Consumer complaint received 2025-06-05 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: VA

Complaint narrative:
I took a tour in XXXX of XXXX XXXX XXXX and was very interested in purchasing an XXXX XXXX XXXX timeshare package. However, I was told that if I didnt take it at that time I would not be offered again. Then they sent in another rep who told us we could reserve a {$1000.00} vacation package with no blackout dates and we have two years to use it. All we had to do was make a {$100.00} down payment and pay {$50.00} each month. I made out reservation for XX/XX/XXXX but my husband started a new job and we couldnt go. I called to change the reservation for a new date and a new location and was charged XXXX for the change ( XX/XX/XXXX ). They sent me the confirmation and I thought all was well until the day arrived and we get to the resort and the rep couldnt find our reservation in the system. I showed the rep my confirmation and paperwork and everything looked correct but it was so late at night there was no one he could call to straighten it out. He said the resort was full but he could put us in an emergency room for the night and we could come up and straighten out the matter in the morning. When we arrived to the room the door was ajar and the sensor lock was broken. We stepped in and the first thing we bumped into was a step ladder. There was no running water in the first bathroom and no lights. There was a mildew smell like there had been some sort of water damage but we locked the door from the inside and slept a few hours. We got up early and went to the front desk. The rep was on hold for an hour before someone on the line told her our reservation had been cancelled in XXXX. They said my XXXX was returned and I was sent an email. She had no further information to offer but gave me the number to accounting. I called accounting they told me to call the latitudes department. I called the latitudes department and they told me to call accountingthe run around and still no one can tell me what happened to all the payments that I originally made. Now we are 4hrs from home with nowhere to go and to add insult to injury the rep charged me {$430.00} for the few hours we were in that terrible emergency room! I had to find a new place to stay last minute and that cost {$280.00}. I filed a dispute with NAVY FEDERAL CREDIT UNION for all those payments I made because I never canceled my reservation and I was told my trip was good until XX/XX/XXXX and I want my money back for that half broken broom closet we only stayed those few hours in. It wasnt even a regular hotel room it was a model or someplace they put staff who get stranded or something they said. NFCU just closed my dispute case, dont even think they looked at it since I just sat in the bank over an hour with the bank customer service on yesterday and today just like that it was closed!

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