Complaints

This profile includes complaints for NASA Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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NASA Federal Credit Union has 18 locations, listed below.

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  NASA Federal Credit Union

  500 Prince Georges Blvd Upper Marlboro, MD 20774-8732

• 

  NASA Federal Credit Union

  7027 Lankford Hwy Oak Hall, VA 23416-2223

• 

  NASA Federal Credit Union

  16461 Excalibur Rd Bowie, MD 20716-3925

• 

  NASA Federal Credit Union

  PO Box 41769 Philadelphia, PA 19101-1769

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  NASA Federal Credit Union

  300 E St SW Ste GC-21 Washington, DC 20546-0002

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve tried numerous times over the years to establish a checking account with NASA Federal credit Union. I recently applied again to establish membership and identification documents were needed to open my account. I provided my drivers license number, my Social Security card, and a utility bill with my new address on it. Once again, I get this generic condescending email saying that they can’t open my account and that they would love for me to know why but then I have to wait several weeks to get the notice in the mail. Turns out they said they couldn’t verify my identity? But yet I provided all those sensitive Personal documentations to verify I am who I am which doesn’t make any sense also if you’re not able to verify my identity, then why did an inquiry show up on my clarity services credit report? If you can’t verify my identity, then how did you have access to that at this point as many times as I’ve tried to establish membership with this credit union because of the product and services that the offer which appeals to me, I don’t feel valued. I don’t feel like I want it as a member and quite frankly I feel singled out and discriminated against . I will continue to leave negative reviews on all social media platforms, google and yelp reviews and I’m contacting the Better Business Bureau. Nobody should have to be treated like this when all they wanna do is open an account and reap the benefits of the products and services that this credit union offers.

  Business Response

  Date: 01/10/2024

  Thank you for reaching out to us with your concerns. We understand you are concerned about the denial of a checking account application.  **** ****** is utilized when we process checking account applications.  Based on the information received back from **** ******, we were unable to approve the checking account application.  An adverse action notice dated December 27, 2023 was sent to the address on the application.  Within that notice it states we obtained your ********* score from **** ****** and used it in our decision.   

  Customer Answer

  Date: 01/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:that is a generic response! I have a report from *********** and there is nothing negative on my report so I feel like I'm being discriminated against at this point! 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 01/22/2024

  We understand you are still concerned about the denial of a checking account application.  As we mentioned, **** ****** is utilized when we process checking account applications.  Based on the information received back from **** ****** at the time of your application, we were unable to approve the checking account application.  The December 27, 2023 adverse action notice stated we obtained your ********* score from **** ****** and used it in our decision.  The score did not meet our criteria for a checking account. 

• Initial Complaint

  Date:12/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently checked my ******** Credit report & notice a hard inquiry, I did not authorize for any such purpose. I Immediately reached out to NASA FEDERAL CREDIT UNION & was told the Fraudulent application would be removed due affective immediately. The supervisor ***** informed me that the fraudulent information would be removed within 24-72 hours.

  Business Response

  Date: 01/11/2024

  Thank you for reaching out to us with your concerns.  We received an application in which you had provided consent to access your credit, allowing for a permissible purpose of a consumer report.  Therefore we are unable to remove the inquiry.  If you have any additional questions or would like to discuss this matter further, please reach out to us directly.  

• Initial Complaint

  Date:12/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cd matured on 11/25. Today is 12/2...check was mailed so they say. I checked my acct and it doesnt show the withdrawl and i havent received my 200k yet. I am losing money by not being able to redeposit money elsewhere. I have called 4 days in a row to be put on hold for hours....im always told im 20th in cue and after 2 hrs of holding im #**. Impossible to speak to anyone. Can u help me? My 200k appears to be lost.

