Consumer complaint received 2024-11-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
Hello! 

I am reaching out regarding 3 disputes that Ive made, over the last 3-4 months with Navy Federal Credit Union . 

My first dispute was for a {$59.00} charge made on XX/XX/2024 for a XXXX XXXX course that was scheduled on Saturday, XX/XX/2024, at XXXX XXXX in XXXXXXXX XXXX. On Friday, XX/XX/2024 I received a text message from the company ( XXXXXXXX XXXX XXXXXXXX ) that due to unforeseen circumstances, we have to change your upcoming XXXX XXXX to XX/XX/XXXX at XXXXXXXX XXXX. You can also check our website for other available class schedules. We apologize for this inconvenience. I then responded by telling them to cancel this request. I do not want to reschedule. I would like a refund. I contacted them by telephone : XXXX and e-mail : XXXX and in response, they said that I should received my refund within 2-3 business days. After I finished my phone call with XXXX XXXX. XXXX I immediately called Navy Federal Credit Union to File a Dispute. I was told by the dispute department that this matter shall be resolved in 10-15 business days. It was never resolved. I ended up receiving a letter in the mail stating that We have investigated your {$59.00} debit card claim against XXXX XXXX XXXX We found that no error occurred and we are unable to process the claim in your favor for the reason. I called Navy Federal to once again tell them that I need a refund b/c what was paid for was NOT issued. The representative from NFCU told me that I would need to resubmit the claim, requesting that they review my dispute again. The resubmission was sent on XX/XX/2024. 

Second Dispute : my second dispute is a charge for {$23.00} I made on XX/XX/2024 at XXXXXXXX XXXX. I was initially purchasing a ticket for an event intended for Friday but, purchased the ticket for Thursday instead. When I noticed the error I made, XX/XX/2024 at XXXXXXXX XXXX i reached out to XXXX expressing the error I made and filled out an online support ticket requesting a refund. They responded back to me within less than 24 hours on XX/XX/2024 at XXXXXXXX XXXX stating that Unfortunately, our Payments Team cant help you due to one of the following reasons : The event organizer has not issued your refund yet. 
It has not been enough time since the order was refunded to post to your credit card. Please wait the full 10 days. 
The event organizer used a 3rd party payment processor like XXXX or XXXX to process sales for their event. 
You didnt provide a valid order number. 
The organizer did not refund the fees on your order. 
You need to contact your event organizer. They can try to refund your original payment method or issue an offline refund. We currently dont have a way for you to update your credit card or send the refund to a new card in our system. If they try to refund your original payment method, your bank will accept or decline it. 

If your bank accepts the refund : For canceled or expired cards, your bank or credit card company will route the refund amount from your old account to your new one. If they dont, they may issue the refund amount as a check. Follow up with your bank directly for more information. 

If you dont receive your refund within 10 business days of it being issued, fill out this form again to request a refund tracking ID. 

If your bank declines the refund : Your event organizer will be notified that the order couldnt be refunded to the original payment method. Theyll need to issue your refund another way ( via check, XXXX, XXXX, etc. ). 

Your event organizer can also help when : They canceled the event. 
You have an expired credit. 
They postponed the event. 
You want a XXXX refund. 
They did not refund your fees ; please refer to our Help Center article. The XXXX fees are nonrefundable, so we won't return them to the ticket buyer when a refund is processed. 
Follow these steps to request a refund. If they don't offer a refund, submit a refund request through this form. We'll answer your request as soon as we're able. Due to me not finding any additional contact information for XXXX and the Seller hosting the event. I called Navy Federal to file a dispute. I was told this dispute would be settled within 10-15 business days but this has yet to happen. 

Third Dispute : My third dispute was for the same event but, by this time, being that this is the day of the event the price has increased. This dispute is for {$33.00}. I have repeated the same steps as above in regards to contacting for a refund, but ultimately, I have been unsuccessful. 

Since, I have been given the run around from different representatives at Navy Federal Credit Union and from individuals in the fraud department. Each person I speak to tells me The department is still investigating these charges. I know we initially said 10-15 business days but, we actually expect this process to take 90 days. There is nothing that I can do on my end b/c it has been weeks, even months since I made these purchases and after a certain timeframe you are no longer able to request a refund from these third-parties. I really just want this to get resolved and receive my refunds in full. Ive provided the documentation that was requested, provided phone numbers, and email addresses. Please help me! 

