Complaints

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

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  Navy Federal Credit Union

  PO Box 3000 Merrifield, VA 22119-3000

• 

  Navy Federal Credit Union

  PO Box 3503 Merrifield, VA 22119-3503

• 

  Navy Federal Credit Union

  909 SE 1st Ave Miami, FL 33131-3030

• 

  Navy Federal Credit Union

  535 W Channel Islands Blvd Port Hueneme, CA 93041-2179

• 

  Navy Federal Credit Union

  4500 Waxwing Ct Arlington, TX 76018-1294

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:02/09/2024

  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.

  I am seeking a refund of the money they withdrew from my account without prior notification. They took the money from my account on January 25, 2024. I received a letter today (February 9, 2024) that was dated January 26, 2024. The letter stated they would be withdrawing money from my account. Payment is due on the 16th of each month. Therefore to properly notify me of their actions a letter should have been sent out 10 days before the due date. They withdrew the money before properly notifying me. Any other time when a payment had been late they would call. Their actions have shown deceitful intent. Actions of this nature have me possibly looking into legal action with the National Credit Union Administration and cancelation of the loans with them. They have not done this action before since I had the loans given to me.

  Business Response

  Date: 03/24/2024

  22 March 2024

  Dear *** ********:
  

  The following references the complaint we received on 9 February 2024 from the Better Business Bureau, Complaint ID #********.
  

  Our records show that on 24 May 2023, you established a Navy Federal Personal Expense loan account ending in 9135, and on 26 May 2023, you established a Navy Federal Personal Expense loan account ending in ****. If your loan payments are not received by the due date, funds may be transferred from other accounts owned by you to reduce the outstanding balance owed, in accordance with the Navy Federal ePromissory Note, Security Agreement, and Disclosure for each loan that you
  executed. On 25 January 2024, funds in the amounts of $190.70 and $518.00 were transferred properly from your checking account ending in **** to reduce the outstanding balance owed on your loan accounts ending in 2509 and 9135, respectively.
  

  Should you have any questions, you may contact us anytime toll-free at 1-888-842-NFCU (6328).
  

  Sincerely,
  Navy Federal Credit Union

  Customer Answer

  Date: 03/24/2024

  [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:
  

  It did not even address the fact that the letter they sent to withdraw funds. I should still be notified. The letter they sent was worded in a way to inform me that they would be withdrawing the funds but withdrew the funds first then sent me the letter. Since then they have withdrawn funds again but with no letter. They are not consistent in what they do. A letter should be sent before withdrawing the funds. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 November 20, 2023, I filed a dispute for a Hotel stay at ********** ******* (Listed on my bank statement as ********** LIMITED), in the amount of $508.63 which is the balance of what I initially paid for the Hotel stay. I received a Dispute - Temp Credit on Nov. 20, 2023, but it was Reversed on January 16, 2024. I uploaded all supporting documents as requested by Navy Federal Credit Union, with medical documentation proving my case was accurate and legitimate. I stayed at **************** from November 3rd - 8th, However, on Monday November 6th I noticed an outbreak of Itchy Red Bumps on my body, and I went to the gift shop on the Resort to purchase Hydrocortisone cream which did not work, so I left the Resort on Tuesday Morning and came back to ***************** where I was examined by my Doctor at ******, and was told that the rash was from Bed Bug or Flea Bites. So I requested an immediate refund for half of my stay, which is $635.80 back to my **** Card ending in ********, however, the Hotel had already refunded $127.17 on Nov. 3, 2023, therefore, bringing the additional balance of $508.63 due to me. Under the Fair Credit Billing Act, I am requesting a chargeback for the amount of $508.63, which is rightfully due to me for the pain and suffering I had to endure while going through this horrific ordeal. I plan to continue disputing this charge until it is made right on my behalf. As a member of Navy Federal Credit Union since 2009, I feel as though it is their responsibility to uphold their customers at a higher standard, and protect their customer's accounts.

