Consumer complaint received 2024-01-26 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:
XX/XX/XXXX ordered XXXX XXXX XXXX XXXX XXXX for Dams and Ponds on website XXXX after web search for item. Received email from XXXX stating order had been received ( exhibit A ) XX/XX/XXXX charged on credit card under XXXX XX/XX/XXXX sent email via XXXX  website asking for tracking information since card was charged XX/XX/XXXX called XXXX ( contact phone number on website ), phone number does not accept incoming calls XX/XX/XXXX sent email to XXXX requesting tracking information ( exhibit B ). No response. 
XX/XX/XXXX disputed charge on Navy Federal website as item has not been received XX/XX/XXXX credit was given pending investigation XX/XX/XXXX credit card shows item being charged again XX/XX/XXXX received letter from Navy Federal from USPS stating property was provided therefore the card had been charged again ( exhibit C ). 
XX/XX/XXXX called customer service at Navy Federal and spoke to XXXX ( XXXX ). She could not provide any details as to why the investigation showed item received but would email paperwork to dispute again XX/XX/XXXX never received email from XXXX. Called customer service again and spoke to XXXX. She could only say that it had been shipped via USPS ( which would not have accepted a 15L bucket of chemical ). She suggested that I email XXXX for shipping and tracking information. 
XX/XX/XXXX sent email to XXXX as per their website with no response. ( exhibit D ) XX/XX/XXXX called XXXX ( contact phone number on XXXX  website ), phone number had a recording stating that it was not XXXX and to contact our financial institute for a refund. 
XX/XX/XXXX sent message to Navy Federal w/attachments ( exhibits A-D ) requesting reconsideration. 
XX/XX/XXXX Received message from Navy FederaXXXX will not credit account ( exhibit E ) XX/XX/XXXX called customer service @ Navy Federal and spoke to XXXX. She said we needed to submit another message requesting a copy of the documentation that the merchant sent to Navy Federal. 
XX/XX/XXXX sent message requesting documentation ( exhibit F ) XX/XX/XXXX Navy FederaXXXX sent copies of documentation ( exhibit G ) XX/XX/XXXX sent message to Navy Federal, explaining we ordered a XXXX  pail of XXXXXXXX XXXX XXXX and not 11 wallets and 3 pillows. ( exhibit H ) XX/XX/XXXX Navy Federal replied they tried their best but cant recover the funds. ( exhibit H ) XX/XX/XXXX Called customer service at Navy Federal and spoke to XXXX. She said there was nothing they could do. 
XX/XX/XXXX Sent message to Navy Federal with attachment that XXXX  was a scam website ( exhibit I ) XX/XX/XXXX Received message from Navy Federal that this dispute case is closed. 
XX/XX/XXXX Went to post office to get information about tracking number ( exhibit J ). They showed it was mailed in a 1 oz envelop to XXXX XXXX XXXX, XXXX. Both the 15L pail and the items on their invoice would have weighed to a lot more than 1 oz.

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