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:10/17/2023

  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 did an auto refinance in 2021 with NFCU . I received a letter in January 2023 that stated NFCU was not the lien holder on my title in which I did not have . NFCU had it. I went into the office/NFCU branch on 2/21/23 and signed the required paperwork. I still continued to get notices in the mail and figured since NFCU said it could take 60 days for my local DMV to process the change was the reason I was still getting notices . I later found out the the employee at the branch didnt process the paperwork which is not my fault . My monthly payment was initially $380 per month and my interest rate was 9% . On 1/23/23 my monthly payment was switched to $472 and my interest was switched to 18% . I would like the additional interest I was charged take off of my auto loan . It is not my fault that the employee on 2/21/23 did not process the paperwork. This is one of the many messages I sent NFCU and I still haven't got this issue resolved. Please listen to my call on 9/21/23 . I spoke with ***** and his supervisor ****** on 9/21/23 and they were not willing to resolve this matter. I went Into the branch on 2/21/2023 and dealt with a representative. ****** claims he can't give me the persons name because he may not work there anymore and nothing came up . I was notified 1/25/23 that I need to fill out some paperwork for my loan. I went into the branch on 2/21/2023 and filled the paperwork out in person. Initially the representative didn't even know was I was talking about and had to call customer care to figure it out. Comes to find out he didn't do his job right now NFCU is refusing to credit my loan for the extra interest I was charged . Not my fault that representative didn't do his job right on 2/21/23 General Messages Navy Federal Credit Union PO Box **** Mayfield Virginia******* Is this a back office address or corporate address ? I need to escalate this matter above the call center . Please give me a address or email that I can write to that is above a supervisor.

  Business Response

  Date: 11/29/2023

  28 November 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 24 March 2020, you established a Navy Federal used vehicle loan ending in ****. On 25 January 2023, the interest rate on the loan was increased due to us not receiving the title to the collateral showing Navy Federal as lienholder. Subsequently, we received the title with Navy Federal recorded as lienholder. On 28 October 2023, we adjusted the loan's interest rate back to the original collateral rate, effective 25 January 2023. Any additional interest that was paid during the higher rate period was applied to the loans' principal balance. 
  

  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:09/27/2023

  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.

  Navy Federal misused access to my private credit history by placing a hard inquiry on my report. 1. After explicetly calling in and canceling my request to get a quote from their mortgage loan department both online and over the phone. 2. Pulling my credit report prior to me paying for the application processing fee saying it was an automatic component of the system that happens regaurdless of wether you pay or not. 3. Failing to take protective actions after being promised a solution by a supervisor at the company that was agreed upon by both parties to resolve the matter. 4. Refusing to accept responsibility and turning around to place blame on the consumer when the business should be held to a higher standard and level of protection from misuse and abuse of access. 5. disregaurding and ignoring customers repeated attemps to terminate and revoke consent to proceed by using methods to circumvent customers approval of the application process. 6. Employing business practices intended to decieve the customer into submiting a credit application without following an appropriate course of events by utilising automatic proccesses throughout the applications process to proceed with actions on the consumers behalf prior to notification and explination of impact and consent on behalf of the company.

  Business Response

  Date: 10/27/2023

  27 October 2023

  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 concerns. Our records show that on 21 August 2023, you submitted an application for a Navy Federal mortgage loan account. A credit inquiry was properly made in connection with the application, and we will not request the removal of valid data from your credit file. On 23 August, pursuant to your request, the loan application was withdrawn. 
  I understand that on 27 September 2023, you spoke with our representative regarding your concerns. Should you have further questions, you may contact us at 1-888-842-NFCU (6328) anytime. 
  

