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Business Profile

Credit Union

Navy Federal Credit Union

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

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

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Navy Federal Credit Union has 120 locations, listed below.

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    Customer Complaints Summary

    • 2,307 total complaints in the last 3 years.
    • 961 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 deposited a check at the aforementioned Navy Federal Credit Union on September 12, 2022. I received a letter from the same credit union on September 17, 2022 stating that "We are delaying the availability of the funds from the deposit made on 9/12/2022, in the amount of $350.00. These funds will be available on the 5th business day after the day on your deposit. The reason for the delay is explained below: Confidential information indicates the check may not be paid."This check was written in my name by the office of *********************, Clerk of Superior Courts, Cumberland County, NC. Why would they question a check written out of state funds? And why hold the whole amount? I was told that the funds were being withheld pending confirmation of the validity of the check. When I deposit a check at NFCU, a portion is always withheld until the following business day, and I have deposited checks from several different institutions. Why are they questioning this one? IT IS A STATE CHECK!! In any case, I had more than enough funds to cover that check in my checking account alone more than five(5) times, and more than 20 times in my savings account. If there were questions, why didn't they just withhold it from one of those account and not just the check altogether pending their false investigation? Maybe they aren't satisfied that I don't have an Overdraft Protection Account that they can charge me $20.00 In case the check bounced. To add "salt to the wound" they wrote "If you did not receive this notice at the time you made the deposit and the check you deposited is paid, we will refund to you any fees for overdraft or returned checks that result solely from the additional delay we are imposing...To obtain a refund of such fees please submit receipts or account statements....explanation ...why you believe a refund is warranted. REALLY!. So they bear no responsibility. The letter was not signed. Again, they bear no responsibility. SORRY BUSINESS PRACTICE

      Business Response

      Date: 02/06/2023

      12 December 2022

      Dear *** ******:

      Your concern submitted via the Better Business Bureau, ID number ********, has been referred to me for reply.  Please excuse the delay in this response. 

      We have reviewed your concerns.  Our records show that on 12 September 2022, you deposited a check in the amount of $350.00 via Automated Teller Machine (ATM) to your Navy Federal checking account ending in ****.  The first $225.00 of he deposit was made available immediately, and an extended hold was placed on the remainder of the deposit in accordance with Navy Federal's Funds Availability Schedule, which is available for review at www.navyfederal.org.  We also show that the remainder of the funds were made available as advised.

      We would like to take this opportunity to thank you for your Navy Federal membership.  Should you have any questions, you may contact us toll-free anytime at 1-888-842-NFCU (6328).  

      Sincerely, 

      Kevin W. 

      Vice President

      Transaction & Document Processing

    • Initial Complaint

      Date:12/11/2022

      Type:Product Issues
      Status:
      Answered
      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.
      HI BACK IN AUGUST 2022 I SPENT $5,000 ON MY **** CARD TO *** *********** IN CANADA, TO BE TRAINED ON HOW TO SELL ON ******, I HAVE NEVER BEEN TRAINED BY THERE COACH AND I REQUESTED A REFUND SEVERAL TIMES AND THAT COMPANY SAID THAT THEY DO NOT GIVE REFUNDS. MY BANK NFCU IS VERY SLOW IN GETTING MY REFUND FOR $5,000 BACK TO MY **** CARD. PLEASE TELL NFCU TO GET ME MY $5,000 REFUND, ASAP. THANK YOU VERY MUCH FOR YOUR HELP. HAVE A SAFE MERRY CHRISTMAS AND A HAPPY NEW YEAR.

      Business Response

      Date: 01/19/2023

      19 January 2023 
      In reply refer to: 
      Dear ******** ****: 
      We are in receipt of the complaint you filed with the Better Business Bureau, Complaint ID number ********. The matter has been referred to me for a written response. 
      We have researched your concerns. Our records show that on 19 October 2022, you filed two dispute claims in the amounts of $4,500.00 and $500.00 against the merchant *** ***********. On 20 and 24 October, as well as 8 November 2022, we requested additional supporting documents and information to further support your claim. We did not receive the requested documentation; as such, the claim was closed on 8 November 2022. On 15 December 2022, we received a request from you to cancel both of the claims. At this time, the claims will remain closed unless the required documentation is provided; at that time, we will review your case to determine if we can move forward with the dispute process. 
      If you have any questions, you may contact our Credit Card Disputes section toll-free at 1-888- 842-NFCU (6328) between 8:00 a.m. and 5:30 p.m., Eastern time, weekdays. 
      Sincerely, 
      Brian Cr**** 
      Senior Vice President, 
      Credit Cards & Education Lending 

    • Initial Complaint

      Date:12/09/2022

      Type:Product Issues
      Status:
      Answered
      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'm constantly getting returned check fees and in addition to that customer service will only reverse X amount of fees

      Business Response

      Date: 01/09/2023

      Navy Federal has researched our member's concern. A letter was sent directly to our member via eMessage on 9 January 2023, in response to this matter.

