Consumer complaint received 2026-02-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
Background : This complaint concerns Navy Federal Credit Unions handling of disputed charges from XXXX XXXX totaling {$2600.00} across XXXX personal accounts, the inconsistent approval of a business dispute involving the same merchant and product, and the institutions inability to prevent or mitigate repeated renewal charge attempts after confirmed cancellation. XXXX. Purchase Activity and Documentation On XX/XX/XXXX to XXXX, XXXX, I purchased multiple XXXX XXXX XXXX service packages from XXXX XXXX utilizing my specific link provided by XXXX. XXXX is a XXXX service provider that I am an affiliate of. These purchases were made using : Navy Federal credit card ending in XXXX Navy Federal credit card ending in XXXX Navy Federal personal debit card ending in XXXX Each purchase : Was processed and charged by XXXX XXXX Generated a receipt showing the product name XXXX XXXXXXXX XXXX Reflected the last XXXX digits of my payment card, my name, and billing address Reflected a {$50.00} XXXX gift card promotion I screen recorded each transaction to document that I personally made the purchases. The purchases were made in XXXX on a promotional offer advertised by XXXX to affiliates stating that each XXXX XXXX XXXX purchased would pay a commission. XXXX XXXX also advertised a {$50.00} XXXX gift card for the same purchase. XXXX. Efforts to Resolve Through XXXX Before Bank Dispute On XX/XX/XXXX, I contacted XXXX via phone to report that the commission had not been fully paid on all XXXX XXXX XXXX purchases. During that call, which I recorded, I informed the representative XXXX that : I had personally purchased multiple XXXX XXXX XXXX packages I had only been paid commission for XXXX promotional purchases I had screen recorded each transaction I had retained receipts of purchase and bank statements confirming payment detailing which cards were used The representative stated that the system only reflected XXXX promotional purchases and that no additional adjustments could be made beyond what the system captured. On XX/XX/XXXX, I submitted written documentation to XXXX via email including : Bank statements reflecting the purchases Receipts from XXXX XXXX Business names and associated emails Links to screen recordings of each transaction On XX/XX/XXXX, XXXX replied via email stating : We have reviewed the attached files but were unable to access the screen recordings. You can attempt to resend them via XXXX if you'd like. There are a few things that we'd like to clarify at the request of the partner : Were all of the enrollments completed within an account or did you log out in between? Are you able to verify which businesses from the pdf that you submitted were enrolled? On XX/XX/XXXX, I submitted additional written documentation to XXXX via email including : The total purchases made Confirmation that each package was purchased under its own email and password Proof of purchase provided by XXXX XXXX at the time of purchase On XX/XX/XXXX, I emailed XXXX requesting an update. On XX/XX/XXXX, XXXX provided the following written response : We received the following update from the partner : After reviewing the data, I noticed that not all sales had clicks attributed to her link or any affiliate link, which is likely why only XXXX sales were recorded under her account. Since our policy requires a tracked click from a partner link to attribute a sale, Im unable to manually add the remaining sales. I truly apologize for any inconvenience this may cause, but we need to adhere to our tracking standards. No correction was made by XXXX. The commission was denied. XXXX. XXXX XXXX Refund Refusal and Cancellation On XX/XX/XXXX, I contacted XXXX XXXX via phone, I recorded the call, provided account identifiers and pin codes to validate accounts, requested a refund, and requested a manager call back. I directly requested : Refunds Cancellation of all annual renewals associated with the XXXX XXXX XXXX purchases Between XX/XX/XXXX and XX/XX/XXXX, I communicated with XXXX XXXX via email. In a final written communication dated XX/XX/XXXX, XXXX XXXX stated : Our system only allows refunds for transactions that are properly tracked. Since the XXXX purchases you referenced were not recorded in our system, were unable to issue refunds for them. XXXX XXXX further stated : At this point, we recommend continuing to follow up directly with XXXX, as they are the entity responsible for tracking and payments. XXXX. Navy Federal XXXX XXXX and Denials On XX/XX/XXXX, I formally disputed these charges with Navy Federal and provided supporting documentation. The total disputed Navy Federal charges equal {$2600.00} : Credit card ending in XXXX, {$1000.00} Credit card ending in XXXX, {$990.00} Personal debit card ending in XXXX, {$390.00} Supporting documentation was requested and provided, including : XXXX XXXX receipts Email correspondence Evidence of refund denial Documentation of renewal cancellation On XX/XX/XXXX : Both personal credit card disputes were denied The personal debit dispute was denied The denial reason stated : The transaction is past the time allowed to pursue credit through the dispute process. No detailed written explanation was provided outlining : The investigative methodology used Consideration of service non delivery Consideration of confirmed cancellation Consideration of merchant refusal to refund XXXX. Inconsistent Outcome on Business Dispute On XX/XX/XXXX, a dispute was submitted for a XXXX XXXX charge on business debit account ending in XXXX. On XX/XX/XXXX, XXXX XXXX confirmed that the business dispute was resolved in my favor and that a permanent credit of {$190.00} would be issued. XXXX XXXX issued written confirmation stating : Your debit card dispute with XXXX XXXX has been resolved. Any provisional credit issued to your account is now permanent. If you havent received a provisional credit, then a permanent credit for {$190.00} will be issued to your checking account on XXXX XXXX, XXXX. The approved business dispute and the denied personal disputes involved : The same merchant The same product The same billing structure The same cancellation history No written explanation was provided detailing why the business dispute qualified for permanent credit while the personal disputes were denied. XXXX. Repeated Renewal Attempts After Confirmed Cancellation and Resulting Harm Despite confirmed cancellation on XX/XX/XXXX, renewal charge attempts labeled XXXX XXXX began on XX/XX/XXXX. The stated renewal price was {$290.00}. Documented declined attempts include multiple daily attempts, and in multiple instances when {$290.00} was declined the amount was reduced to {$220.00}, and when that was declined it was further reduced to {$140.00}. I received no renewal invoice, no billing notice, and no communication explaining the variation in charge amounts or multiple attempts on the same day. The frequency of these attempts triggered fraud alerts and temporary card blocks by Navy Federal. 7. Regulation Z and Regulation E Concerns The credit card disputes fall under Regulation Z of the Truth in Lending Act. The debit dispute falls under Regulation E of the Electronic Fund Transfer Act. Under Regulation Z, a creditor must conduct a reasonable investigation of disputed credit card transactions and provide a written explanation of findings. Under Regulation E, a financial institution must investigate electronic fund transfer disputes and determine whether an error occurred. In this case : XXXX personal credit card disputes were denied XXXX personal debit dispute was denied XXXX business debit dispute involving the same merchant and transaction structure was approved No written explanation has been provided detailing : The investigative steps taken under Regulation Z for the credit card disputes The investigative steps taken under Regulation E for the debit dispute The basis for denying the personal disputes while approving the business dispute involving the same merchant and transaction structure

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