Consumer complaint received 2025-01-28 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: NC

Complaint narrative:
OXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX because my AIRBAG came apart from the center of the Steering Wheel on my XXXX XXXX XXXX XXXX. I was advised by service department this was NOT SAFE & was a Safety Issue, I was directed to take truck to service department so they can FIX my steering wheel Airbag. It's apparently held together with a couple of screws/ bolts. The service department technician came out never pulled my truck Into a service bay, they left my truck in the area where you pull up to check in to service department. I waited over XXXX plus hours for a technician to come out, sat on my drivers side seat took a Tool and tighten the screws/bolts that is supposed to hold the Center of the XXXX XXXX XXXX together. I don't live near the area, I live XXXX plus hours east of XXXX, NC. I was told by technician the truck is old, they didn't have any parts or the Steering Wheel In stock, I was willing to purchase a XXXX XXXX wheel if it was needed to. They didn't have anything in stock they assured me they would be able to fix this by tighten the screws/ bolts. They refused to tell me what Tool was needed to Fix this if needed after the fact that day. I drove home, the truck Sat for 6 weeks, I left home on. XXXX and not too long later the XXXX XXXX XXXX came apart the fix didn't holdup. I tried working with ghe service department to see if I could go by the service department on way home for XXXX XXXX & have them Fix the issue. I was told they were short staff that week due to holiday. I called XXXX XXXX he didn't want anything to do with this, I was passed to manager he was NO HELP, I was blamed for why the XXXX XXXX XXXX didn't HOLD. I didn't expect to pay {$210.00} for 10 minutes of time for that to come apart. They didn't use any parts to FIX this issue. I been trying to work with service center, I was blown off by Service Manager, I requested to speak to XXXX XXXX XXXX, towards end of call he advised he would talk to Service XXXX XXXX XXXX to work out where I can get a refund, that was towards end of XX/XX/XXXX, NOTHING. So after the Holidays I contacted NAVY FEDERAL CREDIT UNION XXXX XXXX XXXX XXXX XXXX, I filed a DISPUTE on XX/XX/XXXX at the 115 DAY POINT after XXXX NAVY FEDERAL CREDIT UNION DISPUTES DEPARTMENT send me a Secure MESSAGE 9 Days later staring they are closing the dispute because the Charge was over 60 DAYS AGO, XXXX XXXX XXXX gives their Customers 120 DAYS. I been trying to work with NAVY FEDERAL CREDIT UNION DISPUTES DEPARTMENT & they are NOT helping me out with this dispute and insist it's 60 DAYS, I informed them they are WRONG & it's 120 DAYS. O EXPECT this to be Investigated and a FULL REFUND to be put back on my NAVY FEDERAL CREDIT UNION XXXX XXXX XXXX

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