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

  21 Willis Rd Beaufort, SC 29902-6183

• 

  Navy Federal Credit Union

  PO Box 6030 Saint Marys, GA 31558-6030

• 

  Navy Federal Credit Union

  302 Western Blvd Jacksonville, NC 28546-6337

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:09/22/2022

  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 contacted Navy Federal a few times regarding my hardship when I was furloughed due to Coronavirus. Due to everything I had going I made a late payment which since then I've corrected I asked for a hood will adjustment to my credit but was denied. I can understand if it's been a trend if mine to pay this card 30 days late but it hasn't.

  Business Response

  Date: 10/27/2022

  Navy Federal has researched our member's concern.A letter was sent directly to our member today, 27 October 2022. Thank you.

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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.

  On September 10, 2022, Navy Federal Credit Union withdrawn a payment of 1,126.42 from my savings account without my consent to apply towards an outstanding balance of $11,800.00 dollars for a credit card debt of $12,926.42 that was never validated that continues to report on my credit reports with **********, *******, and ******** by Navy Federal Credit Union. Navy Federal Credit Union hired a third-party debt collector *** **** *****. **** ***** ******, Cherry Hill, NJ ***** ###-###-#### to collect on the debt. *** **** ***** could not validate the debt of $12,926.42 so, they ceased communication with me and trying to report on the debt with all the credit bureaus on September 3, 2021. Navy Federal Credit Union has violated my rights under the Fair Debt Collection Practices Act by reporting and collecting on a debt that they have not validated. They have fraudulently stolen money from my savings account and have restarted the statue of limitations over on a debt $12,926.42 that has restarted the aging process of the debt over which is illegal.

  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. 

  Customer Answer

  Date: 10/21/2022

  [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:09/14/2022

  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.

  I'm depressed and suicidal after dealing with the unauthorized use of my personal information. Which resulted in this unauthorized item on my credit report. I sent letters over 30 days ago and they failed to get back with me with sufficient validation. This account violates the FDCPA and must be deleted immediately because those are serious violations and I could be compensated for them.

  Business Response

  Date: 11/08/2022

  2 November 2022 
  Dear *** ********: 
  The complaint submitted to the Better Business Bureau, Complaint ID number ********, has been received and referred to me for a reply. 
  We have researched your concern. Our records show that you established a Navy Federal credit card account ending in **** on 15 April 2013 and a used vehicle loan account ending in **** on 27 April 2018. These are valid debts, and you remain responsible for their repayment. 
  Navy Federal may report information about our member's accounts to the credit reporting agencies, as noted in the Navy Federal Important Disclosures, which may be viewed at navyfederal.org. We have no record of having received any disputes regarding your Navy Federal accounts. In addition, we have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal accounts. We will not request the removal of valid data from your credit file. 
  Should you have any questions or if you would like to make payment arrangements for your credit card accounts, you may contact our Recoveries Department at 1-800-336-3767, extension 45439, between 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:09/03/2022

  Type:Sales and Advertising 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 have been a loyal customer for navy federal since 2004, It is time for me to go with another bank. The overdrafts and putting me in the negative is completely unacceptable. I am trying to cancel my account with the bank for the last week or so. For that to happen i had a positive balance of 13 dollars and was waiting for everything to go threw according with the rep. at the same time the week before around August 19 and the week of august 26th i had everything transferred to my new bank. Whatever was pending in my navy account i had no control over until it posted. I clearly stated that i wanted to keep my account positive and not go negative but instead now i am charged with overdraft fees, which this is navy federal way for me to keep my account open, navy federal wants me to to pay the overdraft they caused that's their policy. I did no see any over drafts pending or anything , i had no idea. Since all am trying to do is close the account completely. I am not going to put or have any more money put in the account so it can continue to stay open until that clears, If navy federal wants to please costumers do away with overdraft fees and anything else like it. Company is clearly wrong for taken what's not theirs in the first place. I am asking the company to wave the fees and close the account. If you can do that , i will not give navy federal any kind of bad review, its time for change by going with another bank.

