Consumer complaint received 2026-01-03 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: GA

Complaint narrative:
On XX/XX/year>, I was charged XXXX debit card transactions totaling {$560.00} ( {$240.00} and {$320.00} ) by XXXX XXXX XXXX XXXX XXXX for a prepaid childrens birthday event. The charges were made pursuant to a signed Event Order contract that listed specific, enumerated services to be provided.

Although an event occurred, the merchant failed to deliver multiple contractually required items. The contract required XXXX individual Junior Meals, each consisting of pizza, fries, a drink, and a sweet treat. The invoice reflects a charge for XXXX personal pepperoni pizzas. In reality, only XXXX shared pizzas were provided for all children, fries were shared and undercooked, drinks were watered down, and no sweet treats were delivered. Event signage prepared by the merchant also listed incorrect ages for both children, demonstrating defective execution of the coordinated event. 

After the event, XXXX XXXX XXXX Manager contacted me requesting feedback. I provided a detailed written complaint outlining the contractual failures and requested resolution. I followed up again after receiving no response. The merchant never replied, offered no explanation, apology, or attempt to cure the documented failures. 

After receiving no response from the merchant, I attempted to recover the charges through my financial institution and disputed both debit card transactions with Navy Federal Credit Union. I provided extensive documentation, including the signed contract, invoice and receipt, photographs, and written correspondence. 

On XX/XX/year>, Navy Federal denied the disputes using boilerplate language stating that services were performed and paid for and that there was no record of service cancellation. These statements mischaracterize the dispute, which does not involve cancellation and does not allege that no event occurred. It concerns services not rendered as agreed under a contract.

I submitted a detailed written appeal requesting supervisory review under Regulation E and followed up again on XX/XX/year>. Despite this, Navy Federal removed provisional credit and did not address the evidence submitted. Provisional credit was also issued for only XXXX of the XXXX disputed charges, even though both charges arose from the same event, contract, and alleged errors. 

Navy Federals responses do not reflect a reasonable investigation as required under Regulation E, 12 C.F.R. 1005.11. The bank did not evaluate whether the electronic fund transfers were correct in light of the contract terms and documented non-delivery of charged items, and it failed to properly apply provisional credit while the investigation was pending. 

I am filing this complaint because Navy Federal Credit Union failed to properly investigate my dispute, improperly removed provisional credit, and did not comply with Regulation E requirements.

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