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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.
    • 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:11/14/2023

      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.
      I have fallen victim to identity theft and have observed unauthorized transactions and unusual activities associated with my identity. I've already lodged a police report, but I am seeking further help to address this problem. My objectives are to recuperate my financial losses, restore my reputation, and seek assistance in getting this account removed from my credit report. I am in need of guidance and support in handling this issue.

      Business Response

      Date: 02/05/2024

      5 February 2024 

      Dear *** ******: 

      The following references the complaint we receited on 15 November 2023 from the Better Business Bureau, Complaint ID ********. 

      Navy Federal completed an investigation of your claim of identity theft and found it to be unsupported. Our records show that on 27 June 2020, 1 October 2020, and 4 January 2021, you established your Navy Federal credit card accounts ending in ****, ****, and ****, respectively. These are valid debts, with outstanding balances, and you remain responsible for their repayment. 

      Our records also show that you applied for credit limit increases on your credit card accounts: 23 June 2021 for your account ending in ****; 23 June 2021 for your account ending in ****; and 8 March 2022 for your account ending in ****. On 17 September 2022, you submitted an application for a credit card account. Each application was declined pursuant to Navy Federal's underwriting guidelines, which apply equally to all members. In addition, on 18 June 2021, you submitted an application for a consumer loan; however, the application was subsequently canceled. Credit inquiries were properly made in connection with the applications. 
      We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal credit card accounts. We will not request the removal of valid data from your credit file. 

      Should you have any questions, you may contact our Collections Department at 1-************ between the hours of 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. 

      Sincerely, 
      Navy Federal Credit Union 

    • Initial Complaint

      Date:11/07/2023

      Type:Billing 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.
      On 9-26-23 I initiated a ***** payment for 131 through my business account with us bank into my navy federal personal account This transaction was returned. The company Im in business with pulls their balance weekly. The closest navy federal branch is over 60 miles of me and 5 days to deposit in sister branch so I just ***** whatever is needed for the payment from my business account. this transaction was flagged by ***** as fraudulent or suspicious however labeled with no other details. navy federal closed my account due to their policy with ***** so I appealed the restriction and sent proof of my articles of organization as well as us bank statement where the ***** transaction originated from to show this was my business account Navy Federal denied my appeal based on a policy with ***** thats an automatic restriction when they flag an account regardless of how being able to prove there was no fraud nor should be suspicion. After filing a complaint with the BBB I was finally able to get a response from ***** (I have included in attached). My problem is that navy federal closed my account and dismissed the provided proof of no wrongdoing, I've been punished while my account has always been in good standing. But to close my account behind this has caused me and my business hardships. My curl company couldn't pull payment out after navy federal closed account and then my fuel card company closed my account with them and now my business is stagnant. All I want is to try to move past this situation and would like my navy federal account reopened or be allowed to open a new one. I was and am looking forward to putting this behind us continue building a great business relationship with them. Ive included all previous documentation given to navy federal during account restriction appeal, to me from ***** for BBB complaint and anything else I could think to add

    • Initial Complaint

      Date:11/05/2023

      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 don't know what type of homophobia ***** in digital department or his supervisor have but they refused to assist me because they didn’t like my voice! This is absolutely unacceptable in this day and age! I literally had to give my information to a friend of mine that has a deeper tone to get the help I need! My account is now at risk because these two idiots refused to assist me saying to write in for help and then hung up! I am really reconsidering this bank! I don’t care want they like or dislike but to refuse me service when I provided the information is ridiculous!

      Business Response

      Date: 01/24/2024

      24 January 2024

      Dear *** *****:

      The following references the complaint we received on 23 October 2023 from the Better Business Bureau, Complaint ID number ********.

      Navy Federal has been unable to verify your identity. Please either: (1) visit a Navy Federal branch location with your government-issued photo identification or (2) submit all the following: 

      (a) a copy of your valid government-issued photo identification, (b) your legal signature written three times, and (c) a codeword for us to add to the account.
      Navy Federal does not tolerate discrimination, harassment, or inappropriate conduct by or against employees, members, vendors, contractors, or any other individuals who conduct business with us.