  Business Response

  Date: 03/24/2024

  --------- Forwarded message ---------
  From: ***************************** <***************@navyfederal.org>
  Date: Wed, Mar 20, 2024 at 12:18 PM
  Subject: ##BBB Complaint ID ******** ********
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: **** Complaints <**************@navyfederal.org>
  

   

  Good afternoon ****************,

  We have researched our members concern and on 23 February 2024 spoke with a Dispute Specialist to discuss their complaint. Our member appreciated the call and their concern was resolved. Should ******************** have any additional questions, they may contact us at any time by calling 1-888-842-NFCU (6328).

  Thank you,

  Navy Federal Credit Union

• Initial Complaint

  Date:02/01/2024

  Type:Product 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.

  ******* *** ********* LLC is committing fraud please read the following statement: Entertainment workers beware. Company's producing fraudulent material, citing it is from ***** ***** of ***, *** ****** of **** ***********, creating documents that are falsified to convince writers/authors they're seeking to purchase their books for film acquisition. Producing Letters of Intent forged, film acquisition offers, and using pay processor ****** to process $3000 for cinematic trailer orders. Posing as entities and companies they are not is illegal and this is a crime this company is currently committing and the public needs to be very aware of the predatory practices associated with this company. This entity posed as someone granting permissions rights and fraudulently posing as someone they were not to gain payment for something they did not have the authority with falsified documentation, forged signatures belonging to notable producers and entities in media, voiding any agreements due to unlawful procurement, targeting of a disabled person. Evidence was presented and the primary person was ****** *******, whom perpetuated fraud, felonious forgery, and impersonation on behalf of ******* ***. I reported this to every possible agency, showed countless amounts of documentation, and NFCU tried to insist - after not responding to any of my updates queries, that I paid for a service or product that I never received because within 24hours of discovering that these people had conned me with lies and committed felonious crimes across multiple states, filed the reports with all the proper entities in order to both make consumers and the public aware that authors were being targeted and also to get my hard earned monies back. No product was ever received or produced, and somehow nobody at the bank checked any documentation which came from the publisher, lawyers, to attest that these people had committed a crime to scam me out of my money with false pretenses. NFCU allowed it.

  Customer Answer

  Date: 02/28/2024

  Navy Federal Credit Union did finally get me my refund back but it required me going through months of stress and lots of mistreatment, refusal to accommodate my disability, and disparaging treatment from those I reached out to for help. At the end of fighting for nearly 3 months, I finally used Sprint Relay to spend several hours on a chat with ******* from Dispute Department who apologized profusely and told me I owed them no apology of my own and that she would ensure I got my money back.  She asked me to give her one week and the monies were returned to me within 2 days after the chat. However, that doesn't exonerate NFCU from the several instances from more than 5 different agents that were in direct violation of my ADA rights under the law and my multiple requests for someone to assist me in the formats I asked for. NFCU's agents also threatened to terminate my means to communicate via chat and email while I requested them to review their findings again. Had I not asked me in upwards of 5 times to review their findings, nor turned in the reports to the various entities I have then nobody would have helped me and the way NFCU treated me for several months until I spoke with ******* was reprehensible - as if I were the criminal for turning in true documentation and attesting to a large-scale scam that needed addressing by the proper federal and state authorities. I am happy my main issue of having my money returned occurred, but the report made for my experience still needs to be addressed so that no one else is treated how I was when trying to do the right thing regarding reporting unlawful scams and illegal activity that targets banking consumers.

• Initial Complaint

  Date:01/18/2024

  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.