    • Initial Complaint

      Date:12/08/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      The incompleteness of this account is what makes this invalid and erroneous for I am not aware of what account is this or if this is mine due to not enough information. Provide me all the documents for this account, hand signed agreement, payment history, and the proof that this account is valid.

      Business Response

      Date: 01/06/2023

      Navy Federal has researched our member's concern. A letter was sent to our member today, 6 January 2023, in response to this matter. Thank you. 

    • Initial Complaint

      Date:12/06/2022

      Type:Product Issues
      Status:
      Answered
      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.
      NFCU refuses to refund me a duplicate mortgage payment of 1861.62 I GAVETHEM THE REQUIRED DOCUMENTS, attached, AND THEY STILL REFUSE. THOSE DOCS SHOW ON 2 DEC MY OVERDRAFT CLEARLY PAYING THE 1861.00 THAT THEY STILL OWE ME. MORE EXCUSES EACH TIME I TRY TO HAVE THEM RESOLVE IT. THEY ARE FAILING AS BANKERS IN THE INABILITY TO READ A CHECKING ACCOUNT STATEMENT

      Business Response

      Date: 01/04/2023

      Navy Federal has researched our member's concern.A letter was sent directly to our member today, 4 January 2023. Thank you.

    • Initial Complaint

      Date:12/03/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 still emailing me about my account and I no longer have a account with them and I thought they fully closed but it looks like its half way closed I want my information to be destroy and deleted and the emails to stop They l Closed my account years ago for dumb reason And hold my funds for months Please stop emailing me and delete my account

      Business Response

      Date: 01/25/2023

      Navy Federal has researched our member's concern. A letter was
      sent directly to our member on 01-25-2023.

      Customer Answer

      Date: 01/31/2023

      [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:12/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was issued a check from the United States Treasury Dept. and never received it. I had recently moved out of state and it was not forwarded to my new address. I was then notified in late October that my check was cashed. A copy of the deposited check showed that it was mobile deposited to ‘some ones’ account with Navy Federal Credit Union(NFCU). Someone signed ‘MY’ name and mobile deposited a check almost $9,000 into their account! My signature and writing is nowhere close to what is in the check either. When I contacted NFCU, the supervisor told me they see that my account was not the one it deposited into but it was “not illegal” for someone to be able to deposit a signed check to someone else’s account. She said that I can file a complaint but there was nothing else they could do. My own bank of almost 22 yrs allowed this to happen. That money was going to go towards my CC and because of their negligence to allow a check of that amount be deposited, and probably used already, to a person the check was ‘NOT’ made out to is costing me hundreds of $$ in interest on my CC. How can this happen? My name is very unique and there’s no way it could have been mistaken. NFCU has done ‘Nothing’ to resolve this. Their negligence, not mine, not the Treasury Dept. I suppose the next step would be taking this to an attorney since my own bank let this happen. And anywhere else I can file a complaint against this institution. This is NOT the way to take care of its members of over 2 decades.

      Business Response

      Date: 03/23/2023

      23 March 2023 

      Dear *****! 

      Your complaint filed with the Better Business Bureau on 15 December 2022 has been referred to me for a response. Please excuse the delay in this response. 
      Our records show that on 12 September 2022, a check in the amount of $8,928.00 was deposited into a Navy Federal account. We spoke with you on 13 March 2023 at which point you advised you had filed a claim directly with the US Treasury Department. The US Treasury should contact you directly upon resolution of your claim. 
      Should you have any questions, you can call us anytime toll-free at 1-888-842-NFCU (6328). 
      Sincerely, 
      Senior Vice President. Security 

    • Initial Complaint

      Date:12/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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'm filling a complaint against Mary’ the ceo ! I purchase a ********************* bag on ******** marketplace and I paid for the bag the person told me that I will get a tracking number well I never got it I paid her all together $150 for the bag ! They claim they cannot get in touch with her ! They refuse to give me my money

      Business Response

      Date: 01/09/2023

      Navy Federal has researched our member's concern. A letter was sent directly to our member on 01-09-2023.

