Consumer complaint received 2021-10-26
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I purchased tickets to attend Imagine Music Festival on XXXX XXXX through See Tickets, which is the company used by XXXX XXXX XXXX to sell their tickets. The festival was supposed to happen XX/XX/XXXX - XXXX. On XX/XX/XXXX, less than 24 hour of showtime, Imagine was forced to cancel due to weather. They claimed they were going to send out information to request refunds or roll tickets over. I called See Tickets to see if I can go ahead and start the refund process. Upon calling, they said they are not receiving phone calls and to visit the website. I decided that I would dispute the charge with Navy Federal after not hearing about how to get a refund on my purchase. Navy Fed issued me a credit and opened a claim. I have explained I have tried to contact the festival and See tickets and I have yet to receive a response. XX/XX/XXXX Navy Federal decided to reverse the temp credit in favor of the company. After I have shown proof that the festival has been cancelled. After I called customer service, I find out that on XX/XX/XXXX, emails from XXXX were sent out to fill out a form for the first round of refunds within a certain time frame. XXXX have given people 5 days to fill out the form. Which isnt enough time for people to receive emails and decide whether or not they wanted to roll over their tickets. I never received an email, apparently a lot of people didnt either and some people had their friends forward the email so they can file for the refund. Since I didnt get the email I missed the date. I thought I was covered anyways because I knew I started a claim. When I found out about the form, I clicked on the link from a poster that had the email sent to them. When you click on the form it takes you to a page that says refund times are now closed and if you need more information, please contact XXXX I tried to email them, but the email did not work. Then I reached out to See Tickets and they said to contact XXXX XXXX has posted 2 different emails and I have yet to hear from the one that actually went through. Also when I called Customer Service Navy Fed. They told me sorry you missed the date, but they said they were never going to send out emails. If thats the case then why did SOME received emails and others didnt? Im trying to understand how Navy Federal got in contact with the company to even reach the decision they did. I have tried to appeal the decision, and I havent heard from anyone since. I have posted my complaint on their page to get some kind of help, and yet they all keep telling me to send them an emessage from the website. I spoke to a live chat and they have told me that it may take up to 6 days, but Im unable to call and get in touch with claims to have an appeal instead of an message thats not going to get seen? XXXX has claimed that there is going to be a second round of refunds, but for now if you didnt make it to the first round your tickets are rolled over. The 2nd round of refunds are when they release the line-up, which isnt going to be until next year. So I have to wait until next year to receive my money? And I may or may not get an email for that 2nd round of refund. I dont understand how Navy fed came up withthtat decision when I cant even reach the company. I feel like the first window for refunds were so small because they were betting people werent going to see it in time so tickets can roll over. This is to ensure their investors that the festival was going to be sold out again. Which its been at 98 % sold out for the entire time. Which isnt true, they market that on the website to create FOMO and to trick companies into investing into them. Also XXXX 2-3 days before the event said Rain Or Shine and they canceled it due to rain. Its just a lot of false advertisement and then on top of that Navy Federal siding with them as if they did a thorough investigation. I have spoken to other people and their banks have sided with them due to the situation. Again XXXX cancelled their event less than 24 hours of showtime. I just want my money bank. Im not attending this festival next year, due to how they handled this situation and Im unsatisfied with how Navy Federal handled my claim.

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