Consumer complaint received 2023-09-27
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXXXXXX  I called Navy Federal Credit Union to file a dispute for services not received. I explained that on XX/XX/XXXX I retained the services of a lawyer, XXXX XXXX, to file a lawsuit for consumer law violations and to represent me in that case. I also let Navy Federal Credit Union that the amount of the retainer was {$1500.00}. It was agreed that the retainer fee would cover out of pocket fees assaciated with filing my claim. I was unable to pay the retainer in full. I was allowed to make payments, however XXXX XXXX stated that he would not begin working on the case until the retainer was paid in full. I made the first payment of {$500.00}, which was processsed through my business acount. On XXXX XXXX I made two additional to XXXX XXXX of {$160.00} each. Payment processed through XXXX XXXX and funded through Navy Fededal Credit Union. After making the last payment on XX/XX/XXXX for XXXX dollars, via XXXX XXXX I was unable to reach XXXX XXXX XXXX I attempted for over a month, the last week of XXXX I was able to reach him and on XX/XX/XXXX XXXX XXXX stated that he felt it would be a better if he filed a dispute with the credit reporting agencies to have account removed from my credit report., which i promptly rejected stated that is not what I retained him for. We were not able to agree so I requested my refund of my retainer and we go our seperate ways. His response was to send me a bill for over XXXX dolllars. That week I contacted the Georgia Bar association to verify his license stsus and to file a complaint and was advised that XXXX XXXX is not a licensed attorney. I was mailed an Unlicensed Attorney complaint form from the Georgia Bar to iniate an investigation by the bar. I made one more request for refund, answer was no. This was XX/XX/XXXX. On XX/XX/XXXX I called Navy Federal Credit Union to file a dispute with Navy federal to have money returned due to never receiving any services I paid for. The agent I spoke with stated that due to the information I provided, the correct way to process would be under fraud instead of service paid for and not received. Fraud claim submitted for {$500.00}. I requested to file disputes for the remaining XXXX and was told that since those payments were initiated from XXXX XXXX nand XXXX XXXX, they were not able to be processed and I would have to file with XXXX XXXX XXXX XXXXXXXX. Rep refused to file disputes I requested. 
XX/XX/XXXX I placed another call to NFCU, the representative I spoke with stated that she would be able to submit the disputes I requested. {$680.00} transaction dated XXXX and XXXX disputes for {$160.00} each dated XXXX XXXX XXXX XXXX called NFCU VERIFUED WITH AGENT THAT DISPUTES WERE being processed. Provisional credit issued for {$500.00} for the first fraudulent transaction paid to XXXX XXXX XX/XX/XXXX called NFCU to inquire about provisional credit for disputes, advised provisional credits not allowed for my disputes. Spoke with agents over a XXXX minute call. advised NFCU had 4 months to process dispute and no provisional credit would be issued. Disputes for XXXX, XXXX and XXXX were changed from fraud to dispute by representative. {$500.00} provisional credit removed with no notice, charged overdraft charges for transactions made using the provisionl credit. ZRecieved dial of duplicate charge for XXXX for XXXX eveb though there were two charges made for the same transaction with no explaination. 
XX/XX/XXXX After I explained that I have the right to file disputes for fraud when the money came out of my checking account even if processed through XXXX XXXX or XXXX  and sent them via Navy federals emessage system Representatives began yelling at me, putting me on hold for over an hour, refuse to give me any information about any of my disputes, Kept telling me to call XXXX XXXX and XXXX XXXX Told that there were no disputes that I filed on the XXXX XXXX XXXXXXXX, They were removed from the system. Rep stated that they do not have to process disputes made with XXXX XXXX XXXX XXXX. Refused to file disputes. 
XX/XX/XXXX Advised not to call anymore, to send all communications via email, even though I have notified navy federal that their system was no longer allowing me to upload any documents relating to disputes. The agent advised me to try again on the next day. I have been trying since the XXXX to upload documents I notified Navy Federal and was not provided any solution other that to try again later XX/XX/XXXX Advised not to dsend anymore emails, and navy federal has the right to decide who receives a provisional credit and I would have to wait until the end of any investigations even thoug XXXX of the transactions they refuse to investigate and the one they chose to investigate reversed provisional credit and denied the claim stating that it can not be fraud if i initiated the transaction and it didnt matter if I was mislead and lied to to get me to initiate the transaction by the merchant. As of today still have received any written notice for claim denials, deleting disputes or reversal of provisional credit. I was told this evening that my disputes were filed with the date of XX/XX/XXXX because I did not submit any documents, also there was never a request for documents for any dispute I filed.They would not tell me what disputes were filed on the XXXX. Told to wait at least until thursday of this week to receive a call from navy Federal.

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