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

  8102 Blanding Blvd Jacksonville, FL 32244-7500

• 

  Navy Federal Credit Union

  4530 S Dale Mabry Hwy Unit 1 Tampa, FL 33611-1426

• 

  Navy Federal Credit Union

  PO Box 659027 Sacramento, CA 95865-9027

• 

  Navy Federal Credit Union

  PO Box 100598 Florence, SC 29502-0598

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:05/05/2023

  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 was unable to open a checking account with Navy Federal after applying. I received an email stating that I owed a balance and that if I wanted to get a checking account; the balance would need to be paid. I contacted the company that held the balance. According to the account information, the account had been paid. Since there as a zero balance, I decided to contact Navy Federal again. The customer service representative named ***, told me that she could not discuss the account with me because it had been charged off. I asked her if I needed a letter in order to reopen the checking account. She told me that it did not mean that I did not need a letter, it was just the fact that she could not discuss the checking account with me by any means. I warned her that I had received an e-mail from Navy Federal, stating that I could re-open the checking account, once the balance was paid. She still declined to go further in the conversation and refused to post a zero balance on the account. This occurred on May 5, 2023 around, 8:29 AM on Friday. The representative said that her name was ***. The phone number is **************. I find it contradictory that I was offered the opportunity to open a checking account based on the balance being potentially paid off and then refused by the representative over the phone. Pure hypocrisy.

  Business Response

  Date: 07/24/2023

  21 July 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 2 March 2019, you established a Navy Federal credit card account ending in **** and on 27 March 2020, the account was deemed a loss due to non-payment. 
  

  On 18 October 2022, this account was sold to ********* ******* ********. Navy Federal is no longer reporting this account. Please note that due to the financial loss incurred, you are not eligible for additional products at this time. 
  

  Should you have any questions regarding this account, please contact ********* ******* ******** at ###-###-####. 
  

  Sincerely, 
  ******* ** ******** 
  Assistant Vice President, 
  Recoveries 
  

• Initial Complaint

  Date:05/03/2023

  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 RECENTLY PULL UP MY CREDIT REPORT FROM ALL THREE CPA'S AND I NOTICE THAT NAVY FEDERAL IS IN VIOLATION OF WHAT AND HOW THEY ARE REPORTING MY INFORMATION. UNDER THE FRCA I DESERVE 100% ACCURACY ON MY CREDIT REPORT. UNDER 15 USC 1681 SECTION 602A STATES I HAVE A RIGHT TO PRIVACY. UNDER 15 USC 1666B STATES A CREDITOR MAY NOT TREAT A PAYMENT ON A CREDIT ACCOUNT UNDER AN OPEN END CONSUMER PLAN AS LATE FOR ANY PURPOSE, IT ALSO STATES THAT UNDER 15 USC 1681 s-3 (A)(2)(i) SEE EXCLUSIONS THAT A CONSUMER REPORT DOES NOT INCLUDE TRANSACTIONS AND EXPERIENCES BETWEEN THE CONSUMER AND THE PERSON (COMPANY) MAKING THE REPORT. IF THE ACCOUNT IS CHARGED OFF HOW IS IT THAT I NEVER RECIEVED A 1099-C? THIS IS INACCURATE SO PLEASE REMOVE THESE NEGATIVE ACCOUNTS.

  Business Response

  Date: 07/19/2023

  19 July 2023 
  
  Dear *** ****:

  In reply refer to: 
  Your complaint filed with the Better Business Bureau on 3 May 2023 has been referred to me for a response. Please excuse the delay in this reply. 
  We have researched your concerns. Our records show on 1 May, 23 July, and 25 August 2020, you established your Navy Federal personal expense loan accounts ending in ****, **** and ****, respectively. Each account was deemed a loss due to non-payment. These are valid debts with outstanding balances, and you remain responsible for their repayment. 
  Navy Federal does not issue an IRS Tax Form 1099-C unless a member makes and fulfills a settlement agreement for the account. We currently have no settlement agreement with you. 
  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 nationwide credit reporting agencies regarding your Navy Federal accounts. We will not request the removal of valid data from your credit file. 
  Should you have any questions, wish to make a payment arrangement, or would like to discuss settlement options, please call our Recoveries Department at **************, extension *****, from 8:00 a.m. to 6:30 p.m., Eastern time, Monday through Friday. 
  

