Consumer complaint received 2024-02-27 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: IL

Complaint narrative:
Dear Consumer Financial Protection Bureau, I have updated my complaint in response to Navy Federal 's blatant dishonesty in the initial response. All documentation available to me was provided. Regarding more than 1 of the disputes, additional documentation was asked by Navy Federal after I had attached all documentation to the initial request. Navy Federal seems to use the 'additional documentation ' process as an excuse to stall and/or forgo upholding their end of the credit agreement in regards to consumer protection. A lack upholding their portion of the agreement and then saying the timeframe has passed is in no way a permissible excuse. The actions in question are fraudulent activity. And there is no statute of limitations on fraud.

I am once again writing to file a formal complaint against Navy Federal Credit Union regarding two dispute cases, Case # 1 ( Case Number : XXXX ) and Case # 2 ( Case Number : XXXX ) XXXX where Navy Federal failed to conduct a thorough investigation despite ample evidence provided. Case # XXXX XXXX XXXX  Dispute Case # 1 ( Case Number : XXXX ) involves a dispute with the company XXXX. Despite providing Navy Federal with multiple instances of supporting documentation, the dispute was continually prolonged. Notably, the Commodity Futures Trading Commission ( CFTC ) filed a civil enforcement action against XXXX, resulting in Temporary Receivership. I submitted proof of this action to Navy Federal, demonstrating that my service/course with XXXX was rendered unredeemable. Despite the clear evidence and the company 's website reflecting Temporary Receivership, Navy Federal refused to honor the dispute. Case # 2 : XXXX XXXX Dispute Case # XXXX ( Case Number : XXXX ) pertains to a dispute with XXXX XXXXXXXX XXXX a hotel, involving two separate cases, Case # 2 and Case # 3, for the same incident. I opened Case # 3 ( Case Number XXXX ), for an amount totaling {$30.00} and another for an amount totaling {$100.00} for the same stay. Again, both cases were pertaining to the hotel being infested with bed bugs. I provided Navy Federal with calls logs information and the emails to the provided contact given by the front desk, showcasing my attempts to resolve the issue. Despite having ample evidence, including pictures of bed bug bites sustained during the stay, only the {$30.00} case, Case # 3, was resolved. The {$100.00} case, Case # 2, representing the same incident, was not addressed, indicating a lack of diligence in the review process. Navy Federal 's consistent lack of due diligence in both cases raises concerns about their commitment to protecting consumers as per the credit agreement. As a consumer, I expect Navy Federal to uphold their end of the agreement and investigate disputes thoroughly. When this fails to occur, it places me, the consumer, at risk and unjustly holds me accountable for transactions that should be protected. I appreciate your attention to this matter and request that the Consumer Financial Protection Bureau thoroughly investigate these cases to ensure Navy Federal complies with the necessary regulations and takes the appropriate actions to rectify these disputes. I have attempted to settle this matter with Navy Federal several times for both Case # 1 & Case # 2 including requesting the cases be reinvestigated and resending all materials and to no avail. Navy Federal refusing to settle these dispute where I have provided ample evidence that services were not rendered as agreed is in direct violation of Section 1666 ( b ) of The Fair Credit Billing Act ( FCBA ).

In regards to the Case # 1 XXXX XXXX Dispute Case # XXXX ( Case Number : XXXX ) case. Documentation was provided showing that the business had been shut down and operation ceased by the government. That information was provided on more than one occasion. 

Regarding, Case # XXXX : XXXX XXXXXXXX Dispute Case # XXXX ( Case Number : XXXX ). This is for the exact same stay/situation as Case # 3 that was resolved. The documentation was the same. There was a situation in which I had to be placed in another room during my stay, they did not have the same accommodations available and so I had to pay the overage or be placed in lesser accommodations. I provided pictures of my bed bug bites from the stay as well as documentation of my attempts to reach management via email. To which, XXXX XXXX, never responded. Again, documentation for Case # 2 and Case # 3 were the exact same. I also showed proof of payment for both from my credit card statement. Once again, Navy Federal shows a lack of due diligence. Documentation was also attached to me original CFPB complaint XXXX. 

Requesting that Navy Federal cease fraudulent activity and uphold their protections per the credit agreement.

Also, requesting that Navy Federal provide ALL correspondence between myself and Navy Federal regarding the disputed transactions as well as notes from Navy Federal support team members that attempted to assist me as I navigated the process to show that I did, indeed, provide the necessary documentation that was available to me. 


Thank you for your prompt attention to this matter. Sincerely, XXXX XXXX

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