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:08/20/2023

  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.

  Please help. Navy Federal allows fake complaint to continue as Florida lady (**** ***** of **** ** ***** ***, Cooper City FL *****, Phone: ###-###-####) holds my bank account hostage. Issue is putting my 25 year flawless credit worthiness hanging in the balance. paraphrased I called Navy Federal Credit Union customer service and would not tell me why the accounts were frozen as my account had been in good standing for close to 10 years with. The finally got to the bank security representative who told me that ***** bank attempted to reverse a wire transfer that took place back on March 8th 2023 (close to Three months prior) for illegal activity or fraud. But there was no fraud. *** simply died and his brothers and sisters were scrambling to get his things. With **** *****’s email in hand from the letter she sent me, I sent an email response to **** asking if she could send a copy of the death certificate and Will showing her named as the new owner of the car. She stated that she attempted to contact me for over a week but I got nothing from her. In the meantime, I have be conversing with **** ***** who has been promising to pick the car up. She has not. My account being frozen has caused an undue burden my finance as Navy Federal Credit Union holds the note on my car and my credit card. I am not able to pay as a result. NFCU refuses to release my account until a court orders them to. The problem: Navy Federal Credit Union is aware that **** ***** fraudulently attempted to reverse the bank transfer made more than three months prior with false claiming that I committed some form of malfeasance. I sent Navy Federal Credit Union copies of Email Communication showing that **** ***** knows that there is no fraud taking place, yet they are keeping my account frozen. Security at Navy Federal Credit Union stated that their back office would get in contact with me but they never did. They continue to keep the account Frozen.

  Business Response

  Date: 10/30/2023

  30 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 10 March 2023, you received a domestic wire transfer in the amount of $17,995.00 into your checking account ending in ****. On 20 July 2023, we received a return request from the remitting financial institution, as they advised the wire was fraudulent. The remaining funds from the wire in the amount of $15,537.23 were placed on hold while we investigated. Subsequently, the remitting financial institution canceled their request, and we released the hold placed on your account. We regret any frustration or inconvenience you experienced as a result of this matter. 
  

  Should you have further questions, you may contact ****** *****, Funds Disbursement Supervisor, by calling ************, between the hours of 9:00 a.m. and 5:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Vice President, Digital Payments 

• Initial Complaint

  Date:08/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a domestic violence/SA victim, and was forced to take out a credit card in my name by my abusive husband in 2021. He had possession of the card, and he and his girlfriend made all but 2% of the charges on there. I informed this to Navy Federal Credit Union when I escaped the abuse in April of 2023, and also told them that this was part of the ongoing divorce and that I wouldn't make any payments on this said card till it was sorted out in the courts. They said they wasn't going to listen to me, stop making excuses and to pay my **** bills! Navy Federal has taken it upon themselves even though they have been notified of the situation, to steal money out of my personal banking account and place it towards this said card! They have take over $500 from my account in the past 2 months leaving me with a ZERO balance. I barely make ends meet each month due to illness and lack of work due to said illness, and for them to steal what very little money that I have is ridiculous. That money was going for my groceries, gas money for when I do get to work, and for my cellphone bill as well. I am requesting for them to halt immediately and to also return my money they have taken without my consent.

  Business Response

  Date: 10/24/2023

  18 October 2023 
  
  Dear *** ****: 
  The complaint submitted to the Better Business Bureau, Complaint ID number ********, has been referred to me for a reply. 
  We have researched your concerns. Our records show that on 19 May 2021, you established a Navy Federal credit card account ending in ****. On 15 July and 19 August 2023, funds were properly transferred from your Navy Federal checking account ending in 1116 in the amounts of $359.75 and $170.27, respectively, and applied to your credit card account. If your payment is not received by the due date, funds may be transferred from other accounts you own to reduce the outstanding balance owed, in accordance with the terms of the Navy Federal Credit Card Agreement and Disclosure, to which you agreed, and which may be viewed at navyfederal.org. On 6 September, we closed the credit card account as you requested. This is a valid debt with an outstanding balance owed, and you remain responsible for its repayment. 
  If you have questions or would like to make payment arrangements for your account, you may contact our Collections Department at 1-800-336-3767, between 8:00 a.m. and 9:00 p.m., Eastern time, Monday through Friday, or between 9:00 a.m. and 5:30 p.m., Eastern time, on Saturdays. 
  