  Sincerely, 
  Assistant Vice President, 
  Credit Bureau Furnishing & Disputes 

  Customer Answer

  Date: 10/27/2023

  [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:

  As it states in the business response the credit inquiry into my ******* and ********** was made despite having canceled my application therefore the business is guilty of misusing credit reporting procedures and access to customers private credit report should not be allowed after cancellation of goods and services threfore Navy Federal took this action preemptively and of their own accord and volition and therefore should be held liable for assisting the customer to repair damages caused on their behalf and submitting a mask of the inquiry which was already promised on behalf of a Navy Federal Employee in your department.  Otherwise this matter will become a permanent negative entry into Navy Federals public BBB profile reflecting their poor business practices towards customers past, present and future.  Again they went ahead and processed my credit in leiu of completion and payment of the application process therefore justifiably nullifying the alleged consent they claim to be on file concerning this matter.  Navy Federal needs to be held to a higher standard and blame does not need to be placed or fall back on the customers behalf in this case.  Not to say a precident should be set that this be the standard course of action every single time but that it is the right thing to do in this case given the arguments and facts as they where understood or percieved by myself constitutes, justifies and warrents correction under these special set of circumstances.  Not to mention I was provided simalar relief under these types of situations by another mortgage company **** ******** who was more than happy to assist me regarding this exact same request which bears additional proof and consideration to be made that Navy Federal is acting Negligently in their responsibilities as a company to protect all consumers from this type of irresponsible inconsiderate deragatury manner of conducting business.  Besides a credit inqury mask doesnt cost or harm the business in any way shape or form and is a simple reasonable request on my behalf.  If nessicary I will also be probiding this information the the credit beurau directly in the form of a dispute in pursuit of this matter to the fullest extent possible.  I hope that this final rejection of Navy Federals refusal to take action and work together with me towards a resolution reached amicably makes its way straight to the desk of the president, vice president or CEO of the company in hopes of reversing the negative connotation of this entire interaction and ordeal and prompts swift resolution of this dispute before it gets elevated any further than already required.  Simply follow through with what your employees promised me as a resolution on the phone when i called in or have that employee terminated for misguiding, decieving and providing the customer with misinformation on the companies behalf.   

  Regards,
  
  
  
  ****** *********

  *****************@*****.com

  ###-###-####

• Initial Complaint

  Date:09/21/2023

  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.

  On 8/18 I requested a cashier's check from Navy Federal for $790. They were supposed to send the check to me at my address and I would deliver it to my apartment manager to pay the rent. They did not address the envelope correctly so USPS did not deliver it and returned it to Navy Federal. USPS stopped providing tracking updates on 9/8. Navy Federal promised the money would be returned to my account once the check was received by them, but since the check was lost by USPS, they have changed their answer and said they will not return my money for more than 90 days. I have submitted an inquiry to USPS regarding the lost mail piece and have submitted 2 inquiries to Navy Federal requesting my money be returned to me.

  Business Response

  Date: 11/29/2023

  28 November 2023 
  

  Dear ********** ********: 
  

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

  Our records show that on 18 August 2023, a cashier's check in the amount of $790.00 was issued as you requested. The check was made payable to ********* Apartments and sent via certified mail to your address of record on 21 August. On 26 August, Navy Federal received a Declaration of Loss, indicating that the check had been lost and requesting a credit refund. On 21 November, we credited funds in the amount of $790.00 to your checking account ending in ****. 
  

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

  Sincerely, 
  Navy Federal Credit Union 

  Customer Answer

  Date: 11/29/2023

  [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:09/20/2023

  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.

