Consumer complaint received 2021-02-07
Company: NAVY FEDERAL CREDIT UNION
State: FL
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:
Summary : I purchased an item which I chose to return due to poor quality. Now being told they did not receive even though I have XXXX signature confirmation. XXXX  denied missing package claim. Bank denied transaction dispute. XXXX case closed, unresolved due to business not responding. 

Details : On XX/XX/XXXX I placed and order for 9 items from XXXX. My complaint is regarding the " XXXX XXXX XXXX > XXXX XXXX ''. The price of the item at the time was {$690.00} plus an additional {$95.00} shipping charge. My first issue is that I did not receive the XXXX XXXX XXXX, '' only the XXXX XXXX which was nearly {$200.00} price difference at the time of order. After speaking with support I was told they would send me the XXXX XXXX  accessories as soon as possible. On XX/XX/XXXX, I still had not received the XXXX XXXX and had contacted support again requesting they hold off on sending as I had decided I was not satisfied with the quality of the sling for a number of reason and requested to return it for a refund. On XX/XX/XXXX, I received a response for a customer service rep, XXXX XXXX, telling me I could return it for a full refund to my original payment method but that I would be responsible for the cost of return shipping. On XX/XX/XXXX I emailed to confirm they were aware the return shipment would not include the pro kit as i had still not been sent it and wanted to make sure there wouldn't be an issue with the refund. Customer service rep, XXXX XXXX, confirmed they understand I had not been send the XXXX XXXX and stated " A full refund for the merchandise will be issued back to you once the return is received. '' I had shipped the item to the address they directed me to send it to on XXXX via XXXX which cost {$55.00} including the extra fee I paid for a direct signature. ( Tracking # XXXX XXXX. The item was marked as delivered on XX/XX/XXXX @ XXXX and signed for by " XXXX XXXX XXXX '' After almost a week without hearing anything regarding the return and my order status still unchanged on my account, I decided to reach out for and ETA on when it would be processed. On XX/XX/XXXX, I received a response from " XXXX. XXXX '' stating that they had not received the package and do not have anybody working at their facilities by the name XXXX XXXX. They directed me to reach out to XXXX to find out where the package was delivered. After looking deeper into it, I discovered that it makes perfect sense that someone who does not work for the company signed for the package because their return address is a box at the XXXX XXXX which I had brought my knowledge of that to their attention in an email on XX/XX/XXXX asking if they had even asked at the XXXX XXXX is the package had been received, to which I received no response. I had followed their suggestion and filed a missing package claim with FedEx on XX/XX/XXXX ( Case # XXXX. ) On XX/XX/XXXX, the claim status had been updated to DENIED with " Liabilities Not Assumed Shipment '' as the reason given. I have not received a single response from anybody at XXXX XXXX since I brought to their attention my knowledge of their return address being a box at the UPS Store which would make perfect sense that the signer for the package did not work in their facilities. On XX/XX/XXXX, I filed a dispute for the credit card transaction with Navy Federal Credit Union. On XX/XX/XXXX, I sent NFCU a message I their secure messaging portal requesting an update on the dispute. On XX/XX/XXXX, NFCU responded " Unfortunately, we are unable to assist you with your dispute for {$790.00}. The dispute was received outside the timeframe allowed to pursue credit XXXX s ). We are sympathetic to your situation and can only suggest that you continue your efforts to resolve this matter directly with the merchant and/or seek legal assistance or notify your local XXXX XXXX XXXX '' I had already filed a complaint with the XXXX on XX/XX/XXXX which according to the case activity was received on XX/XX/XXXX and reviewed on XX/XX/XXXX. The rest of the case activity is as follows : XX/XX/XXXX - Notify Business of dispute XX/XX/XXXX - No response to first notice to business. Asked if I had heard from the company to which I responded, No. 
XX/XX/XXXX - Reminder of dispute to business XX/XX/XXXX - Informed me they had not received a response from the business and closed the case with the remark UNANSWERED.

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