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

  137 E Lincoln Trail Blvd Radcliff, KY 40160-1253

• 

  Navy Federal Credit Union

  909 SE 1st Ave Miami, FL 33131-3030

• 

  Navy Federal Credit Union

  8084 N Davis Hwy Ste F1 Pensacola, FL 32514-7567

• 

  Navy Federal Credit Union

  263 Robert C Daniel Jr Pkwy Augusta, GA 30909-0801

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:10/24/2022

  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 was defrauded on 9/7/2022. I had gone to Navy Federal location in San Diego, CA with my dad and the only thing they gave me was a fraud department phone number, which is only open from 0800-1700 EST. I have tried calling that number 3x and I have not gotten to any person at all. I am living in California and have to go to school because I am still in high school. I need someone from Navy Federal Credit Union Fraud department to please contact me.

  Business Response

  Date: 02/09/2023

  9 February 2023 
  
  Dear **** *****

  Your complaint filed with the Better Business Bureau on 31 October 2022 has been referred to me for a reply. Thank you for taking the time to bring your concerns to our attention and for allowing us an opportunity to respond. 

  We have researched your concerns. Our records show that on 7 September 2022, you deposited. a check in the amount of $15,420.04 during your visit to the Rancho Bernardo Branch. On 12 September 2022, restrictions were placed on your accounts due to activity that is outside of Navy Federal's acceptable level of risk.

  Our Security department has attempted to contact you regarding this matter, but we were only successful in leaving a voicemail. You may visit any Navy Federal branch or contact us by telephone by calling 1-888-842-NFCU (6328) for assistance completing the appropriate procedures to ensure the continued safety of your account. 

  Should you have any further questions, please feel free to contact Robert S*******, Vice President, Fraud Operations, by calling ###-###-#### 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:10/24/2022

  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 am reaching out because I have been a loyal customer to Navy Federal yet in my time of need, no one seems to want to help me sufficiently. I have over 10 fees that are eating away at my money. I called to get it resolved and the rep was not empathetic at all to my situtation. I have been with Navy Federal for over 7 years and I do not feel valued as a customer at all as of now. I have my business, personal, and other products with you all.

  Business Response

  Date: 12/05/2022

  5 December 2022 
  

  Dear *** *****: 
  
  Your recent concern which was submitted via the Better Business Bureau 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 the opportunity to respond. 

  We have researched your concerns. Our records indicate that non-sufficient funds (NSF) fees were properly assessed to Navy Federal checking account ending in **** in accordance with Navy Federal's Schedule of Fees and Charges, which may be viewed at navyfederal.org. As a member courtesy, we refunded a total of $232.00 to your Navy Federal checking account ending in **** on 4 November. 
  

  Our records also indicate that NSF fees were properly assessed to your Navy Federal business checking account ending in **** in accordance with Navy Federal's Schedule of Fees and Charges; however, as a member courtesy, we refunded a total of $290.00 to your business checking account on 9 November. 
  

  It is our understanding that on 4 November 2022, a Navy Federal representative contacted you by telephone to further discuss your concerns. 
  

  Should you have any questions, you may contact Vivian B******, Savings and Checking Operations Specialist, by calling 1-571-391-1942 between the hours of 7:30 a.m. and 4:00 p.m., Central time, weekdays. 
  

  Sincerely, 
  Jaspreet C. 
  Senior Vice President. 
  Savings Products 

• Initial Complaint

  Date:10/22/2022

  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.

  I made a deposit on 9/27 using my Navy Federal debit card into a ****** ATM. The money never showed up in my Navy Federal account so I went into ****** to try to figure out what was going on and they suggested I make a claim. I made a claim and Navy Federal closed the claim because they said they found no error. The person I spoke to on the phone suggested that I have it re-looked at so I requested that. Again days later Navy Federal said they found no error. I contacted ****** and the vice president of the local branch got back to me and said yes they audited their ATM and their ATM was over the amount of money that I deposited. They told me navy federal NEVER reached out to their ATM department. it is up to Navy Federal to reach out to their ATM department to get this resolved. I went into a Navy Federal branch and spoke with a supervisor who said the claim was put in wrong so she did the claim for me right there. Now days later I get an email correspondence from Navy Federal saying that again the claim was closed and they found no error. We are almost a month since my deposit and I still do not have my funds to pay my vendors for my wedding. I cannot get anyone to help me resolve this issue.

