Consumer complaint received 2025-02-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: NAVY FEDERAL CREDIT UNION
State: PA

Complaint narrative:
There may not be the exact quotes in the events and the events are to the best of my ability to remember along with the notes that I took along the way So on XXXX XXXX I made a couple calls to navy federal credit union about XXXX making about {$70000.00} payment through balance transfers from other external bank credit cards on my Navy federal cash rewards credit card. '' I was advised that it was ok, and navy federal won't refuse checks and you can do a payment reversal and have it sent to your checking account after it settles. 

XX/XX/XXXX Once the checks were sent, I called navy federal back on asking " How many days do I have to wait from the checks settling to do a payment reversal? '' Well the navy federal associate seemed unsure that I could do that. I said just transfer me to a supervisor. I talked to XXXX. He essentially said The checks being sent may or may not be processed and reversed back to you. It could be sent back to the financial institution that sent the check. 
he'll council people that gave me misinformation. 
He said that Navy federal would not re-imburse the penalties and fees of the balance transfers. 
I explained to him that this " misinformation is fraudulent inducement. and I will be contacting the CFPB and even perhaps a lawsuit because I got hit with about $ XXXX with balance transfer fees to do this and I had the green light before from navy federal associates , and I'm protected under the Dodd-frank act from things like this when banks make " errors '' like so. 

On XX/XX/XXXX I talked to Enola I was told to wait until 2 weeks of last payment and ask for a payment refund to the navy federal checking account. The credit card payments will be accepted. Call back within 15 days XX/XX/XXXX for payment refund on cashrewards credit card XXXX XX/XX/XXXX hit. apparently I had to wait an extra day. 

So on XX/XX/XXXX around XXXX Eastern I had a great call with a navy federal employee she reversed all but 1 payment to my credit card because she said I had to call back XX/XX/XXXX to get the last reversal done of close to {$5000.00}. 

XX/XX/XXXX rolls around. At XXXX Eastern I call navy federal to reverse my payment. The navy federal associate wants to ask his supervisor if he can credit this to me verse reverse payment it to me. So I get XXXX the supervisor. XXXX refused to let me do a reverse payment on my credit card. He was rude and refused to answer my questions. He could state what rule I was breaking, he just said this was a pattern. And he kept saying you aren't using the credit card the way it's supposed to. I asked him where do it say this in the fine print? He didn't answer it. I even explained the situation, and he didn't seem to care. I asked for this to be reviewed by Quality Assurance. He refused. I told I'm going to tell CFPB. He told me " You don't want to go down this road. '' At XXXX I call back to file a complaint and to get Navy Federal QA to review the situation : I get another supervisor : She refused to let me put in a complaint for QA. She said that the original people that said you can do this will be trained on this, and they probably didn't know. When I asked about how many payment reversals can I do or where does it say this on the fine print with the credit card I got? She said that there is no disclosure on the credit card that I got about reverse payments. Also she was the first one to say that navy federal may close my credit card for improper use BUT I was never told that could happen until she told me that. 

She tried to explain to me that if I tried doing this through the website or on the phone navy federal wouldn't allow it. And then I tried to explain to her that, I was told I could do this before 2 other people told me " No. '' I also explained that Navy federal has a $ XXXX a day cap on ach transfers for the checking account BUT if I make an external account pull a payment of $ XXXX or whatever that same checking account it can be as high as I want it to be. So I explained things can differ wildly from internal and external activity. She agreed that was true but this is different because it's a credit card. I ask her how I'm supposed to know that? Where is it in writing? I was misled in the beginning. I asked if I close my credit card account will I get my money out of it? She said it will still take 3 statement cycles. Still refused to give me to QA.

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