Consumer complaint received 2025-05-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
I am writing to file a formal complaint against Navy Federal Credit Union due to a persistent and inexplicable overcharge on my credit card account. This discrepancy, amounting to {$65.00}, has persisted despite multiple attempts to resolve the issue directly with the institution. 

The genesis of this ordeal traces back to transactions initiated on and after XX/XX/XXXX. Upon meticulously reviewing my transaction history up to the present date ( XX/XX/XXXX ), and diligently compiling a comprehensive record in an accompanying spreadsheet, the true outstanding balance should unequivocally be {$55.00}. This figure is derived from a total of {$1300.00} in charges offset by {$1200.00} in payments and refunds. 

However, the balance reflected by Navy Federal Credit Union inexplicably stands at {$120.00}, an overage of {$65.00} that casts a shadow of doubt upon the integrity of their financial record-keeping. 

My attempts to seek clarification and rectification have been met with frustrating resistance. On the first of two lengthy recorded calls with Navy Federal representatives in recent weeks, I was initially assured that the inflated balance was merely a temporary artifact of pending transactions and refunds. I was explicitly instructed to call back in ten business days, at which point, I was told, the figures would align.

Adhering to this directive, I contacted Navy Federal again, only to be met with a dismissive stance. I was informed, with an unsettling air of infallibility, that the " system '' does not err and therefore no overcharge could have occurred. Furthermore, I was dismayed to learn of the apparent absence of a dedicated department equipped to address such blatant discrepancies. The only recourse offered was a referral to the " balance department '' to receive a statement a document I explicitly stated was not the crux of the issue, as my own calculations clearly demonstrated the overcharge. 

This experience has been profoundly unsettling, evoking a sense of being deliberately fleeced. Given Navy Federal 's prior history of a significant scandal involving the overcharging of its patrons through insidious overdraft fees, I can not dismiss the gnawing suspicion that this may be yet another instance of surreptitious bookkeeping, a clandestine attempt to bolster their financial standing at the expense of their unsuspecting members. The refusal to acknowledge this clear discrepancy and the lack of a meaningful avenue for resolution have engendered significant mental and emotional distress. I feel victimized by an institution I entrusted with my financial well-being. 

I implore you to initiate a thorough and impartial investigation into this matter. I refuse to be passively subjected to what I believe is a blatant overcharge, and I am reporting this to ensure that a genuine inquiry is conducted, one that transcends the limitations and potential biases of an internal " balance department '' review. The attached screenshots of my transaction history from XX/XX/XXXX, to the present, along with the corresponding XXXX spreadsheet, serve as irrefutable evidence of this unwarranted inflation of my credit card balance. It is evident that Navy Federal has manipulated the balance in a manner that is not transparently reflected in the transaction history.

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