Consumer complaint received 2025-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
Consumer Complaint Against : Navy Federal Credit Union ( NFCU ) and AND Merchant : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am filing this complaint because Navy Federal Credit Union has improperly denied my dispute installment charges of {$2300.00}, {$3000.00}, {$2000.00} and {$500.00}. These charges are related to a coaching/mastermind program known as the XXXX XXXX XXXX. And these charges were charged to my debit card in monthly installments starting in XXXX of 2025 and ending around XXXX of 2025. Despite submitting clear evidence of misrepresentation, unauthorized program downgrades, removal of access, and services not rendered, NFCU closed my dispute citing only that the charge was valid, without addressing the actual basis of my complaint. 

I paid a total of {$12000.00} for a year-long mastermind program. After payment, the merchant changed the terms of the program, added new undisclosed requirements, and moved me into a lower-tier {$2900.00} program that I never agreed to. Shortly after, the merchant completely removed my access to the program in retaliation and removed my access to the materials I paid for. This is a textbook case of services not rendered, misrepresentation, and bait-and-switch tactics. 

I provided Navy Federal with : Screenshots showing that I no longer have access to the {$12000.00} program Proof that I was downgraded into a {$2900.00} program without consent Evidence of being removed from the XXXX platform entirely Emails, screenshots, and statements documenting misrepresentation A breakdown of the merchants changing of agreed-upon terms Proof of attempt to resolve directly with the merchant Despite this, Navy Federal dismissed my dispute solely because the transaction was authorized, which was never the basis of my claim. My dispute is not about fraud it is about non-performance, failure to deliver promised services, and unfair business practices, which card-network rules explicitly protect consumers against.

Why I Am Requesting CFPB Assistance : Navy Federal failed to conduct a proper investigation and ignored the core issue : I paid {$12000.00} total ( majority of these payments on my Navy Federal Debit Card, and another payment on an XXXX Credit Card ) for a service that was changed, downgraded, and ultimately taken away entirely. 

Their response : Did not address the services not rendered component Did not review or acknowledge the evidence I submitted Relied on a template denial instead of investigating Ignored clear card-network dispute rights for non-delivery Violated consumer protection standards for reasonable investigation Additionally, Navy Federal told me to resolve it with the merchant, despite : The merchant removing me from the platform after payment The merchant refusing to provide the purchased service The merchant demonstrating clear bait-and-switch practices And the merchant clearly not trying to come to any kind of solution.

At this point, Navy Federal is refusing to uphold dispute protections and has placed the financial burden of a merchants misconduct entirely on me. 


What I Am Seeking I am requesting that the CFPB : 1. Require Navy Federal to reopen and properly investigate my dispute.

2. Require Navy Federal to submit the case through the correct chargeback category : Services Not Rendered/ Misrepresentation, not valid transaction.

3. Require Navy Federal to acknowledge and review the evidence of : Unauthorized downgrade Access removal Misrepresentation Failure to deliver agreed services 4. Require Navy Federal to issue a chargeback or provisional credit while the matter is re-investigated.

Both the merchants deceptive practices and Navy Federals failure to uphold consumer dispute protections have been completely unprofessional and unacceptable. 

I am requesting the CFPBs assistance to ensure a fair and lawful investigation is conducted.

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