Consumer complaint received 2025-07-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
On XX/XX/year>, I booked an XXXX property for a total of {$1800.00} using my Navy Federal debit card. The stay was meant to accommodate my parents and my kids while we visited XXXX XXXX, and we trusted XXXX platform based on previous positive experiences. Unfortunately, when we arrived at the property, the conditions were completely unacceptable and unsafe. 

We discovered bed bugs, broken sleeping arrangements, no hot water, non-functioning TV remotes, and filthy living conditions that did not match the listing. My children were bitten by bed bugs, which I later had to seek medical attention for. A doctor confirmed that the bites were from bed bugs. I have photographic evidence of the homes condition and medical records verifying the bites. 

As a mother and a XXXX XXXX XXXX veteran, this situation was not only distressing but traumatic for my family. I immediately contacted the host, who offered no real help and instead was completely dismissive and only concerned with defending herself. She made no attempt to resolve the issue and showed no concern for the wellbeing of my children. I also contacted XXXX Support and submitted photos, screenshots of my conversations with the host, and details of what we experienced. 

XXXX offered me only a partial refund of {$390.00}, which I felt was insulting given the health risks, emotional toll, and false advertising of the listing. Since the host refused to cooperate, and XXXX only issued a partial refund, I turned to Navy Federal Credit Union to dispute the charge. 

I filed a dispute on XX/XX/year>, for the full amount of {$1800.00}, clearly explaining the situation and submitting evidence of the safety and health violations. On XX/XX/year>, my dispute was denied with a very generic one sentence explanation claiming no cancellation was found and that the stay was accepted as-is. This response completely ignored the real issue that my family was placed in an unsafe and unsanitary environment. 

Because the denial felt rushed and dismissive, I immediately submitted a formal appeal on XX/XX/year>, where I reiterated the health hazards, provided photos, and detailed the burden this experience had placed on my family. I explained that we only stayed at the XXXX because we had no other choice we were hundreds of miles from home with our children and had no immediate safe alternative. Staying at the property out of desperation should not be interpreted as accepting those dangerous conditions. 

On XX/XX/year>, Navy Federal denied my appeal with another generic response, stating the merchant provided services and that since we did not vacate early, they considered the accommodations accepted. This entirely disregards the documentation I provided, the fact that I sought medical care for my children, and that I tried in good faith to resolve this first with XXXX and the host. 

To be clear : I submitted a dispute and an appeal with clear and compelling evidence I received only template-like responses that showed no investigation or meaningful review No one from Navy Federal ever contacted me to ask questions, request clarification, or acknowledge my medical documentation XXXX  failed to hold the host accountable and instead offered a minimal refund The host made no effort to assist, ignored my concerns, and showed no regard for our safety This is not buyers remorse. This is about being misled, mistreated, and placed in an unsafe situation while trying to care for my family. The way this has been handled makes me feel completely dismissed as a long-time Navy Federal member and as a consumer trying to follow the proper process. 

I am requesting that the Consumer Financial Protection Bureau review Navy Federals handling of my dispute and ensure they are held accountable for providing proper dispute resolution especially in cases where health and safety violations are clearly present.

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