Complaints

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:07/25/2024

  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.

  Opened A nav Prime Account on 7/21/************ the Account...during the same week got an email stating that I needed to reconnect my bank and that card is frozen..can't use or card or get funds back. **************** is horrible and no help

  Business Response

  Date: 08/02/2024

  Hello ******, 
  After reviewing your account, we can confirm that your Nav Prime Card is active, and your repayment account is connected and working properly. Our ************* Team has made multiple attempts to contact you via phone and email. If you have additional questions or concerns, please contact our ************* Team at ********************************** or ************.

• Initial Complaint

  Date:07/23/2024

  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.

  I opened my account and made a deposit from a client and they immediately froze my account It has been over 2 weeks and they have not given me any reason for the freeze I have never had an issue with a bank account previously and provided them all the information they requested and they still have not attempted to release to freeze or tell me why it was frozen Also every representative I spoke to said they would call me back did not This has cost me business and now impacting my credit and costing me daily interest

  Business Response

  Date: 07/30/2024

  Hello *****,
  After review of your account, your ********************** Business Checking account was closed and a check with the remaining account balance is being processed and will be sent to the address on file.

• Initial Complaint

  Date:07/17/2024

  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.

  Made returns to my nav account from ********** in-store returns not ever receiving funds back 4 returns in upwards for ****** money isn't coming back to.my account.. call and aske questions they act like that can't see anything no returns at all ... ********** is showing proof that it has been sent back the card it has been purchased with

  Business Response

  Date: 07/25/2024

  Hello ******,
  After review of your account, on July 9th, 2024, credits in the amount of $134.44 and $14.51 from ********** were made to your Nav Prime charge card account. Additionally, on July 13th, 2024, credits in the amount of $32.44 and $61.53 from ********** were made to your Nav Prime charge card account. 
  Our ************* Team has made multiple attempts to contact you via phone and email. If you have additional questions or need further clarification on the refund process, please contact our ************* Team.
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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.

  Nav System issued causes my payment not to go through. I've emailed several times (see attached) and I've called to have this issue resolved. Nav have reported to the business credit bureau that I am over 30 days pass due. I paid Nav for 2 services over the past several months in order to build my business credit. Instead they have destroyed my business credit by reporting it passed due 30+ days. I've called on July 11, 2024 at approximately 10:45am cst and spoke to a representative ******* and after an extended hold time he hung up. ******* stated he didn't know how to resolve this issue and he needed to reach out to someone for help but he just kept me on hold a long time and then hung up. I called right back July 11, 2024 at approximately 11:20 and spoke to ****** and she told me that I must be entering the info wrong which is impossible because you have to log in with your username and password and there isn't a way to enter the info wrong. She placed me on hold and return and told me that if I was not happy with the service that she could delete my account. This of course was not helpful because it does not remove the negative derogatory **** on my business credit. Furthermore I was confused and outraged that I am a customer and her suggestion was to stop doing business with Nav because they were unable to correct my problem. I've attached my multiple emails and a bank statement since they insist that the only explanation is insufficient funds in my account. I also put $100 in my Nav checking account hoping it would resolve this issue but the funds never deposited. According to the rep ******* is takes up to 5 to 7 business days for the funds to show up in the account which is pointless but nowhere on their website or when you make the deposit does it say this. There is no record of this transaction anywhere except when you call they can see it. This service has not help me but destroy my business credit.

  Business Response

  Date: 07/23/2024

  Our customer care team has contacted the customer and we were able to resolve the customers concerns.

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising 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 06/05/2024 I completed a transaction on www.NAV.com that would allow my business to take advantage of the tools it has. I've had the Nav account since 2020/2021 (the free version) and I've never had any issues until the above listed date. After I've given all my information as well as made payment, the following day I lost all access to the account. I attempted to log on to the account several times, even submitted a change of password (approximately ***** times) and still unable to log into my account. Since June 6th, I've called NAV customer service line about 3-5 times in attempt to get this situation resolved. Now granted, each customer service rep has been extremely professional and did the job as best as they are allowed from there end, but nothing has been done to fix this account (an account that I've invested into to help my small business grow). I've attempted to have the customer reps transfer me to someone above their capabilities, but they keep saying that they can't do it nor have the capabilities to do so. I want this matter escalated and fixed ASAP.

  Business Response

  Date: 06/25/2024

  Hello *****, 
  First, we apologize for any inconvenience and frustration this may have caused you or your business. A full refund will be processed and credited to the account it was received from. 
  A member of our customer support team has been in contact. We value your membership and hope you continue to trust Nav with your small business needs.
  
