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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

    • 2,309 total complaints in the last 3 years.
    • 962 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:12/20/2023

      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 10/26/2023, I tried to withdraw $100 from an ATM at ***** ****** in Washington, DC. The transaction did not go through, no money was dispensed, and the ATM ejected my debit card. The transaction posted on my checking account as if it went through so I disputed it with my bank, Navy Federal Credit Union. They claimed to have investigated it and determined that I benefited from the transaction so left me responsible for $100 plus about a $3.25 ATM fee. The transaction did not go through because the ATM did not dispense any money. I even used another ATM in the same building right afterward and took out the exact same amount. Why would I have done this if it worked at the first ATM? NFCU was unwilling to use common sense and held me responsible for an error with either them or the ATM itself.

      Business Response

      Date: 02/26/2024

      23 February 2024

      Dear *** *****:

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

      Our records show that on 27 October 2023, you submitted an ATM dispute claim for a cash withdrawal in the amount of $100.00 at a non-Navy Federal ATM, advising that the machine did not dispense funds. The claim was inadvertently submitted for a successful transaction that occurred on the same day, and our chargeback request was denied by the ATM owner, resulting in our denial of your dispute claim on 29 November 2023. The claim has since been honored, and we have permanently credited your checking account ending in **** for the claim. We regret any inconvenience you were caused in this matter.

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

      Sincerely,
      Navy Federal Credit Union

    • Initial Complaint

      Date:12/14/2023

      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.
      Lending Practices Credit Score Retaliation

      Business Response

      Date: 02/14/2024

      13 February 2024 

      Dear *** *************: 

      The following references the complaint we received on 15 December 2023 from the Better Business Bureau, Complaint ID # ********. 

      Our records show that on 24 January 2000, you established your Navy Federal membership. Currently, we show that you have no credit products with Navy Federal. Additionally, we have no record of you submitting any credit applications within the past two years. 

      We have reviewed your tradelines with the four nationwide credit reporting agencies and confirmed that no Navy Federal tradelines appear on your credit file. 
      Should you have any questions, you may contact us anytime toll-free at 1-888-842-NFCU (6328). 

      Sincerely

      Navy Federal Credit Union 

    • Initial Complaint

      Date:12/13/2023

      Type:Product 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.
      I have been with Navy Federal over 1 year at this point. I filed chapter 13 bankruptcy in September of 2022 which is 5 year plan. Therefore, I am making payments through a trustee office for 5 years then I will discharge once the bankruptcy is over. I contacted Navy Federal numerous times in the last 365 days pertaining to both my checking accounts and my one savings account showing on the portal regarding a slu of issues or just general questions. However, last week I got some fraud charges that came through on my account ending in **** debit (****). Navy Federal sent me a new card and deactivated the ****. I called on 12/12/23 for them to activate my new card which a rep did with no problem. Today at about 2:15pm I got a text notification on my more fraud charges are trying to charge the same deactivated card ending in ****. I call in a get a girl and I explain to her I am still getting notifications from a card you all deactivated. she kept placing me on hold for about an hour. She then comes back and tell me she deactivating my cards period. I said umm no why would you be doing that. She said the lady where i am sending you can explain. That lady was bankruptcy and had no clue why i was sent to her. She sent me back to customer service. The csr rep kept putting me on hold. She told me she spoke with a supervisor who said the cards were being shut down because I am in bankruptcy. I said you can't do that. I been in bankruptcy for over a year. I have called in pertaining to all my accounts in the last year and spoken with supervisors who have not done this. The sup put me on hold for 30 minutes never came back to the phone and then sent me through to a survey line. Very rude. I need my debit cards back activated. I also need someone to conact me back asap. I have money in these accounts and I was recently laid off from my firm. I do not have time for these issues. I called there for something and the clerk did something else. My original questions was not answer

      Business Response

      Date: 02/26/2024

      From: ******** ******* <****************@navyfederal.org>
      Date: Thu, Feb 22, 2024 at 4:19 PM
      Subject: ## BBB Complaint ID #******** (*********)
      To: David ****** <*******@mybbb.org>

      Hello, *** ******. 

      We have researched our member’s concern and on 20 December spoke with *** ********* to discuss her complaint. Our member appreciated the call and that her concerns were resolved. Should *** ********* have any questions, she can call us anytime toll-free at 1-888-842-NFCU (6328). 