• Initial Complaint

  Date:10/20/2022

  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.

  I was paid with a check by a roommate that I’m renting a room to in my apartment. The check bounced and they decided to close my account which is fine I don’t care because I didn’t do anything wrong and they received the funds back from the bounced check. I changed my account information with SSI so no more checks will go into that account. My SSI went into that account September 3rd and October 3rd. They are holding my money and that is all the income I have coming in so I have been unable to eat pay billing without borrowing money from other people. I have sent several email like they asked with my id my major credit card the three signature and a code word. This has been going on since September before my October check went in there. Every time they have another excuse for me not to get my money. I have to wait on hold for hours before I can even speak with someone. Usually banks close the account and mail your money to the address on file but they won’t do it even after I’ve did everything they asked. First they say the picture not coming in then they say everything has to be in pdf then they say everything need to be on one page and I need to say I’m trying to lift restrictions. They are giving me the run around and it’s not branch here that I can go into. I’m starting to feel like I’m being racially profiled and racially discriminated against because they know want me to send a picture holding my id by my face. The ways they said the money would be sent I would have to go in person with my id to cash the check or get the western union so they shouldn’t be taking me through all this. Then they said they can’t verify my voice that they speak with ***** ********* which is me. How am I suppose to sound to them. I really need some help because I’m getting behind on everything dealing with them. I have sent emails everyday and have called everyday to get my money out this account. Got email saying code word established just for me to call for them to say do it again

  Business Response

  Date: 01/27/2023

  From: <[email protected]>
  Date: Thu, Jan 26, 2023 at 4:08 PM
  Subject: ##BBB Complaint ********, *********
  To: <*******@mybbb.org>
  Cc: <[email protected]>
  
  Good afternoon *** ******,
  
  Navy Federal has researched our member's concern. A response was sent to our member through the **** in December 2022. Can you please update the BBB file for Complaint  ID ******** with this additional information?
  
  Thank you,
  
  Navy Federal Credit Union
  

  
  

• Initial Complaint

  Date:10/12/2022

  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.

  Towards the end of June, I was a victim of fraud. I called NFCU the next morning after, telling them what happened. I secured my account with the help of one of their phone operators. After a few days I realized the fraud claim was never submitted, because I didn't speak with the actual Fraud department. I called them again, this time speaking to the fraud department, and filed the claim. I got my money back (provisional credit for the time being until investigation is finished) and everything seemed to be going smooth. Then, in mid September they took all of the money back with no heads up/warning, saying there was a discrepancy with the dates. They said I told them my phone was stolen the day before the 2nd phone call, not the 1st. This is silly to me because the 1st phone call was the morning after the fraud transactions, and I explained everything. This mistake isn't the main problem at this point. The problem is that since then, nobody will speak to me about this. The people who handle these fraud investigations are "back office" and do not speak directly with customers. Instead you have to go on their website and E-message them. I have been consistently messaging them since, with the only reply being weeks later, telling me there IS NO TIME FRAME. Calling NFCU is of absolutely no help, even after explaining to them that I am in a difficult financial situation. So now here I am still waiting for them to reply. It feels like I am talking to a brick wall.

  Business Response

  Date: 01/27/2023

  October 20, 2022 
  

  Dear Member: 
  

  This letter concerns your request for a second review of your fraud claim. 
  

  After carefully reviewing the information you provided, we have concluded that no error occurred. Therefore, the original decision to deny the claim stands. You are responsible for the full amount of the claim, $2,681.81. 
  

