Consumer complaint received 2024-12-30 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:
Dear Consumer Financial Protection Bureau, I am writing to file a complaint against XXXX XXXX and Navy Federal Credit Union regarding a charge of {$750.00} for services that were not fully rendered. I used my Navy Federal Credit Union ( NFCU ) credit card to pay for their services, which were essential for conducting a XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX  Their platform connects researchers with participants who are compensated for completing surveys. 

Here is how the platform works : Researchers design surveys with specific criteria, such as attention check questions, to ensure valid responses.

Participants are compensated only when they complete the survey and meet the set criteria.

The platform charges researchers based on the number of valid, completed surveys. 
I contacted XXXX XXXX support team regarding an issue with the survey responses. Their representative instructed me to ask participants to return their surveys to address the problem. A returned survey means the participant chose not to complete it, making the data invalid and unusable. According to XXXX XXXX own terms, returned surveys are considered incomplete, and I should not have been charged for them. 

After following their instructions, most participants returned their surveys, leaving only XXXX who met the criteria for valid responses. Based on XXXX XXXX pricing, the charge should have been {$50.00} for these valid responses. However, I was charged the full {$750.00}, which included invalid and returned surveys. 

When I contacted XXXX XXXX to request a refund or adjustment, they refused. They also blocked my account after I complied with their instructions, preventing me from accessing the service or resolving the issue further. Their actions have caused financial hardship and disrupted the progress of my doctoral research. 

I also contacted Navy Federal Credit Union to dispute the charge. I provided them with all the information and evidence I had, including communications with XXXX XXXX, their terms of service, and the details of the invalidated surveys. Despite my efforts, the dispute was not resolved in my favor, leaving me with significant financial and academic setbacks. 

I believe XXXX XXXX billing practices are unfair and exploitative. By providing guidance that led to invalid results and then charging for those invalid services, they have failed to meet basic standards of fairness and transparency. 

I respectfully request assistance from the Consumer Financial Protection Bureau to recover the {$700.00} I was overcharged. Additionally, I ask that you investigate XXXX XXXX practices to prevent similar issues from affecting others. 

Thank you for your attention to this matter. Please let me know if further information or documentation is required.

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