Consumer complaint received 2025-08-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
Subject : Navy Federal Credit Union Closed Billing Dispute Claim Improperly Documents Were Submitted as Requested Complaint Summary : I am filing a formal complaint against Navy Federal Credit Union regarding the improper closure of a billing dispute I submitted. XXXXavy Federal closed my claim citing that they were : Unable to conclude a billing error occurred Did not receive the requested supporting documents The time frame to file a chargeback had expired This decision was made despite my full compliance with all documentation requests, which I submitted multiple times through various channels as directed by Navy Federals own representatives. I believe this reflects a failure in their internal dispute resolution process and a mishandling of my case. 
Details : I filed a dispute regarding unauthorized and incorrect charges made to my Navy Federal checking and credit card accounts.

Navy Federals Dispute Department requested supporting documentation, which I promptly obtained from the merchant and submitted. 
Documentation was submitted through : o The Navy Federal Policyholders Portal ( multiple times ) o Fax directly to the Dispute Department using the provided number o Physical mail to a local Navy Federal branch When I followed up by phone, a Navy Federal representative confirmed that the documents had been received, but due to the volume, they required more time to review them thoroughly.

However, the dispute was subsequently closed, stating the documents were not received and the chargeback period had expired a decision that directly contradicts what I was told by Navy Federal representatives.

I am disputing a series of transactions for services and items that were never delivered as agreed. Specifically : I received only two invoices from the vendor : o {$450.00} for website development o {$35.00} for logo design Along with payment links sent via XXXX I made repeated efforts to contact the vendor via phone and voice messages, requesting full invoices for all other transactions. Despite this, the vendor has failed to respond or provide any further documentation. 
Poor Service & Product Quality In addition to the incomplete documentation, I only received two sample shirts with an incorrect logo/brand name printed on the neck. I have attached photographic evidence showing not only poor-quality workmanship but also deviations from our verbal and text-based agreements. These issues violate basic branding standards and involve the misuse of trademarked material. 
Questionable Vendor Practices All items and services were purchased through the same salesperson, though they were processed under different vendor names. This inconsistency raises serious concerns about the transparency and legitimacy of the entire transaction process. 
Improper Charges and Request for Refund On top of this, Navy Federal has continued to charge me monthly credit card fees and interest related to these disputed transactions. I am requesting : 1. A full refund of all unauthorized and fraudulent vendor charges made to both my checking and credit card accounts.

2. A reversal of all interest and fees applied to my credit card because of these disputed charges.

These charges stem from deceptive vendor practices and a failure to deliver the proper services. Navy Federals mishandling of this dispute has further compounded the issue. 

Respectfully, XXXX XXXX

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