Consumer complaint received 2026-04-27 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:
In XX/XX/year>, I purchased a winter coat for {$600.00} using my credit card from a merchant called XXXX XXXX XXXX in XXXX, NY. The product was represented as a quality item, but within a few days of use it became defective. The inner lining began falling apart, the drawstring broke, and the seams inside the pockets tore. Within several days of purchase, I returned to the store to report the defects. The female store staff did not speak any XXXX and could not help be directly. She instead contacted the owner by phone, she passed me her cell phone and the owner instructed me me to leave the coat at the store for inspection and resolution upon his return would contact me. I complied and left the item with the merchant along with my contact information, with the understanding that I would receive follow-up. After several weeks with no response, I contacted the store again and was told I would be contacted when the owner was available. I did not receive any follow-up, and no refund, repair, replacement, or return of the item was ever provided. Due to the lack of response, I filed a dispute with my credit union. A provisional credit was issued. The merchant later submitted photographs claiming the coat was returned damaged and dirty. I dispute this characterization. The coat was returned due to the defects described above and left in the merchants possession at their request. Once the merchant took possession of the item, I no longer had the ability to verify its condition or respond to photographs submitted afterward. The Navy Federal Credit Union reversed the provisional credit and charged me {$600.00} plus interest, relying on the merchants submission. However, the merchant retained the merchandise and did not provide any resolution. The merchant claims that I never returned to the store for resolution. I made two attempts, one in person and the other over the phone to speak to him directly, and left a my contact information for his follow up on both occasions. No follow up from the merchant occurred. I could not risk the time or money that it would take me to return to the store in person without the assurance that he would be there since he was not at the store when I dropped off the jacket nor did he call me back when I followed up a second time over the phone. At no point did I receive the item back, a repair, a replacement, or a refund. The merchant has retained both the goods and the payment. When I filed the dispute with Navy Federal Credit Union, they credited me the {$600.00}. When the merchant filed a counter-dispute they Navy Federal Credit Union reversed the credit and charged me the {$600.00} for the jacket. The balance has been accruing interest since the credit union 's reversal of decision. Nowhere in the credit union 's response to my dispute for the reversal did they hold the merchant accountable to provide proof that he made a " good faith '' effort to schedule an in person meeting or a telephone follow up to provide me remedy.

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