Consumer complaint received 2026-05-15 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: NY

Complaint narrative:
I have 26 disputed transactions totaling {$7300.00} on my Navy Federal XXXX ending XXXX with XXXX XXXX XXXX XXXX XXXX mobile game merchant ( " XXXX XXXX XXXX XXXX XXXX '' ). Navy Federal has twice refused to consider these disputes citing a " 60-day timeframe '' attributed to " regulations set in place by the Credit Card Network . '' That representation is incorrect. NFCU 's misrepresentation of network rules. On XX/XX/XXXX and XX/XX/XXXX, NFCU denied my disputes citing " regulations set in place by the Credit Card Network '' and " being outside of timeframe. '' On XX/XX/XXXX, I provided NFCU with the exact XXXX reason code ( XXXX, services interruption ), the page reference ( page 151 of XXXX 's Chargeback Guide, Merchant Edition, XX/XX/XXXX ), and the verbatim provision, which expressly allows chargebacks within 120 days of cardholder awareness of service termination and up to 540 days from the original transaction. NFCU repeated their denial, shifting from " credit card network regulations '' to " our current policy '' without addressing the citation. Other XXXX issuers operating under the same rules are engaging substantively with these same disputes. Merchant violations : Suspended my account in XXXX XXXX and blocked access to every prior purchase. Services I paid for are no longer available to me. This is a service termination, the exact circumstance XXXX XXXX addresses. Refused to provide receipts, transaction logs, order history, or any reconciliation data when I requested them. The merchant explicitly refused, citing " privacy and security '' reasons. The merchant does not issue receipts. I can not independently verify any single transaction. Sent hundreds of customer-facing notifications between XX/XX/XXXX and XX/XX/XXXX stating refunds were " processed '' or " successfully refunded. '' No refund has been issued to any card I hold. Confirmed in writing on XX/XX/XXXX that refunds were processed " from our side '' and directed me to contact my payment platform regarding non-receipt. Reclaimed the purchased items by deducting their equivalent in-game value while continuing to defend the same charges to issuers as authorized and non-refundable. The merchant has kept both the goods and the money. Demands additional payment to restore account access, at prices higher than the original transactions. Terms of Service state Virtual Items " shall under no circumstances be refundable. '' Merchant customer service told me on XX/XX/XXXX that XXXX orders are " past the refund eligibility period. '' Both statements can not be true. Maintains contradictory positions for the same transactions : confirms refunds to me while defending the same charges to issuers as non-refundable. Both can not be true. The merchant does not provide transaction-level reconciliation, so I can not identify which refund notifications correspond to which of my 26 NFCU transactions . The pattern applies to all my charges with this merchant including these 26.

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