  Sincerely, 
  ******* ** ******** Assistant Vice President, Recoveries 
  

  Customer Answer

  Date: 07/19/2023

  [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: ALL debts are prepaid by the government. Read the affidavits attached below.
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:05/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a fraudulent charge on my account and I was directed to deal with the merchant directly. The merchant reversed the charge on 4/14/23. As a result of the fraudulent charge (as well as attempted fraudulent charges), I was charged returned payment fees on 3/28, 3/30, 3/31, 04/03 for a total of $116 and OOPS fees on 3/24 3/28, 3/29, 3/30, 04/04, 04/07, 04/11 for a total of $140. I contacted Navy Federal on 4/20 with documentation as well as an explanation on how these fraudulent charges, as well as attempted fraudulent charges, how I was directed to resolve this issue with the merchant and how that resulted in my normal recurring ACH transactions being underfunded. The first representative saw the issue, and helped to credit the return payment fees. She transferred me over to someone to help with the OOPS fees, and the representative was rude and didn't want to look into it. He refunded one fee as a "courtesy", however there's no courtesy in refunding money that should have never been taken in the first place, had I not been directed to deal with the merchant prior to filing a claim.

  Business Response

  Date: 06/20/2023

  We have researched our members concern and on 5 June 2023 spoke with ****************** to discuss her complaint. Our member appreciated the call and proper measures for fraudulent account activity were discussed. Should *** ******* have any additional questions, she may contact us at any time by calling 1-888-842-NFCU (6328).
  
  

• Initial Complaint

  Date:04/28/2023

  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.

  Nearly 20 years ago, I was a member of NFCU but closed my account after moving away from a branch location. This was before mobile deposits, and such existed, so it was more trouble to deposit checks long distance.My wife and I are in the market for a HELOC, and after comparing rates decided to go through NFCU, so on 3/14, I submitted an online membership application. I got an automated email on the same day requesting identification documents, which I uploaded immediately. On 3/22, I received an email that my membership was denied with no explanation as to why. After several days of phone calls with NFCU (every call took nearly 3 hours of hold time) security department, they couldn't identify why my application was flagged. I was asked to fill out an appeal form to provide them with the information needed to remedy the denial. I reviewed the questions on the form while on the line with Security so they could clarify any questions I had. The form asked for basic information such as name, phone number, and address. A section asked me to explain what went wrong in my application and how it is different now. I asked the department what I should put here since they didn't see a reason for denial, to which they said, "Leave it blank.". Essentially I submitted the appeal form on 3/28 containing nothing more than my name and number, and they told me to allow up to 15 business days to respond. It is now almost MAY, and we have an active HELOC application (through my wife) that is still on hold due to this. My loan officer just reached out this morning, stating security claims they never got my appeal, even though I have RECORDED phone calls from one of your supervisors stating they see/saw my appeal form. It was still in line to be reviewed approximately 20 business days after sending. Either the security department is lying or inept; neither is acceptable. If NFCU doesn't resolve this soon, the loan will fall apart, and we will be forced to take our loan elsewhere.

  Business Response

  Date: 07/20/2023

  20 July 2023 
  
  Dear *** *******: 
  
  Your recent concerns which were submitted via the Better Business Bureau, Complaint ID number ********, have been referred to me for a reply. Please excuse the delay in our response. 
  We have researched your concerns. Our records show you submitted an application for Navy Federal membership on 14 March 2023, and our Security department requested additional documentation to verify your identity. The documentation was not received; therefore, your application was denied on 22 March. On 22 April 2023, you submitted an application for a Navy Federal Home Equity Line of Credit (HELOC) account. On 17 May, your HELOC application was denied due to Navy Federal being unable to verify your membership eligibility. On 14 June 2023, you submitted another application for Navy Federal membership, and your membership was established. Should you wish to submit a second application for a HELOC account, you may do so by calling the number listed below, online at navyfederal.org, or by visiting your local Navy Federal branch. 
  

