Consumer complaint received 2025-02-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
XXXX XXXXXXXX sold me some tires. The tires were not in the store I was told to place the order online and schedule the service. I did that and the order was cancelled by XXXX Called XXXX and they placed the order again and then we received a notification that the order was canceled and XXXX support suggested we go back to the store and place the order at the store. Order was placed at the store and we were told when the tires come in I will get a call to schedule the service appointment. I did not receive a call in the final week I was in XXXX. When I returned home I waited for the XXXX XXXX XXXX to call me. The called about XXXX weeks after my return, and I let the person on the phone know I was no longer in the XXXX and that I tried calling and leaving messages at the XXXX department but never received a call back. I told him the order needed to be canceled. I was told to call customer support ; I called support and was told I need to cancel the order at the store. I let customer support know I tried when I received the call and was directed to the support number. I left another voicemail with the service department at XXXX and I have not received a call back yet, it has been at least XXXX months. I called XXXX XXXX and filed a dispute and gave them my order receipt and a copy of my call logs with my attempts to contact XXXX service center and talking to the customer service department. Navy Federal denied my dispute after investigation stating XXXX said XXXX provide documentation that tires are delivered when purchased. My documentation which clearly does not have a delivery date of any kind and the supporting order attempts with in the XXXX app were clearly ignored. For XXXX to be able to show a receipt that you get for ordering in the store and write a letter saying they don't do orders is unacceptable, how easy is it to verify if XXXX allows customers ' order goods and have them delivered? XXXX web search could have shown the " official '' evidence letter was not stating the truth, this was not a policy document provided by BJs just a letter someone wrote. XXXX failed to investigate my complaint at all and denied my claim over XXXX word not evidence. I expected a real review of the evidence I provided to Navy Federal and a real review of XXXX evidence, because a receipt I already provided stating the card was presence like the request was about my card being stolen is not acceptable. I would have been happy to provide any further evidence from within XXXX app of the other order attempts and cancellations to show evidence that this tire was not in stock at the time of the purchases. And if XXXX did install my tires then why were they calling me weeks after the work was supposedly done. I provided evidence of that call in my call logs as well. XXXX inventory should clearly show where those tires are in their inventory and XXXX could have verified with the store that they do not carry the brand that I ordered in the store they have to be ordered. I could have even shown evidence of the car XXXX supposedly installed the tires on and evidence of when and where those tires were purchased to show they were not installed after the supposed work XXXX did. There are so many ways to verify this purchase was not fulfilled and I expect the investigation to actually be conducted this time.

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