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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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    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:11/25/2022

      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 received a notice that I have a collection from NAVY FEDERAL on my credit report. It says it was opened on 11/13/2012 for $20,551 with account number starting in ********** that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the CFPB and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC report.

      Business Response

      Date: 01/09/2023

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

    • Initial Complaint

      Date:11/21/2022

      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 open my account 2018 and i didnt start using my bank card until 2022. Navy federal and **** *** someone set up a **** *** to my account under my name and i didnt give permission for anyone to use my banking account. I cant believe they allowed some one to go into my account n take from me. Please help me to get my thousands back ?? ?? ?? ??

      Business Response

      Date: 12/22/2022

      Navy Federal has researched our member's concern. A letter was sent to our member today, 22 December 2022, in response to this matter. Thank you. 

    • Initial Complaint

      Date:11/21/2022

      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 am a 100% disabled veteran with tax exempt status in the state of *****. I received my tax Exemption notification on August 25, 2022 and informed my Mortgage Lender, Navy Federal Credit Union of the matter. They advised by mail a couple of weeks later that I needed an updated tax bill to update my escrow. Despite a letter from my tax assessor stating that I am no longer obligated to pay taxes. Since then, I've continued to pay unnecessary property tax toward escrow and Navy Federal refuses to disburse the funds in a timely manner. On Dec 14 I emailed my new tax bill to Navy Federals Escrow department. I was initially told via telephone that my analysis and adjustment would be done in a timely manner, 2-3 business days. However, now it appears as though just the review will take 10-14 business days. It is extremely unethical that they are holding my money hostage without cause. I request they expedite my request that has been in the queue for over 2 months now.

      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:11/15/2022

      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'm writing in regards of an issue I'm haven't with Navy Federal Credit Union, access number ********. Over the course of the year, I've ran into some financial struggles which I started to pay my bills a late and nit by the due date as the previous years has proven. In September, the credit transferred my direct deposit that was meant for my ******** Credit ending ****** and applied a double payment to one of my car notes ending ******. I had just made a payment 2 weeks before to the car payment and they transferred my deposit to the same car note I just paid 2 weeks ago and not on the only account that I had yet made a September payment one which created a 30 late payment on my credit report. I understand the rules of making transfers if your past due on an account, but I just paid that account and when they pulled the money to my car note, I did not have any remaining funds to make another $400 in the next 7 days. I feel like that was negligence on their behalf because their actions created more hardship on my paying my bill on time. Since they're going to pull money from accounts, they failed to review the accounts or transfer funds to the account that has the highest past due dates. That practice is not different then the banks holding payments, then processing the payments out of order while creating extra hardship because they weren't valuing the customers. My payment history has been 100% for years and the mishandling of my accounts by the bank is falling back on me and I have to pay for it with a mark/damage to my credit report. I wrote them with the printout and a breakdown of the issue, but they're sending me general feedback and not reviewing the accounts or having a Supervisor reach out to me as requested. The double payment made to the car note was not warranted since a payment was made 2 weeks prior and not moving money to the more critical account since the bank transfer funds to bring accounts current for non-payment.

      Business Response

      Date: 12/22/2022

      Navy Federal has researched our member's concern. A letter was sent directly to our member on 12-22-2022.

    • Initial Complaint

      Date:11/14/2022

      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.
      Navy lets people steal your identity and does not care about your safety they put you on hold for over three hours you cant get to first base with them they will not help you fix the problem they just say put it in writing we dont care

      Business Response

      Date: 01/05/2023

      5 January 2023 

      Dear *** ******: 

      In reply refer to: 

      Your concern which was submitted via the Better Business Bureau on 25 November 2022 has been referred to me for a reply. 

      We have reviewed your concern and have honored your claim of identity theft. We have closed the accounts opened in your name and made any appropriate adjustments to your credit report. 

      Should you have any questions, please contact Robert S*******, Vice President, Security Operations Center, at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, weekdays. 

