Consumer complaint received 2025-07-19 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: TX

Complaint narrative:
Im filing this complaint because Navy Federal Credit Union ( NFCU ) closed my credit card dispute for a {$670.00} charge made through XXXX XXXX for a XXXX flight without conducting a complete and fair investigation. 

On the day of my scheduled flight to XXXX, I arrived at the airport at XXXXXXXX XXXX for a XXXXXXXX XXXX XXXX departure. My passport was scanned twice at the check-in area. Airlines, including XXXX, electronically log and timestamp passport scans to confirm passenger presence. These scans serve as verifiable proof that I arrived on time and attempted to check in for my flight. 

However, I was denied a boarding pass at the counter and could not board. While still in XXXX, I emailed XXXX asking why I was denied boarding. Their official response ( included below ) instructed me to contact XXXX ( Which I did when I got back stateside via a phone call ) directly to resolve the issue. I did exactly that. 

Despite this, XXXX only refunded {$71.00} and left the remaining {$590.00} unpaid. I filed a dispute with Navy Federal, providing : My arrival time at the airport ( XXXX XXXX  for a XXXX XXXX flight ) Proof that my passport was scanned twice Screenshots of my email exchange with XXXX XXXX/ Navy Federal Credit Unions response telling me to go through XXXX or the legal system to resolve the issue My follow-up communication with XXXX and their lack of appropriate resolution Navy Federal closed the dispute claiming I accepted the service, which is falseI never received the boarding pass or flew on the round trip flight with XXXX Additionally, my flight itinerary from XXXX did not include any check-in instructions or cutoff times, which contributed to the denial. 

After Navy Federal closed the case today, I called XXXX directly again today. A representative named XXXX admitted over the phone that the email evidence I sent proves I was on time and shouldve been issued a boarding pass. He then followed up with this written email : From : XXXX, XXXX XXXX XXXX, I hope this email finds you well. Im writing you this email regarding your refund case. Since youve mentioned that youve arrived at the airport on time and still the airline marked you as a no-show, Ive sent an email to them regarding your case and Ive also attached the screenshot of the mails which youve sent to XXXX and which shows that youve arrived on time. 

I kindly request you to wait for 24-48h to get an update on this. 

Regards, XXXX This matches XXXX own written response to me : Re : Flight to XXXX XXXX # XXXX From : XXXX, XXXX Contact Center Dear XXXX XXXX XXXX We are writing to inform you that we need your travel agency to contact us directly in order to process the cancellation of your booking. We are unable to proceed until we receive confirmation from them. Please reach out to your travel agency as soon as possible to ensure a smooth cancellation process. 

All I ever asked Navy Federal to do was require the merchant ( Hopper ) or airline ( XXXX ) to provide documentation that I was late or missed check-inwhich they never did. Airlines retain timestamped digital logs of every passport scan. XXXX has not provided this, likely because it would show I was on time.

Instead, Navy Federal sided with a vague no-show claim from the airline without verifying it or asking for the full picture. This resulted in me being out nearly {$600.00} and having to pay {$1200.00} for a flight with XXXX XXXX back to the states, {$240.00} for a taxi ride to XXXX XXXX to fly with XXXX XXXX in XXXX and almost be stranded overseas, despite doing everything I could to resolve the issue correctly and professionally. 

Again I was at the airport and at the check in counter by XXXX for my XXXX flight which for arrivals and departures XXXX doesnt state where to find the check in counters. This is stated on the XXXX itinerary Passengers must checkin at-the counter at least 1 hour before departure. I should have received my boarding pass from XXXX staff at the checkin counter after they scanned my passport twice instead they gave me the run around and I had to pay more cash for a different flight with a different airlines, pay to travel to a different airport just so I could get back to the United States of America. 

I request the CFPB : Require Navy Federal to reopen the dispute or file a second dispute with proper documentation review Require XXXX and XXXX to submit timestamped boarding records or proof that I was late ( which they can not ) Ensure that Navy Federal complies with Regulation Z in reviewing disputes thoroughly and impartially Help recover the full {$670.00} charge that was paid for a service I did not receive

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