  Navy Federal was contacted multiple times in December of 2023 to dispute charges on my closed card. While the charges were initially disputed, the case was closed since I did not upload documents within their timeline. The documents were not uploaded as the reason I closed my account is due to constant issues with their online systems. When I called back on January 18, 2024 to inquire about other ways to send in the needed documents and re-open the case, I was told 1st that online was the only way. When I explained that online did not work (i offered to mail documents in), I was handed off to the supervisor, ***, who was completely unwilling to dispute the charges regardless of what the reason was. I used the credit card to be protected and Navy Federal is unwilling to provide protection to its card holders against unauthorized charges. Document is not attached since this is solely due to Navy Federal flat out refusing to put the dispute though

  Customer Answer

  Date: 02/16/2024

  I was contacted with a partial resolution due to my complaint though the FTC, but the issue about the representative arguing with me and not allowing me to dispute a charge was not addressed

  Business Response

  Date: 03/20/2024

  18 March 2024

  Dear Staff Sergeant Richter:
  

  The following references the complaint we received on 20 January 2024 from the Better Business Bureau, Complaint ID# ********.
  

  Our records show that on 23 December 2023, you filed a credit card merchant dispute claim for transactions to **** totaling $280.16. We requested additional supporting documentation; however, we did not receive the requested information and the claim was closed.
  

  When your dispute claim was filed, our representative advised you of the various ways that you could send in the necessary documentation, including online, fax, in person at the branch or through US mail. The fax number was also provided at that time for your convenience. We regret any confusion regarding the methods for submitting documentation.

  Should you have any questions, you may call us anytime toll-free at 1-888-842-NFCU (6328).
  

  Sincerely,
  Navy Federal Credit Union

  Customer Answer

  Date: 03/20/2024

  [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:
  NAVY federal's claims are not completely true. I was not advised that items could be sent via postal mail as their response claims. I was told that online was the only method and their online service provided many difficulties during the entire time that I had accounts with Navy Federal. Additionally,  navy Federal did not address their employee's flat ourlt refusal to dispute the charge when I called back.

  In the end, I know navy federal cohld not care less about the customer experience and will not do anything willingly to resolve this. I underage that this will be closed without a positive outcome due to my past experience woth Navy Federal 

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

• Initial Complaint

  Date:01/11/2024

  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.

  Unauthorized Hard Credit Inquiry Pull on 1-4-2024

  Business Response

  Date: 03/11/2024

  7 March 2024

  Dear *** *******:
  
  The following references the complaint we received on 15 January 2024 from the Better Business Bureau, Complaint ID # ********.
  

  Our records show that on 4 January 2024, you submitted four applications for an auto loan. A credit inquiry was properly made in connection with the applications, and we will not request the removal of valid data from your credit file.

  Should you have any further questions, you may contact us anytime toll-free at 1-888-842-NFCU (6328).
  

  Sincerely,
  Navy Federal Credit Union

• Initial Complaint

  Date:01/03/2024

  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 bought a watch on ***** I returned the watch and rhe nefarious vendor has not submitted my refund. I filed a dispute with navy federal. I provided emails and the return tracking number. Per your representative, they informed that vendor stayed I returned a book. Which is false. They provided a picture of a book. All items were returned. Navy Federal is trying to hold me accountable for items returned because the vendor provided a fake return. I could've said i received a book and not the watch. What the dispute analyst is doing makes no sense. I am the customer nor the fraudulent vendor.

  Business Response

  Date: 03/09/2024

  8 March 2024

  Dear *** *****:
   
  The following references the complaint we received on 3 January 2024 from the Better Business Bureau, Complaint ID #********.
  

  Our records show that on 5 December 2023, you submitted a credit card merchant dispute claim for a transaction that posted to your credit card account ending in **** by **** in the amount of $883.31.
  

  On 15 December 2023, we submitted a chargeback request to the merchant. On 2 January 2024, the merchant declined the chargeback, providing documentation that the merchandise was not returned.
  

  Navy Federal has no further recourse on your behalf. You may work directly with the merchant to resolve this issue.
  

  Should you have any questions, you may contact us anytime toll-free at 1-888-842-NFCU (6328).
  

