Consumer complaint received 2024-03-20 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: AZ

Complaint narrative:
MEMBER NUMBER : XXXX I am writing to file a formal complaint with the Consumer Financial Protection Bureau regarding a disputed charge on my Navy Federal Credit Union XXXX XXXX card, totaling {$2800.00}, related to a transaction with XXXX on XX/XX/XXXX. 

Background : I booked an accommodation through XXXX and split the payment, with half of the amount charged to my XXXX XXXX card and the other half charged to my Navy Federal Credit Union XXXX XXXX card. Upon arrival at the property, it became apparent that the property was grossly misrepresented in the listing, being uninhabitable due to various issues such as mold, dirt, malfunctioning amenities, and overall unsanitary conditions. 

Dispute Process : I immediately initiated a dispute with Navy Federal Credit Union regarding the {$2800.00} charge on my card. Initially, they provided a provisional credit pending investigation. However, on XX/XX/XXXX, Navy Federal Credit Union charged back the {$2800.00} to my card, claiming that XXXX XXXX informed them that the dispute was closed and not found in my favor. This is despite the fact that XXXX XXXX, after conducting a thorough investigation, found in my favor and issued a refund for the first half of the payment made through their card. 

Communication Efforts : Since XX/XX/XXXX, I have been diligently reaching out to Navy Federal Credit Union 's customer service department, making numerous calls and submitting over 35 requests through their website for communication. However, their customer service representatives have been unhelpful, stating that they will not reopen the investigation based on misinformation about XXXX XXXXXXXX XXXX stance. 

Request for Intervention : I am disputing this charge and seeking your intervention for the following reasons : The property in question was uninhabitable and did not meet the advertised standards. 
XXXX XXXX, after conducting its investigation, found in my favor and issued a refund for the first half of the payment, proving the validity of my claim. 
Navy Federal Credit Union 's refusal to reopen the investigation or communicate effectively with me despite evidence and multiple attempts on my part is unacceptable. 
Enclosures : Attached to this complaint, you will find : Documentation of the original XXXX listing and the property 's actual condition upon arrival. 
Screenshots and transcripts of communication with Navy Federal Credit Union and XXXX XXXX. 
Proof of payment and refund from XXXX XXXX. 
Records of attempts to communicate with Navy Federal Credit Union 's customer service. 
I kindly request the Consumer Financial Protection Bureau to investigate this matter thoroughly and facilitate a fair resolution, including the reinstatement of the {$2800.00} chargeback on my Navy Federal Credit Union XXXX XXXX card. 

Thank you for your attention to this urgent matter. I look forward to your prompt response and assistance.

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