Consumer complaint received 2025-04-16 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: MA

Complaint narrative:
I am resubmitting this complaint because it was closed and the reason given is not true. They said I did not submit the evidence requested when I did and I have all of the messages in the secure message center and I took screenshots to show the date I submitted the files. Closing the case without researching effectively is disappointing because someone should see that I did upload all the documents requested and I called and spoke to multiple people. I did miss the first letter because I was on vacation but as soon as I came back and saw it I called and explained I wasnt here and missed the deadline and the person told me the case would be reopened and that I can submit the dispute in the secure messaging center. From there on thats where i submitted all my evidence. First they said it was not enough and I submitted my flights and rental car receipt to show I could not take a ride for that cost because I was already at the airport and I also submitted my other card statement as they requested to show I got charged there as well. They still said its not enough and closed the case. I called and the lady told me even though I submit evidence because the charges are different amount they cant do anything. Im explaining to her its only supposed to be 350 pesos and I didnt know she ran my card for 5000 pesos and also 3000 pesos because the screen said 350 and thats what I agreed to. To say I didnt submit any evidence is just not true when I have proof that I did once I called and the person told me what I can submit. Im sure they can see the call logs to show Ive called multiple times about the case trying to receive help because I was scammed. I just called to speak with someone regarding my case being closed due to me not submitting evidence when I most definitely did and I was transferred to a supervisor. I explained everything to her and that i submit a complaint because I didnt know what else to do to receive any help. At first she said she was going to look at something and asked if I submit evidence. I told her i did and i can tell her the date. She said she sees and it was closed because its not enough. Im explaining that I submit all I had and when I called someone told me it was denied because the declined receipt was in Spanish and I need to translate. Then i submitted the receipt in English along with my other card statement, my flights and my car rental receipt to show time stamps. She said to hold then after she came back she said she cant speak about the case I filed with cfpb and I would need to reach out on their side so I told her the response said that I can call the number if I have any questions regarding the case which is why I did. She said she cant talk about it so I said ok. The whole reason i even submit a complaint is because I tried several times to get help from them and they denied the claim and I did not feel they are doing all the could to resolve the dispute. I did not receive a service for the cost and I should not pay something that I didnt agree to. All of my evidence is in the message center. 

Original : On XX/XX/XXXX I took a taxi in XXXX at Cancun airport to get from one terminal to the other because I missed my original flight and the shuttle would take too long to get me there. They told me the price was XXXX PESOS and after i googled the conversion and saw {$17.00} i agreed. They charged my navy federal card twice and told me it was declined and that i should use a different card so i did. I received an email that the XXXX was declined. I then found out my navy federal was charged XXXX pesos and XXXX pesos and the second card i used was charged XXXX pesos. I have submitted the receipt as well as my other card statement to show they also charged that card for the same transaction and navy federal keeps denying my claim saying that its not enough evidence. I dont have anything else and there is literally no way i could have taken a taxi for XXXX pesos if i was at the airport. They charged the card different amounts which i didnt know at first because i asked to see the screen and it said XXXX. Which seems that this is a running scam to charge different amounts so that it does not appear as duplicate. Navy federal has not been helpful whatsoever and each time i call i am given different information. I would not recommend any one to use any navy federal credit cards because you will not receive any help if you have been scammed. I uploaded everything that i have and they are still saying its not enough because the charges are different. Two charges listed as transportation at the same time and you dont think something is wrong. I even showed that i had a rental car so there is no way i could have taken any transportation for that amount of money.

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