  Business Response

  Date: 12/27/2023

  Thank you for reaching out to us with your concerns.  The check you refer to is an official check drawn off the credit union, like a cashiers check that is drawn off a bank.   The check issued is considered guaranteed funds.   Our checks do have a stale date of 30 days from date of issue, allowing us to reissue after the original is stale dated.  If you haven't received the check by December 26, 2023, please reach     out to us to have the check re-issued, or you may go to our website at:  ******************************************************** , and select "Cashiers Check Statement of Agreement".  This will allow you to make an online request for a reissued check and your request will go directly to the business department that will reissue the check for you.  

• Initial Complaint

  Date:11/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of 11/10/2023 I received a call from the Fraud Division of Nasa Federal Credit Union concerning several unauthorized charges on my ATM Card. They stated after a brief conversation that my ATM Card had been Cancelled. They also stated that they were only the Card Fraud Division and could not issue a replacement card that I must call the Bank to get a replacement ATM account. Unfortunately the Bank was closed due to a Holiday and now I am unable to start a new ATM Card until Monday 11/14/2023. Since there process is slow another ATM Card takes over a week, being that they are closed now for 3 days further adds days without access to my Checking Account. So it appears I will have no access to my account for over two weeks! This is not acceptable as I am a Disabled 63 year old Man and I require access to my funds.

  Business Response

  Date: 11/24/2023

  Thank you for reaching out to us with your concerns. As you stated, fraudulent activity was identified on the card as of Friday 11/10/2023.  On Monday 11/13/2023 a new card was ordered and was overnighted to you.   The card was activated on 11/15/2023.   We received this BBB concern dated 11/18/2023,  which took place after the card was activated.  If there are any further concerns, please contact us directly so we may assist you.    

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress. Under 15 USC 1681 Section 602, I have the right to financial privacy, and I expect my information to remain confidential. Furthermore, 15 USC 1681 Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided. I have identified inaccuracies on my credit report from NASA FCU, impacting my financial well-being. I request these inaccuracies be corrected promptly. Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances. For reference, my account details are as follows: Account Number: ********** I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information. Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns. Thank you for your immediate attention to this matter. Sincerely, ********* ********

  Business Response

  Date: 12/01/2023

  Thank you for reaching out to us with your concerns.  You had provided consent to access your credit allowing for a permissible purpose of a consumer report under 15 USC 1681 section 604)a)(2). Additionally, as noted within the member services agreement, we verify the existence and condition of your account to third parties such as the credit bureau.  We take privacy of your information seriously and only share information as allowed by law.
  
  We do not show a record of you have a credit card account with us, however did review the loan account you do have with us and verified the reporting to be accurate.  Please feel free to contact us with any questions.

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I've recently tried to bank with Nasa Federal Credit Union. They charged me 30 dollars for a little itty-bitty two 0.30 bank transfer verification transactions. That immediately went back to them. So they charged me 15 dollars each. I don't know who they think was paying that but I can guarantee that isn't me. I had a stroke and I cannot do things the normal way like others. Even if I wasn't still dealing with stroke issues. I still wouldn't pay. What the heck? They disabled my account for this and then sent me a card so I can go in and find it out. I admit this new card may be due to their new banking app but come on. If they do decide to do the right thing and STOP TRYING TO STEAL MY LITTLE MONEY. Open my account back up and dare I say pay for the next month for putting me through all this crap. Your going to tell me they are going to charge me for a bank verification. That literally gives them back their money? Heck no. I don't want any calls or anything. Just my account back unlocked and standing in the 0 and some cents I left it at before all this happened. This is crazy. Insane. Literally a out of boundaries move right here.

  Business Response

  Date: 11/24/2023

  Thank you for reaching out to us with your concerns. Our records show there is a monthly maintenance fee on the account, unless certain conditions are met, which took place on August 31, 2023 and September 30, 2023.  We also show an outside financial institution submitted a withdraw on September 5, 2023 for $0.63 , which incurred an insufficient funds fee on the account.  The same financial institution then deposited $0.14 and $0.49 on September 5, 2023.  For privacy reasons, we encourage you to contact us directly with questions and we can provide more detail.    

