Consumer complaint received 2026-04-09 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: MI

Complaint narrative:
I am filing this complaint against Navy Federal Credit Union regarding their improper reversal of a provisional credit issued for a disputed transaction involving nonconforming goods and misrepresentation. I purchased a couch through XXXX XXXX using an influencer marketing link. The product was advertised as an oversized, durable couch-in-a-box that would fully expand within XXXX hours after unpacking. The promotional content included demonstrations showing a XXXX individual sitting comfortably on the couch and physically testing its durability, which strongly influenced my decision to purchase. However, the product I received was materially defective and did not conform to the advertised description : The couch never expanded at all, despite being unpacked and left untouched since XX/XX/XXXX It remains visibly sunken, dented, and misshapen It appears compressed and unusable, as if heavily worn It is not functional for seating and does not resemble the advertised product in any way This product is not fit for its intended purpose and constitutes clear misrepresentation. I made multiple good-faith attempts to resolve the issue : I requested a refund through XXXX XXXX, which was denied I contacted the seller directly, and the refund was also denied I retained the product in its defective condition as evidence Due to the merchants refusal to resolve the matter, I filed a dispute with Navy Federal Credit Union . Based on the evidence provided, Navy Federal initially issued a provisional credit. However, they later reversed that credit and ruled in favor of the merchant without properly accounting for the documented defects and misrepresentation. I provided supporting evidence, including : Photographs clearly showing the couchs failure to expand and its deformed condition Screenshots of the advertisement and product listing demonstrating how the item was marketed Documentation of my attempts to obtain a refund Despite this, Navy Federal concluded the dispute in favor of the merchant without adequately addressing the fact that the goods received were not as described and remain unusable. Navy Federals decision reflects an inadequate investigation and failure to properly apply consumer protection standards for billing disputes involving defective or misrepresented goods. As a result of their actions : I have been charged approximately {$600.00} for a product that is unusable I have been left without a remedy despite providing substantial evidence I have suffered financial harm due to the reversal of the provisional credit Resolution Requested : I am requesting that Navy Federal Credit Union : Reopen and properly investigate this dispute Reinstate and make permanent the provisional credit Acknowledge that the product received was not as described and is defective I am prepared to provide all supporting documentation upon request. Thank you for your attention to this matter. XXXX XXXX

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