  

• Initial Complaint

  Date:06/06/2024

  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.

  I came across Nav for business. I signed up for the free account and after viewing my options to start my new business relationship with. After reviewing Nav prime membership that offered 2 tradelines, and a business checking account for ***** a month which i thought was a good option to start my business with. After entering all my personal and business information into my Nav account, They were able to pull my person credit but since my business is new they could not pull it up since it did not have a credit file yet. That's why I was trying to sign up Nav in the first place. They said my approval odds were 94% for the Nav Prime. After paying the ***** I was denied for the checking account and the ********************** Prime card due to their banking partner was unable to approve me at this time due to an inability to verify your identity. I contacted support and was told there was nothing they could do. I asked for a refund since I'm not able to use the services I wanted to use. She told me they don't issues refunds and said that my payment would still be reported as a tradeline. I told her that since I'm not able to use the full service that I was paying for I should get a refund. I told the lady on chat that I wasn't paying 50 dollars for 1 tradeline because I could've gotten 2 net 30 tradelines for the same price. I told her I was going to file a charge back with my bank which I haven't yet since I really want this to work out. I don't understand how can Nav pull my credit report and list my scores, but they can't verify my identity. There should be a number where we cant verity our identities. I feel like I was mislead into buying a membership due to the approval odds and that there wasn't a disclaimer on the buyout page that denials will not result in refunds instead have it buried in ToS fine text.

  Business Response

  Date: 06/13/2024

  Hello *******, 
  Upon reviewing your account, it appears that on June 5th, 2024, your application for a Nav Business Checking account was denied. After that, on June 6th, 2024, you upgraded your membership to Nav Prime. 
  Regarding your statement that Nav used approval odds language, please be aware that Nav prominently discloses in close proximity to every use of its MatchFactor score that this score is determined by Nav using data Nav has available for your business and how well that data aligns with the minimum requirements for each offer. It is not an assessment of approval odds. Offers are subject to final underwriting and approval by the lender/issuer. Again, Nav does not guarantee approval for any offer or use language that is meant to convey odds of approval.
  Lastly, we can confirm that your Nav Prime membership has been set to downgrade on July 6th, 2024. We are unable to refund your membership fee in accordance with our terms.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21814695
  
  I am rejecting this response because: I'm not getting the products that I was signing up for. I'm not paying $50 for one trade line that's not worth it I don't care who you are. I have already file a charge back with my bank so I will get my money back one way or another. I will also go back to the ******* channel that I found your product and tell him that not to sign up for your products and he's got over 2 million subscribers so I'll let him know what happened. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/20/2024

  Hello *******,
  There are many benefits to the Nav Prime membership to include access to full detailed credit reports, both personal and business credit scores, and Nav tradeline reporting.  You will continue to have access to your Detailed Credit Reports through the end of your membership term. Your tradeline for the Nav Prime membership will be reported to the major business credit bureaus at the beginning of next month.
  The Nav Business Checking and Nav Prime Charge Card benefits are not available to you because you do not have an approved banking application. You were notified on June 5th, 2024, via email, of your banking application denial prior to upgrading your membership on June 6th, 2024.
  If you have filed a chargeback with your bank, that will be handled through the appropriate channels.
  
  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21814695
  
  I am rejecting this response because:  Bank rejected charge back and I lost access to Nav prime.  It hasn't been available for a few weeks now. Ask me to sign back up, has not been a month yet.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/27/2024

  Hello *******,
  To confirm, on June 13th, 2024, you downgraded your account.  By doing so you chose to discontinue receiving additional services beyond those that you had already received.
  
  

• Initial Complaint

  Date:05/16/2024

  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.

  In September 2023, I opened a business checking account with ********************** with $500. I provided all of my necessary information such as SSN, EIN, Articles of Organization, Business Credentials, etc. I began to fund my business with the funds I opened the account with. On October 15, 2023, I tried to pay my monthly premium for my CRM and the card declined, causing my CRM account to be closed. When trying to log in to the Nav account, I was locked out completely, and unable to log in. I contacted Nav when I was told my account had been closed with $280 still in it and that they were unable to give me the reason why. As of now, I am still unaware why my account was closed. They advised that a check had been issued in the mail and no tracking information was ever provided. By December, I still had not received my money back. I called in again after the holidays where I was told another check would be sent out to my home in ******. I allow a full 60 days to go by and still, nothing in the mail. I contact them by email and they tell me to call in because they won't discuss via email. When I call in, they briefly tell me that they will send out another check.. Same method , no tracking number, no recourse, no resolution. They are very rude and hang up on me whenever I express frustration and they do not care about what they put businesses through. They are thieves. This is their way of stealing money from innocent, new businesses. My company is very legit and has grown in the one year it's been established. I deserve a reason why my account was closed as well as my money back. It has been over 6 months, and still nothing. Just the run around and unprofessional service.