  Customer Answer

  Date: 11/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Yeah, that bank also paid that money back. The literal mere cents that caused 30 dollars to be robbed out of my account basically. The account balance wasn't paid because of those fraudulent charges. I just want you guys to know so when my request for a new banking account that I literally put in for last night on your new app. That doesn't let me put a application in because of that crap on my account. It's insane how much you want to talk to me. Hear my voice over phone. I don't want to hear "your" excuses on why the money was taken out of my account. That literally brings out the worse in me. Which can bring hang ups, cussing, and straight up me not caring anymore. Now I have to start a whole new checking account OVER AGAIN. If you guys let me do it. I literally just want accounts that have good standing and long months. I can't do that with your bogus fees dropping my account off the face of earth. Please Nasa, get it right. For a website that just got it's official app. I find it hard that during my switch. Someone didn't catch any of this crap all over my account and provide substances. At least to get that 30 dollars off of my account. I would gladly pay the monthly fees. But I know with banks, my money would only go the the fraudulent 30. Not the legitimate monthly payment. 
  
  Anyways, allow me to create another checking account at Nasa. Stop bullying me and not letting me create a account again. Is all I ask. Plus a month of free service if that's possible. There shouldn't be any of my words going into this. It should only be me typing. And this is me. 
  

  Sincerely, ******************************

  The one who uses ************************ My number is ************. It's me. My account. My information.

  Regards,

  ***********************

  Business Response

  Date: 12/05/2023

  Thank you for reaching out to us again with your concerns. There are monthly maintenance fees on the account if certain conditions are not met.  Additionally, there was other activity on the account which incurred the fee.   For privacy reasons, without being able to go into specifics in this forum about your account, or opening another account, we encourage you to contact us directly so we can provide more detail and discuss specifics on options.   

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They know what happened was dumb and they really want me to pay. Well I don't wanna talk to no robotic person who laughs at me behind my back. The fact that it happened in the first place and you didn't address it. Without me having to waist 30 minutes on the phone for something I could care less about anymore because the account is gone solely because NASA is greedy. I wouldn't pay it if I had a billion dollars. I don't want calls or nothing. I'm done. Charging me 30 dollars for a bank verification should be illegal. Heck, it probably is. I'm glad it wasn't any money I care about in that account. Blocking me from making another account without talking to one of your henchmen is straight bonkers. Insane activity at a bank I put infront of others. I used to praise you. Now your just a greedy uncle. Congratulations!

  Regards,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/13, I noticed NASA added auto insurance to my auto loan. I called to discuss the matter only to reach a very nasty, unprofessional and rude individual who refuse to let me speak or make my point. I tried to explain to NASA the motor went out in the truck and the truck was salvaged. The representative was so rude I couldnt get the matter straight. I explained to NASA even thought I dont have the truck I agreed to still make the monthly payment. NASA stated they placed insurance on my loan even thought the truck is salvaged. This makes absolutely no sense. This is the worse banking institution in the world..

  Business Response

  Date: 10/12/2023

  Thank you for reaching out to us with your concerns.  We require comprehensive & collision insurance for all vehicle loans.  Information you provided us only showed comprehensive insurance was in place. Additionally, the insurance company we were aware of verified the vehicle was no longer on the policy as of a specific date.  Hence without information on another provider or policy in place, we had insurance placed on the vehicle.You called and verbally told us the vehicle had been salvaged, however to date,we have not received documentation to that effect and the security interest filing is still being held by our title vendor. We encourage you to reach out to us, as there are a couple options available to you to alleviate the need for the insurance we placed on the vehicle. 