      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:11/04/2023

      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.
      We've had this mortgage since 2019, refinanced shortly after and have never had a problem until March 2023. We requested the Budget Easy Pay option on our account and we were told in March 2023, it would start in May 2023 because we paid ahead for April 2023. We received a letter in the mail that the Budget Easy Pay was activated. May 2023 came and the payment wasn't automatically deducted so I called your Mortgage department, and was told there was a technical error and it would be deducted in June 2023. So we made the monthly payment manually. June and July 2023 came and the payments didn't automatically deduct. We called every single month and each person we spoke to gave us a different answer - "technical error, the Budget Easy Pay wasn't activated, you have to wait until August", etc. Then August 2023 came; I called and the lady I spoke to contacted the IT department who said our account was fixed and that it should kick in September 1st. So we made the payment manually again and waited for September. September came and we were charged a late fee instead. I called and NF said I have to make a full payment for October, November and December 2023 in order for the Budget East Pay to kick in for January....what? The lady also said, "sometimes this option works and sometimes it doesn't. It depends on the account." How does that even make sense? We received another letter in October saying the Budget Easy Pay option was activated. A lie, because today is November 4th and we manually made the payment. It's disgusting to know that Navy Federal's Mortgage department cannot figure out the issue, and have the audacity to act like this is normal for their system and continue to tell us it'll work the following month. We are now ending the 2023 year and it's been a nightmare and we couldn't be more disappointed with not only your mortgage system but the customer service and that one Supervisor we spoke to in September who said they haven't received a payment since July.

      Business Response

      Date: 12/05/2023

      We have researched our members concern and on13 November 2023 spoke with ****************** to discuss their complaint. Our member appreciated the call and her concern was resolved. Should ****************** have any additional questions, they may contact us at any time by calling 1-888-842-NFCU (6328).

    • Initial Complaint

      Date:11/03/2023

      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 recently applied for a loan with cash easy company and I gave my navy federal account number to the company. They logged into my navy federal account number and had sent money and made fraud claims and letters to get refunds to make the account have *********************** up worth to 10 thousand dollars. Navy federal has deleted these letters that were in my account so I cant show them only the ones I uploaded. I submitted fraud with navy federal and they are saying Im liable for all these charges. Because they were sent to my cash app. I did not send them to my cash app account to numerous people. I dont know the people who deposited into my account. I keep trying to handle the situation with navy federal and they keep saying its my fault. I asked cash app as well and submitted fraud on the transactions they also say its my fault. I uploaded my statement and the letter that was left in the navy federal account but thats all thats left. When casheasy hacked into my account they looked at my transactions and submitted fraud on them to get a positive balance and transferred it to my cash app and then transferred it to other random people. Navy federal keeps taking my child support payments into one account and into the other two accounts.

      Business Response

      Date: 02/09/2024

      9 February 2024

      Dear *** ******: 

      We are in receipt of the complaint submitted to the Better Business Bureau, Complaint ID number ********. 

      Our records show that on 11 October 2023, your Navy Federal checking accounts ending in **** and **** received four member-to-member transfers totaling $6,585.86. On 12 October 2023, you submitted a claim of unauthorized account activity in the amount of $6,585.86 for the member-to- member transfers. We completed an investigation and found the claim to be unsupported. On 22 November 2023, we sent a letter to your address of record advising of the denial. You remain responsible for the activity on your accounts. 

      Our records also show that on 3 November 2023, funds in the amount of $329.60 were transferred from your Navy Federal checking account ending in **** to your Navy Federal checking account ending in **** to reduce the overdrawn balance. The funds were properly transferred in accordance with Navy Federal's Important Disclosures, which may be viewed at navyfederal.org. 

