Consumer complaint received 2024-02-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: AZ

Complaint narrative:
On XX/XX/XXXX I was refunded {$250.00} and {$1700.00} by XXXX XXXX owner of XXXX located in XXXX, NC. The merchant sent a refund for a purchase i made with her that she could not honor. On XX/XX/XXXX at XXXX EST i spoke with a Navy Federal rep over the phone by the name of XXXX since the funds were not automatically put into my account but pending. XXXX stated that they had received proof from XXXX that they are sending them the funds and he let me know that the finds would be deposited back into my business account by XX/XX/XXXX. XX/XX/XXXX came and my funds was not in my account. When I log into my bank account the funds was no longer eve pending into my account it looked as if there was no transaction of the refund at all to my account. I contact Navy Federal via phone once again and spoke to two reps at this time. One rep named XXXX at XXXX EST and she transferred me to a man named XXXX XXXX XXXX EST. XXXX was suppose to be the supervisor on her shift because XXXX was clueless on how to help since the situation did not make any sense to her. XXXX stated that he was able to see that a refund was initiated however it was not approved and he did not have a clue why. He advice me to go into the actual branch office to get more information which I did I also contacted the merchant to inform her that i never got the refund same day which was XX/XX/XXXX. Merchant replied back to me on XX/XX/XXXX stating i should have my refund, that the money was taken out of her bank account and never sent back to her from Navy Federal and navy federal never sent the funds back to XXXX her XXXX  system. I have been talking to a manager by the name of XXXX who read and verified all of the messages between me and XXXX the merchant and since the merchant requested a dispute to be placed so I can receive my funds that is what XXXX did on XX/XX/XXXX. At that time I had uploaded all the documents showing proof of the refund, purchase, text messages, etc. between me and the merchant via the website that Navy Federal emailed me. On the email it stated that if I failed to upload the documents it can take them 4 months to approve the dispute however if I can show proof i can have my funds within 48 hours. I never got my funds once again and the funds still has not been sent back to the merchant XXXX. I returned back to the Navy Federal branch and spoke with XXXX again who called to check the status of the dispute since it still said pending and she could see all my documents was uploaded. XXXX the manager called their dispute section and asked the rep how long will my dispute be pending because all of my documents has been uploaded and I should have had my refund when it was processed. They claimed the refund was denied by Navy Federal because the merchant did not say why she was refunding my funds back to me which technically is no ones business its my money. The stated she needed to put return of goods however XXXX only allows a refund option and there is no reason to put. The rep told XXXX that they can take 120 to process a dispute regardless of my documents being uploaded however that is not what the email stated when i press on the link. Weeks went by and I returned back to Navy Federal and talked to a different manager because XXXX was off this particular Friday which was XX/XX/XXXX. He called the disputes department once again and at this time the gave me a provisional credit which is suppose to be for 30 days to give time for the merchant to deny the dispute claim however XXXX has already informed them that the merchant is requesting the dispute. This same day XX/XX/XXXX i cam home to check the dispute status and seen the provisional credit deposited into my account and the documents was still uploaded in the portal. On Monday XX/XX/XXXX i got an email from Navy Federal stating that my dispute case was denied that i did not provide proof in time which proof was submitted on XX/XX/XXXX they even had the conversation of me telling the merchant that all of our convos was updated to the portal so they see she asked for a dispute to be processed.They are now trying to take the credit away and not give me my money. navy federal has stolen the funds of {$1700.00} plus the {$250.00} from me. The funds has not been returned to the merchant XXXX and they never sent the funds back to XXXX.

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