  Sincerely, 
  Vice President, Collections 

  Customer Answer

  Date: 10/24/2023

  [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:

  I was forced by my abusive estranged husband to take this account out, I didn't even want the account but was threatened if I didn't. I didn't make all the charges on this said account, but my estranged husband and his girlfriend did as my estranged husband had full control over the card. I refuse to pay for his and his lover's spending spree that was done in my name.
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/15/2023

  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 changed my name 3 years ago. And they federal would not change it to my mainte name because they say they need the divorce papers. Social security and I got a passport three years ago. So they are not going to change my last name to my mate name. I've been with navy federal credit union 7 or 8 years. Did every time I tried to pack for loans or anything i'm disapproved. I have money sending my savings account to pay for something I need to do. And I know this my name is getting moved from my savings account to my checking. I got where I need to be and I got in touch with the bank and told them what is going on. They asked me was I trying to send money thru ***** and I said no. She asked me have I ever used it before. But my furniture and everything got qualified so I would not use that again. She stayed at this why she closed my account. And she said she knew it wasn't me. Well, I just got told the day. Maybe federal said that the investigation department disapproved my investigation and was taking $50 out of my old account. They didn't told me I needed to reopen the investigation. Once I get to straighten out I am leaving maybe federal credit union.

  Business Response

  Date: 10/25/2023

  25 October 2023 

  Dear *** *****: 
  our 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 21 July 2023, you submitted a claim of unauthorized activity for a debit card ***** transaction totaling $50.00. On 28 July 2023, we provided you with a provisional credit in the amount of $50.00. We completed our investigation and determined the claim to be unsupported. Written notification advising you of the decision was mailed to your address of record on 11 August 2023. 

  Should you wish to initiate a name change, a Change of Information form (****), available online at navyfederal.org, must be completed. Additionally, proof of your previous name, (e.g., divorce decree, court document, marriage license) and a government-issued photo identification with your new name are also required. 
  

  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, 
  Assistant Vice President, 
  Membership 
  

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was divorced and my ex wife was deemed solely liable for account ending in ****. I am not liable for this account and I demand that it is removed from my credit report. I tried to file a dispute earlier this year but its still on my credit report.

• Initial Complaint

  Date:08/04/2023

  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 May 3rd, 2023 at 8pm, My Navy Federal Debit card declined 3 times for $131.90. I had ample funds in my account and it should not have declined. My fiance then used his seperate credit card from an unaffiliated account to process the transaction. I have a receipt proving only his card was charged. I then checked my account again and it showed the funds were taken from my account. I called Navy Fed immediately. They said the transaction was pending and i had to let it post to dispute. I then called ********** who said there was no record of the transaction of my card and the only one posted was the charge on the receipt on my fiances card. I have spoken to the accountant at ********** who provided me proof the charge never happened on my account and agreed the money should not have been taken from my account so they can't even refund it. They provided evidence that I provided to Navy Fed. I've spoken to multiple supervisors at Navy Fed and they all say there's nothing they can do. I called **** and they are only able to connect me back to Navy Fed as it is a debit card. I provided Navy Fed all the evidence they asked for including the receipt showing my fiances credit card was charged, along with HIS account statement showing the $131.90 was charged to his card on that date at that time. I provided an account ledger from ********** showing my card was only ever declined and never charged and therefore the funds never should have been taken out. Navy Fed claimed to have investigated the transaction but admitted they didn't check the evidence I provided the first time and still took my money inaccurately. I have spoken to multiple supervisors at Navy Fed multiple times and they all say they can't help and there's nothing else they can do but agree the funds shouldn'thave been taken. Navy Fed fraudulently took money from my account and are refusing to refund it. Navy Fed has been extremely negligent throughout this process. AUTHORIZATION CODE: ******

  Business Response

  Date: 10/16/2023

  11 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 5 May 2023, you submitted a debit card dispute claim in the amount of $131.90 against The **** *****. The claim has been honored and your checking account ending in **** has been permanently credited in the amount of $131.90. We regret any frustration you experienced as a result of this matter. 
  Should you have any questions, you may contact **** *****, Manager, Debit Card Dispute, by calling 1-************, extension *****, between the hours of 9:00 a.m. and 5:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Senior Vice President, Debit Cards 
  

  Customer Answer

  Date: 10/17/2023

  [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. 

  I am still unhappy with the way this was all initially handled and feel it was only resolved because I reported it to BBB which is sad that it had to be escalated to receive the proper assistance which should have been provided all along. 

  Also your Kapolei,  Hawaii branch has a horrible smell and has smelled like sewage for months. This is all very sad because I used to be a happy customer and big supporter of Navy Fed. Hoping you guys can get back on track. 

  Regards,
  
  
  
  ****** 

• Initial Complaint

  Date:07/31/2023

  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.

  An application was submitted for an approval for an Auto loan, And I never submitted an application. I was inquiring about the application and asking whether or not to confirm the pre-approval was a soft inquiry or hard inquiry and I never got hit a submit button. A navy federal supervisor told me that a credit inquiry was pulled before I entered my income information. How can my credit be pulled before I enter my income. That does not make sense. I want that hard inquiry off my credit report Immediately. I never hit the submit button to run my credit for an auto loan. There is no way. I was live chatting with a representative and I also have a recorded call of everything that went on during the time. My credit was run without my consent. I never gave them consent to run my credit.

