Consumer complaint received 2024-10-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION
State: RI

Complaint narrative:
Dear CFPB Team, I am writing to request your assistance regarding my ongoing dispute with Navy Federal Credit Union concerning transactions related to XXXX XXXX XXXX. I would like to emphasize that the investigation conducted by the credit union must be reasonable, as stipulated under XXXX. This includes a thorough review of all relevant information within their own records. 

My evidence demonstrates that XXXX XXXX XXXX operates illegally in Rhode Island and potentially throughout the United States. The issues at hand include : - Unlawful Operation : XXXX XXXX XXXX conducts business illegally in the state. 
- False Licensing Claims : The merchant falsely claims to be a licensed gambling entity incorporated in the XXXX XXXX  XXXX. 
- Potential XXXX Violations : There are indications of racketeering and other violations related to organized crime.

- Regulatory Risks : Evidence includes the XXXX  Attorney Generals cease-and-desist order against a similar unlicensed entity. 
- Misuse of Merchant Category Code ( XXXX ) : XXXX XXXX XXXX has used a non-gambling XXXX of XXXX instead of the correct XXXX, likely to evade detection as a gambling operation. 
- Mishandling of Customer Information : The discrepancies in screenshots provided by the merchant indicate mishandling and misrepresentation of customer information. 
- Fraudulent Practices : Throughout the dispute file, there are signs of fraudulent requests and deceptive practices from the merchant. 

NCFU denied my disputes. When I requested them to send me " copies of all documents and materials that were reviewed and used by investigators in determining the outcome of my disputes '', I learned that the evidence submitted by the merchant only includes screenshots of the transactions and proof of authorization. I have also debated the authorization argument, citing XXXX  Product and Service Rules, specifically Dispute Condition XXXX : Invalid Data, page XXXX ( XXXX XXXX XXXX ), as well as the Unlawful Internet Gambling Enforcement Act of XXXX ( UIGEA ), which prohibits financial institutions from knowingly accepting payments from illegal online gambling operations. 

I believe this evidence from the merchant is insufficient to justify the outcome of the disputes, particularly given the clear indications of unlawful practices, including fraud and deceptive tactics by XXXX XXXX XXXX. In alignment with regulatory obligations under Regulation E and the EFTA, I believe that NCFU has failed to conduct a comprehensive investigation that goes beyond the initial consent provided in these transactions and takes into account the evidence of illegality and deceptive practices by the merchant. The lack of comprehensive documentation and investigation raises significant concerns about the decision-making process and the adherence to relevant regulations. 

As most of the transactions were made using third-party services, payment providers, and network providers, such as XXXX XXXX, I kindly request that the CFPB take the necessary steps to investigate this matter. I believe that a thorough investigation is warranted to ensure that consumer protections are upheld and to address any potential violations of the Electronic Fund Transfer Act ( EFTA ) and other relevant consumer protection laws.

I have just submitted an appeal to Navy Federal Credit Union and am hopeful for a fair
resolution. Attached to this complaint, you will find both the initial dispute document ( including supporting evidence ) and the appeal, as well as Navy 's response to my request for copies, which includes the merchant 's response. Your oversight in this matter would be greatly appreciated. 

Thank you so much for your attention to this issue. 

Sincerely, XXXX XXXX

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