Consumer complaint received 2024-08-27 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:
I am writing to address ongoing issues related to the work performed by XXXX XXXX XXXX XXXX on my property, as well as the difficulties I have encountered in resolving this matter through the Navy Federal Credit Card dispute process.

1. Issues with XXXX XXXX XXXX XXXX  : I contacted XXXX XXXX XXXX XXXX on XX/XX/year>. We initially agreed upon a price of {$7000.00} for the work, which included repairing all termite damage on the windows and doors, addressing any water damage, and making necessary repairs following the removal of any doors or windows. He stated I would receive the contract later that day. The payment in dispute is for the amount of {$3500.00}, made on XX/XX/year>. 
We meet on XX/XX/XXXX, XXXX XXXX stated that the work needed to be completed on the same day. However, this did not occur. XXXX and a crew of four, including himself, showed up on Saturday, XX/XX/XXXX. That day I spoke to XXXX XXXX XXXX again and requested a copy of the original contract, as well as the receipt for the payment made. XXXX changed the scope of work that we had initially agreed upon and requested additional money to complete the job. He promised to send the contract and receipt again that day but failed to do so. I called on Sunday, XX/XX/XXXX, with no response from him. At this point, my husband and I sent him a text message canceling his services. 
I requested a copy of the contract and receipt on XX/XX/XXXX, XX/XX/XXXX, and again on XX/XX/XXXX, but these documents were never provided. 
The only work XXXX XXXX XXXX XXXXXXXX attempted to fix was the threshold under the door. This partial repair did not address issues including the termite damage on both sides opposite the door, and did not rectify the other problems caused by their work. No other work was performed. 
I have proof of multiple text messages requesting the initial contract, which he failed to provide via text. He was unable to give me a hard copy of the contract when he came in person or show me proof that the documents were sent via email. 
I have also requested a copy of XXXX XXXX XXXX XXXX 's insurance policy, but I have not received it, especially given the damages caused.

Due to the poor quality of work, which I believe was performed negligently, I have contacted two other contractor companies to assess the situation and provide estimated pricing for the necessary corrective work. Their assessments indicate that the work done by XXXX XXXX XXXX XXXX was done incorrectly and needs to be redone properly. I have photos and videos documenting the issues, which I can provide if needed. 

2. Navy Federal Credit Card Dispute : I have been trying to obtain a refund through my Navy Federal Credit Card but have been denied twice. Despite submitting documentation from the two different contractors regarding the repairs needed to fix the damage caused by XXXX XXXX XXXX XXXXXXXX, I was informed that my dispute could not proceed without the contract from XXXX XXXX XXXX XXXX, which I have been unable to obtain. 

Response on XX/XX/year> : " Thank you for using Navy Federal 's eMessaging service. Please be advised that we will not be able to continue with the dispute process until we receive the date you contacted the merchant to cancel, a copy of a third-party invoice for corrective repairs ( including the cost of the corrective repair and a statement of what was improperly provided ), as well as a written statement from you with as much detail as possible to clarify what services were paid for and not completed, and what services were started and not completed or not as described. '' I requested to reopen the case again and this was the response I received from Navy Federal. 

On XX/XX/year>, I received an email notification from Navy Federal Credit Union stating that my {$3500.00} claim against XXXX XXXX XXXX XXXX XXXX was closed due to insufficient supporting documentation or evidence to move forward in the dispute process. This was disappointing, as I believe I have provided all the relevant information available to me. 
I am requesting your assistance in resolving this matter.

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