      If 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:11/03/2023

      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 would like to bring to your attention a matter of significant concern regarding the recent mailings from NAVY FEDERAL CREDIT UNION that have been received by myself and numerous other recipients. These mailings, which resemble bills or invoices, are, in fact, solicitations for the order of goods or services, as clarified by 39 U.S. Code § 3001. According to 39 U.S. Code § 3001, matter that is in the form of, and reasonably could be interpreted or construed as, a bill, invoice, or statement of account due, but actually constitutes a solicitation for the order of goods or services, is considered nonmailable. The law requires that such solicitations must bear a clear notice indicating that the mailing is a solicitation and not a bill, invoice, or statement of account due. This notice should be in conspicuous and legible type, in contrast with the other printing on the face of the mailing. It has come to my attention that the recent mailings from NFCU did not adhere to these legal requirements as outlined in the U.S. Code. The mailings lack the necessary notice stipulated by law to clearly identify them as solicitations and not genuine bills or invoices. This raises serious concerns regarding compliance with consumer protection laws and transparency in business practices. As a recipient, I strongly advocate for adherence to the laws and regulations that ensure the protection of consumers and maintain the integrity of the postal system. I kindly request that NFCU rectify this situation by ensuring that all future mailings clearly and prominently display the required notice in accordance with 39 U.S. Code § 3001. [All Rights Are reserved without prejudice UCC 1-308 without recourse ]

      Business Response

      Date: 12/21/2023

      20 December 2023 

      Dear *** *****: 

      Your recent concerns which were submitted via the Better Business Bureau, Complaint ID number ********, have been referred to me for a reply. 

      We have researched your concerns. Our records show that on 5 December 2017, you established your Navy Federal Home Equity Line of Credit (HELOC) account ending in ****. This is a valid debt, with an outstanding balance, and you remain responsible for the repayment of the account. 

      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:10/26/2023

      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 have been a customer of Navy Federal Credit Union since 2015? in 2022 I purchased a 2nd home and needed to pay contractors to do repairs, so I took out a consolidated loan with Navy Federal during the end of the year I hadn't worked and called and asked the bank to extend my loan the bank gave me 3 months to repay and stated they would report the loan as current, again in August 2023 another problem came up and I couldn't make payment I called in August I informed bank that I was having problems paying the bank says they will put the payment to the next month and if it occurs again to call back September and the bank would report the amount due as current. Navy federal did the opposite and reported me to the credit bureau which caused my credit to drop from 680 to now 570. I called Navy Federal and spoke with a supervisor of credit assistance to ask why was I reported since I have stayed in constant contact and assured you that I will make up the payment and why did you report me to the credit bureau this time and this was not the procedure before, the supervisor stated 'this is one of my seasoned reps and it was done properly" I explained to her this was not done before I have been in contact with the bank during this ordeal, nothing like this has happened before why now. Navy Federal doesn't care how they are reporting me.

      Business Response

      Date: 01/11/2024

      10 January 2024 

      Dear *** *****: 

      We are in receipt of the complaint submitted to the Better Business Bureau, Complaint ID number ********. 

      Our records show that on 16 August 2022, you established a Navy Federal consolidation loan account ending in ****. On 14 August 2023, we granted a payment extension, making the payment originally due on 18 August 2023 due on 18 September 2023. However, no payment was received until 10 November 2023. 

      We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal consolidation loan account. 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 1-************, 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. 

      Sincerely, 
      Navy Federal Credit Union 

      Customer Answer

      Date: 01/11/2024

      [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: the tactics used in receiving payments and the lack of Navy Federal Credit union to work with me for payments on the loan

      ************@*******.com 

      Regards,



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

    • Initial Complaint

      Date:10/24/2023

      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.
      I deposited a check through a 2nd party branch for it to go to Navy Federal credit Union. The check was flagged as fraudulent. Navy federal proceeded to clear the check even though they marked it as fraud. They now have my funds on hold saying there is really nothing they can do at this time. I cannot be reissued another check because theyve cleared the check.