  Business Response

  Date: 05/30/2024

  Hello ********,
  After review of your account, it appears that on October 19th, 2023, a check with the remaining account balance was sent to the business address on file. On December 5th, 2023, you notified a member of Navs customer team that you hadnt received the account closure check. At this time, a member of our customer service team escalated the issue to our banking partner and another check was reissued on December 27th, 2023. Again, this check was sent to the business address on file. On May 16th, 2024, you notified Navs customer support team that you still hadnt received a check, and it was discovered that the business address on file was incorrect. On May 17th, 2024, a ******** Service Supervisor called to confirm your account information and gather the address verification documentation. Our customer service team updated your address and escalated the issue to our banking partner. The delay in receiving your account closure check was due to the incorrect address on file.
  Finally, an account closure check will be reissued and sent to the address you provided
  
  

• Initial Complaint

  Date:05/09/2024

  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.

  Using the Nav Prime Card, I made purchases of $68.01 in May. Repayment for the Nav Prime Card is automatically debited from one of my checking accounts I have linked with Nav. For **** I was double billed ($68.01 was debited from my bank accounts twice). When I first noticed the error on 5/7/24, I contacted Nav. I initially got a run around and excuses and then finally they acknowledged there was a glitz in their system. The customer service rep assured me she will let me know when the issue is fixed and that they are working on it. On 5/8/2024, I called them back as we heard nothing from them and the error wasntt fixed. However, they insisted the error was fixed and everything was fine now. The only problem was I was being charged another $68.01. They assured me it will drop off because it was an error. But, their explanation didnt make any sense. This morning, sure enough, the second payment for $68.01 was debited from my Nav checking account. I am filing this complaint because their customer service reps dont seem to understand what is going on.

  Business Response

  Date: 05/22/2024

  Hello ****,
  After reviewing your account, we can see that you contacted **************** on May 7th, 2024, and May 8th, 2024, to question a possible duplicate transaction on your Nav Prime charge card. On May 8th, 2024, a **************** representative initiated a support ticket to review your account and the alleged transactions. 
  On May 10th, 2024, a credit in the amount of $68.01 was made to your account. If you have any additional questions or concerns, please contact our **************** team.
  
  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21689852
  
  I am rejecting this response because:
  
  It is implied they did nothing wrong. Their customer service is a total mess. They told me many things that were inaccurate and refused to take responsibility for their mistakes. Yes, they refunded the $68.01, but not because it was the right thing to do but rather because I filed this complaint. If they want to retain me as a customer, they need to drastically improve. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/22/2024

  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 Sunday 4/21/2023 i purchased the Nav Prime, and i went to sign up for Nav Business checking and it says that they can not verify my identity but all of my information is accurate due to all of my business information shows up, but after purchasing the plan It seems to not be working or you do not receive all the benefits that they say come with the plan, i am seeking to either get my account resolved or i am asking for a complete refund due to Nav Prime not working accurately also they do not answer there phones which seems a little off to me.

  Business Response

  Date: 05/06/2024

  Hello *******,

  After reviewing your account and application, a full refund was processed as an exception to our current terms. The refund will be credited to the account it was received from.  
  

  
  

  Business Response

  Date: 05/06/2024

  Hello *******,

  After reviewing your account and application, a full refund was processed as an exception to our current terms. The refund will be credited to the account it was received from.  
  

  
  

• Initial Complaint

  Date:04/18/2024

  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.

  I had/have a prepaid account with Tillful, with was apparently purchased by Nav, that in an of itself seems fraudulent as they promised to report your pre-paid business credit card to business credit bureaus and never followed through on their promises and agreements.I have been trying to cancel this account for months, and the company does not answer website requests, emails, or phone calls.They have been repeatedly charging my account each month after I have explicitly withdrew my consent or approval, and their is no way to contact them or get them to stop.

  Business Response

  Date: 05/02/2024

  Hello *****,

  Upon reviewing your account and comments, you have had a free Nav account since September 23rd, 2023. On April 25th, 2024, an account closure form was sent via email to assist you with canceling your secured card. Additionally, you can reach the Tillful support team by emailing them at ***************** Lastly, if you need any assistance with your Nav account please contact Navs customer service team at **********************************************.