Consumer complaint received 2025-08-12 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: PA

Complaint narrative:
Subject : Complaint Against NFCU Mishandling of Disputed Charges and Denial of Provisional Credit To Whom It XXXX Concern, I am submitting this complaint regarding NFCU and their mishandling of multiple disputed charges on my XXXX  NFCU XXXX Debit Card ending in XXXX. My experience with XXXX XXXX and XXXX departments has involved delayed actions, inconsistent treatment, lack of proper communication, and a failure to follow standard dispute protocols particularly regarding provisional credits with myself ( Guest XXXX - XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX. 
Incident Summary : On XX/XX/year>, I made a cruise reservation telephone conference call to XXXX XXXX with XXXX guests : * Guest XXXX : XXXX XXXX * Guest XXXX : XXXX XXXX ( a family member under NFCU membership ) * Guest XXXX : XXXX XXXX XXXX ( Sister of XXXX XXXX under NFCU membership ) All XXXX  guests were charged {$140.00} each XXXX guests ( Guest XXXX XXXX XXXX XXXX XXXX  ) were charge to XXXX XXXX NFCU XXXX XXXX XXXX ending in XXXX the charges of {$140.00} were posted separately ( for a total is XXXX. ) My Charge for Guest XXXX : XXXX XXXX XXXX for {$140.00}. 
I canceled the entire reservation ID XXXX the same day on XX/XX/year> thru XXXX XXXX XXXX Invoice which include all XXXX XXXX. 
I received the Cancellation ID : XXXX as well on the same day on XX/XX/year> sent by XXXX XXXX. 
On XX/XX/year>, XXXX XXXX immediately after contacted XXXX XXXX Department and requested provisional credits for both Guest XXXX and Guest XXXX ( Myself and XXXX XXXX XXXX ) totaling {$290.00}. He submitted all documentation ( reservation, cancellation proof, invoices, voicemail written transcript, timeline, etc. ) as requested. 

On XX/XX/year>, XXXX XXXX received the full cruise invoice showing charges for the cruise originally scheduled for XX/XX/year>. 
Instead of issuing a provisional credit, NFCU processed the charges, despite being informed the cruise had been canceled. Meanwhile, XXXX XXXX found out that Guest XXXX ( XXXX XXXX XXXX, whose charge was similar ( {$140.00} ) and part of the same canceled reservation, was issued a provisional credit promptly of {$140.00}. 
XXXX called NFCU numerous times over several days, and was continuously given different responses. 
The XXXX Department stated : * They had to initiate an investigation * That provisional credits are Optional-not guaranteed * That it could take XXXX business days just to process the request XXXX XXXX XXXX XXXX to XXXX XXXX XXXX XXXX whom confirmed they had not been contacted by NFCU at XXXX, and they issued a partial refund themselves to XXXX XXXX XXXX XXXX though the entire reservation was canceled at the same time. 
My Concerns : XXXX. Inconsistent handling of the dispute Guest XXXX ( XXXX XXXX ) received a provisional credit while Guest XXXX ( XXXX XXXX ) and Guest XXXX ( XXXX XXXX XXXX XXXX XXXX not, despite identical charges and cancellations. 
XXXX. Failure to issue provisional credits as per standard dispute practices under Regulation XXXX. 
XXXX. NFCU paid the charges despite being informed they were under dispute and had been canceled. 
XXXX. Delays and lack of communication from NFCU XXXX and XXXX Department XXXX, causing financial hardship. 
XXXX. XXXX XXXX has confirmed no contact from NFCU regarding the dispute, proving NFCU did not even attempt to investigate before paying the merchant. 
Navy Federal Credit Union is withholding my funds, ignoring standard dispute procedures, and engaging in inconsistent and possibly discriminatory handling of this case. I believe this XXXX constitute a violation of the XXXX XXXX Transfer Act ( XXXX ) and/or bad faith practices under federal consumer protection law. 
XXXX Requested : A full refund immediately today of my total charges of ( {$140.00} ) that were wrongfully paid despite a valid cancellation. 
An explanation from NFCU regarding why I was denied a provisional credit while another guest on the same booking received XXXX. 
Confirmation that NFCU has updated its procedures to ensure consistency and fair handling of disputes. 
I appreciate your urgent attention to this matter.

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