Checking or savings account -- Problem with a lender or other company charging your account -- Complaint #10056208

Complaint Overview

Complaint ID: 10056208

Company: Navy Federal Credit Union

Product: Checking or savings account

Sub-Product: Checking account

Issue: Problem with a lender or other company charging your account

Sub-Issue: Transaction was not authorized

State: Florida

ZIP Code: 33334

Date Received: 2024-09-07T12:00:00-05:00

Date Sent to Company: 2024-09-07T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

On XX/XX/year>, I visited XXXX and redeemed a XXXX for a Couple 's Massage ; I paid {$120.00} for the XXXX, with the XXXX 's Original Price being {$490.00}. I presented the XXXX code at checkout, clearly specifying I wanted a tip of 20 % to be added on the " AMOUNT PAID, '' - XXXX. An associate, XXXX, charged my debit card on file ( for what I believed to be {$25.00} ), yet she never asked me to sign a receipt, nor provided an immediate receipt, although I expected her to send one to my email address on file. The following day ( XX/XX/year> ) when checking my checking account statement, I still had not received a receipt ; however, I had noticed that {$68.00} had been charged instead. The charge was still marked as a " pending transaction '' and had not yet officially posted to my account. I immediately emailed XXXX, asking them to fix the mistake and apologizing for any inconvenience that may have been caused. I also sent a text via XXXX which showed it was delivered. They did not email back, nor text back, to fix the incorrect charge. I opened an Unauthorized Transaction Dispute with Navy Federal that day, XX/XX/year>. The dispute was closed two days later, with Navy Federal stating it appeared I was charged the " correct amount ''. I spoke to a Navy Federal supervisor, asking for details ; she stated that they needed an itemized receipt from the merchant to reopen the dispute. I received a receipt from XXXX on XX/XX/XXXX and emailed XXXXavy Federal the same day, via secure message, with a copy of an itemized receipt from XXXX, along with a copy of my XXXX receipt showing the Amount Paid that the 20 % tip was to be added to. The Itemized Receipt from XXXX clearly shows that I never signed/never authorized this transaction ( the company did not take my signature for this transaction ; there is no signature on the receipt. ) I also sent copies to Navy Federal of my email and text message to XXXX XXXX which I reiterated I had sent while the charge was still pending so XXXX could resolve before the payment had posted ). XXXX intentionally did not resolve the incorrect charge, nor did they email or text back to remediate the issue. I sent a follow-up message on XXXX XXXX to Navy Federal with a copy of all documentation to easily access in one message, and I asked them to reopen my dispute immediately. Since then, I have spoken with Navy Federal agents, and it appears that nobody has taken any action to reopen my dispute, nor respond to my emails.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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