      Business Response

      Date: 12/26/2023

      From: RCPP Complaints <[email protected]>
      Date: Tue, Dec 26, 2023 at 1:18 PM
      Subject: ##BBB Complaint  ******** (******)
      To: *******@mybbb.org <*******@mybbb.org>

      *** ******,

      Navy Federal has researched our members’ concerns. *** ****** was advised in writing by eMessage on 25 October 2023 that the funds were made available.

      Thank you,

         ***** ******
      Resolution Correspondence Specialist III
      Navy Federal Credit Union

    • Initial Complaint

      Date:10/23/2023

      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.
      10-23-2023 I received funds via ***** which was connected to Navy fed Checking acct ********** which i hadn't used in three years.. $200.00. i was told that they took those funds from a deposit Account and transferred them to a closed/charge-off consumer credit card.Payment Details $200 Processing DKConfirmation #: ********** From:*********************** To: Navy Federal Credit Union, EveryDay Checking, ********** Sent: Wednesday, Oct 18, 2023 Available: Monday Reason: Happy Birthday ?U Sis Payment ID: ************ Funds Availability are based on Navy Federal's processing time.

      Business Response

      Date: 01/02/2024

      29 December 2023 

      Dear *** *******: 

      Your recent concerns which were submitted via the Better Business Bureau, Complaint ID number ********, have been referred to me for a reply. 
      We have researched your concerns. Our records show that on 5 February 2014, you established a Navy Federal credit card account ending in ****. On 27 August 2020, the account was deemed a loss due to non-payment. On 23 October 2023, funds in the amount of $200.00 were transferred properly from your checking account ending in **** to reduce the outstanding balance owed on the credit card account ending in ****, in accordance with the Navy Federal Credit Card Agreement and Disclosure, to which you agreed. 
      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:10/21/2023

      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.
      There is abundant evidence of the use of abusive, deceptive, and unfair debt collection practices by many debt collectors. Abusive debt collection practices contribute to the number of personal bankruptcies, to marital instability, to the loss of jobs, and to invasions of individual privacy.for account number ****, accounts **** ,account ****

      Customer Answer

      Date: 12/02/2023

      The firm didn't contact me at all I didn't receive any update from nobody 

      Business Response

      Date: 01/18/2024

      18 January 2024 

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

      We are in receipt of the complaint submitted to the Better Business Bureau, Complaint ID number ********. 

      Our records show that on 26 March 2017, you established a Navy Federal credit card account ending in 5272 and on 6 July 2020, the account was paid in full. Additionally, on 29 June 2021 and 2 August 2021, you established your Navy Federal credit cards accounts ending in **** and ****, respectively. On 27 March and 26 April 2023, the accounts were deemed a loss due to non-payment. These are valid debts, with outstanding balances, and you remain responsible for their repayment. 

      As noted in the Navy Federal Credit Union Important Disclosures, which may be viewed at navyfederal.org, Navy Federal may report information about accounts to the credit reporting agencies. We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal credit card accounts. We will not request the removal of valid data from your credit file. 

      Should you have questions, you may contact our Recoveries Department at 1-************, extension *****, between 8:00 a.m. and 6:30 p.m., Eastern time, Monday through Friday. 

      Sincerely, 
      Navy Federal Credit Union 

      Customer Answer

      Date: 01/18/2024

      Re: follow up recently,I mailed a letter requesting verification of inaccurate accounts reporting on my credit report that your bureau maintain on 12/24/2023 I received a response stating that the account's were verified on 01/18/2024 I'm formally requesting a description of the procedure your company used in providing all information to the original creditors in processing my dispute under FCRA 611(a)(7).To be clear,per FCRA 611 (a) (2)(b) your company required to forward all relevant information to the original creditors to ensure a proper investigation of my dispute.im requesting you provide me all information used for your investigation,as required by FCRA 611 (a) (7) Per FCRA you are required to provide me this information within 15days or delete the negative items from my credit report 

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