  I RECENTENTLY OBTAINED A CONSUMER LOAN AND A SECURED CREDIT CARD IN EFFORTS TO BUILD MY CREDIT AND MY RELATIONSHIP WITH NAVY FEDERAL CREDIT UNION. THERE HAS BEEN NOTHING BUT COMPLETE CONFUSION EVERY SINCE I MADE MY SECOND PAYMENT ON MY SECURED CREDIT CARD AND MY FIRST PAYMENT ON MY CONSUMER LOAN. i CAME INTO NAVY FEDERAL ON 09/13/2023 TO MAKE THESE PAYMENTS BECAUSE BASED ON MY ORIGINAL DOCUMENTION AND INFORMATION I RECIEVED MY PAYMENT WAS DO ON THE 14TH OF EACH MONTH AND WHEN I CAN IN ON THE 13TH THE SAME INFORMATION WAS CONFIRMED. I GAVE THE TELLER 2 100 DOLLAR BILLS AND ASKED TO RECIEVE 50 BACK IN CASH APPLY 42 TO MY LOAN AND 20 TO MY CARD. THE ENTIRE THING BECAME A MIX UP THEY DIDNT SHOW THEY I PAYED FOR MY LOAN SO THEY TOOK THE FROM THE 91.30 BALANCE I HAD I MY CHECKING ACCOUT TO APPLY TOWARDS MY PAYMENT BUT I HAVE PROOF BOTH RECORDING AND MY RECEIPT ON HOW I PAID. I RECIEVED A LETTER 9/20/23 SAYING I HAVENT PAID WHEN THEY HAVE KNOWLEDGE I DID PAY AND TO MY KNOWLEDGE AND CONFIRMATION I RECIEVED IT WAS ONTIME. NOW ALL OF A SUDDEN ALL TYPE OF WIERD ACTIVIES ARE HAPPEN NOW THEY ARE RECORDING CALLS I THEY CAN PULL AND BE PROVIDED NOT TO MENTION DOCUMENTION WHEN I CALL CUSTOMER SERVICE TO GET THIS ISSUE FIX THE REP WAS BEYOND RUDE AND WOULDNT GET ME A MANAGER NOW THE WAY THEY ARE TRYING TO REPORT TO MY CREDIT AS IF I HAVENT PAID WHEN I HAVE I BEYOND ME IM REPORTING THIS TO THE **** BECAUSE MONEY IS TAKEN BUT NOT BEING APPLIED PROPERLY. THERE IS SOMETHING SUPCIOUS GOING ON THEN THEY CHANGED MY DUE DATE WITHOUT MY KNOWLEDGE OR CONSENT ON TOP OF THAT DENYING ME THE RIGHT TO SPEAK WITH A MANAGER TO GET THE ISSUE RESOLVE THEN THE LETTER STATES 84.00 HOW IS THAT POSSIBLE WHEN SEPTEMBER WAS MY FIRST MONTH AND THE PAYMENT DUE WAS 42.00 IM CONFUSED ON WHATS GOING ON BUT NAVY FEDERAL IS CAUSING DAMAGE TO MY CREDIT AND OVERWHELMING ME WITH THIS UNEXPLAINED CHANGE IN DATES AND WHERE THE MONEY WENT PLEASE PULL THE CALLS I WANT TO GET HELP NOT BE TAKING ADVANTAGE OF

  Business Response

  Date: 11/30/2023

  29 November 2023 
  
  Dear *** ********: 
  Your recent concems 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 18 and 19 July 2023, you established a Navy Federal Secured Credit Card account ending in **** and a Navy Federal Secured Share Pledge Loan account ending in ****, respectively. At the time the loan was established, monthly automatic transfers were scheduled from your checking account ending in **** to your loan account. On 11 September 2023, the automatic transfer could not be completed due to insufficient funds in the checking account at that time. On 13 September 2023, you visited a Navy Federal branch location, where we can confirm a payment in the amount of $42.00 was applied to your loan account, a payment in the amount of $20.00 was applied to your credit card account and $88.00 was deposited into your checking account. Once the funds were available in your checking account, on 14 September 2023, the automatic transfer that had not been processed on 11 September was processed successfully. 
  We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal loan ending in **** and your Navy Federal credit card account ending in ****. 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 

• Initial Complaint

  Date:09/15/2023

  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.

  I ordered a computer through *******.com. Everything was broken the dual connected is broken keyboard and mouse dont work. power button sticks. have contacted navy federal and ******* and neither one is handling the refund. They are fraudulently charging me for a piece of crap computer that doesnt work

  Business Response

  Date: 10/27/2023

  27 October 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 1 September 2023, you filed a debit card merchant dispute claim in the amount of $154.92 against *******.COM stating there was an issue with your purchase. On 25 September, the merchant issued a credit for the full amount of the transaction, and the claim was closed. 
  

  Should you have any questions, you may contact ***** ******, Supervisor, Debit Card Dispute, by calling ###-###-####, between the hours of 7:00 am and 3:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Senior Vice President, Debit Cards 
  

  Customer Answer

  Date: 10/27/2023

  [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:09/11/2023

  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 seeking assistance with the following accounts listed in my credit report. I am complaining because I want these accounts' late payments to be removed and correct the accounts status to be paid as agreed but still the NAVY FEDERAL CR UN has no response or action about the accounts in my credit file. To resolve this problem I would like you to aid me to correct the late payments in the accounts that are damaging in my file. The following accounts are listed in my credit report: NAVY FCU **** Balance Owed: $9,810 NAVY FCU**** Balance Owed: $9,752

  Business Response

  Date: 11/27/2023

  21 November 2023 

  Dear *** *******: 
  This letter is regarding the complaint submitted to the Better Business Bureau, Complaint ID number ********. 
  We have reviewed your concerns. Our records show that on 27 April 2013 you established a credit card account ending in ****. 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 account. We will not request the removal of valid data from your credit file. 
  Should you have further questions, you may contact us anytime at 1-888-842-6328 (NFCU). 
  

