Consumer complaint received 2025-06-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: NAVY FEDERAL CREDIT UNION
State: ND

Complaint narrative:
XXXX XXXX, XXXX XXXX Credit Card Dispute On XX/XX/year> I made an online purchase using my Navy Federal credit card. The item is a silicon baby bib and eating set that I was purchasing as a gift for my sisters baby shower. The total cost was stated to be XXXX ( see attachment XXXX, Purchase Order Email ). The merchant/vendors website is https : //www.getnamenecklace.com/ and the specific item can be found here, the USD version can be found here. XXXX is equivalent to {$31.00}. Shortly after I noticed a XXXX  XXXX XXXX - {$3100.00} transaction pending on my credit card so I reached out to NavyFeds support team the same day, XX/XX/XXXX. They recommended to wait till the transaction posted to see if it was just a mistake that would be fixed. On XX/XX/year> the transaction posted under the same name and amount previously stated ( see attachment XXXX, Bank Credit Card Transaction ). On XX/XX/XXXX, immediately upon noticing the transaction was posted, I called NavyFed Support again, they instructed me to reach out to the vendor first and if that did not work, to file a transaction dispute. 
That same day, following NavyFeds instructions, I sent a direct email to the vendors support email ( see attachment XXXX, Initial Email to Merchant Support Team ) which they did not reply to so I submitted a question via their website. Right after I submitted the question, I got an email confirming my order was being shipped ( see attachment XXXX, Purchase Order Email ). The vendors support team didnt respond until XX/XX/year>, ( see attachment XXXX, Email Traffic with Merchant XXXX ) the day after the order was shipped. They essentially stated that their website is USD by default and they charged me the right amount of XXXX. I want to note that the way they format XXXX on their website is misleading. Firstly, XXXX is never formatted with decimal places ; secondly, upon checking out, you will notice XXXX slightly different transaction totals. In my case, XXXX total is XXXX and the other is XXXX. What I think happened was that the merchant or my bank dropped the decimal in XXXX, making it XXXX which, on XX/XX/year>, roughly converts to {$3100.00} which is extremely close to what I was charged. From XX/XX/XXXX to XX/XX/XXXX, I was going back and forth with the merchant till they eventually stopped responding ( see attachment XXXX Email Traffic with Merchant XXXX ). 

After the merchant stopped responding, I submitted credit card disputes for that transaction via Navy Federals website, app, and support team calls which ultimately resulted in the original dispute being denied. After a dispute is denied by Navy Federal, you can not submit another dispute for the same transaction. On XX/XX/year>, I received an email from the merchant stating my order had been delivered and I called my family to confirm this ( see attachment XXXX, XXXX Delivered Email ). On XX/XX/year>, I spoke with another XXXX of Navy Federals support team members, who instructed me to send them proof of the orders tracking and shipping via Navy Federals Message Center. They wanted to try and approach the issue under the idea that I never received the item ( which was not true and I told them this ), so I attached XXXX images showing just that ( see attachment XXXX Navy Federal E-Message XXXX and attachment XXXX Order Tracking ). Between XX/XX/XXXX and XX/XX/year>, I continued to call Navy Federals support team to check on the progress. On XX/XX/XXXX I noticed an adjustment had been made to my credit card account ( see attachment XXXX, Adjustment v1 ). Upon seeing this adjustment, I assumed that the issue had been resolved. However, on XX/XX/XXXX, I noticed a XXXX  XXXX XXXX - {$3100.00} ( see attachment XXXX Adjustment XXXX ) had posted to my account, which is identical to the adjustment subtracted from my statement on XX/XX/XXXX. 
On XX/XX/XXXX, I called Navy Federal once again and was told that the alternate approach failed, that the merchant was able to show proof of delivery. I refused to give up and so on XX/XX/year> I submitted another Message to Navy Federals Message Center ( see attachment 10, Navy Federal E-Message v2 ) with much more evidence/attachments. Again, it failed, but this time their reason was that the merchants bank was denying the claim and that they could no longer assist me. I kept calling Navy Federals support team to try to see if someone there had any idea what to do yet none could offer me advice outside of contacting the merchant or seeking legal advice. 

Without assistance by Navy Federal, I went back to emailing the merchants support team between XX/XX/XXXX to XX/XX/XXXX. ( see attachment XXXX, Email Traffic with merchant XXXX ). They simply stated Hello there is no way we charge you XXXX usd basically sticking to their story that they did nothing wrong. I emailed them once more asking, if I returned that item, would I get the full refund of {$3100.00} ( see attachment XXXX, Email Traffic with Merchant XXXX )? They responded on XX/XX/year> asking for pictures of the issue. The thing is, I never stated there was anything wrong with the item and their return policy does not strictly state the item has to be broken or damage. So, I did not send them photos of the purchased item. Instead, I questioned them further trying to get them to both agree that I can return the item and confirm that they did charge me {$3100.00}. Of course they ceased contact with me, refusing to answer or contact me further. 

Not sure what to do at this point I filed complaints against XXXX XXXX XXXX XXXX XXXX XXXX, the Federal Trade Commission, and XXXX XXXX Attorney General, but since they are a foreign company, these entities could not help me.

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