Consumer complaint received 2024-09-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
On XX/XX/year>, i had a new hair appointment at XXXX hair studio in XXXX, Virginia with an 'experienced " hair stylist to provide the look i was seeking. I was immediately dissatisfied with the work or lack of work she performed yet charged me for, a total of {$300.00}. On XX/XX/XXXX and XXXX, i contacted XXXX -- said hairstylist with my disappointment and concerns. She offered to fix it but then became hostile and spoke very hostile language to me. XX/XX/year>, I called XXXX hair salon to speak to XXXX XXXX, the owner/manager to tell him of this negative experience and request a full refund for my hair that was now damaged and nothing that i asked or paid for. He was empathetic and offered to have an expert 'fix ' this mess up, but later that day i became more irritated after learning this 'expert ' just graduated beauty school 1 month ago. I called back that same day, XXXX, to tell XXXX I was not getting my hair further damaged with his so called expert. 

I immediately posted about this negative experience on yelp and XXXX reviews to warn other consumer to avoid this hair salon. Shortly after these reviews my debit card used at the XXXX salon the ONE time of service kept getting charged random amounts of money. 

On XXXX, i was charged {$53.00} from XXXX for a 'no-show ' fee, despite my phone records to show i called and verified cancellation with XXXX, the XXXX himself. Then, on XXXX, my card was unauthorized and charge by XXXX for {$190.00}, even though it had been almost 2 weeks since the first and only time doing any business with them. 

I immediately called the bank when i noticed these charges on XXXX. They were empathetic and told me id get my stolen money back as well as encouraged me to seek criminal charges against the merchant. 

I provided NFCU with the phone records, the text messages, and the police report on the merchant for larcency. 

After almost two weeks of no communication from NFCU, i called to review these disputes and cases to which they told me they've been closed because 'i gave the company my card information '.

Even though i had to close my card out, the card that got compromised. NFCU then sent me the wrong debit card twice!!! They lack any attention to detail. It took three tries to finally get the right card out to me -- it took two weeks!!! 

This is unacceptable. Yes, i paid for service for hair styling on XXXX, but i did NOT authorize the salon to continue to charge my card, after i was unhappy with first service!! There were no services or agreements for the {$53.00} and {$190.00} charges, and as the police report shows is complete fraud!! 

Its beyond me how a company i charged my card on ONCE can continue to charge it without my authorization. It seems like a lack of security on NFCU behalf. 

I need help getting my charges for {$52.00} and {$190.00} back, as this was stolen money from my account, and account NFCU should be protecting!!!

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