  Sincerely, 
  Navy Federal Credit Union 

• Initial Complaint

  Date:09/10/2023

  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.

  (The letter I wrote via email to no avail) ************************  Fri, May 19, 9:13?AM to securityappeals Good morning NFCU Security Appeals, I think I’ve written you guys before about a security appeal. I am in an attempt to get this taken care of via email again. What has happened to me with this company banning me from talking to representatives is a large mistake. While living in Florida, for two years, I was mistreated by reps, placed on hold for hours, and talked to very condescendingly by your representatives showing a lack of knowledge of your products. Today I received a call about a security fraud alert on my account and a young lady told me she was transferring me to a supervisor and did not. I am very disappointed in the service that I received, and I would love to stay with the company and have several family members who would like to join Navy Federal. Please give me a call in regards to the fraud alert, and the security alert that is on my account as soon as possible. I have been in a crisis over the past three years and don’t need any more problems. I am also suffering anxiety after several suicidal episodes by my son who’s currently in the hospital. I look forward to hearing from you soon. Warm regards, ***** ******* ************ NOTE: I've sent messages on the app. I've written the corporate office and I've gone to a local location. I was turned away. The messages are routed to reps who are not in the country and speak like bots via message. This credit union has gone down. ALthowhile I'd love the products and benefits. I'm even looking to start an account with them for my son who's been in the hospital off and on for years. I also noticed that they don't consider mental illness patients as well. I suffer from anxiety because my son was jumped by 5 people in college then later tried to attempt to jump off a building 5 times after having a mental breakdown while attending ****. Navy Federal has not shown any sympathy towards me at all. It's horrible that no one has gotten back to me. Again, I was in Florida for 2.5 years during Covid. During this time, I was being routed to the Pensacola location which felt totally different than when I was in Maryland speaking to Virginia reps. I was placed on hold for hours on a regular and daily basis when I would call. The reps were rude and discriminatory and not knowledgeable of Navy's products and more. I noticed a lot of racism while in Florida as well. The reps in Pensacola (or working in Covid) were not savvy, friendly, or aware of tons of things. They were unprofessional as well. I was asking about my credit card more when they hung up on me and reported me for complaining. This is very unprofessional and practices discriminatory toward certain customers.

  Business Response

  Date: 10/31/2023

  31 October 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 you have exhibited unacceptable behavior when interacting with our member service representatives. We do not permit our staff to be subject to abusive behavior. Our records show that you are prohibited from contacting our member service representatives by telephone or visiting any Navy Federal branch. Upon review, we have determined that the restriction was properly placed and will remain. You may access your accounts by mail, online at navyfederal.org, or through the Mobile Application. 

  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. 
  

  If you have any questions, you may contact us in writing at Navy Federal Credit Union, Attention: Security/Appeals, PO Box ****, Merrifield, Virginia *****-****, or by emailing us at [email protected]. 
  

  Sincerely, 
  Vice President, Fraud Operations 

• Initial Complaint

  Date:09/07/2023

  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.

  Accounts not accurate.

  Business Response

  Date: 11/09/2023

  8 November 2023 
  
  Dear *** ****: 
  

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

  Our records show that on 7 May 2017, you established a Navy Federal credit card account ending in **** and on 18 July 2018, you established a Navy Federal Home Equity Line of credit account ending in 7651. These are valid debts with outstanding balances, and you remain responsible for their repayment. 
  

  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. 
  

