Consumer complaint received 2015-08-21
Company: NAVY FEDERAL CREDIT UNION
State: NM
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
To Whom it may concern ; XXXX NAME IS XXXX XXXX XXXX, I AM A RETIRED XXXX THAT IS XXXX XXXX AND DEPENDANT ON MY FUNDS. 
I LIVE AT XXXX XXXX XXXX # XXXX XXXX NM XXXX HOME TELEPHONE NUMBER IS XXXX XXXX XXXX CELLULAR TELEPHONE IS XXXX XXXX I PREFER TO RECIEVE ALL CALLS VIA THIS NUMBER. 

ON XXXX/XXXX/2015, I WAS GOING TO PURCHASE A CAR AT XXXX XXXX OF XXXX NM XXXX XXXX XXXX, I WAS REQUIRED TO GIVE A XXXX DOLLAR DEPOSIT WHICH I DID WITH MY DEBIT CARD ON XXXX/XXXX/2015. HOWEVER, I DID NOT BUY THE CAR WHEN I ASKED FOR MY DEPOSIT THE DEALER SAID TO DISPUTE THE DEBIT CARD TRANSACTION TO GET MY FUNDS BACK FASTER. I DID FILE A DISPUTE WITH NAVY FEDERAL ON THE XXXX OF XXXX 2015. XXXX OF NAVY FEDERAL SAID IT WOULD TAKE XXXX DAYS BUT IT BEEN LONGER THAN TEN DAYS. I HAD RECENTLY CLOSED A BANK ACCOUNT WITH XXXX XXXX BANK BECAUSE I THOUGHT NAVY FEDERAL UNION WOULD BE BETTER BUT WAS I WRONG. 

THE FOLLOWING ARE THE EMAILS OF COMMUNICATION WITH THE WOMAN INVESTIGATOR NAMED XXXX. XXXX HAS SPOKEN WITH THE CAR DEALER XXXX TIMES AND HAS BEEN GIVEN AN ALL CLEAR ON PAYING THE FUNDS BACK INTO MY ACCOUNT BUT YET NO FUNDS ARE DISPURSED TO MY ACCOUNT. 

Subject : Debit card disputeNavy Federal Response XXXX/XXXX/2015 : We have filed an XXXX XXXX dispute claim for {$500.00} on your behalf for the debit from XXXX. Your checking account will be provisionally credited {$500.00} within ten business days. A gram will be mailed to your address of record notifying you of this action. Navy Federal will follow through on your claim with the merchant. Please note that your claim may remain open for a period of up to XXXX days before the merchant 's processor renders its decision and the claim process is completed. 

Your Message XXXX/XXXX/2015 : I recently entered into a transaction to purchase a card. 
The company required a XXXX dollar deposit while they processed a loan. 
After the papers were complete the loan intersest made it not logical to sign the note. 
I decided to not deal with the company. 
I requested my XXXX dollar deposit back and was told by the manager to dispute the charge with my bank. 
The company wasXXXX XXXX XXXX XXXX loan was through their inhouse loan company which a XXXX or something like thatPlease complete the return of my fundsRespectfully, XXXX XXXX XXXX retiredSubject : debit card transactionNavy Federal Response XXXX/XXXX/2015 : Thank you for using Navy Federal 's eMessaging Service, XXXX XXXX. We can not process a dispute claim until we clarify the information you provided. Pleasecontact a Dispute Resolution Specialist directly at XXXX. We very much appreciate your patience and understanding, and we look forward to assisting you. 
THIS IS UNUSUAL BECAUSE I HAVE4 SPOKEN TO XXXX SEVERAL TIMES AND HAVE ANSWERED ALL HER QUESTIONS ABOUT MY CLAIM. 

Your Message XXXX/XXXX/2015 : i was going to purchase a car and had to make a XXXX dollar deposit. 
the purchase did not go through and the money was never credited to my account. 
i am a XXXX veteran and i need my money. 
it 's been almost ten days and the car credit company claims that my credit union has not given me credit for unknown reasons. 
XXXX XXXX : DISPUTEYour Message XXXX/XXXX/2015 : XXXX/XXXX/2015 POS Debit - XXXX Check Card XXXX - XXXX XXXX NM XXXX Checking ( XXXX ) Transportation : Other Transportation Dealers Point of sale ; debit cards ; EFT - $ XXXX TRANSACTION WAS NOT COMPLETED, I DID NOT BUY THE CAR AND XXXX TOLD ME TO DISPUTE THE TRANSACTION TO GET MY MONEY BACK I CURRENTLY AM IN THE PROCESS OF CONTACTING THE US ATTORNEY GENERAL AND THE STATE ATTORNEY GENERAL TO FIND OUT YOUR DELAY IN RETURNING. I STILL WAIT FOR MONEY MONEY OF XXXX DOLLARS. 

I SUBMIT A REQUEST AND DEMAND TTHAT YOU CONTACT NAVY FEDERAL UNION FOR AN IMMEDIATE RESOLUTION. MY ACCESS NUMBER IS XXXX. I AM DIESPARATE AS M

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