      Sincerely, 

      Chip K********* 
      Senior Vice President, Security 

    • Initial Complaint

      Date:11/14/2022

      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.
      NAVY FEDERAL CREDIT UNION PO BOX **** MERRIFIELD, VA ***** ************************* ******** ******************* ORLANDO, FL ******** (NAVY FEDERAL CREDIT UNION- ******XXXXXXX )To Whom This May Concern: Thank you for taking the time to read this letter. I’m writing because I noticed that my most recent credit report contains a late payments reported on 11/20 for my (NAVY FEDERAL CREDIT UNION- ******XXXXX) account. I want you to know that I understand my financial obligations, and if it weren’t for COVID - 19 caused I’d have an excellent repayment record. Things have been really tough with the Pandemic. I made a mistake in falling behind, but since then, I’ve had a spotless record of on-time payments after the late payments you reported. I’m planning to apply for a mortgage and it’s come to my attention that the missed payments on my record could hurt my ability to qualify. I truly believe that it doesn’t reflect my creditworthiness and commitment to repaying my debts. It would help me immensely As an act of goodwill on my end, I enrolled in AutoPay to ensure I never miss a payment again. Thank you for your consideration, and I hope you’ll approve my request. *** ********* ******** Thank you for taking the time to read this letter. I’m writing because I noticed that my most recent credit report contains a late payments reported on 9/20 and 12/20 for my (NAVY FEDERAL CREDIT UNION- ******XXXXX) account. I want you to know that I understand my financial obligations, and if it weren’t for COVID - 19 caused I’d have an excellent repayment record. Things have been really tough with the Pandemic. I made a mistake in falling behind, but since then, I’ve had a spotless record of on-time payments after the late payments you reported. if you could give me a second chance and make a goodwill adjustment to remove the late payments on 9/20 and 12/20

      Business Response

      Date: 12/21/2022

      Navy Federal has researched our member's concern. A letter was sent directly to our member on 12-21-2022.

    • Initial Complaint

      Date:11/05/2022

      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 am a 74-year-old, disabled ******* veteran and I rely on my credit in the event of emergencies. After sustaining roof damage during Hurricane ****, I submitted an online application with Navy Federal Credit Union (****) for a Home Equity Line of Credit (*****). My intention was to repair the roof using the funds from the ***** while I await my insurance settlement. I received an email requesting a telephone interview from *********************, Equity Processing Specialist | *********** Lending, ********************************************************* | ***** Telephone: ************ | Fax: ************ On Friday, 10/28/2022, during our very first telephone conversation, **************** outlined that there would be approx. $2000 in closing costs and that the roof would probably have to be replaced BEFORE they could approve the loan. I immediately responded by instructing her to withdraw my application. She replied "okay". She agreed to withdraw my application. She then called me back a few minutes later and stated that "by law, they must record my loan as declined". That is absolutely untrue. My loan was not declined, nor had they even offered me the loan or completed the interview. It was in fact withdrawn. She then stated that it would not be reported to credit agencies, but would be marked as declined only in the **** internal records. This too is unacceptable. In my opinion, its the equivalent of accepting a jail sentence for a crime you didnt commit. I have a long-standing and blemish-free relationship with Navy Federal. Over my years as a member, I have referred dozens of borrowers to ****. I will not allow my record with **** to be tarnished because I withdrew a loan application. I'm not trying to be unreasonable but, I take my credit extremely seriously and they are threatening to disrupt my years of hard work by fraudulently recording my application as declined. They DIDN'T decline my loan, I WITHDREW my application.

      Business Response

      Date: 02/15/2023

      14 February 2023

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

      In reply refer to: 

      Your complaint filed with the Better Business Bureau on 11 November 2022 has been referred to me for a reply. Thank you for taking the time to bring your concerns to our attention and for providing us with an opportunity to respond. 

      We have researched your concerns. Our records show that on 22 October 2022, you submitted an application for a Home Equity Line of Credit (HELOC). On 28 October, you requested your application be withdrawn; therefore, the request was referred to underwriting. Between 31 October and 8 November, a Real Estate Lending Resolution Specialist was in contact with you by telephone. On 16 November, we sent a letter to your address of record advising that the loan was correctly dispositioned. Please note that Navy Federal does not report denied loan applications to the credit reporting agencies. 

      Should you have any further questions, please feel free to contact Shelley Y****, Real Estate Lending Resolution Specialist, Mortgage Loan Operations, by calling ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Central time, weekdays. 

      Sincerely, 
      Stephani ** D**** 
      Vice President, 
      Mortgage Underwriting 

    • Initial Complaint

      Date:11/02/2022

      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.
      On November 1 2022 I received my military retirement deposit. But unknown to me and my wife Navy Federal took it upon themselves to take over 900 dollars to use it for a debt we owed but have been paying on. At no time did we get a call or told this was happening. We used this money for especially to pay rent and at least two bills. When my wife went to get the money out for the rent she found out the money had been removed by navy Federal. Upon calling them she talked to four people the last being the manager or so she was told. My wife was told that we had not made any payments since last December 2021 which is a lie because having checked our credit I found out there have been multiple payments made. My wife notified the manager of this who refused to do anything and told my wife we would not get the money back and that she would do it again. This is absolutely ridiculous. We need to get the money back.

