Consumer complaint received 2024-07-07
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION (MA)

Navy Federal Credit Union 's ( NFCU ) Repeated Refusal of Valid Refunds, Failure to Investigate Errors, and Violations of the Electronic Funds Transfer Act ( XXXX ), Fair Credit Billing Act ( XXXX ), Truth in Lending Act ( TILA ), and Unfair and Deceptive Practices Complainant : XXXX XXXX XXXX Account Number : XXXX Refund Processing Errors : XX/XX/XXXX : Amazon.com purchase of {$220.00} ( XXXX # XXXX ) XX/XX/XXXX : Amazon.com purchase of {$1400.00} ( Order XXXX XXXX ) Total Disputed Amount : {$990.00} ( comprising uncredited refunds and incorrect gift card issuance ) Date of Original Transactions : XX/XX/XXXX and XXXX, XXXX Nature of Complaint : I am filing this complaint against Navy Federal Credit Union ( NFCU ) due XXXX their XXXX and deliberate refusal to process valid refund attempts initiated by XXXX, resulting in significant financial harm. As of XX/XX/XXXX, I have not received any reimbursement for the {$220.00} XXXX XXXX XXXX XXXX despite XXXX ( XXXX ) separate refund attempts by XXXX from XXXX to present. Additionally, I have not been fully refunded for the {$1400.00} XXXX XXXX purchase. NFCU 's actions constitute clear violations of consumer protection laws and demonstrate a pattern of unfair and deceptive practices. 

Summary of Key Events : Date Description Amount XX/XX/XXXX NFCU debit card canceled due to loss XX/XX/XXXX XXXX initiates product recall XX/XX/XXXX Notified NFCU of recall and need for updated refund information XX/XX/XXXX Attempted XXXX XXXX refused by NFCU {$130.00} XX/XX/XXXX Attempted XXXX XXXX refused by NFCU {$130.00} XX/XX/XXXX Attempted XXXX XXXX refused by NFCU ; XXXX XXXX gift card {$220.00} XX/XX/XXXX NFCU confirms in writing that my Visa card was canceled on XX/XX/XXXX XX/XX/XXXX Attempted XXXX XXXX refused by NFCU ; XXXX XXXX gift card {$220.00} XX/XX/XXXX Attempted XXXX XXXX refused by NFCU {$1100.00} XX/XX/XXXX XXXX issues partial refund, {$270.00} remains outstanding {$1100.00} XX/XX/XXXX NFCU credits partial refund, {$270.00} remains outstanding XX/XX/XXXX Filed formal dispute with NFCU Alleged Violations : XXXX Violations ( XXXX XXXX XXXX ) : XXXX - Error Resolution : NFCU failed to investigate and correct refund errors promptly, exceeding the allowed timeframes. 
XXXX - Prompt Credit of Refunds : NFCU repeatedly refused valid incoming ACH refund transmissions despite the underlying checking account being active and accessible. 
XXXX ( c ) ( XXXX ) ( i ) - XXXX XXXX : NFCU did not provide provisional credit for disputed amounts within XXXX business days of my error notice. 
XXXX - Liability of XXXX XXXX : NFCU did not comply with the requirement to recredit my account for the total amount of unauthorized electronic fund transfers. 

XXXX Violations ( XXXX XXXX XXXX ) : NFCU failed to adequately investigate and resolve my billing error notices. 

TILA Violations ( XXXX XXXX XXXX ) : NFCU 's inaccurate account statements and lack of transparency regarding the dispute violate TILA disclosure requirements. 

Unfair and Deceptive Practices : NFCU 's actions, including refusing valid refunds, issuing gift cards against my wishes, and providing misleading information, constitute unfair and deceptive practices under the Consumer Financial Protection Act ( XXXX ). NFCU has failed to provide any evidence to support their refusals and denials of refunds. 

Supporting Documentation : XX/XX/XXXX NFCU XXXX and Forgery Full Dispute Documentation, XXXX Refund Correspondence, XXXX XXXX XXXX XXXX and XXXX XXXX.