Consumer complaint received 2026-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
On or about XX/XX/year> I paid for a sew-in hair installation using my Navy Federal debit card. Within three days of the appointment, I noticed that the installation was visibly bumpy and uneven at the top and was not laying flat. The issue was noticeable in photographs and was apparent to others who viewed the style. I promptly contacted the stylist and sent photographs of the problem. My message stated : XXXX XXXX! Can you fix the top of my sew in please? Its not as flat as it was before. The stylist responded, It not flat as before because of the blonde tracks the weft is thick. This response is significant because the stylist acknowledged the reason for the problem rather than denying it existed. However, I was never informed before or during the service that the hair would create a visibly raised, uneven, or bumpy installation. Had I been informed, I could have chosen different hair or a different installation method. Instead, the service was completed and I was left with a defective result. After receiving her response, I attempted to resolve the matter amicably and asked, Can we make it less humpy? The stylist did not respond. After waiting for a response, I followed up again the next day and sent, Hey. Following up. Rather than addressing the issue or scheduling a correction, the stylist responded, I dont talk any work on my days off I will revisit tomorrow. Especially Sunday. I replied, Thats fine. I just didnt want to be left hanging. Ill let you follow up tomorrow. Thanks. Despite stating that she would revisit the matter the following day, the stylist never followed up, never returned my call, never scheduled a correction, and never offered any meaningful resolution. At no point did she offer to inspect the installation, repair the work, or discuss a remedy. I attempted in good faith to resolve the issue directly with the merchant before filing a dispute. I notified her within days of the service, provided photographs, politely requested that the work be corrected, and followed up when I did not receive a response. Because the defective installation was never corrected, I was forced to pay an additional {$190.00} to another professional stylist to remove and redo the service. This expense would not have been necessary had the original service been performed properly or had the merchant honored a reasonable request to correct her work. I submitted photographs, appointment documentation, text messages, and evidence of the additional corrective expense to Navy Federal. Despite this evidence, Navy Federal denied my dispute on the basis that the service was performed and paid for. My concern is that the dispute appears to have been evaluated solely on whether a service occurred, rather than whether the service was defective and whether the merchant failed to remedy the problem after receiving prompt notice. I respectfully request that Navy Federals handling of this dispute be reviewed and that consideration be given to the evidence showing defective workmanship, the merchants acknowledgment of the issue, and the merchants failure to provide a remedy.

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