      Business Response

      Date: 12/21/2022

      21 December 2022

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

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

      We have reviewed your concerns. Our records show that you established the following Navy Federal  accounts: your Navy Federal credit card account ending in **** on 20 November 2007, your credit  card account ending in **** on 3 October 2008, and your Checking Line of Credit (CLOC) account  ending in **** on 3 December 2018. All three accounts have outstanding balances due and no  payment arrangements are on file.  

      Payments were not received on these delinquent accounts. As a result, on 1 November 2022, funds in  the following amounts were properly transferred from your Navy Federal checking account ending in  **** to reduce the outstanding balances owed: $300.00 to the credit card account ending in ****,  $300.00 to the credit card account ending in ****, and $176.70 to the CLOC account ending in ****.  The funds were properly transferred in accordance with the Navy Federal Credit Card Agreement and Disclosure, to which you agreed, and the Checking Line of Credit (CLOC) Agreement and  Disclosure and promissory note, which you executed.  

      A review of your wife’s call with our Contact Center representative found that our representative  acted professionally and appropriately.  
      Should you have any questions regarding this matter or desire to establish payment arrangements,  you may contact our Recoveries Department at 1-800-336-3767, extension *****, between the hours  of 8:00 a.m. and 6:30 p.m., Eastern time, Monday through Friday.  

      Sincerely,  

      Melissa *. N*******  
      Assistant Vice President,  

      Personal Finance Management/Recoveries

    • Initial Complaint

      Date:11/01/2022

      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.

      NAVY FEDERAL CR UNION PO BOX **** MERRIFIELD, VA ***** NAVY FEDERAL CR UNION CREDIT LIMIT $200 NAVY FEDERAL CR UNION CREDIT LIMIT $ $7,000

      To Whom It May Concern, I am writing to make you aware that I have been a victim of identity theft and am not responsible for the following accounts I’m listed as a Authorize User on both of these accounts Listed above I NEVER AUTHORIZED ANYTHING PLEASE PUT IN A REQUEST TO ********, ******* AND ********** TO REMOVE THESE 2 AUTHORIZED ACCOUNTS OFF MY CREDIT REPORT Section 605B states that if A account is the result of identity theft, then it must be removed from my credit report. I HAVE INCLUDED MY FTC REPORT AND POLICE REPORT

      Business Response

      Date: 01/19/2023

      17 January 2023 

      Dear *** *******: 

      In reply refer to: 

      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. Navy Federal has investigated your claim of identity theft and found it to be supported. The fraudulent Navy Federal credit card accounts ending in and 3 have been closed and removed from your credit file. 

      If you have any questions, you may contact Robert S*******, Vice President, Fraud Operations, at ###-###-####, between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, weekdays. 

      Sincerely, 
      Chip K********* 
      Senior Vice President, Security 

    • Initial Complaint

      Date:10/28/2022

      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 tried to close this account numerous times, I had no debt when I originally attempted to close the account and since then they have continued to bill me for late fees they say I owe. I closed my account and had no debt, now they are asking for over 14k.

      Customer Answer

      Date: 12/06/2022

      From: ***************************** <************************>
      Date: Tue, Dec 6, 2022 at 11:39 AM
      Subject: I'd number ********
      To: ************@mybbb.org <*******@mybbb.org>

      account #**********

      Business Response

      Date: 01/24/2023

      24 January 2023

      Dear *** ******

      In reply refer to: 

      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 20 October 2005, you established a Navy Federal Checking Line of Credit (CLOC) in the amount of $15,000.00. The account was paid to a zero balance on 27 August 2015. The line of credit was subsequently utilized. As you requested, the CLOC was frozen on 29 March 2022. This account has an outstanding balance, and you remain responsible for its repayment. 

      We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal CLOC account. We will not request the removal of valid data from your credit file. 

      Should you have any questions, you may contact us at 1-888-842-NFCU (***** anytime. 

      Sincerely, 
      Chip K********* 
      Senior Vice President, Security 

    Navy Federal Credit Union is NOT a BBB Accredited Business.

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