Thank you in advance for your time. 



Hello! 

I am reaching out regarding 3 disputes Ive made, over the last 3-4 months with Navy Federal Credit Union . 

My first dispute was for a {$59.00} charge made on XX/XX/2024 for a XXXX XXXX course scheduled on Saturday, XX/XX/2024, at XXXXXXXX XXXX in XXXXXXXX XXXX. On Friday, XX/XX/2024 I received a text message from the company ( XXXXXXXX XXXX XXXXXXXX ) that due to unforeseen circumstances, we have to change your upcoming XXXX  class to XX/XX/XXXX at XXXXXXXX XXXX. You can also check our website for other available class schedules. We apologize for this inconvenience. I then responded by telling them to cancel this request. I do not want to reschedule. I would like a refund. I contacted them by telephone : XXXX and e-mail : XXXX and in response, they said that I should receive my refund within 2-3 business days. After I finished my phone call with XXXX XXXX. XXXX I immediately called Navy Federal Credit Union to File a Dispute. I was told by the dispute department that this matter shall be resolved in XXXX business days. It was never resolved. I ended up receiving a letter in the mail stating We have investigated your {$59.00} debit card claim against XXXX XXXX XXXX We found that no error occurred and we are unable to process the claim in your favor for the reason. I called Navy Federal to once again tell them that I need a refund b/c what was paid for was NOT issued. The representative from NFCU told me that I would need to resubmit the claim, requesting that they review my dispute again. The resubmission was sent on XX/XX/2024. 

Second Dispute : my second dispute is a charge for {$23.00} I made on XX/XX/2024 at XXXXXXXX XXXX. I was initially purchasing a ticket for an event intended for Friday but, purchased the ticket for Thursday instead. When I noticed the error I made, on XX/XX/2024 at XXXXXXXX XXXX I reached out to XXXX expressing the error I made and filled out an online support ticket requesting a refund. They responded to me within less than 24 hours on XX/XX/2024 at XXXXXXXX XXXX stating that.. 
Unfortunately, our Payments Team cant help you due to one of the following reasons : The event organizer has not issued your refund yet. 
It has not been enough time since the order was refunded to post to your credit card. Please wait the full 10 days. 
The event organizer used a 3rd party payment processor like XXXX or XXXX to process sales for their event. 
You didnt provide a valid order number. 
The organizer did not refund the fees on your order. 
You need to contact your event organizer. They can try to refund your original payment method or issue an offline refund. We currently dont have a way for you to update your credit card or send the refund to a new card in our system. If they try to refund your original payment method, your bank will accept or decline it. 

If your bank accepts the refund : For canceled or expired cards, your bank or credit card company will route the refund amount from your old account to your new one. If they dont, they may issue the refund amount as a check. Follow up with your bank directly for more information. 

If you dont receive your refund within 10 business days of it being issued, fill out this form again to request a refund tracking ID. 

If your bank declines the refund : Your event organizer will be notified that the order couldnt be refunded to the original payment method. Theyll need to issue your refund another way ( via check, XXXX, XXXX, etc. ). 

Your event organizer can also help when : They canceled the event. 
You have an expired credit. 
They postponed the event. 
You want a XXXX refund. 
They did not refund your fees ; please refer to our Help Center article. The XXXX fees are nonrefundable, so we won't return them to the ticket buyer when a refund is processed. 
Follow these steps to request a refund. If they don't offer a refund, submit a refund request through this form. We'll answer your request as soon as we're able. 

Due to not finding any additional contact information for XXXX and the Seller hosting the event. I called Navy Federal to file a dispute. I was told this dispute would be settled within 10-15 business days but this has yet to happen. 


Third Dispute : My third dispute was for the same event but, by this time, being that this was the day of the event the price had increased. This dispute is for {$33.00}. I have repeated the same steps as above in regards to contacting for a refund, but ultimately, I have been unsuccessful. 


Since then, I have been given the run around by different representatives at the Navy Federal Credit Union and individuals in the fraud department. Each person I speak to tells me The department is still investigating these charges. I know we initially said 10-15 business days but, we actually expect this process to take 90 days. There is nothing that I can do on my end b/c it has been weeks, even months since I made these purchases and after a certain timeframe you are no longer able to request a refund from these third-parties. I just want this to get resolved and receive my refunds in full. Ive provided the documentation that was requested, provided phone numbers, and email addresses. Please help me! 

Thank you in advance for your time.

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