Consumer complaint received 2024-07-29 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: SC

Complaint narrative:
XX/XX/year>, disputed charge for services in the amount of {$4000.00}. NFCU requested supporting documentation. An abundance of supporting documentation was uploaded within a week. 

XX/XX/year>, received message dispute was closed due to not receiving documentation. After weeks of back and forth, providing more documentation, NFCU sent a message that the case was closed because of XXXX policy not accepting disputes after 120 days. 

XX/XX/year>, I provided additional documentation. 

XX/XX/year>, NFCU Response : Thank you for using Navy Federal 's XXXX service. Your documentation and your request to reopen your dispute claim has been received and is under further review. Once your case has been reviewed, you will be notified of any actions taken by email and/or letter to your address on record. 

XX/XX/year>, NFCU closed the dispute due to not receiving " supporting documents ''. 

XX/XX/year>, NFCU response : We have received your dispute and upon further review, we will need some additional information in order to move forward with your claim : - Please advise us what was purchased and how was the services not completed correctly. 
- Second opinion from a XXXX XXXX XXXX that specifically states what was not completed by merchant. 
- Dates of services expected to be complete. 

XX/XX/year>, I replied that I'm confused because you closed the original dispute and it's no longer available for me to see. Do you still have access to the numerous documents that I've previously submitted? I'm not sure why you're asking me what was purchased/disputed again. You want a third party merchant to provide a statement that something wasn't completed? Or, do you want a statement from a third party for the cost to correct what was purchased? Dates of services for what exactly? For the services to be completed by a third party merchant? 

XX/XX/year>, NFCU response : We regret any frustration this situation may have caused, however, we followed our current policy while assisting with your dispute claim. There was not enough supporting documentation or evidence to move forward in the dispute process. As a result, the dispute was closed.

**Please be advised, we may not have dispute rights due to the timeframe allowable for disputes. 

We will need some additional information in order to reopen your claim : - Second opinion from a Third Party Merchant that specifically states what was not completed by merchant. 

- Dates of services expected to be complete. 

XX/XX/year>, I replied : Please see the attached third party document describing the defects and costs for repair for what was not completed by the merchant. 

I'm not sure what you mean by the dates of services expected to be complete. If you mean when the stairs will be removed and reinstalled appropriately, that depends on if I receive the money back from the merchant who performed the service incompletely and incorrectly the first time. 

XX/XX/year>, NFCU response : While we are sympathetic to your situation, we will be unable to assist you with your dispute. As stated on the reverse side of your billing statement, Navy Federal must be notified of a dispute within 60 days of the transaction posting date on your statement. However we sent a letter requesting supporting documentation on XX/XX/year>. When the documentation was not received, the case was closed. Now Your documentation was received outside of the 60-day time frame in which we can take action to attempt to resolve a dispute. We can only suggest that you continue your efforts to resolve this matter directly with the merchant. 

XX/XX/year>, I replied : This is not the first message. There is a long history of providing numerous documents and some nameless person at NFCU " closing my case '' because the dozens of documents and images I submitted were somehow disregarded. 

XX/XX/year>, NFCU response : Thank you for this feedback. Navy Federal does listen to the concerns of our members. Your perspective is important to us. We regret any frustration this situation may have caused. Many changes come about from the input of our membership ; however, we followed Network Regulations while assisting with you dispute claim. Supporting documentation was requested to provide us the best opportunity to successfully resolve your claim and establish where the transaction was within timeframe to pursue a chargeback. After a review the presented documentation, it was determined the transaction is out of network timeframe. Due to being outside of timeframe, we do not have any chargeback rights in this case. These are regulations set in place by XXXX. We can only suggest following up with the merchant directly or seeking legal action. 

XX/XX/year>, I called and spoke to NFCU fraud/dispute supervisor. Nobody could show me or direct me to any policy regarding disputing a transaction that involved a merchant 's services purchased with a XXXX card. I was told about unavailable Visa and NFCU policies as well as " federal regulation '' that prevented them from processing my dispute. In contradiction, the supervisor informed me that they could pursue a dispute with XXXX up to a year, but could not guarantee results. I said that's fine, let 's do that. She replied, sorry, that's not possible. She also stated that a billing or transaction error was the same thing as a merchant dispute but could not provide me with any definitions. She said that it was too difficult over the telephone and internet and that my only option was to incur the expense of filing a lawsuit against the merchant.

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