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want my account closed. My online access was blocked a Year ago. I assumed the account was closed then. However, I keep receiving bank statements for the savings account. I called last week and was told I needed to verify my identity to close the account. Fine. You want an email confirmation (for an email account that no longer exists) or phone verification (for a phone number that I couldn't port to my current phone service). I asked to speak with a manager. I was told "they're all busy", and "they're probably in a meeting", and "she'll call you back later today". It's been about a week and "she" (whoever that is) never called me back. The only response I've received is a postal letter delivered today (about an hour ago now) from your business stating that if I don't give you more money, I will incur an "inactivity" fee. I can't see my bank accounts, you blocked my web access. I'm not giving you my new bank information over the phone, where I can't screenshot or record, or have any records. I'm not giving you more money for an account I already told you to close. Also, an email or mobile number is NOT secure verification for a financial account. I offered to email or fax over a copy of my State ID and/or Social Security number. That is proper verification. I expect a courteous and thorough response resulting in the closure of this account. You will Never get a Penny more from me. After all, you can't get blood from a stone. This message was also submitted via your website about 20-30 minutes ago. Also, your response will determine just how many government agencies I Report you to.

  Business Response

  Date: 08/29/2023

  Thank you for reaching out to us with your concerns. Our Call Center Manager reached out to you on August 28, 2023.  It is my understanding the Manager apologized for any inconvenience, closed your account as requested resolving the issue to your satisfaction.      

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to open a new account a couple of days ago and I sent a message via NFCUs app and received the following rude and unprofessional response back from the unknown rep who responded: "[7/27/2023 10:39:59 AM] NASA FEDERAL CREDIT ...: As we explained earlier, we continue to experience very high volumes so the wait time is far longer than normal, as can be expected, and we cannot provide an ETA at this time though your rate is being held. We are doing everything in our power to work through the requests in a timely manner. If you are unable to wait and wish to cancel your application, you may do so here." If this is the kind of customer service I'm getting and I haven't even established an account yet then I'm sure it won't get any better afterwards. Ridiculous.

  Business Response

  Date: 08/18/2023

  We would like to apologize for the experience.  With your feedback, we have implemented changes to the messaging.   Its through communications such as yours, that we can continue to refine touchpoints for member service and we appreciate you sharing your concerns with us. 
  

  Customer Answer

  Date: 08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the 3rd time now, I have money missing as well as transactions (balances) that dont add up (more than what I KNOW was there). Also, their transaction keeping is all over the place. Theyre far from chronological order. This Wednesday night (6/28) at approx. 11:02p.m. ET, I made a purchase on ***.com for $120.67my balance in my acct. was $124, purchase goes through and I have $4 left. I wake up the next day at 8a.m., I see the $4 balance, 2hrs later, I notice a balance of $26. I dont know where the $22 came from. I also see a charge from the hotel of $49. The booking was for the *****. I get informed by the hotel last night (29) that the funds werent paid. Im shocked. So now the question is, WHERE IS THE MONEY???? And before this bank tries to explain away with the whole, we process them as we get them bs, explain how that happens and the $49 charge was AFTER on the 29. Prime example is the deposit you see that says the 29, but it was actually done INSTANT deposit from my employer app on the 28. Why does it have the date of the 29 on it and its under transactions for the 28? I dont know whos doing the accounting for this bank but this isnt the first time. Another time happened 2weeks ago. And I called in and got hung up on when I told them the balances reported were none of my balances. The *** charge isnt even showing on my transactions. So where is the money??? You can see the confirmation number and time stamp & date of when I made the purchase. And if you try to include the $49 as an excuse, WHERE IS THE REST OF THE MONEY????? $49-$124=74.01

  Business Response

  Date: 07/24/2023

  Thank you for contacting us with your concerns.  After review and investigation of this account, it was determined that authorizations were placed on the account and transactions were posted as received from the merchant. 

  We understand that you spoke with a call center representative on July 3, 2023.  The representative went through the transactions posting to the account from this merchant with you and as a result, you indicated you wished to dispute some of those charges.  

  The dispute is currently in process. If you need more detailed information that we cannot post in this forum, please feel free to reach out to us. We will be in touch with you directly regarding the results of the dispute.