Consumer complaint received 2026-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
Complaint Against : Navy Federal Credit Union Issue : Debit Card Dispute XXXX XXXX ( {$280.00} ) I am filing this complaint regarding how Navy Federal Credit Union handled my debit card dispute for a {$280.00} transaction with XXXX XXXX which I filed in early XX/XX/year>. When I submitted my dispute, I provided extensive and detailed documentation supporting my claim that the merchandise I received was damaged and not as described. I also provided proof that I attempted to resolve the issue directly with the merchant prior to filing the dispute. Despite the strength of the evidence submitted, Navy Federal did not provide provisional ( temporary ) credit, which is unusual based on my past experiences with disputes. In previous disputes with Navy Federal, provisional credit has always been issued while the investigation was ongoing. Given the amount of documentation and the circumstances of this case, it was surprising and concerning that provisional credit was not provided. Additionally, Navy Federal later requested documentation that had already been submitted in my original dispute, including correspondence with the merchant and documentation related to the shipment and condition of the merchandise. This raises concerns that the evidence I provided may not have been properly reviewed during the investigation process. The documentation I submitted included : Correspondence with the merchant showing my attempts to resolve the issue. Shipment tracking information. Receipts confirming the purchase and the {$50.00} shipping fee I already paid to the merchant. Correspondence from XXXX showing that I was asked to pay additional shipping charges, even though shipping had already been paid. Photographic evidence showing that the item arrived damaged and not in acceptable condition. A detailed explanation demonstrating that the merchandise received was significantly different from what was advertised and purchased. I submitted substantial evidence demonstrating that the merchandise was damaged, not as described, and that I attempted to resolve the issue directly with the merchant before filing the dispute. I am requesting that Navy Federal Credit Union conduct a proper billing error investigation into this disputed transaction and thoroughly review all documentation that was already submitted. Additionally, I am concerned that the handling of this dispute may not have followed the expected procedures for a proper billing error investigation, particularly given the amount of documentation that was submitted and the fact that provisional credit was not issued while the investigation was ongoing. I am requesting that Navy Federal Credit Union carefully review this matter through their compliance department and ensure that the dispute investigation process was conducted in accordance with applicable consumer protection standards. I respectfully request that Navy Federal Credit Union : Conduct a full and proper review of all evidence submitted Provide a clear explanation for why provisional credit was not issued Reverse the {$280.00} charge related to this transaction I am requesting assistance from the Consumer Financial Protection Bureau to ensure that this dispute is reviewed fairly and resolved appropriately.

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