Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: NAVY FEDERAL CREDIT UNION
State: IL

Complaint narrative:
This was sent to Navy Federal Credit Union in XX/XX/XXXX requesting a second review for my claim after waiting 101 days for the initial denial. " ToWhom It May Concern, I am writing to formally escalate my complaint regarding a recent stay booked through XXXX that resulted in unsafe and uninhabitable conditions for myself and my children. I checked into the property on XX/XX/XXXX. Upon arrival, the unit was in unsanitary condition, including grease-covered appliances and old food and alcohol left in the refrigerator. I immediately contacted the host, who performed only a minimal cleanup. I have video documentation of the condition upon arrival. Later that evening, I observed a baby roach inside the unit and documented it with a photo. On XX/XX/XXXX, after returning to the property late in the evening, I observed a large roach crawling on the wall in the living area. At that point, it was clear the property had an active pest issue and posed a health and safety concern. I immediately vacated the property with my children. The reservation was scheduled for XXXX XXXX XXXX. I was forced to leave early due to these unsafe conditions. I reported the issue to XXXX immediately and provided all supporting documentation. While I understand XXXX attempted to contact the host, the host refused to issue a refund. I was provided only a {$150.00} goodwill credit, which does not reflect the severity of the situation or the loss of use of the property. To date, I have : - Provided photo and video evidence of unsanitary conditions and pest activity - Attempted to resolve the issue through XXXX support - Filed a dispute with my financial institution due to the failure to receive services as described At this point, I am formally requesting that XXXX step in and resolve this matter directly. The property was not delivered in a habitable condition, and the presence of pests created a clear health and safety concern, particularly for my children. Given the documentation and circumstances, I am requesting a full refund of {$470.00}. If this matter can not be resolved promptly, I will be proceeding with formal complaints and escalations through appropriate consumer protection channels regarding both the property conditions and the handling of this case. Please confirm receipt of this escalation and advise on next steps. ................... I am following up regarding my debit card dispute for {$470.00}, originally filed on XX/XX/XXXX. I was informed that my case is currently in queue for reconsideration ; however, my provisional credit has already been reversed and I have not received any response, update, or confirmation that my second review is actively being conducted. At this point, I am requesting immediate clarification on the following : - The current status of my reconsideration request - Why funds were removed before the reconsideration process was completed - Whether my dispute is considered closed or still under active review Additionally, the original investigation took approximately 101 days before a determination was issued. I am requesting confirmation that this timeline complies with applicable Regulation E requirements. My dispute is based on services not rendered as described and unsafe, uninhabitable conditions, all of which were documented and submitted. If I do not receive a clear response or resolution promptly, I will proceed with formal escalation through the Consumer Financial Protection Bureau. Please advise as soon as possible. Sincerely, XXXX XXXX

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