Consumer complaint received 2026-06-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
XX/XX/year> Navy Federal Credit Union Attn : Executive Resolution Department / Consumer Advocacy XXXX XXXX XXXX XXXX, VA XXXX Subject : Request for Executive Review of Improperly Denied Dispute XXXX XXXX XXXX Transaction ( {$770.00} ) To Whom It May Concern, I am writing to formally request an executive review of the handling and ultimate denial of my dispute regarding a {$770.00} transaction with XXXX XXXX XXXX. Based on the facts, documentation submitted, and the circumstances surrounding this matter, I believe the dispute investigation failed to fully consider the evidence provided and did not appropriately account for the financial harm I incurred as a direct result of XXXX XXXX XXXX actions. The disputed transaction arose after XXXX XXXX XXXX canceled my scheduled flight approximately one hour prior to departure. At that time, the only resolution offered by XXXX was to rebook me on a replacement flight departing the following day. While this may appear to be a reasonable alternative in isolation, it was not a practical or viable solution under the circumstances. My hotel reservation expired on the same day as my originally scheduled departure. Accepting Deltas proposed replacement flight would have left me stranded in a city far from my home without lodging or accommodations. I would have been placed in the untenable position of having nowhere to stay overnight and would have been forced to secure emergency accommodations at my own expense or face the possibility of sleeping outside. To avoid this outcome, I had no reasonable alternative but to borrow funds from another individual in order to purchase a replacement ticket with a different airline, allowing me to return home safely. Throughout the dispute process, I uploaded comprehensive documentation supporting my claim, including communications with XXXX XXXX XXXX that demonstrated : * XXXX canceled the original flight shortly before departure. * XXXX only proposed remedy was transportation the following day. * My efforts to resolve the matter directly with XXXX before filing the dispute. * The circumstances that made accepting the replacement flight unreasonable and financially burdensome. Despite providing this evidence, the dispute was denied without adequately addressing the material facts surrounding XXXX failure to provide a practical remedy. As a direct result of the denial, the provisional credit issued during the investigation has now been reversed, causing my checking account to become negative {$750.00}. This outcome has created unnecessary financial hardship and has negatively impacted my ability to manage my personal finances. I respectfully request that XXXX XXXX : 1. Conduct a comprehensive executive-level review of the dispute investigation. 2. Reevaluate all supporting documentation previously submitted, including my communications with XXXX XXXX XXXX. 3. Explain how the submitted evidence was evaluated and the basis for determining that the merchant fulfilled its obligations despite canceling the flight shortly before departure. 4. Restore the disputed funds if the review determines that the investigation did not fully consider the evidence or the circumstances surrounding the cancellation. 5. Provide a written explanation detailing the specific findings that supported the denial of my dispute. I have been a Navy Federal member with the expectation that disputes would be investigated fairly, objectively, and in accordance with applicable consumer protection standards. I am confident that an independent executive review will provide a more thorough evaluation of the facts and documentation submitted. I appreciate your time and attention to this matter and respectfully request a written response following completion of your review.

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