  Business Response

  Date: 09/26/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member today, 26 September 2023, in response to this matter. Thank you.

• Initial Complaint

  Date:07/22/2023

  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.

  My check is being withheld by Navy Federal Credit Union because there was a security alert on my account in which they closed my account. The check was from SSI-Disability. They will not let me get my money. They told me I can still put money in and not out. I know its illegal for them to withhold my only income without offering any further instructions or guidance as to how I can receive my check or return my check. This has forced me to have to switch my direct deposit and caused my bills to lapse and Im facing eviction if its not paid asap.

  Business Response

  Date: 10/17/2023

  16 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 7 June 2023, you deposited a check in the amount of $24,952.00 to your Navy Federal checking account ending in ****. On 10 June 2023, your accounts were restricted due to activity that is outside of Navy Federal's acceptable level of risk. On 29 August 2023, funds in the amount of $24,212.01 were returned to the originating financial institution. We completed a second review of the account restrictions and determined that the restrictions were properly placed and will remain. 

  Our records also show that on 29 June 2023 and 31 July 2023, respectively, you received deposits in the amount of $766.50 each from *** ***** ***. On 1 August 2023, you made a cash withdrawal at our Pace branch location in the amount of $1,533.00 for the remaining funds from your checking account ending in ****. 
  

  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, 
  Senior Vice President, Security 
  

• Initial Complaint

  Date:07/05/2023

  Type:Order 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 have not supplied proof under the doctrine of estoppel by silence, ********** ****************** (mo) 281 SW 715,719, I presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists Past due balance of $9847 I am not liable for this debt with navy federal, I do not have a contract with navy federal, they did not provide me with the original contract as i requested

  Business Response

  Date: 09/11/2023

  11 September 2023

  Dear *** ******:

  Your complaint filed with the Better Business Bureau on 5 July 2023 has been referred to me for a response. Please excuse the delay in this reply. 

  We have reviewed your concerns. Our records show that you established a Navy Federal credit card account ending in 2542 on 14 April 2020. On 26 July 2023, due to non-payment the account was referred to an outside collection agency, ****** *******, LLC. As of 11 September 2023, the account has an outstanding balance of $9,846.57. This is a valid debt, and you remain responsible for its repayment. On 2 August 2023, pursuant to your request, documentary information regarding your account was sent to your address of record. 

  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. Our records show that we have properly responded to all disputes received from you. 

  Should you have any questions or wish to make a payment arrangement, please contact Credit Control at 1-************, between 8:00 a.m. to 4:30 p.m., Eastern time, Monday through Friday. 
  

  Sincerely, 
  Assistant Vice President, Recoveries

• Initial Complaint

  Date:06/30/2023

  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.

  Ok so they have a feature for members that have been with them for over a year for over draft and I have been with them for a while and used this many times in hard up situations well you have to opt in and opt out well I had to opt in last week for personal issues fast forward to this week and they opted me out didn’t notify me on the change and now I’m stuck had to get gas card was declined called the home office and was told they can’t do anything and that it shows I opted back out in their system then the woman proceeded to back track everything in the very next statement letting me know she lied about what she was telling me lying by letting me know that it only showed me opting in on my end and that she fabricated a time on when I opted out but anyway Navy Federal credit Union is nothing but headaches and fees and have people that just fabricate things then just tell you they can’t do anything on their end when their end caused it

  Business Response

  Date: 08/10/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member today, 10 August 2023, in response to this matter. Thank you.

• Initial Complaint

  Date:06/28/2023

  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.

  Navy Federal needs better business practices! If you deposit a check at an ATM they will hold your check and then make your account negative when you already had previous funds in there. We use our joint account for bills and now that our account is on hold for a check that wasn’t even a great amount we have to suffer because of them! I do not recommend banking with this company they are terrible.

  Business Response

  Date: 09/28/2023

  27 September 2023 
  
  Dear **** ********: 
  

  Your complaint filed with the Better Business Bureau on 28 June 2023 has been referred to me for a response. Please excuse the delay in this reply. 
  

  We have researched your concerns. Our records show that you deposited a check in the amount of $2,723.00 through an ATM at our *** ***-San Antonio Branch on 27 June 2023.

  Since the deposit was made after the cut-off time, it was considered received as of 28 June, and the first $225.00 was made available on 29 June. The remainder of the funds were placed on an extended hold in accordance with Navy Federal's Funds Availability Schedule, which may be viewed at navyfederal.org. We mailed an Extended Hold Notice to your address of record advising of the extended hold. 
  

  We regret the frustration and inconvenience you experienced in this matter. Should you have any questions, you can call us anytime toll-free at 1-888-842-NFCU (6328). 
  

  Sincerely, 
  Senior Vice President, Savings Products