  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, 
  **** ********** Senior Vice President, 
  Security 
  

  
  

• Initial Complaint

  Date:04/27/2023

  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 am not liable for the debt with NAVY FCU. I do not have a contract with NAVY FCU.You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person.They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attached as well, they are in major violation.

  Business Response

  Date: 07/05/2023

  3 July 2023 
  
  Dear *** **********,

  In reply refer to: 
  

  Your complaint filed with the Better Business Bureau on 27 April 2023 has been referred to me for a response. Please excuse the delay in this reply. 
  

  We have researched your concerns. We investigated your claim of identity theft and found it to be unsupported. A letter was sent to the address above on 8 June. You remain responsible for accounts in your name. 
  

  Our records show that you opened a **** credit card account ending in **** on 17 May 2017. The account was placed in recovery due to non-payment on 28 November 2018 in the amount of $24.892.73. Since that date, payments totaling $5,105.00 have been received. The current outstanding balance is $19,787.73. 
  

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

  Should you have any questions, or wish to make a payment arrangement, please call our Recoveries Department at 1-************, extension *****, from 8:00 a.m. to 6:30 p.m., Eastern time, Monday through Friday. 
  

  Sincerely, 
  **** ********** Senior Vice President, Security 
  

• Initial Complaint

  Date:04/18/2023

  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.

  Account #******************; ********** ; ********** This is a formal complaint that you are reporting inaccurate and incomplete credit information. I respectfully request to be provided proof of these alleged late payments, and payment history. Per my records I have always paid these accounts on time and never paid late. The following late payment information therefore needs to be reinvestigated as it is inaccurate, and then removed from my credit file as it is falsely reporting. 15 U.S. Code 1681i. Procedure in case of disputed accuracy; I respectfully request to be provided proof of this alleged late payments, and payment history. I am maintaining a careful record of my communications with you for the purpose of filing a complaint with the FTC should you continue in your non-compliance. I further remind you that, as in ****** v. ***** ***** ****., No. ******* (C.D.Cal. Nov. 14,1995), you may be liable for your willful non-compliance if the validation of debt request isn’t completed. Please have the creditor provide the validation documents to the BBB as well as certified mail to me . If creditor can not provide the requested payment history and documents, please have this account removed from my credit file. However if the creditor does provide payment history to confirm this debt I will pay. It was communicated to me to reach out to creditor to expedite the removal. As of the date of previous complaints, it has been over thirty days with no compliance to the Fair Credit Reporting Act (FCRA 15 U.S.C. 1681) enacted by the United States Congress. By their findings, it is now my legal right to have these accounts and inquiries (FCRA 15 U.S.C. 1681n) removed. I understand the individual in receipt of this letter is most likely not an attorney. Therefore, I have attached the laws and definitions to educate any person of my legal rights in the United States of America.

  Business Response

  Date: 06/28/2023

  28 June 2023 
  
  Dear *** **********: 
  
  In reply refer to: 
  

  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 11 June 2018, you established a Navy Federal Go Rewards **** credit card ending in ****. On 9 June 2019, you established a Navy Federal Flagship Rewards **** credit card ending in ****. On 13 June 2019, you established a Navy Federal personal expense loan ending in ****. These are valid debts, with outstanding balances, for which you remain responsible. 