  Sincerely,
  Navy Federal Credit Union

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  RE:NAVY FEDERAL406095XXXXXXXXXX NAVY FEDERAL **************** I am writing you this statement regarding payments that were marked late by NAVY FEDERAL CREDIT UNION for the following accounts on the following date(s): 12/2023, ,11/2023, 10/2023, 9/2023, 8/2023, 7/2023, 6/2023, 5/2023, 4/2023, 3/2023 2/2023 It is my understanding that per 15 USC 1681(a)(2)(A)(i), my consumer report should not contain information solely as to transactions or experiences between the consumer (me) and the person (navy federal credit union ) making the report. Payment history and the late payments associated with payment history negatively impacts my consumer report and are considered as part of my transactions and experiences between your company and me. Furthermore, I am requesting that you provide me with, in writing, the reasonable procedures (according to 15 USC 1666(b)) that you have adopted to ensure that each periodic statement is mailed to me (the consumer) not later than 21 days before the payment due date. Include also, all the information required by Section 1637(b) of Title 15. Navy federal have 15 days from the date that you receive this statement to provide me with the information that i am requesting. If they do not provide this information in the allotted time given, then it will be assumed that they cannot verify the late payments on the dates specified above (lacking reasonable procedures to ensure the accuracy of my account) and I would timefore request that you remove the late payments from my account and consumer report with the following consumer reporting agencies (*******, ******** & ********** or all that apply) and update the accounts to positive. Please forward any changes to my account to the address below. Thank you for your time and consideration in this matter. I look forward to hearing back something positive. From: *************************** ************************************************************************** SSN: *********** | DOB: ********

  Customer Answer

  Date: 01/03/2024

  Navy federal credit union is in clear violation of the law. Pursuant 15 USC §1681a 2(A)(i)
  –EXCLUSIONS- Except as provided in paragraph (3), the term “consumer report” does not include—
  (A)subject to section 1681s–3 of this title, any—
  (i)
  report containing information solely as to transactions or experiences between the consumer and the person making the report;
  
  THE LAW CLEARLY STATES:
  Transactions between the consumer (ME) and the person Making the report is NOT INCLUDED on my Consumer report!
  
  A Late payment is a transactional history,
  
  My HISTORY with your navy federal credit union CONGRESS clearly states that the reporting of Transactions or experiences between the CONSUMER and the PERSON making the report is not included on the consumer reports!
  
  Navy federal credit union HAVE VIOLATED THE FCRA 15USC 1681a 2Ai by reporting this transaction or experience on my consumer which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS.

• Initial Complaint

  Date:12/27/2023

  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.

  I have been a loyal NFCU member since 2015, with a history of responsible financial conduct and no prior issues. In November 2023, I applied for a debt consolidation loan to pay off all my credit cards, which were initially used as startup capital for my business. Despite having a substantial income, my application was denied. To address this, I called NFCU on 11/2/23 and talked to ****. I presented various repayment options, including biweekly payments and a monthly payment of $2,000. I also offered to close the credit cards. However, my appeal was denied again, stating I did not meet NFCU's lending criteria. Strangely, in October 2023, with the same credit history and NFCU membership, I was approved for two vehicle loans (68k & 71K). This disparity in lending decisions raised questions about NFCU's consistency and fairness in its lending practices. On 12/25/23, I escalated my concerns by sending an email to request talking with a supervisor, especially in light of recent news regarding allegations of unfair lending practices based on race. However, the response I received was a standard computer-generated message. This lack of personalized response indicated a disregard for customers & a failure to uphold the standards of customer service NFCU should be known for. On 12/27/23, I talked with Supervisor *******, during which I requested clarification on the specific lending criteria and what the membership length NFCU's lending team requires. To my astonishment, she told me that these criteria are internal and not disclosed to consumers. This lack of transparency is deeply troubling, as it leaves members like myself in the dark about the reasons behind lending decisions. I also inquired about the potential role of race in lending decisions, as allegations of discrimination have been circulating in the media. Despite my concerns, I received a blanket assurance that race does not play a role, without any transparency or insight into how NFCU ensures such fairness.

