Consumer complaint received 2025-11-04 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:
In XXXX my XXXX roof tore off by an object in road causing damage to my XXXX roof. I put a claim in to XXXX XXXX claim XXXX XXXXXXXX Claims XXXX XXXX XXXX has ALL documentation regarding XXXX attempts of failure for XXXX XXXX in XXXX WV to replace roof back to its original state its a XXXX bought new XXXX  XXXX Wheel. I brought in and had repaired so I thought, you will see be XXXX  extensive documentation and instructions. 
I claim this under my insurance policy and was paid out less my deductible just round {$9700.00} and some odd change this was in approximately XX/XX/XXXX. I pick the XXXX up after hours at night so I could not inspect or see what was going on upon the roof. On the way home from West Virginia I ran into a rainfall when I got home. I had water in the inside of my XXXX  that was leaking through the roof that XXXX just fixed not a day before. It was brought to my attention after I addressed this to the owner XXXX XXXX that his son and another worker Dropped my air conditioner on the brand new roof that was just installed, XXXX son and worker never told XXXX that this has transpired. They put a patch over a XXXX roof that patch flew off and caused rainfall and damage inside my XXXX. I immediately called XXXX XXXX at XXXX XXXX my claim XXXX and she started documenting from there. she has all the notes from start to finish from XXXX field adjusters that agreed by photo in visual inspection that this was substandard work that was done on behalf of XXXX XXXX sales and service in XXXX, West Virginia. Ive included emails from XXXX saying XXXX contradictory things XXXX admitting that his son dropped the air conditioner on my roof. They patched it without telling XXXX and they also bust open another portion of my roof causing another tear. I did authorize the work to be done. I was paid out by the insurance company which I put into my bank account which I have every legal right to do and I paid with my XXXXXXXX XXXX  credit card visa. I was going back on vacation down south I had to drop off the XXXX  back to XXXXXXXX XXXX in XXXX West Virginia, Virginia for a second time and leave it there and attempt to redo the entire roof again. This was in XXXX. I put a dispute in after XXXX attempts of substandard work by XXXX and the Owner bill and his workers, when I signed off on authorization to do the work it was to be put back into original XXXX condition as it was almost brand new. As XXXX XXXX from XXXX sent out a field XXXX to XXXX to inspect the damage, he wrote up a report and sent it back to XXXX stating what he has found that was substandard work. I did not sign off for any authorization to charge my card or any authorized work, that would be substandard. The craftsmanship was subpar, the insurance company agreed and sided with myself. After a second attempt, Bill stated he repaired the roof and as you will see in the photos, they went and laid the roof right over nails wood chips. They did not seal it properly, which caused it to leak again and currently. Ive addressed Bill many times even as he dropped it off from West Virginia to New York. When he arrived XXXX hours later, the epoxy was still wet and the glue from the roof also wet and it did not adhere after XXXX miles an hour plus on a highway the way it should be adhered which caused gapping open seems and more. Since they had every opportunity to correct this on XXXX different occasions and neglected to do so I reverse the charge on my Navy Federal credit union XXXX. I was given a credit XXXX months have went by where I did not touch it. I called XXXX XXXX and asked them what I should do with it or what they are going to do with that. They immediately cut me XXXX different transactions because {$5000.00} was the maximum transaction per day so they sent it to me in XXXX different transactions. Now on this recent statement, I received a letter stating that they were charging me back the {$9700.00} and I was held responsible for paying. If that were the case, they shouldve never released it in the begin with it was navy Federal credit union fault that they paid me out after sitting in the account for XXXX months with a {$9700.00} plus to the good credit, therefore that is why they issued me back the credit and directly deposited into my checking account now theyre sending me a letter telling me XXXX responsible for paying this when I received substandard work that was not up to the insurance standards nor the XXXX industry standards again all this is documented by XXXX XXXX  and their field adjusters and my claims rep XXXX XXXX XXXX 
I was told by Navy Federal that there was nothing that they can do or nothing. I can do about it, even though XXXX is subrogating the entire charge for substandard work that they paid out on. That does me no good because XXXX still held responsible for the repair of the roof of which I still have to come out of pocket almost {$10000.00} to get it done and repaired the correct way. Navy Federal credit union blamed a visa and said because I signed off on authorizing XXXX to do the work that I have to pay them, even though the work was substandard and not up to industry standards as you will see by the photos and documentation of emails back-and-forth between all parties involved.

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