Consumer complaint received 2026-01-08 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: GA

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ) COMPLAINT Date : XX/XX/XXXX Your Information : Full Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX Ga XXXX Email : XXXX Phone : XXXX XXXX XXXX Credit Card XXXX : [ ... ] XXXX Company Information : Company Name : Navy Federal Credit Union Address : XXXX. XXXX XXXX, XXXX, VA XXXX Phone : XXXX Complaint Details : What type of problem are you having? 
Credit card or prepaid card Problem with a purchase shown on your statement Purchase was fake, fraudulent, or was incorrectly charged Tell us what happened : I am filing this complaint against Navy Federal Credit Union for violating Regulation Z ( 12 CFR 1026.13 ) and the Truth in Lending Act ( TILA ) by failing to properly investigate and resolve a billing error dispute involving fraudulent and illegal transactions. 

On multiple occasions from XXXX to XX/XX/XXXX, I filed disputes for charges totaling {$5500.00} made to a XXXX XXXX, XXXX XXXX XXXX XXXX. These charges were for legal services that were never authorized, never rendered, and later admitted by the merchant to be fraudulent. 

Evidence of Fraud and Illegality : XXXX. The merchant provided a signed confession letter ( XX/XX/XXXX ) admitting he breached our contract and promised a full refund. 

XXXX. A XXXX court order ( XX/XX/XXXX ) ruled his services were not legally authorized. 

XXXX. The merchant is under criminal investigation for procedural fraud in XXXX. 
XXXX. Colombian Consumer Protection Law ( Ley 1480 of 2011 ) mandates a refund for services not rendered. 

Navy Federals Violations of Regulation Z/TILA : XXXX. Failure to Conduct a Reasonable Investigation ( 12 CFR 1026.13 ( c ) ) Navy Federal denied my disputes based solely on the merchants response, ignoring conclusive evidence of fraud and illegality, including a foreign court order. A " reasonable investigation '' can not disregard a judicial finding that the service paid for was illegal. 

XXXX. Failure to Acknowledge Billing Error ( 12 CFR 1026.13 ( a ) ( 3 ) ) The charges qualify as a billing error under 1026.13 ( a ) ( 3 ) : a reflection on a statement of goods or services not accepted by the consumer or not delivered to the consumer as agreed. Navy Federal wrongfully characterized this as a " merchant dispute '' rather than a billing error involving fraudulent charges. 

XXXX. Failure to Provide Provisional Credit During Investigation For disputes over {$50.00}, Regulation Z requires the creditor to either : Complete its investigation within XXXX billing cycles, or Provide a provisional credit while investigating. 
Navy Federal failed to provide provisional credit or resolve the dispute within the required timeframe. 

XXXX. Violation of the Right to Withhold Payment ( 12 CFR 1026.13 ( b ) ( 1 ) ) I exercised my right to withhold payment on the disputed amount, but Navy Federal has not followed the proper procedures for resolving the dispute as required by law. 

XXXX. Violation of Visa Core Rules ( Compounding TILA Violation ) Navy Federal also ignored Visa Core Rule 10.4.2 ( Illegal Transaction ), which provides chargeback rights regardless of time limits. By refusing to process this chargeback, they are upholding an illegal transaction in violation of network rules. 

Steps Ive Taken : Submitted all evidence to XXXX XXXX multiple times Filed formal written disputes Received denial based on " merchant response '' without addressing the evidence of illegality Escalated to Navy Federals XXXX office What would you like to happen? 
I request that the CFPB : XXXX. Investigate Navy Federals violation of Regulation Z and TILA. And validate Law 1480 of 2011 Colombia Consumer Protection laws. 

XXXX. Order Navy Federal to reopen and properly investigate my disputes ( Case XXXX : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX ). 

XXXX. Order Navy Federal to permanently credit my account for the full disputed amount of {$5500.00}. For the Merchant violated several consumer protection laws in Law 1480 de 2011 in the juristiction of XXXX that regulates over the charge that occured in XXXX XXXX. 

XXXX. Ensure Navy Federal complies with all Regulation Z requirements for billing error resolution. 

XXXX. Take appropriate enforcement action against Navy Federal for these violations. 

Attached Documents : XXXX. XXXX signed confession and refund promise XXXX. Colombian court order proving illegal service XXXX. Criminal complaint filing against the merchant XXXX. Colombian Consumer Protection Law ( Ley XXXX ) excerpts XXXX. Navy Federal dispute denial communications XXXX. All transaction records and correspondence Certification : I certify that the information provided is true and correct to the best of my knowledge. 

Sincerely, XXXX XXXX XXXX

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