      *****
      ******** * *******

      Resolution Correspondence Specialist III

      Navy Federal Credit Union

      Text

      Description automatically generated with low confidence

      Customer Answer

      Date: 03/01/2024

      [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:12/12/2023

      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 went to navy federal credit union on 12/7/2023 or 12/8/2023 at *******************, Allen, TX ***** to receive a medallion stamp signature guaranteed on my document. The branch manager refused to provide service due to not feeling comfortable. The services provided by Navy federal is not based on feelings it is based on providing the service. I had proper ID a valid account and documents to be stamped and was refused. This is a violation of the fuduciary breach of contract.

      Business Response

      Date: 01/31/2024

      30 January 2024 

      Dear *** ****: 

      The following references the complaint we received on 13 December 2023 from the Better Business Bureau, Complaint ID ********. 

      Our records show that on 8 December 2023, you visited the Navy Federal Allen Branch and requested a Medallion STAMP. The documents for which you requested a Medallion STAMP did not involve the transfer of securities. Therefore, we were unable to honor your request. We offered to provide you notary services, which you declined. 

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

      Sincerely, 
      Navy Federal Credit Union 

    • Initial Complaint

      Date:12/09/2023

      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 breached my trust and violated my consumer rights leading to catastrophic financial impacts stemming from their breach of my May 2023 deferment agreement with ************* **** They failed to respond to arbitration and advised they submitted for immediate correction internally and on cras

      Business Response

      Date: 02/16/2024

      15 February 2024 

      Dear *** *****:

      The following references the complaint we received on 14 December 2023 from the Better Business Bureau, Complaint ID ********. 

      Our records show that on 15 July 2021, you established a Navy Federal credit card account ending in ****. The minimum payment due on 20 April 2023 was not satisfied until 16 June 2023, more than 30 days past the due date. As of 13 February 2024, the account has an outstanding balance of $6,136.75, for which you remain responsible. 

      Our records also show that on 18 May 2023, you requested a two-month payment extension for your credit card account ending in 4368. We determined that you were not eligible for payment assistance at that time due to having received assistance on 16 November 2022 and 16 December 2022. If you are currently experiencing financial hardship, you may again benefit from the free services offered by our Personal Finance Management (PFM) Branch. You may contact a PFM representative at ###-###-#### on weekdays. 

      Our records also show the following transfers were made from your Navy Federal checking accounts to your credit card account ending in ****: $129.00 on 3 February 2023 from the account ending in ****; $131.00 on 11 March 2023 from the account ending in ****; $30.65 on 15 April 2023 from the account ending in ****; $8.43 on 15 July 2023 from the account ending in ****; and $146.80 on 18 July 2023 from the account ending in 2018. The transfers were properly made in accordance with the Navy Federal Credit Card Agreement and Disclosure, to which you agreed, and which can be viewed at navyfederal.org. 

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

      If you have any questions, you may contact our Collections Department at ###-###-####, between 8:00a.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. 

      Sincerely, 
      Navy Federal Credit Union 

    • Initial Complaint

      Date:12/08/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Dec 4, my childcare institution attempted to debit 11 transactions from my NFCU account in which they did not have permission to do so. NFCU charged me 11 returned check fees due to there not being any money in the account. I contacted them on 12/04/23 about the transaction and why they not only allowed 1 institution attempt to withdraw 11 checks from my account but penalized me when they didn't have permission to even withdraw money from this account and it was technically theft. At the time they agreed to remove 5 of the 11 returned check fees and that I would have to provide them with documentation from the institution acknowledging that they made these transactions and I did so. The institution said that it was an error in their system and offered compensation, however no money was ever received for them to need to provide compensation. NFCU took off 4 more returned check fee charges but refused the last one without any reason-just because. I expressed my concern with their negligence and inability to protect my account from fraud and theft and then punishing me the consumer as a result of their negligence. I would like the additional fee removed.

    • Initial Complaint

      Date:11/30/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 writing to bring to your attention an inaccurately reported account on my credit report. The account, held with NAVY FCU has been misreported, reporting incorrect dates. Despite my efforts to resolve the issue with the creditor and credit reporting agencies, the misinformation persists. This error has adversely affected my credit score and financial standing. I kindly request your assistance in investigating and correcting this matter promptly. Thank you for your attention to this concern.

      Customer Answer

      Date: 12/01/2023

      This not a duplicate complaint please be advise i request for this not to be close out and i would like to speak with a supervisor 

      Customer Answer

      Date: 12/31/2023

      I would like for the accounts to be deleted off my credit report

    • Initial Complaint

      Date:11/19/2023

      Type:Product 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.
      This homes equity loan was paid off years ago but it's still showing up late or overdue on credit reports.

      Business Response

      Date: 01/25/2024

      25 January 2024 

      Dear *** ****: 

      The following references the complaint we received on 19 November 2023 from the Better Business Bureau, Complaint ID # ********. 

