Consumer complaint received 2019-07-24
Company: NAVY FEDERAL CREDIT UNION
State: VA
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:
Hello, My name is XXXX XXXX and I have banked with Navy Federal since I was a young man and able to have a viable bank account. I use my Navy Federal Credit card on a daily basis, or at least I used too. I had an injustice done to me by a contractor that I hired who decided to charge my card 8 times of {$5000.00} each, without my knowledge or approval. I submitted a complaint with the charges and asked what needed to be provided, I filled out the appropriate forms and when I spoke with the first contact at Navy Federal, he said " don't worry about the documentation right now, You submit that after  the merchant responds. '' I said okay, no problem. I submitted my paperwork on XX/XX/26 and waited, the charges were removed shortly after ( only 5 of the charges ). I did not hear anything, nor did I receive a response via email or online message, so I called in about two weeks after submitting, they told me there was no news and to wait for the letter. I did this, and when I had not received anything on XX/XX/XXXX, I called in again, and a very nice lady told me that I would receive a letter by XX/XX/XXXX. I did not. I received the letter on XX/XX/XXXX, which I had a work function over the weekend and was not able to respond right away, but this should be okay, I was told at the beginning that I would have 10 business days to respond. On XX/XX/XXXX, I attempted to use my card, and all the charges had been reapplied to my card. I called in and found out they had closed the case because I had not responded. This was extremely frustrating, nobody ever let me know their was a deadline that tight, and I literally only had two business days to respond to a letter I waited a month and two weeks for! At this point I was advised by someone, I could not talk to anyone in the credit card dispute department, I would have to send in an email to appeal the case, that would take 10 days to get back to me. I asked for them to have the credit card dispute department call me back, they did not. I submitted the appeal on XX/XX/XXXX, XXXX and XXXX with no response at all. I finally went in to a branch to speak with a branch manager, who I prayed I could help. He worked with me to print off all the information and send it by email as, he too could not contact the credit card disputes department. He told me the same story, wait for someone to call you. Nobody called, no messages, no information. Just a letter in the mail that I received on XX/XX/XXXX ( dated XX/XX/XXXX ) that the case had been closed. The details in this letter only showed transactions that were manually entered in the guys square app, there was no approval or signature, as I did not approve this. I sent another message on XX/XX/XXXX, explaining my situation. The first response I have ever received during this whole ordeal came on XX/XX/XXXX, 3 weeks later!!!! The letter reads '' Thank you for using Navy Federal 's eMessaging service, Mr. XXXX. We do apologize that we were not able to pursue your case any further. We have reviewed your account and noticed that a supervisor call back has been submitted for you. You should receive a call back within the next 24-48 business hours at the earliest. If you have any questions, you may contact us at XXXX. 

Thank you, Credit Card Chargeback and Resolution Section '' So, here in line with EVERYTHING else that has happened with Navy Federal is ridiculously slow responses, IF you ever get one, then when you get a response, they can't help you, and you cant get to that department. 

Going back to what I have mentioned earlier, every time I call I have asked for the credit card disputes department to call me. They have not, until XX/XX/XXXX, which I found out today was well after anything could be submitted to XXXX, when I was at a training event, I called in and was told I can not talk to him, I have to submit a request for him to call me back. He called me back on XX/XX/XXXX and promptly told me that I was in the wrong, did not listed to what I was saying and kept saying his protocol lines. After getting nowhere with him for around an hour, he told me he was not a supervisor, so I asked to speak with one, he had to submit another request. I received a call from a very nice supervisor today XX/XX/XXXX who explained the situation and was sympathetic but explained there was absolutely nothing he could do. UNACCEPTABLE In summary, I tried very hard to submit what I needed early or when it was asked, I called in several times to check status, received no information, was told I could not talk to the department MULTIPLE times from several different people, case was closed two days after I received the information, I submitted my response to appeal three times with no response, called in and requested more info again, submitted message only and all of this was ignored until well after I could even appeal. The final response is " there is nothing I can do '' from the manager. I have not been taken care of at all, there have been MULTIPLE situations during this entire interaction where this was not handled properly or timely. My boss even just made a comment to me about how much time I have spent trying to deal with this. The response there is nothing that can be done is complete unacceptable. I have done my due diligence on this, Navy Federal has failed and this needs to be repaired. 

This needs to be righted.

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