Consumer complaint received 2026-06-12 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: GA

Complaint narrative:
I have discussed this with merchant XXXX XXXX XXXX, and they refused to credit my account for the {$63.00} I was over charged by, and I disputed it with my bank, Navy Federal Credit Union. The bank said, inexplicably, that they can not credit my account for the disputed amount unless the merchant sends them a document saying what the correct amount should be! Well, the reason it is called a DISPUTE in the first place, is because the merchant doesn't agree that they over charged me, so obviously they aren't going to send the bank a " corrected '' invoice or whatever! Absolutely unbelievable! I told my bank the whole thing comes down to XXXX very simple question : does the merchant have proof that I approved the amount they charged me for? The short, simple answer to that is no, they do not have any proof of that. So, at this point it appears to me that both the merchant and the bank are not even following XXXX 's procedures. Here is the info for the dispute I submitted to the bank in the first place, along with copies and screenshots of the information : The crux of it is they charged me {$85.00} for XXXX tablets of XXXX mg XXXX which I did not authorize. That translates to {$2.00} per tablet. The online price shown on THEIR OWN PRESCRIPTION WEBSITE lists the price as {$0.00} per tablet for XXXX mg strength Carprovet. So, in other words, the price they charged me was almost XXXX TIMES as much as the price listed on their own website. At their office, there was never any discussion of any price for this drug, or of any quantity that I was requesting or that they would give me. The only thing that was said was this brief exchange : the vet tech asked me quickly in passing " do you want to get some while you're here? '' and I replied this practically verbatim : " I looked up some drugs online before I came here and as long as the price is about the same, I might as well get some while I'm here ''. That's it. They then brought out a shopping bag with the bottle of drugs and the receipt and I left. I've been a customer there for 17 years, so I really didn't have any reason to be concerned about being overcharged. When I got home, I looked up the price of the XXXX mg strength of that drug on their website, and was shocked to find they had charged me XXXX TIMES the price shown on their own website. I am emphasizing that it was their website to make it clear that I'm not talking about a price shown on some other company 's website, such as XXXX, XXXX, or XXXX. I'm not talking about those places. I am talking about their own drug prescription website. After discovering this, I called them and said " there must have been a mistake here '', and the clerk said talk to XXXX, he can explain it, and all XXXX said was that the corporation requires them to charge what they charge, and there's nothing he can do about it. Here is more background info : On XX/XX/XXXX I took my old dog XXXX in for an appointment at XXXX XXXX XXXX because I was concerned he was having joint pain/discomfort perhaps from XXXX or just general old age issues that we all have. The way they have done visits at that clinic since XXXX is you just pull into the parking lot, a vet tech comes out and checks you in, then comes to get your dog when the doctor is ready to see them, then brings the dog back when they are done, the doctor discusses what they found, and what course of action is called for. Then a vet tech or clerk in the office checks you out, and brings anything you purchased out to your car and a receipt, and gives it to you. In other words, you don't ever step into the office and transact your business at the front desk like you might expect. I think this is important to know so you understand the overall situation. I have been a customer there since they opened in XXXX and have always trusted them. Unfortunately, what has changed is that XXXX years ago they were either acquired by or partnered with, however you want to put it, a veterinary corporation called XXXX XXXX XXXX, and so now they have that big business, corporate way of thinking and doing business that, sadly, we have all become familiar with. They are no longer " your hometown vet '' that I had been accustomed to and trusted for so many years.

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