Consumer complaint received 2024-12-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: IL

Complaint narrative:
To Whom It May Concern, I am filing this complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding an improper investigation conducted by Navy Federal Credit Union ( NFCU ) into a disputed transaction. Despite providing clear evidence that the services I paid for were incomplete and defective, NFCU denied my dispute, claiming that services were performed and paid for, with no recourse available.

Details of the Dispute : Date of Transaction : XX/XX/year> Amount : {$1400.00} Merchant : XXXX XXXX of Transaction : Payment to a freelancer for a complete email marketing automation system, including email copywriting, automation, and a verified list of 10,000 email leads. 

Key Issues : Incomplete Deliverables : The freelancer delivered only 9,200 leads instead of the agreed-upon 10,000 leads. 

Defective Work : The provided email list was unverified, resulting in multiple freezes of my email campaigns due to high bounce rates. 
Refusal to Correct Issues : The freelancer has refused to address or correct the deficiencies in their work despite my repeated requests. 
I submitted a dispute to Navy Federal Credit Union, providing evidence that the services were incomplete and defective. This included : Documentation of the shortfall in leads. 
Evidence of email campaign freezes caused by unverified leads. 

Communication records with the freelancer showing their refusal to resolve the issues. 

NFCUs Response : Navy Federal denied my dispute, stating : The amount debited was agreed upon when services were received.

While they acknowledged the quality of services was unsatisfactory, they claimed that services were performed, and there was no record of cancellation. 

This response is both inaccurate and unjust. While a partial service may have been provided, it was incomplete, defective, and did not meet the terms of the agreement. The fact that the freelancer delivered a portion of the work does not negate the fact that the core deliverables were not fulfilled.

Additionally, NFCUs conclusion ignores the evidence I submitted, including proof of incomplete deliverables and the freelancers refusal to correct the issues. Their investigation appears to have been superficial and did not adequately address the facts of the case.

Request for CFPB Action : I am requesting the CFPB to investigate this matter and ensure that Navy Federal Credit Union properly reviews my dispute in compliance with the Fair Credit Billing Act ( FCBA ) and other applicable regulations. I believe I am entitled to a refund for this transaction due to the incomplete and defective nature of the services rendered.

Please find attached all supporting documentation, including : Proof of the incomplete deliverables.

Evidence of email campaign freezes.

Communication records with the freelancer.

Navy Federals response to my dispute.

Thank you for your attention to this matter. I look forward to your assistance in resolving this issue. 

Sincerely, XXXX XXXX

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