Consumer complaint received 2025-10-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I am submitting this complaint because I feel Navy Federal Credit Union mishandled my debit card dispute and did not provide a fair or proper resolution, which has caused me significant financial and emotional stress. 

I paid for my XXXX XXXX and related services from XXXX XXXX XXXX in installments : XX/XX/year> first payment ( deposit ) with XXXX XXXX XXXXXXXX XX/XX/year> second payment with Navy Federal XX/XX/year> third payment with Navy Federal These payments were for services at XXXX XXXXXXXX XXXX, including a costume, food, drinks, a truck for music and shade/rest area, and goody bags. While I received the costume, it was falling apart, and the wingthe most expensive partwas defective. More importantly, the critical services such as the truck, food, and refreshments were never delivered, leaving me and other masqueraders walking in XXXX heat with heavy costumes and no rest or hydration. 

Immediately after the event, the merchant admitted publicly that they were in the wrong and told all masqueraders to request refunds. I tried contacting them multiple times by email and social media from XXXX through XX/XX/year>, but I received no response. Frustrated, I escalated the matter to my bank. I also submitted proof of the merchants admission to Navy Federal.

Despite this evidence, Navy Federal denied my dispute, issuing a temporary credit of {$440.00}, which was then reversed. Their response came on XX/XX/year>, just XXXX week after I filed, which gave me the impression that they did not take sufficient time to investigate. In contrast, XXXX XXXX  XXXX resolved their portion of the same payment on XX/XX/year>, after a thorough review, highlighting a clear difference in the quality of dispute handling. 

The reversal of the temporary credit caused my Navy Federal accountwhich was already overdrawn with OOPS protectionto become overdrawn by over {$1000.00}. Because of this, I was unable to make full payments to bring the account positive, and Navy Federal ultimately closed my account, leaving me without access to my funds and creating serious financial stress.

This situation has been emotionally draining. I trusted Navy Federal to handle my dispute fairly, yet their mishandling of the situation has caused me financial hardship, stress, and frustration. I feel ignored and unsupported, especially after providing clear evidence of the merchants wrongdoing, including public admissions and warnings from other carnival organizers. The merchant has a longstanding reputation for failing to deliver promised services and was banned from both XXXX XXXX and XXXX XXXX XXXX XXXX, yet Navy Federal denied my dispute anyway.

I am requesting that Navy Federal : 1. Reopen or re-review my debit card dispute with Navy Federal. 
XXXX. Correct my negative account balance caused by the reversed temporary credit. 
XXXX. Restore my account or provide an alternative resolution for its closure. 
XXXX. Ensure proper handling of disputes under Regulation E to prevent similar issues for other customers. 

I am submitting this complaint because I want Navy Federal to follow proper procedures, take accountability for their mistakes, and prevent other consumers from experiencing the same stress and financial harm. I have been diligent in providing evidence and reaching out multiple times, and yet I was met with denial and a reversal that directly caused financial loss. I hope this complaint leads to a thorough review and a fair resolution.

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