  Business Response

  Date: 09/29/2022

  We have researched *** ****'s concern and on 15 September 2022 spoke with *** **** to discuss his complaint. In accordance with his request, his accounts have been closed and a check for the remaining balance has been sent to his address of record. Should *** **** have any additional questions, he may contact Serena M*******, Savings and Checking Operations Specialist, at 1-850-751-5920, between the hours of 7:00 a.m. and 3:30 p.m., Central time, weekdays.
  Consumer

  Customer Answer

  Date: 09/29/2022

  [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:09/02/2022

  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 applied and was approved for membership with Navy Federal Credit Union around June 3rd, 2022. On August 10, 2022 my bank account was locked for reasons unknown, I contacted the bank August 10th to try to resolve the issue, I learned that I was mailed a membership kit that contained a document I was supposed to sign and send back, I never received anything of that nature, during the conversation I asked if my account be unlocked and if the kit be resent so I can sign and send it in, I was denied my request. Per the screenshots provided I was sent an email to send in documents and sent them numerous times. My account was withheld from me for 21 days. Extremely unaceptable behavior. The security team claimed they never received documents but below you can see as soon as they requested documents I sent them back the same day.

  Business Response

  Date: 10/12/2022

  12 October 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. Our records show that on 4 June 2022, you established your Navy Federal membership. Your account was temporarily restricted while we verified your identity. On 1 September 2022, we received the requested documentation and subsequently removed the restriction. 
  

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

  Sincerely, 
  Chip K.
  Senior Vice President,

  Customer Answer

  Date: 10/12/2022

  [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:08/31/2022

  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.

  THIS INSTITUTION IS BEYOND **** PATHETIC I frozen my **** debit card due to not being able to find it. Ordered a new one WITHOUT REPORTING THE LOST ONE MISSING. Found the old one and went to UNFREEZE IT yet it wont **** unfreeze. THIS CARD WAS NEVER CANCELLED AND SHOULD HAVE BEEN DEACTIVATED 15 DAYS AFTER THE NEW ONE WAS ISSUED. I SENT A DIRECT MESSAGE REGARDING THIS AND THE STUPID **** EMPLOYEE IGNORED THE ISSUE *ALTOGETHER* AND LET ME KNOW ONLY THAT A NEW CARD IS ON THE WAY. THEY ADVERTISE !!!!EASY!!!! ACTIVATION AND DEACTIVATION WHICH IS A LIE AND THEY CONTINUE TO **** WITH MY ASSETS AND ACCOUNTS DONT CONTACT ME OUTSIDE OF **** EMAIL ****

  Business Response

  Date: 01/20/2023

  From: <[email protected]>
  Date: Fri, Jan 20, 2023 at 11:39 AM
  Subject: ##BBB Complaint ********, ********
  To: <*******@mybbb.org>
  Cc: <[email protected]>
  
  Good morning *** ******,
  
  Navy Federal has researched our member's concern. The member's concern was resolved without a written response. Our member had requested a replacement debit card, which deactivated her existing debit card. Our member has been consistently using the replacement debit card successfully. Can you please update the BBB file for Complaint ID ******** with this additional information?
  
  Thank you,
  
  Navy Federal Credit Union

  Customer Answer

  Date: 01/26/2023

  [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:
  
  
  Regards,
  
  
  
  ******* ********
  

• Initial Complaint

  Date:08/26/2022

  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.

  I bank with Navy Federal Credit Union. I have been a member for seven plus years. But recently there was a discrepancy with a transaction utilizing *****. I attempted to make a payment to someone utilizing *****. However, the payment never went through. So in order to make the payment to the individual I had to utilize **** ***. Meanwhile, the money for the pending ***** transaction is still pending and the funds where taken for my account. I called Navy Federal and went inside of a local branch and no one wanted to assist me. The Navy Federal Representative told me to call Zelle to cancel the pending transaction. I calked ***** and ***** advised they cannot cancel the pending transaction only my bank can do that because they have access to my account. I am very disappointed with Navy Federal . I will also be reaching out to the Federal Trade Commissioner to resolve the issue of receiving my funds back for this pending transaction made through ***** from my Navy Federal Bank Account.

