Consumer complaint received 2025-11-04 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: CA

Complaint narrative:
I am filing a complaint because Navy Federal Credit Union has denied my credit card dispute despite being provided with compelling evidence of a fraudulent transaction and merchant misrepresentation. The credit union 's decision is based on the incorrect assertion that the services were rendered 'within the confines of merchant 's terms, ' even though the merchant 's own employee violated those terms and fraudulently induced the purchase. I made multiple purchases totaling over {$45000.00} to acquire digital currency on the XXXX  social platform under the false information from an employee. Merchant ( XXXX  ) denied a refund, citing their non-refundable terms. 

The date I received the first denial from Navy Federal ( XX/XX/year> ) and their reason for closing the case ( i.e, that the digital coins were used " within the confines of merchant 's terms '' But this is untrue because there's evidence that shows a verified company employee explicitly providing false information by stating that " playing through XXXX XXXX XXXX equals playing through XXXX XXXX. '' There was no reason to add a conversion value of the Gold Coins or XXXX when my initial question had nothing to do with the values. It was said intentionally to mislead me which supersedes what the XXXX says, the employee statement is a fraudulent misrepresentation, which voids the merchant 's terms of service and provides grounds for a chargeback under XXXX Reason Code XXXX The merchant may be operating an illegal online gambling business in California, where you reside, which would also violate XXXX 's rules. With new laws within California being passed proving that they were operating under a deceptive business model committing consumer fraud. On top of all this the company uses a false XXXX when viewing my bank statements. 

Additionally when on the purchasing page the only thing stated is that the Gold Coins being purchased are non-refundable not that they don't have monetary value or can not be converted to SC. Blatantly hiding the truth and without having clear and conspicuous disclosure of the true GC value. The company committed an Unfair or Deceptive Act or Practice ( UDAP ) by failing to disclose a material term of the transaction at the point of sale. 

Additionally I am disputing these charges as an Unfair and Deceptive Practice and Material Omission under California Business and Professions Code $ \S 17200 $ ( UCL ) and $ \S 17500 $ ( FAL ). The website failed to clearly and conspicuously disclose on the purchase page that the Gold Coins ( GC ) I was paying for have no monetary value and are not redeemable. This material omission at the point of sale is a deceptive practice under California law. 

I've sent all of this back to Navy Federal Credit Union and hoping they reopen the case but assuming they don't I'm sending this complaint for help.

I am requesting that the CFPB compel Navy Federal to reopen my dispute and conduct a proper investigation into the fraudulent misrepresentation and violation of card network rules by the merchant. I am seeking a full credit of over {$45000.00} for the disputed transactions.

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