Consumer complaint received 2022-06-22
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Navy Federal Credit Union aka NFCU, failed to complete a proper credit card disputed transaction, treated me unfairly throughout the entire process, had representatives lies to lie about what was going on and what they needed, and sided with a business who presented false, misleading and deceptive advertising. Now they expect me to pay for services that were never rendered for {$480.00}. This was a listing on XXXX in which the host of the property omitted important facts about the listing, made a false listing that was full of inaccuracies, had inhabital unlawful conditions such as XXXX XXXX XXXX, mold in the shower and on the bathroom floor, had so much dust it flared up my XXXX causing me to have to get a prescription from my doctor, XXXX XXXX  on the walls and floor. 

I presented lots of evidence and proof to support my claim. NFCU sent a message asking to submit additional information that was due on XX/XX/XXXX. The morning of XX/XX/XXXX they sent another message stating the case was closed due to non response. The resolution should have been done if any day on XX/XX/XXXX, as I had the full day of the XX/XX/XXXX. I called immediately after reading the email and a manager told me they needed proof I never used the services, anything showing them proof. Even though this was already provided, I resent them several pages of additional proof. NCFU never sent a receipt of acknowledgement for what was sent until XX/XX/XXXX, on purpose because XX/XX/XXXX was the day they stated the {$480.00} would be removed from my account. 

As a consumer I have the right to decide how my money is spent. I also have several laws that protect me against deceptive forms of advertising and laws regarding paying for accommodations that have blood stains and mold in the property. NFCU seems to think in this case it is ok. 

Any consumer does not have to pay for services they never received. In this case I left the lodging location due to being filthy dirty, molded bathroom, XXXX XXXX XXXX dirty, smelly, filthy conditions, raggedy furniture and so much dust it flared up my XXXX. The listing was on the 3rd floor of a building and there was no bathroom on that floor or the 2nd, so I had to walk down 3 long flights of stairs just to use the bathroom. None of this was in the ad as a deceptive omission. 

Consumer Protection laws regarding advertising are very precise and specific. If anything in an advertisement is not accurate it is considered false. My claim against XXXX meets all aspects used in legal proceedings as being false. For that reason along this claim should have been resolved in my favor. 

The XXXX location took place in the state of NJ. Here tenants are allowed to withhold rent if mold is present. If this was a hotel room, my accommodations would have been returned and the hotel would have done whet ever necessary to provide safe accommodations. An XXXX is no different, matter of fact the law should be tougher since the location typically have only a few rooms to maintain. The representatives at NFCU never even bothered to open up the listing to see the written policy XXXX has against mold, XXXX  etc. or the false listing. I sent the the ad that gave a guarantee of your money back for listing inaccuracies, dissatisfaction, not being properly cleaned. I also sent them pictures and videos of the ad, pictures I took that could use to compare and prove I actually stayed there. Also, I did not at the accommodation the entre time, not half the time, only one night. I also showed them proof of this. 

NFCU worked closely with XXXX to make sure all their dates lined up so they could make excuses to keep my money. They coordinated and conspired to make sure I lost this case. Neither XXXX nor NFCU ever answer my question as to why the personal guarantee in the ad isn't being held up in this case. The fact is they have no answer. 

I spoke to two managers on separate occasions that both gave conflicting stories about what was occurring The first on XX/XX/XXXX told me the reason the case was closed was because I did not present evidence of the dates I booked or the guarantee and this was need so they could go into arbitration. The next manager on XX/XX/XXXX told me that XXXX rejected the claim saying that the charge was legitimate. The charge was not Navy Federal Credit Union aka NFCU, failed to complete a proper credit card disputed transaction, treated me unfairly throughout the entire process, had representatives lies to lie about what was going on and what they needed, and sided with a business who presented false, misleading and deceptive advertising. Now they expect me to pay for services that were never rendered for {$480.00}. 

I presented lots of evidence and proof to support my claim. NFCU sent a message asking to submit additional information that was due on XX/XX/XXXX. The morning of XX/XX/XXXX they sent another message stating the case was closed due to non response. The resolution should have been done if any day on XX/XX/XXXX, as I had the full day of the XX/XX/XXXX. I called immediately after reading the email and a manager told me they needed proof I never used the services, anything showing them proof. Even though this was already provided, I resent them several pages of additional proof. NCFU never sent a receipt of acknowledgement for what was sent until XX/XX/XXXX, on purpose because XX/XX/XXXX was the day they stated the {$480.00} would be removed from my account. 

As a consumer I have the right to decide how my money is spent. I also have several laws that protect me against deceptive forms of advertising and laws regarding paying for accommodations that have blood stains and mold in the property. NFCU seems to think in this case it is ok. 

Any consumer does not have to pay for services they never received. In this case I left the lodging location due to being filthy dirty, molded bathroom, blood stained sheets, dirty, smelly, filthy conditions, raggedy furniture and so much dust it flared up my XXXX. The listing was on the 3rd floor of a building and there was no bathroom on that floor or the 2nd, so I had to walk down 3 long flights of stairs just to use the bathroom. None of this was in the ad as a deceptive omission. Upon arrival I called the host to tell her all the problems as the site requests. I followed the steps XXXX set for this yet the are not following their own policies or being fair. 

I will be suing NFCU in court if my money is not returned to me for failing to properly investigate this. because 1. ) I left and did not stay the entire trip so services were never rendered, 2. ) The ad was false, 3. ) The listing host and XXXX had their own policies and guarantees that were published on the site and ad and they were broken. 

I will be suing NFCU in court for my money is not returned to me for failing to properly investigate this. I presented more then enough evidence to win this claim on many fronts as presented above. If you failed to do your job then it's not my fault.

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