Consumer complaint received 2025-09-08 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: FL

Complaint narrative:
1. The Company I am complaining about is : Navy Federal Credit Union 2. The other company involved is : XXXX XXXX I am filing this complaint against Navy Federal Credit Union for its failure to properly investigate a credit card dispute and for providing misleading and false information regarding consumer protections. 

The initial dispute is with a merchant, XXXX XXXX, for a charge of {$530.00} on my Navy Federal credit card. My claim is based on a bait-and-switch transaction and fraudulent billing. 

On XX/XX/XXXX, I reached out for a " Bleach and Tone '' service and received a quote of " {$120.00} plus product '' via text message. I booked the appointment under this information. 

On the day of the appointment, the stylist informed me she would not perform the service I requested. She changed the service to a " partial coloring '' without disclosing the name of the new service or its price. 

The final price of {$530.00} was not disclosed until after the 4.5-hour service was completed. The final receipt was for a " Long Full Highlights with Haircut '' a service I neither booked nor received.

I filed a chargeback with Navy Federal. The bank has now closed my claim, stating that I " accepted the amount charged '' because I paid for the service. I appealed this decision, providing all documented evidence of the fraudulent practices, including the initial quote, the appointment confirmation, and the final receipt. 

Today, XX/XX/XXXX in response, Navy Federal 's e-message stated : " Unfortunately, per XXXX regulations we have no recourse for dispute claims regarding the quality of services which were received in full and accepted and/or paid for under duress at the time of purchase - such as salons or restaurants wherein services, while unsatisfactory, were still rendered. '' I am complaining because Navy Federal 's position is a gross misrepresentation of consumer protection laws and XXXX regulations. My dispute is not about the " quality '' of a service. It is a dispute over deceptive and fraudulent billing practices. The merchant deliberately withheld the final price and changed the service without my consent, leaving me with no option but to pay at the end of a long appointment. This constitutes being paid for under duress, which is a valid reason for a chargeback. Additionally, the owner admitted some deception, and even gave a partial refund, though not a full refund ( see attachments ). Many more text conversations with the business owner and stylist can be provided upon request.

Navy Federal 's refusal to properly investigate this claim and its misleading advice are unacceptable. By denying my claim, Navy Federal is siding with a deceptive business and failing to protect me, its member, from a clear case of financial fraud.

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