and that she would " send '' a communication to me.

I disagreed and requested further assistance - yet, I was denied.

In addition, I tried to resolve this issue via their e-messaging and I was told the following : [ Navy Federal Response XX/XX/XXXX : XXXX XXXX, thank you for your follow-up eMessage. At this time, we have fully researched and addressed this matter. We are happy to assist you with other issues via this eMessaging system. Any additional correspondence in reference to this matter can be submitted in writing. If you'd like to contact the executive office, you may mail a letter to : XXXX XXXX XXXX XXXX, VA XXXX. If we can be of further assistance, please let us know. ] _____________________________ On XX/XX/XXXX, I resubmitted my dispute. I was verbally told by XXXX  ... the case was closed.

However, in speaking with XXXX, I was told to return to NFCU and resubmit the dispute ; I can legally dispute this charge again and the process will restart.

I fear, NFCU.. .will not represent me for my best interest.

I have sent 3 communications via email to XXXX XXXX, CEO of NFCU ; his office has not responded and the emails, have not been rejected. This email included 10 other executives. No response for resolution from NFCU.

Please help me resolve this issue. My bank has failed me and are denying me the right to challenge this charge.

They expect me to pay thousands of dollars for No Service or No Product for payment. THIS IS NOT RIGHT NOR FAIR AS A CONSUMER. I TRUSTED THIS VENDOR AND ALLOCATED THEM OPPORTUNITIES WHEN THEY VOIDED OUR AGREEMENT. Please visit : XXXX  - there is no website - image attached.

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