    • Initial Complaint

      Date:12/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 setup auto pay using Navy Federal's app, and it failed multiple times resulting in late charges.I was charged the below at said times and paid it:June $427.13July $427.13Aug(failed)Sept $854.26 (failure paid)Oct $427.13Nov (failed)Dec (upcoming) $960.61They said if I add my PNC account it's supposed to take the payment from that bank. It fails because it's trying to take the money from the Navy Fed checking account instead of my PNC bank account. I've spoken to 3 technicians(chat/phone) already. Now, I would like the fees credited to my PNC account because they were all wrong. Also, my balances were sufficient in PNC each transaction so I'm still not sure why it chose the Navy Fed account. It's not my fault that I was under the impression, adding my Bank account and choosing to use this for future payments would fail. It even failed this previous month.This option is presented at payment. Unfortunately I can't confirm all the wordage since they've restricted it on my account. I've included a screenshot for that.So, I would like them to fix my credit report if there are any late payments reported, and refund my PNC account the fees that were charged please.If there is a different way to setup autopayments I would also like for them to show me the correct way and confirm/explain why it will definitely work this time.

      Business Response

      Date: 03/03/2023

      2 March 2023 

      Dear *** *****: 

      We are in receipt of the complaint submitted to the Better Business Bureau, Complaint ID number ********. The matter has been referred to me for a reply. 
      We have researched your concerns. Our records show that on 15 May 2022, you established your Navy Federal used vehicle loan account via Navy Federal's Online Banking system and at that time, you requested recurring payments be made from your Navy Federal savings account ending in 6726. Our records show that you contacted us on 29 June and requested information on establishing payments from your external financial institution. 
      Our records indicate that you have successfully completed several one-time payments to your used vehicle loan account from your external financial institutions. Recurring payments may be established using Navy Federal's Bill Pay service or with your external financial institution. We have reviewed the telephone communications with our representatives and confirmed that you were given accurate information regarding your account. 
      According to our records, late fees were assessed on 30 August and 30 November 2022 due to the account becoming ten days past due. These fees were properly assessed and will not be refunded. 
      We have reviewed your tradelines with the four nationwide credit reporting agencies and confirmed that there are no late payment markers reflecting for your used vehicle loan account. 
      Should you have any questions, you may contact us toll-free at 1-888-842-NFCU (6328) anytime. 

      Sincerely, 
      Dave L****** 
      Senior Vice President, 
      Consumer and Business Lending

    • Initial Complaint

      Date:11/29/2022

      Type:Billing Issues
      Status:
      Answered
      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 had multiple issues with Navy Federal Credit Union failing to make funds available within a reasonable period of time. Section 867 of the California  Financial Code requires that depository institutions such as Navy Federal Credit Union make funds deposited available by the second day after the deposit is made. I have called Navy Federal Credit Union MANY TIMES to advise them that they are taking a long time to make the funds available and I have specifically asked whether they have any "reasonable cause to believe" that there is any issue with the regular makers of the checks that I have deposited, and they have provided no reason to extend the disallowance of the availability to any more than 2 days. Navy Federal Credit Union RARELY takes two days, and often takes 6. I have had many, many checks bounce because of this. I would like for Navy Federal Credit Union to comply with state law.

      Business Response

      Date: 02/22/2023

      22 February 2023 

      Dear *** ** ** *****: 

      We are in receipt of the complaint submitted to the Better Business Bureau, Complaint ID ********. The matter has been referred to me for a reply. 
      We have researched your concerns. Please note that Navy Federal made a business decision to change its funds availability policy. As of 30 October 2022, members no longer receive immediate availability of the first $225.00 of checks deposited. Instead, the first $225.00 of the total amount of checks deposited per business day in a branch office, at a Navy Federal ATM, by mail, or remotely through deposit services will be available on the first business day after the day we are considered to have received your deposit. Members were notified of this change in writing on their September account statements. 
      Our records show that on 3 December 2022, you made a deposit in the amount of $3,450.00 via ATM to your Navy Federal checking account ending in ****. The deposit was placed on an extended hold in accordance with the Navy Federal Credit Union Funds Availability Schedule, which may be viewed at navyfederal.org. An Extended Hold Notice was sent to your address of record advising you of the hold. On 8 December, the deposit was returned unpaid and debited from your checking account. On 7 December, an Automated Clearing House (ACH) debit in the amount of $1,206.64 was presented for payment to your checking account and returned for insufficient funds. On 8 December, your checking account was assessed a returned item fee in the amount of $29.00. The fee was properly assessed in accordance with the Navy Federal Credit Union Schedule of Fees and Charges, which may be viewed at navyfederal.org. 
      Should you have any questions, you may contact us at 1-888-842-NFCU (6328) anytime. 

      Sincerely, 
      Jaspreet C*****

      Senior Vice President, Savings Products 

    Navy Federal Credit Union is NOT a BBB Accredited Business.

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