  Business Response

  Date: 03/09/2024

  6 March 2024

  Dear **** *********
  

  The following references the complaint we received on 10 January 2024 from the Better Business Bureau, Complaint ID ********.
  

  Our records show that on 24 November 2023 and 29 November 2023, you submitted applications for a Navy Federal consolidation loan account in the amount of $43,488.17. The applications were declined pursuant to Navy Federal's underwriting guidelines, which apply equally to all members.

  On 25 November 2023 and 30 November 2023, written notifications regarding our decisions were sent to you at your address of record. Copies of these notifications are attached for review.

  Navy Federal does not tolerate discrimination, harassment, or inappropriate conduct by or against employees, members, vendors, contractors, or any other individuals who conduct business with us.

  Sincerely,
  Navy Federal Credit Union

• Initial Complaint

  Date:12/26/2023

  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.

  Deposit made 12/21/23 before2p.m. Check was from a Abstract Title Company Trust Account. Check was the proceeds of a house sale. Branch advised there would be a 2 business day hold on the check. Called today 12/26/23 to see why I could not access the monies. Was told they changed it to a 5 day hold. No notification was given.

  Business Response

  Date: 02/09/2024

  9 February 2024

  Dear **** *********: 
  

  The following references the complaint we received on 27 December 2023 from the Better Business Bureau, Complaint ID # ********. 
  

  Our records show that on 21 December 2023, a check in the amount of $32,478.34 was deposited into your joint checking account ending in ****. The first $225.00 was made available the first business day following the date of the deposit, and the remainder of the funds were placed on an extended hold in accordance with the Navy Federal Credit Union Funds Availability Schedule, which may be viewed at navyfederal.org. The primary account owner was notified of the extended hold. On 29 December 2023, the hold was released, and the funds were made available. 
  

  If you have any questions, you may contact us anytime toll-free at1-888-842-NFCU (6328). 
  

  Sincerely, 
  Navy Federal Credit Union 
  

• Initial Complaint

  Date:12/20/2023

  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 am seeking all the money that was taken from me and my daughter's checking account. The total amount is $3,100. My daughter had someone steal $2300 dollars out of her checking account August 1, 2023 and we reported it to Navy Federal the same day we discovered it. My daughter asked for an investigation and they stated that they would refund the money. After 10 days the bank came back and told her that they wouldn't approve it and she asked for an appeal. The appeal came back and it was denied. The bank stated that my daughter may have helped someone upload checks through the mobile app. However, my daughter was with us  heading to college in ***** and had no knowledge of the incident. After she started college we received the checks in the mail that they stated were cashed and they didn't even have my daughter's signature nor did they have the statement written on the back of the checks that are required to cash all checks. This was a poor investigation and has put a strain on me and my wife to take care of our mortgage.

  Business Response

  Date: 03/09/2024

  5 March 2024

  Dear Staff Sergeant Parks:
  

  The following references the complaint we received on 1 January 2024 from the Better Business Bureau, Complaint ID #********.
  

  Our records show that on 4 August 2023 and 7 August 2023, **** *****, primary owner of your joint checking account ending in ****, submitted claims of unauthorized debit card activity in the amounts of $1,000.00 and $1,262.35, respectively. We completed investigations and found the claims to be unsupported. On 8 August 2023, letters were sent to your address of record advising of the denials. We completed a second review of the claims, and based on the facts of the investigation, the claims remain denied.
  

  When there is a balance owed on a member's account, we may transfer funds from accounts on which the member is a joint owner to reduce the outstanding balance owed. On 7 September 2023, funds in the amount of $801.95 were transferred properly from your checking account ending in **** to reduce the negative balance in your joint checking account ending in ****, in accordance with the Navy Federal Credit Union Important Disclosures, which may be viewed online at navyfederal.org.
  

  Should you have any questions, you may call us anytime toll-free at 1-888-842-NFCU (6328).
  

  Sincerely,
  Navy Federal Credit Union