Consumer complaint received 2026-06-30 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: AZ

Complaint narrative:
Financial Institution : Navy Federal Credit UnionDispute Amount : $ XXXXMerchant Dispute Case Number : XXXX XXXX am filing this formal complaint against Navy Federal Credit Union due to an administrative billing error, a failure to comply with Visa/Mastercard network dispute rules , and a refusal by frontline staff to evaluate ironclad, signed contract evidence [ 1.2 ]. Navy Federal frontline agents closed my case claiming a " lack of evidence, '' which is a metric-driven, systemic mischaracterization that completely ignores a legally binding, signed merchant contract attached to my dispute file [ XXXX ] .The underlying dispute concerns a {$10000.00} transaction with an automotive shop in XXXX for a fixed-price " Total Vehicle Restoration. '' The merchant committed a severe breach of contract, missing the agreed-upon delivery deadline by 13 full weeks and ultimately failing to perform the contracted services.On XX/XX/year>, my representative retrieved the physical asset from the shop. The vehicle was handed over as a completely non-roadworthy, stripped, cut-up shell delivered in loose pieces with the windshield entirely removedconstituting a total failure of consideration.Navy Federal 's automated dispute system closed my case under the generic assumption that taking physical custody of an asset waives a " Services Not Rendered '' chargeback. However, at the exact moment of physical pickup on XX/XX/XXXX, the merchant signed a legally binding bilingual contract explicitly detailing that the financial dispute remained completely unresolved. Section XXXX ( Reservation of Financial Claims ) of that document states verbatim in both English and XXXX : '' All financial disputes between the parties including storage charges, the late-delivery penalty claimed by the customer, any claim for refund, and any other claim by either party remain fully reserved and are not waived, released, or affected by this document or by the release of the vehicle. These matters remain open to be addressed separately. " Furthermore, pursuant to a contract modification executed on XX/XX/year>, the merchant established a liquidated damages penalty of {$1000.00} per week for late delivery. As of the pickup date, the merchant was 13 weeks in default, totaling {$13000.00} in contractually binding late penalties owed to me under Article 420 of the Civil Code of XXXX, completely offsetting any claim they have to retain my funds.By physically signing the final release document, the merchant explicitly acknowledged and legally agreed that the physical return of the broken asset did not resolve the financial dispute, settle the accounts, or waive my claim for a refund. I have attached : The XX/XX/year>, bilingual contract explicitly signed by the merchant reserving my right to a refund. The XX/XX/year>, digital contract screenshot establishing the $ XXXX-per-week late penalty. I demand that Navy Federal Credit Union manually override the systemic closure of case XXXX, evaluate the attached merchant-signed contract, and process the chargeback refund for the remaining {$9500.00} balance based on total non-performance and the explicit reservation of rights [ 1.2 ].

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