Consumer complaint received 2025-09-07 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: AL

Complaint narrative:
Re : Account No. XXXX Unauthorized retention of refund credits ; demand for immediate action Dear Navy Federal Credit Union : I am writing regarding repeated refund credits issued by XXXX ( on XXXX XXXX {$12.00} {$12.00}, {$12.00}, {$34.00}, XX/XX/XXXX, {$34.00} which were credited to my Navy Federal credit-card account that I had requested to be closed immediately and NFCU DID NOT DO. I am in receipt of government assistance and can not afford unauthorized charges or misapplied credit funds due to the fact that NFCU REFUSED TO CLOSE THE CARD MONTHS AGO. 
Despite my requests to have the card closed.. I HAVE REQUESTED ADTs credits BE REFUNDED to XXXX, Navy Federal has ( 1 ) refused to close the credit card XXXXaccount, ( 2 ) retained the refund credits instead of issuing them back to XXXX as a cash back return, and ( 3 ) continued to assess finance charges on an over-limit, delinquent account which I asked to have completely closed out no funds in or funds out while I continue to pay what I can afford to pay towards balance owed. This conduct is unlawful. 
Legal Grounds : 1. Fair Credit Billing Act ( FCBA ), 15 U.S.C. 16661666a : Retained credits that I requested to be returned constitute a billing errori.e. " failure to properly credit payments '' and " failure to credit refund amounts. '' Under FCBA, I have the right to dispute billing errors in writing within 60 days of the statement ( and you must acknowledge within 30 days, resolve within 90 ). You are required to stop applying finance charges relating to those disputed credits and either correct the account or notify me why you refuse. 
2. Unfair or Deceptive Acts or Practices ( UDAP ), 12 U.S.C. 5531 and FDP Act 5536, as enforced by the CFPB and NCUA oversight. A federal credit union that misappropriates funds contrary to consumer instructions, retains merchant credits, and fails to close an account on request may be engaging in deceptive or unfair practices under federal law.

3. Further, in my case, refusal to return merchant refund credits and ongoing accrual of interest on account I requested to close. This ignoring closure requests is contrary to both the FCBA and UDAP protections.Demands ( please act promptly ) : Immediately return/forward the full refund amount ( {$100.00} total ) to XXXX. 
Confirm in writing by one week from the date above, XX/XX/year> ] that XXXX has been refunded. 
Close the credit-card account immediately so no further charges, credits, or interest can post.Provide a written explanation of your legal rationale if you refuse any of these demands, being specific and citing applicable statutes. 
During your dispute investigation period under FCBA, I reserve the right to ask to be informed of the status immediately whether by phone or email I also request a hard copy I such at address Posted above .. ( I will continue small payments on the undisputed balance in good faith as I have been, as in to which it would not cause financial hardship to my family and myself ) as allowed under federal law. 
If you fail to respond within the required time frames, or do not comply with these requests, I will not hesitate to and or have done so already being that this has been a on going event.. 
File a complaint with the Consumer Financial Protection Bureau and the NCUA XXXX XXXX XXXX, who have supervisory authority.

Pursue any remedies available under FCBA, including statutory damages, recovery of finance-charge amounts, and costs.being that a request was denied under my rights to do so Explore private legal action for consumer damages, attorneys fees, and injunctive relief. 
NFCU HAS COPIES of relevant statements, XXXX refund notices, and earlier correspondence. I look forward to your full and prompt resolution of this matterand I reiterate my request : refund XXXX THEY FULL CREDIT AMOUNT ( {$100.00} ), close this credit card XXXXaccount, and cease all interest charges related to said credit card account Sincerely, XXXX XXXX XXXX

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