Consumer complaint received 2019-10-21
Company: NAVY FEDERAL CREDIT UNION
State: NV
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:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX, IA XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX Dear Sir or Madame, This is the second time I complaint about my issue with Navy Federal Credit Union. The first compliant ID is XXXX submitted to you on XX/XX/XXXX. I received the respond from Navy Federal Credit Union stated they are working on my case and expect to be within 60 business day. I was out of the country, I advised XXXX XXXX ( the merchant whom I dispute the charges on my credit card ) that I will be out of country and wont return until yesterday XX/XX/XXXX. Today, I went online I saw the amount that I disputed in my online bank statement. I am very disappointed at Navy Federal Credit Union for not clearly investigate my issue and jumping into the conclusion while I was out of the country. Please help me get my money back. Below is the previous complaint that I sent to you on XX/XX/XXXX Should you have any question, please do not hesitate to contact me at : XXXX. 
Thank you for your time, XXXX XXXX XX/XX/XXXX To : Consumer Financial Protection Bureau XXXX XXXX  XXXX XXXX, IA XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX Dear Sir or Madame, My name is XXXX XXXX and I am a member of Navy FCU. The purpose of this letter is to compliant about Navy Federal Credit Union. 

Ive been a Navy FCU member since my husband was in the service. On XX/XX/XXXX, I order 4 crown cases from an online store by the name of XXXX. in the amount of {$460.00} however I noticed they charge my account for a total of {$470.00}. After received my order from this company, I noticed the crown cases are much smaller than the one I purchased from them back in XX/XX/XXXX. According to their website, the inside measurements are 9.5 inches for the width and 6.7 inches in height. The case I received has an inside measurements are 9 inches width and 5.5 inches in height. I called the company on XX/XX/XXXX at XXXX Pacific time and asked the owner XXXX to see if I can return the cases. She refused to accept the return of the cases and offer for exchange. She told me that I will need to pay for the return shipping gees plus 25 % re-stocking fees plus the shipping fees of the exchange cases. I feel like Ive been scammed by this company, therefore I reach out to my bank which is Navy Federal Credit Union to ask for help with a high hope that I will get my money back. 

Ive been patiently waiting and provided all the evidence to support my claim. However, I received a respond letter from Navy Federal Credit Union stated Based on our investigation and the documentation presented, we have determined that no billing error occurred. They also asked me to reach out to the XXXX XXXX XXXX if Navy Federal CU couldnt get the money back. Im not understanding why should XXXX XXXX XXXX get involved in this situation. 

First of all, I never say that this is a billing error, Im disputing the amount on my credit card. Second, when I called and spoke to the supervisor name XXXX from Navy Federal Credit Union, she asked me to read the letter I received in the mail back to her because she doesnt have the copy of this letter. Im surprised that they send out letter to customer and doesnt keep a copy of this letter on their record. I also sent a certify mail letter to the company CEO XXXX XXXX but I have not receive any respond from her. 

The amount of {$460.00} is not a small amount. Ive work hard to earn this money and the company XXXX is ripping off their customer by purposely sending the wrong size cases and refused to accept my offer for return ( attached is the proof of the email received from this company refused my return package ). 

I reach out to you with a high hope that you can help me get my money back. My cellphone number is : XXXX and my email address is : XXXX. 
Thank you for your time, XXXX XXXX XXXX

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