  Business Response

  Date: 10/12/2022

  Navy Federal has researched our member's concern. A letter was sent to our member today, 12 October 2022, in response to this matter. Thank you. 

• Initial Complaint

  Date:08/15/2022

  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.

  On august the 10th at 9 pm I deposited a check for 1155.67 into the atm at **** ******* ***** Capitol heights md and all that was deposited was 155.00 meaning the atm cheated me 1000 dollars. I submitted a dispute the next day and was given a provisional credit because of the inconvenience of this. This atm has a glitch in it and I was told the next day by a teller and supervisor that the atm does this a lot. I was then sent a message on august 12th saying there was no error with the atm and that my provisional credit would be taken away on august 12th. This is something that needs to be investigated further. I will not have money owed to me taken away. There should have been an out of service sign on the atm. I am very stressed about this. This is the first time I’ve ever deposited a check into this account using an atm. Below is my stub for the check deposited and also a receipt of my deposit and the wrong deposit. There is a picture of the check at the bottom of the receipt.

  Business Response

  Date: 09/12/2022

  Navy Federal has researched our member's concern. A letter has been sent to our member regarding this matter. Thank you.

• Initial Complaint

  Date:08/10/2022

  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.

  No matter how much proof you provide this bank, no resolution will be found in your favor. About 2 months ago on June 10th, my car was booted in an apartment complex of a family member. I had to pay a fee of approximately $180. I first tried to use my credit card for the fee. The guy taking the fee said it declined. I then gave my debit card. That went through. A few days later the credit card transaction posted. So I was double charged $180 once on my credit card and my debit card. I then tried contacting the towing company but no answer. Left voicemail, email even a BBB complaint to get a refund. They said to contact the bank so I did just that. Opened up a claim to get the charge on my credit card reversed. A month later I recieved an email saying the claim was not found in my favor. I uploaded all the proof I could. The bank said no error occurred. I then opened a claim for the debit card charge because at this point I could at least have to claims about the two transactions showing that they doubled charged me. Surprise. A month later, this month. I recieved an email saying the debit card claim was not found in my favor. The email states no other payment method was used for the transaction...what??? The investigator could have went back to around June 10th on both my debit card and credit card statements and saw the similar charges of $180 from the SAME COMPANY. I am at a stopping point right now and if Navy Federal is like this with their investigations and claims, I'm going to go find another bank. This is my money that is being lost. I have uploaded all the screenshots that I have given in the claims. If more documents are needed, I will provide.

  Business Response

  Date: 09/02/2022

  We have researched our member’s concern and on 22 August 2022, spoke with *** ******** to discuss his complaint. Our member was satisfied with the discussion. Should *** ***** have any additional questions, he may contact Scott H*****, Supervisor, Debit Card Dispute, at 850-418-3931, between the hours of 7:00 a.m. and 3:30 p.m., Central time, Monday through Friday. 

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair 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.

  On August 3, 2022 I received a text message from Navy Federal Credit Union indicating my account was past due. I received a **** credit card from them a month prior. I called yesterday to advise them I had not received a statement. I spoke to Maneek at Navy Federal yesterday. She checked her records and stated I chose electronic notifications. I advised her that I did not chose electronic notifications and did not receive an electronic statement either. She left the phone twice to confer with her manager and returned and stated they were unable to mail a statement and her manager advised her to refer me to Accounts Department. I held on for 15 minutes. No one answered in Accounts Dept. I want to pay my account balance but I need a list of merchants placing charges on my account. I called again today but was unable to speak with a representative. I am simply requesting a BILL.