Consumer complaint received 2024-11-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: NAVY FEDERAL CREDIT UNION
State: LA

Complaint narrative:
I had an account with Navy Federal bank in XXXX. I made a purchase at a car dealership on XX/XX/XXXX. The car dealer owner told me to put a deposit down of amount of {$3000.00}. I made a purchase of {$2500.00} with taxes with my Navy Federal debit card and the other {$500.00} with my cash app card. I never signed no contract with the dealership only gave them a copy of my id. They told me the car will be at the dealer the next day. I get to the car dealership no car was there. I ask where is the owner who told me that the car would be there. The worker stated he is out of town. I came back again the next day again no Owner was there. I call and contact the owner no respond. I made this dispute with my bank Navy Federal right away. I let them know I was scam out of my money and I want to do a dispute against the car dealership names XXXX XXXX XXXX XXXX XXXX XXXX. I did a appeal another dispute before it went to charge off. Navy Federal fail to do a investigation properly and never looked over the documents that the merchant sent them. The merchant sent over a contract that do not have my name on it. The contract they sent for proof was for some one else name XXXX XXXX. Navy Federal investigator never looked at the merchant documents. They took the credit back and made my account over drown for the amount of {$2900.00} dollars. I been contacting Navy Federal over a year about this and they still did not follow the law of doing a investigation. I contact them again today on XX/XX/XXXX and spoke with the fraud department. As I was on the phone with the fraud department supervisor, they were contacting the investigator as I waited and the phone. The fraud supervisor wrote the investigator and asked them why did they not look over the documents the merchant sent when my name is no where on the contract. The investigator said that by its been over a year and that it is now in charge off that they can not do any thing. So the fraud department supervisor wrote them back and stated but she did put in a dispute when it first happen before it went to charge off. She also told them that they did not investigate the document so that I can get my refund back. The investigator stated it was not his decision, it was the VISA company decision and to contact them to see why they would decline. I contact the VISA company they stated that they did not receive no documents from Navy Federal and that my information is not in their system to contact Navy Federal about the dispute. I contact Navy Federal again and spoke with fraud department supervisor again and she contact the investigator again and let them know what the Visa company stated. The investigator respond and said they apologize but they cant move forward. The supervisor told them that they should have investigate the first dispute which is documented before it went to charge off. She also told them that its been over a year and no one looked over the documents. The investigator told her that he was not the one who look over it that it was another investigator who had the case. She told me to do another complain to the CFPB soon as possible.

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