      Our records show that on 2 June 2008, you established a Navy Federal Home Equity Line of Credit (HELOC) account ending in 9863. The account was closed and paid in full on 24 December 2019 with a final payment of $10.00. 

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

      Should you have additional questions or if we may be of further assistance, you may contact us at any time by calling 1-888-842-NFCU (6328). 

      Sincerely, 
      Navy Federal Credit Union 


      Customer Answer

      Date: 01/30/2024

      [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:11/16/2023

      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 received an offer from Navy Federal Credit Union with many good tempting perks. On September, I tried to do a balance transfer and it was unsuccessful. I contacted customer service and they transferred my case to another office. On September 11, 2023, I got an email that the promotion was honored and was added to my account. I did three balance transfer and one of them was returned due to an error and had to resubmit it using two transactions. Every and each time I did a balance transfer, I was assured that THERE WILL BE NO BALANCE TRANSFER FEES OR BALANCE TRANSFER INTEREST. On November 9, I was charged $45.88 and I was told it was interest because my promotion expired on end of October and did not cover the last two balance transfer request. I am a %100 sure that every and each time I do balance transfer I kept checking that I am still getting the promotion I deserve. Second issue that every time I do a balance transfer and even two times before the last transfer- with exception to the last call- I was several times misinformed by the customer service who said that if I have a balance transfer offer of $0 for 12 months and I accrued interest on purchases and I PAY OFF MY WHOLE ENTIRE PURCHASE, would I still pay INTEREST ON BALANCE TRANSFER. The customer service repeatedly told me that if I have %0.00 and balance transfer and APR on purchases and you paid the whole purchase balance, YOU WILL NOT BE CHARGED INEREST BECAUSE YOU HAVE %0.00 ON BALANCE TRANSFER and any money you paid, it goes to the highest interest and you will be ok. I want to honor what I was promised and I can pay my whole purchase balance by due date if not, I will close my account because I can't stay with a bank that does not honor what his customer service promised or misinformed.

      Business Response

      Date: 01/31/2024

      30 January 2024

      Dear *** ** ****:

      The following references the complaint we received on 17 November 2023 from the Better Business Bureau, Complaint ID # ********.

      Our records show that on 5 August 2023, you submitted an application and were subsequently approved for a Navy Federal **** Signature Flagship Rewards credit card account, during which time there was a promotion offering a 0.00% Annual Percentage Rate (APR) for 12 months on balance transfers entered within the first 60 days of account opening. On 26 October 2023, you processed two balance transfers; however, they did not post at the promotional rate due to being submitted after 60 days after account opening. As a courtesy, we have applied the promotional rate and waived the balance transfer interest of $45.88, which was assessed on
      9 November 2023. The promotional rate expires on 9 August 2024.

      Should you have additional questions or if we may be of further assistance, you may contact us at any time by calling 1-888-842-NFCU (6328).

      Sincerely,
      Navy Federal Credit Union

    • Initial Complaint

      Date:11/16/2023

      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.
      Due to my military service, I am entitled to SCRA protections. As such I applied for an SCRA interest rate of 6% to be applied to my credit card that currently has a rate of 11.24%. Additionally I requested the coverage be reinstated retroactively to April of 2020. I originally applied for the coverage on 03OCT2023 and told it would be processed in 10 business' days. I wasted 15 to contact them for a status update only to be told to wait and additional 5 business' days. I did, and when I contacted them again, was told there is no expected timeline. As of today I am 44 days into the process. When I try to ascertain a status update now, all of my inquiry's are met with canned automated responses telling me there is no expected resolution time. Screenshots of the conversations with Navy Federal Are Attached.

      Business Response

      Date: 01/23/2024

      22 January 2024

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

      The following references the complaint we received on 16 November 2023 from the Better Business Bureau, Complaint ID # ********.

      We have researched your concerns. Our records show that on 3 October 2023, you requested protection under the Servicemembers Civil Relief Act (SCRA). Your request was approved, and on 1 December 2023, the interest rate for your Navy Federal credit card ending in **** was reduced to 4.00%. Additionally, we credited your savings account ending in **** in the amount of $1,987.05 for interest assessed during your active-duty service period that exceeded the 4.00% interest rate. The reduced interest rate will remain in effect until your active-duty service period ends.

      Should you have additional questions or if we may be of further assistance, you may contact us at any time by calling 1-888-842-NFCU (6328).

      Sincerely.
      Navy Federal Credit Union

    Navy Federal Credit Union is NOT a BBB Accredited Business.

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