Consumer complaint received 2024-02-28 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: CA

Complaint narrative:
In XXXX I bid on an item at XXXX and there was a system problem and my bid was incorrectly high. The seller ( XXXX  ) and XXXX XXXX were contacted immediately. They charged my Navy Federal XXXX for {$1000.00} which appeared on the bill we received XXXX. XXXX agreed to issue an in-house credit for me to apply to a future purchase. 

On XX/XX/XXXX, XXXX agreed to send me a XXXX purse and XXXX XXXX. 

# 1 ( XXXX  purse ) was received XXXX and later found to be counterfeit. 
Item # 2 ( XXXX wallet ) was said to be sent on XX/XX/XXXX. When the XXXX wallet didnt arrive as promised with the XXXX purse, I called and emailed XXXX XXXX XXXX. On XXXX XXXX and XXXX with XXXX said the XXXX wallet was misplaced in their system and that theyd immediately send a replacement. After several more weeks, the XXXX wallet still hadnt arrived so I began emailing and trying to call XXXX. Their main phone number did not accept messages and the prior number I had used to speak with them had been disconnected. 

After 50 days without the XXXX wallet being received and no response from XXXX after XXXX regarding the item status, I filed a dispute XXXX with XXXX XXXX XXXX 
On XX/XX/XXXX XXXX finally replied and said the XXXX wallet had again been misplaced in their system and later lost again ( they said the second time it was lost in their mail ). 
XXXX said they sent the item XX/XX/XXXX with signature required despite my multiple communications advising we would not be home. The item was initially listed as delivered by XXXX on XX/XX/XXXX but NO SIGNATURE was obtained ( we were not home ). Our home is surrounded by an XXXX foot wall with locked doors and monitored by a camera that records movement. I have images from our and our neighbors cameras showing there was no XXXX truck in our cul de sac that day. 
I submitted a claim with XXXX which was rejected because a claim had been submitted by XXXX and XXXX WAS PAID BY XXXX  XXXX admitted that the item was lost and paid XXXX. 

As this was all occurring I kept in regular contact with Navy Federal. They require all documentation to be submitted via their app which inconsistently works. 

I spoke with a supervisor XX/XX/XXXX at Navy Federal who repeatedly stated incorrect information that does not match the emails and attachments in the dispute. 
She said that I signed for both items on XXXX, which has never been said by either the seller or myself in any of the documentation. She refused to look or verify content of the documentation I sent. 

I asked Navy Federal 4 times for the dispute to be escalted for review because I would like specific answers, not the canned Navy Federal has exhausted all remedies response. Ive been told that despite the XXXX 100 % Authenticity Guarantee, Navy Federal Visa does not cover counterfeit items or credit my Visa for items not received as promised. I still do not have the XXXX wallet. XXXX has been paid by my NFCU Visa and received reimbursement payment from XXXX. 

Navy Federals vision statement ( " Be the most preferred and trusted financial institution serving the military and their families. '' ) is misleading. Theyre advertising about safety and security or misleading. Their Visa department is not abiding by FTC rules/guidelines or consumer protection laws, https : //consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products # MITOMR The seller did not send the item within 50 days, then when they did send it the shipment was lost. The seller has been reimbursed by XXXX but will not send a replacement item or refund the money I paid. Navy Federal is refusing to assist or provide consumer protections that they advertise. 

I have screen shots, copies of documentation, and copies of emails and dates of phone calls.

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