Consumer complaint received 2025-12-02 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:
On XX/XX/XXXX of this year I purchased a custom grill from the premium jewelry company for {$2500.00} that was supposed to be mailed to be within 2 to 3 weeks of the purchase. I met with the merchant at his shop on this day and had a mold made for my mouth that he was to use to create the customized jewelry piece with diamonds a mail to myself. All initial communication was done with the merchant via XXXX, however, after about three weeks being in XXXX, I deactivated my XXXX account and sent a message to the merchant to contact me via my mobile device. The merchant did not respond and I did not receive any contact from him so I had my cousin to reach out to him and send my information via XXXX so that he could contact me once he sent off the merchandise. After several weeks of not hearing from the merchant, I found a formal dispute with Navy Federal in XXXX, requesting my money back due to failure to receive the merchandise. This dispute was denied based on the findings of no billing error, which I contacted and informed them that the dispute was never for a billing error, but due to not receiving the merchandise which was purchased. While going through this process, the merchant reached out to me, asking why he had been assessed a chargeback, and I informed him that it was because he had not been communicating with myself for my cousin about the status of my product and that I didnt have money to just throw away so I filed a dispute. He noted understanding and stated that the product is finished and that he would get it out to me. Trusting that he would be a man of his word I waited and heard nothing from him so I informed the merchant that I would be home in XXXX for two days and that we could meet up and I could just pick up the merchandise from him at that time. He responded and said great. Upon arriving in XXXX, Florida, the merchant never met up with me and XXXX several attempts of phone calls and I even showed up to his shop twice however it was closed both times so I was unable to retrieve the merchandise. The merchant then called while I was on the plane back to XXXX and informed me that he never got the money for the charge back yet and that he was waiting for that and needed my help with providing evidence to his company so that he could get his money back. I obliged and sent him the information that he was requesting. I informed him that after everything was resolved that he could just meet with my cousin and give her the merchandise as she and my aunt are coming to visit me for the holidays. He agreed to this and after several weeks again with no communication, I began reaching out and asking him for status updates. The merchant did not readily respond, and I repeatedly messaged him asking for updates to which he finally responded on XX/XX/XXXX stating that he had melted it down the grill and removed the diamond pieces and that the merchandise was no longer available to be picked up or shipped and also that he had to close his XXXX  account due to never getting the money back, which has been deemed a lie, and that I could pay again to have him remake the customized piece but for a lower fee and he would mail it out. This infuriated me and I immediately sent these messages to Navy Federal again, requesting a thorough investigation to look at all of the evidence, including all of the messages to prove that I do not have the merchandise in that I would like a refund of my money. They then denied this request again for lack of evidence and lack of proof that the merchandise was not available on the day that it was purchased. This is unacceptable as a customized piece is not going to be available which I explained in thorough detail, and that it had to be made, which is why the merchant agreed to mail it to me which is visible via the communication that was presented in the evidence. This was also an unacceptable response with clear evidence and proof from the merchant, noting that he has melted it down the product and it is no longer even available for me to obtain or get back even if I were in the US enable to get it. He is still claiming to not have the funds and not refunding me my money and has essentially stopped responding to my messages. After sending several messages via the message portal secondary to not have an American number to be able to call Navy Federal. I incurred a {$70.00} fee talking to four different persons today on XX/XX/XXXX trying to figure out what else could possibly be done or what other evidence was needed to get the funds back as I do not have {$2600.00} to throw away I was met with rudeness from one of the supervisors when I asked to speak to someone above her due to her informing me that there was nothing else that she could do for me. She advised that she didnt work for anyone and there was no one else that I could speak to in the investigation or disputes department and that if I wanted anything done further, I needed to get a lawyer and pursue legal matters in the XXXX court district. After repeatedly telling her that was not possible as I am in the United States Army, and currently serving in XXXX going to America and filing a case was not plausible in that I needed them to investigate or have a supervisor to investigate my claim and review all of the evidence thoroughly, she repeatedly said this is all we can do for you and that if I wanted to speak to someone higher up, I needed to send another message through the secure portal. I informed her that the secure portal was not helpful and I incurred a fee to make the call today so I would like to get this settled today and was continually told no and advise to consider legal measures in XXXX, Florida as there was nothing else Navy Federal Credit Union could do for me due to my lack of evidence.

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