  If you have any questions regarding this matter, please let us know. You may call us toll-free anytime at 1-888-842-6328 
  

  Sincerely, 
  Card Fraud Prevention 
  Navy Federal Credit Union 

• Initial Complaint

  Date:10/11/2022

  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.

  They took money from our checking without our permission and wouldnt return it. According to Truth in Lending act, what they did is Illegal.

  Business Response

  Date: 11/16/2022

  16 November 2022 
  
  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 you established your Navy Federal credit card account ending in **** on 20 August 2017. On 21 July 2022, the credit card account was closed due to non-payment. On 11 October 2022, funds in the amount of $350.00 were properly transferred from your Navy Federal checking account ending in **** to reduce the outstanding balance owed on your credit card account. The transfer was made in accordance with the Navy Federal Credit Card Agreement and Disclosure, to which you agreed. 
  Should you have any questions or if you would like to make payment arrangements for your account, you may contact our Collections Department at 1-800-336-3767, between 8:00 a.m. and 9:00 p.m., Eastern time, Monday through Friday, or between 9:00 a.m. and 5:30 p.m., Eastern time, on Saturdays and Sundays. 
  Sincerely, 
  Philip B**** Vice President, Collections 
  
  

• Initial Complaint

  Date:10/09/2022

  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.

  2 Sep 22 Identity Theft, a person initiated a loan in my name against my home for $250K, money was drawn from my account, personal information was changed, An unknown account number was established with transfers. None of which we initiated. I contacted NFCU to let them know this was fraudulent, identity theft. The loan was to be stopped, funds returned and information sent to me about it. I have heard NOTHING back from Navy Federal Credit Union. I have filed a police report, FTC report, hired an monitoring agency, requested and scrubbed all entries on my credit reports, Changed password. Unsubscribed and PERMANENTLY opt-Out. Placed freezes & fraud alerts on all credit bureaus. I want the information about the person/computer that did this to me, an explanation why I was not notified about email change or account added. Return of funds taken from me. Erroneous account closed. An explanation how this loan application was reviewed and sent on to the underwriter. An apology from the loan officer/processor. There are so many things wrong with the application that a simple query could have identified this as a fraud.

  Business Response

  Date: 11/08/2022

  Navy Federal has researched our member's concern.  A letter was sent directly to our member via eMessage on 8 November 2022, in response to this matter.  

• Initial Complaint

  Date:09/29/2022

  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.

  They continue to lie saying the issue was addressed and I never got a response from anyone. I also did not get a call back about the phone call where I was lied to. They were supposed to review the call and get back to me. Subject: Unable to make a transfer from external account Navy Federal Response 09/06/2022 :Thank you for using Navy Federal's eMessaging Service. Our records indicate that the contents of this message have since been addressed with a representative. Please feel free to contact our mortgage resolutions department at ************** if you should have any additional questions. Thank you. Your Message 08/29/2022 : I am requesting a call from the *** OR *** because I was lied to about being able to make online payments from an external account to my mortgage account while in a repayment plan. 1. Why would you restrict any form of access to make a payment??2. Why was told I could make online payments after I sent in my initial check payment??3. Why do I have to call to make a payment every month?? 4. Why am I being told to use a bill pay feature from my other bank, knowing that there is no guarantee that it will be posted to my account by the 1st and there is no grace ******* 5. Why cant your number be given out? 6. Why does the loss and mitigation department not know who the *** is or a person in a similar role.

  Business Response

  Date: 12/12/2022

  12 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 on 17 April 2017, you established your Navy Federal mortgage loan account ending in ****. On 1 July 2022, you entered into a  12 month repayment plan with a monthly payment amount of $1,545.60 which ends on  1 June 2023. While on the 12 month repayment plan your regular monthly mortgage payment  of $648.53 remains and reflects as such should you go online to make a payment. The online  system will not show that you are on a repayment plan and is why we request that you call  our Mortgage and Equity Resolution Department at 1-800-258-5948 to make your monthly  payments of $1,545.60.  

