Consumer complaint received 2018-04-05
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 with Navy Federal Credit Union ( NFCU ) for a charge : {$5500.00} ( Profit Passions ). 


On XX/XX/XXXX while attending a seminar conducting by XXXX XXXX, we entered into a contract agreement for XXXX XXXX XXXX XXXX. 
Before these services started, we immediately cancelled this contract and enacted our rights under the law to rescind our current contract based upon the following : UNDER THE CALIFORNIA LAW ( CA CIVIL 1688 ET SEQ. ) - RESCISSION OF CONTRACTS.

1. Duress or Undue Influence and 2. Fraud 3. Mistake of Fact.

_________________________ We contacted NFCU on XX/XX/XXXX seeking an update on our submitted dispute on XX/XX/XXXX - there was no response. So, we again, submitted a dispute for the same charges on XX/XX/XXXX. 

Your Message XX/XX/XXXX : Hello. We submitted our inquiry to you on XX/XX/XXXX re : merchant charging our account after we cancelled our account. 

Please provide status. We have not received a provisional credit. 

merchant : Profit and Passions - charge date XX/XX/XXXX - amount : {$5500.00} __________________________ We received a response from NFCU : Navy Federal Response XX/XX/XXXX : In response to your billing inquiry, we have reversed the transaction for {$1300.00}, XXXX, XXXX, and XXXX and sent the charge back to the merchant 's bank. A credit will appear as an " Account Adjustment '' on your next billing statement. If we receive documentation from the merchant in response to our reversal, it will be forwarded to you for your review. The circumstances of the dispute and the strength of your documentation will determine whether the credit will remain permanently on your account. If you have any questions, contact us at XXXX, extension XXXX. 

Thank you XXXX XXXX Credit Card Chargeback and Resolution Specialist ___________________________ We " again '', provided to NFCU substantial proof of such fraudulent acts on XX/XX/XXXX ( XXXX XXXX ) via their fax and e-messaging system. 

As of XX/XX/XXXX - we have received NO written communication from NFCU re : this dispute. 

However, on XX/XX/XXXX, we viewed our account and noticed that the provisional credit had been reversed. We immediately contacted NFCU and spoke with a XXXX, XXXX and XXXX within the dispute department. 

XXXX and XXXX stated that the dispute could be reopened, however, XXXX denied us any clarity or further assistance. 


We have received no services from this vendor as NFCU is aware. In addition : the materials that were shipped to us ; we returned with documented signature confirmation by XXXX XXXX which NFCU has proof from USPS. 

This vendor misrepresented their services to us and pressured us to sign their agreement with an ultimatum and time requirement of noon on XX/XX/XXXX. We were pressured in this high sales pitch environment. We sent this vendor 4 communications cancelling our contract. 

NFCU IS AWARE THAT WE HAVE RECEIVED NO SERVICES FOR THIS {$5500.00} CHARGE. I WAS WELL WITHIN MY RIGHTS TO RESCIND THIS CONTRACT ON THE GROUNDS OF : FRAUD AND DURESS AND MISTAKE OF FACT. 

When trying to address this issue, NFCU refused to discuss or assist me further. They have denied me the right to Submit a 2nd Dispute ; which I did within their system on XX/XX/XXXX and I was told by their employees 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. 


NFCU Response XX/XX/XXXX I've confirmed with XXXX that we've done everything we can and that she's requested to have a supervisor from the dispute department call you back. If you'd like to contact the executive office, you may mail a letter to : XXXX XXXX XXXX, XXXX, VA XXXX. XXXX NFCU closed this dispute without " any '' written communication to my attention since filing this dispute on XX/XX/XXXX or XX/XX/XXXX. They have provided the merchant with {$5500.00}. WE HAVE NOT RECEIVED ANY SERVICES OR PRODUCTS FOR THIS {$5500.00} ; WHICH NFCU IS AWARE OF. 

They did not take the time to " read '' the documentation that we submitted. I initially called NFCU when the charge went thru on my account and NFCU instructed me to file the dispute. 

After speaking with a Senior Executive with XXXX ; I was instructed to return to NFCU and submit another dispute on this charge. On XX/XX/XXXX I submitted another dispute at XXXX XXXX. 

NFCU has failed me as a longterm customer. They are empowered to protect my interest. 

The vendor can not prove they have provided coaching services. Yet, NFCU did not request this proof of the vendor. I have showed them proof of Fraud, Misrepresentation of services, etc. 

I have sent a communication to the XXXX XXXX, CEO and 10 other executives everyday since Monday, XX/XX/XXXX ... ..and no response.

NFCU has denied me my right to challenge this charge.

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