Consumer complaint received 2026-04-10 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: AE

Complaint narrative:
I am filing a complaint regarding Navy Federal Credit Unions handling of a credit card dispute for a {$400.00} charge from XXXX ( XXXX XXXX, purchase date XX/XX/year> ) .This dispute ( XXXX ) was submitted as a services not as agreed, specifically concerning a failure or defect in the merchants checkout process that prevented proper authorization. At the time of payment, the XXXX mobile application did not display the selected travel dates on the final payment authorization screen. Travel dates are a material term of the transaction. Because they were not visible at the point of authorization, I did not have a reasonable opportunity to verify the service being purchased before submitting payment. After the transaction was completed, tickets were issued for XX/XX/year> instead of the intended XX/XX/year>. These dates were not knowingly selected or authorized. The tickets remain unused. I made immediate and repeated attempts to resolve the issue directly with the merchant, including phone calls, an in-person visit to a XXXX ticket office, submission of an online claim, and a formal email request. I also had an Italian-speaking colleague contact the company on my behalf. All attempts were unsuccessful, and the merchant refused to make any changes. Further, the post-purchase communication from the merchant was inconsistent and misleading. The confirmation email provided after the transaction included a link and instructions suggesting that changes to the booking could be made. However, when I attempted to modify the tickets, both customer service representatives and in-person agents stated that the fare was a special offer and could not be changed under any circumstances. This restriction was not clearly disclosed prior to payment, nor was it consistent with the functionality implied in the confirmation email. This contradiction created confusion and prevented me from correcting an issue that arose from the defective checkout process. Navy Federal denied the dispute, stating that the merchant provided evidence of the issued tickets. However, this evidence only reflects post-transaction records and does not address whether the transaction was properly authorized with full visibility of material terms at the time of payment. Neither does it address the mismatch between the service selected and the service delivered. I requested a secondary review, specifically asking that the investigation consider whether the checkout process provided adequate disclosure prior to authorization. The response I received indicated only that internal policy was followed and did not address this issue. I have been a Navy Federal member for over 14 years, and this is my first dispute. I am raising this concern because I believe the investigation did not fully evaluate whether the transaction met the standard for informed authorization. I am requesting that Navy Federal conduct a thorough and complete re-evaluation of this dispute, specifically addressing whether the merchants checkout process provided adequate visibility of material transaction details prior to authorization, and whether the conflicting post-purchase communications regarding ticket modification reflect a failure in clear and consistent disclosure. Given these issues, I ask that the investigation consider not only the merchants stated policies, but also whether those policies were properly communicated and consistently applied throughout the transaction process.

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