Consumer complaint received 2017-05-29
Company: NAVY FEDERAL CREDIT UNION
State: KY
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:
myself, my wife and XXXX XXXX XXXX son checked into the XXXX XXXX XXXX in XXXX Kentucky on the first of XX/XX/XXXX and stayed until the morning of the XX/XX/XXXX. during our stay the maids would n't clean our room due to our son being in the room. one evening I went down stairs to get trash bags and I did n't let my room door slam because my son was sleeping, when I came back to the room I discovered that the door did n't latch although it looks if so it was. The morning of the XX/XX/XXXX at XXXX XXXX myself and my family checked out at the front desk and turned in out room keys. my wife did n't let the door slam to be respectful to the neighbors sleeping. after checking out my wife drove back home to South  Carolina and I had to travel to XXXX for work. at XXXX XXXX I received a call from the Hotel saying I destroyed my room and that they have already charged my card {$900.00} for the TV in the room. I told them their 's no way I done that and to check the security cameras of me leaving and of the floor I was on. and they said that their was no camera on that floor and that they checked the room key logs of when the room was accessed and that it was n't accessed until the maids accessed it a XXXX or so. and they said TWO maids found it like that and that as soon as they found it they came and got the manager. the manager hung up on me and said he does n't care and if I want I can dispute it. and after I called back he said he knows how MY KIND are AKA the MILITARY, he said we always party and destroy rooms and that this is n't the first time its happened. he acted as if my wife and I partied with my XXXX XXXX XXXX son. but when I requested for the video footage of the room and of the security cameras of me checking out and of the room key log they said the manager would send it to me. I never received it and I contacted cooperate and they asked the hotel to give me what I requested but they still did n't. after returning from XXXX I went into the hotel and asked for the documentation again and the manager I spoke with said the GM is n't there and he 's the only one that can access that info. but when I first spoke with them on the phone the GM was n't there and they said that Two managers pulled the key log and everything. but they lied and did n't realize id be back and every time I 've talked to them their story is different. I seen the video of the room because it was on the managers computer and their was only ONE maid that was there and the trash and towels were still stacked up like we had left it and their was NO LIQUOR bottles or anything in my room. the beds had been pushed for the box spring and the tv was scratched. I asked him why would I stack my trash and towels if I was going to do that. he had no answer and said the GM would n't be back for a week or so. so I 've went and talked to a Lawyer and am trying to get this resolved.

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