Consumer complaint received 2025-10-08 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: FL

Complaint narrative:
I am filing this complaint against Navy Federal Credit Union ( NFCU ) for violating Regulation XXXX  ( XXXX XXXX XXXX ) in connection with a credit card billing dispute involving BestBuy.com. NFCU denied my dispute despite clear evidence that the merchant provided contradictory and false information about the transaction. 

Timeline of Events XX/XX/year> : I placed an online order with XXXX XXXX for {$740.00}. 

XX/XX/year> : XXXX XXXX sent an email confirming the order was canceled and that a refund had been processed. 

Later communications from XXXX XXXX conflicted with this, falsely claiming that the merchandise was delivered instead of canceled. 

No delivery ever occurred, and there is no valid signature, photo, or receipt showing that I or anyone in my household accepted delivery. 

Despite these contradictions and my documentation proving the order was never received, Navy Federal sided with XXXX XXXX, stating in their final letter that the merchant provided documentation showing that a carrier successfully delivered the merchandise to the address requested. 

However, Navy Federal never provided me with a copy of this so-called documentation, nor did they conduct an independent investigation as required by Regulation Z ( XXXX CFR XXXX ( f ) ), which mandates a fair review of all consumer evidence. 

Violations and Concerns XXXX.Failure to Conduct a Reasonable Investigation : Navy Federal relied solely on Best Buys claims, without validating delivery proof, signature, or merchant contradictions. This violates the requirement under Regulation XXXX that a creditor must conduct a reasonable investigation before denying a billing error claim. 

XXXX.Failure to Provide Explanation and Documentation : Their final letter provided no detailed reasoning, no delivery confirmation, and no opportunity for rebuttal only a general statement that the merchant delivered the merchandise. This fails the disclosure and explanation requirement of XXXX ( f ) ( XXXX ). 

XXXX.Retaliatory Conduct and Pattern of Mishandling : I have previously filed legitimate disputes and complaints with NFCU, including a large debit card dispute with XXXX that was also mishandled. I believe XXXX XXXX may be engaging in retaliatory or dismissive behavior due to my past CFPB filings and dispute activity. Their repeated pattern of vague responses and denial without proper review strongly suggests bias or procedural negligence. 

XXXX.Delay and Procedural Misrepresentation : In earlier correspondence, Navy Federal stated it could take up to 4 months for resolution and that a temporary credit may not be issued. This is misleading and inconsistent with Regulation XXXX  timelines ( billing error resolution must be completed within 90 days of notification ).

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