  We regret any miscommunication relayed to you regarding your capability to make payments  from an external bank. On 29 August and 5 October, we attempted to contact you at your  telephone numbers on record to discuss your concerns and left voice messages. To provide  some clarification, when on a repayment plan there are three methods for payment: via mail  with a certified money order or cashier’s check, or by telephoning the aforementioned  number to schedule a payment from an external bank account or to transfer funds from your Navy Federal account to the mortgage account.  
  

  We would like to take this opportunity to thank you for your Navy Federal membership.  Should you have any questions regarding this matter, you may contact us at 1-800-258-5948,  between the hours of 8:00 a.m. and 9:00 p.m., Eastern time, weekdays.  
  

  Sincerely,  
  

  Janelle A*****  
  Vice President, Collections
  

• Initial Complaint

  Date:09/28/2022

  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.

  My name is ********************* this is in regards to Navy Federal Credit Card Fraud. I have supplied a copy of lease. Identity theft report, police report, utility bill statement from the utility company showing how long I’ve had services on from 2018 thru current. I was advised that my fraud claim was denied due to spending patterns I got the credit card ending in **** I think May August 2021 fraud charges started I was given provisional credit and faxed all this information in previous but was told faxed get lost in translation. I have uploaded via and e-message all my supporting documents to prove I’m a victim of identity theft proving my address as well to show I did not benefit at all from any of these fraud charges I am wanting this addressed immediately as my credit has decreased 100 points this is not acceptable I’ve still been paying my payments on time incurring interest they have not even addressed the fraud claim separate from the appeal I’ve made a complaint with cfpb I’ve contacted an attorney as I’m trying to purchase a home and this is holding me up as when this is resolved there will be a credit to my account I’m willing to prosecute working with authorities but my bank I call daily request a supervisor se d e-messages I’m just ignored told another 2-3 business days you should receive credit I’m fed up Navy federal has been awesome to me no issues all the reps are polite but not knowledgeable as I’m told something different each time I call please please please I want a resolution my life my credit is being affected by this fraud I’m still suffering trying to clean up the affects of being a victim of identity theft I need someone to review my information and credit my account rightfully so thanks 

  Business Response

  Date: 12/14/2022

  14 December 2022

  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. We have investigated your claim of identity theft and found it to be unsupported. You established your credit card account ending in * on 16 May 2021. 
  Our records show that on 10 June 2022, you filed a claim of unauthorized credit card activity on your Navy Federal credit card ending in *, in the amount of $16,594.05. We issued a provisional credit, completed an investigation, and determined the claim was unsupported. On 29 August, we mailed a letter to your address of record advising that the claim was denied and when the provisional credit would be reversed. 
  Our records also show that on 19 September 2022, you submitted additional claims of unauthorized credit card activity in the amounts of $5,351.43 and $12.721.78. Subsequently, on 21 September, you contacted us and added an additional claim in the amount of $1,898.58. Provisional credit was provided to you for some of the claims. We investigated each claim and determined they were unsupported. On 13 October and 17 October, we mailed letters to your address of record advising of the outcome of each claim and when the provisional credits would be reversed. 
  Based on the facts of our investigations, the claims remain denied. 
  We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your credit card account. We will not request the removal of valid data from your credit file. 
  Should you have any questions, you may contact Danielle S*****, Assistant Manager, Card Fraud Prevention, at 1-888-842-NFCU (6328), between the hours of 8:00 am. and 4:30 p.m., Central time, weekdays. 
  

  Sincerely, 
  

  Chip K.

  Senior Vice President, 
  Security 
  

• Initial Complaint

  Date:09/23/2022

  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 ordered something from ******* and they charged me twice for it. The money they took out should have already been used for the order but instead they took more money out then necessary, when in fact the money that was taken out could have been used instead of putting me in overdraft. I cant even afford to do laundry now. It took out money that day and that should have been it. Instead it took a week to so called post on my account. They did not give me money back and charged me twice for the same order.

  Business Response

  Date: 10/19/2022

  Navy Federal has researched our member's concern. A letter was sent to our member today, 19 October 2022, in response to this matter. Thank you.