  If you have any further questions or would like to discuss payment arrangements, you may contact the Recoveries Department by calling ###-###-####, extension *****, between the hours of 8:00 a.m. and 6:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Navy Federal Credit Union 

• Initial Complaint

  Date:09/06/2023

  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 had filed a previous complaint about a fraudulent account that was opened and it was taking way longer than it should to get the accounts closed and a letter confirming they were fraudulent. I finally received those after filing a BBB complaint, however I have continued to get notifications of there being secure messages on the account. Since they accounts were fraudulent I have no access, when I call to find out why a closed down account is still getting messages and to find out what they are, I get told I must speak to the security team. Since this original event occurred almost a year ago I have never once been able to get a hold of the security team. I sit hours on hold, time out from them closing (while I still am sitting on hold with no notice), get told I can request a callback (when that option isnt available), etc. never once have a managed to speak to someone. I tried calling the number on the letter for ***************************** VP, Fraud Operations, this only ever goes to voicemail with no response. I want to know why I cant get through to security, I want to know what the messages on the account are, and most importantly why a closed out account is getting secure messages. I would like not only a letter about this and why this is still occurring but would like a phone call from someone in the security department that can finally answer all my questions since no one else can talk to me about anything. Letter attached saying to contact ****** with any questions and that the accounts have been closed.

  Business Response

  Date: 10/27/2023

  27 October 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. As we advised in our letter to you dated 4 May 2023, Navy Federal completed an investigation of your claim of identity theft and found it to be supported. The accounts established in your name have been closed, and we confirmed that no Navy Federal accounts are visible on your credit file. We have also updated our records so you should no longer receive notifications from Navy Federal regarding the accounts. 

  Should you have further questions, you may contact ***** *******, Manager, Fraud Operations, by calling ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
   
  Vice President, 
  Fraud Operations 

• Initial Complaint

  Date:08/25/2023

  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 had an old credit card with an outstanding debt of $6,000.00 from 2012 with this bank. During the time I had the credit card, I was with my abusive ex husband while I was in the military, and he was gambling all of our money away. He ended up with a felony elude and evade leaving the casino in the area, and I had to use this credit card to survive. There was no way at the time for me to pay this debt off, I had to leave the area. I moved away and could barely pay rent, and over the last 10 years I have been repairing my credit as well as paying off old bills. This particular card dropped off my credit 3 years ago. Somehow, two transfers that were supposed to go to my other regions bank ended up in my old navy federal account. I manually entered my bank info and routing, and I’m still at a loss as to how this happened. I immediately asked for a bank reversal both times and navy federal denied my reversal, used $1300 of my money on two separate transactions to go towards this old outstanding debt from 10 years ago without my permission. This time, they took my rent money for September. I am now a disabled vet, who is about to be homeless. I never once agreed to pay off an old debt bringing it to the forefront on my credit again, and I most certainly didn’t authorize payments from my navy federal account, and I definitely didn’t want my money in there. I want my money refunded to me and this removed from my credit, I can even agree to a payment plan but taking my money like this is completely unethical. You people should be ashamed.

  Business Response

  Date: 11/02/2023

  2 November 2023 
  

  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 14 February 2012, you established a Navy Federal Checking Line of Credit (CLOC) account ending in *. On 8 February 2023 and 21 August 2023, funds in the amount of $500.00 and $41.17, respectively, were transferred properly from your Navy Federal checking account ending in in accordance with the Navy Federal Credit Union Important Disclosures, which may be viewed online at navyfederal.org. The CLOC account is now paid in full, and no further collection activity will occur. 

  Our records show that on 11 December 2013, you established a Navy Federal credit card account ending in On 8 February 2023 and 21 August 2023, funds in the amount of $100.00 and $801.48, respectively, were transferred properly from your Navy Federal checking account ending in 
  in accordance with the Navy Federal Credit Card Agreement and Disclosure, to which you agreed. This is a valid debt, with an outstanding balance, and you remain responsible for its repayment. 

  We have confirmed that no Navy Federal tradelines are reporting on your credit file. 
  

  If you have any questions or would like to make payment arrangements for your account, you may contact our Collections Department at ###-###-####, extension *****, between 8:00 a.m. and 6:30 p.m., Eastern time, Monday through Friday. 
   
  Sincerely, 
   President, Specialized Collections 

  Customer Answer

  Date: 11/03/2023

  [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 it’s against the law to attempt to collect a debt from 10 years ago without my consent. This already fell off my credit report.
  
  
  Regards,
  
  
  
  ***** *****