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

  Should you have further 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, 

  **** ******* 
  Assistant Vice President, 
  Credit Bureau Furnishing & Disputes 

• Initial Complaint

  Date:04/18/2023

  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 has permanently blocked my ***** account for no justification. Their reason is that someone I know sent me ***** through Navy Federal for an amount of $150.00. His name is ******* ******. Someone reported to ****** Bank, the money was drawn from, that the transaction sent me was fraudulent. ****** bank, without investigating this charge, reported this alleged fraudulent activity to ***** and Navy Federal Credit Union. I reached out to my friend after I got information from Navy Federal that my account has been blocked. ******* swiftly contacted ****** Bank to find out who reported the fraud because according to him, he transferred the money to me.. It was found that ******* has multiple people on the account he used to send me the *****. One of them - his Niece - reported to the bank that someone has fraudulently transferred money to one ****** ******* through *****. This is the reason why my account was banned by navy federal. After ******* got his Niece involved, ****** Bank recanted the Fraud charge and labelled it as an error/miscommunication and sent a note to *******. ******* gave me that note and I took it to Navy Federal Member Service Center in Fairfax - VA. Initially, Navy Federal through their representatives LIED to me that it was ***** that blocked my account but not Navy Federal. ***** vehemently denied that and Navy Federal later conceded that it blocked my account. This is a brazen attempt by Navy Federal to discriminate against me for no apparent reason.

  Business Response

  Date: 06/26/2023

  16 June 2023 
  
  Dear *** *******: 
  Your concern which was submitted via the Better Business Bureau on 11 May 2023 has been referred to me for a reply. 
  Our records show that your ***** access was restricted on 5 April 2023 due to suspicious account activity. We have reviewed the restriction and confirmed that it will remain. 
  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 any questions, please contact ****** ********, Vice President, 
  Security Operations Center, at 1-************ between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, weekdays. 
  Sincerely, 
  **** ********** Senior Vice President. Security 
  
  

• Initial Complaint

  Date:04/17/2023

  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 am writing to dispute the denial of my loan application at Navy Federal Credit Union. I believe that my rights under the applicable consumer protection laws have been violated. As a borrower, I meet all of the credit and income requirements specified by Navy Federal Credit Union. However, my loan application was denied, and I believe that this decision was based on incorrect information provided by Navy Federal Credit Union's credit reporting practices, which has resulted in a violation of the Fair Credit Reporting Act (FCRA) [15 U.S.C. § 1681 et seq.]. I request that Navy Federal Credit Union provides a written explanation of the reasons for the denial of my loan application and the inaccurate information that was reported. As a consumer, I have the right to accurate information under the FCRA. I also request that Navy Federal Credit Union corrects the inaccurate information on my credit report and reconsiders my loan application within 30 days. Please note that as a consumer, I have the right to pursue legal action if Navy Federal Credit Union continues to report inaccurate information and violates my rights under the FCRA. I would prefer to reach a fair resolution without resorting to legal action. Thank you for your attention to this matter. To rectify this situation, I am requesting that Navy Federal take the following actions: Correct the inaccurate information on my credit report as soon as possible, in accordance with FCRA requirements. Approve my credit application with a reasonable interest rate and a zero-down payment, in accordance with ECOA requirements for equal opportunity credit. Provide me with compensation for the damages I have suffered as a result of this error, including any expenses related to credit application fees, additional interest paid due to a higher interest rate, and any other related financial damages.

  Business Response

  Date: 06/02/2023

  Navy Federal has researched our member's concern.  A letter was sent directly to our member via eMessage on 2 June 2023, in response to this matter.  

• Initial Complaint

  Date:04/10/2023

  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.

  My fiance has an accounts with navy federal. He wanted him and I to open up an broker business account with navy ********************. They told him I had to have an personal accout with them 1st. I turned in all documents requested . They gave me the run around saying my address have to match up with id. I took off work just ** sit a dmv all day to get this done. Finally got that done . Then they say its been over 30days that i had to redo application. I redid it again same way same address with his access code. Then they say he has to send in proof with my address on it to prove he at address. Hes at both ,but he pays the electric bill at the ************ ** location so he sent them that proof that has the same address in my documents and my ID. Now they are saying his profile has to match up with my address. They keep seanding us loops when they did not do this with him. When he signed up all he jad was a friend access code they never asked for extra information from his friend and they did not live in the same house hold. at all and never did in the past. So he just changed his address on his prifile today. now i want to know what will be any other ussues? *** asked for corporate information all we got is a mailing address. This is bad customer service and bad for buisness that we keep getting lied to about qualifications. We need to talk to someone from corporate to go over every phone call we had with them. Plus look over our account asap. Thank You!

  Business Response

  Date: 06/09/2023

  9 June 2023

  Dear *** *******: 
  
  In reply refer to: 
  Your complaint filed with the Better Business Bureau on 10 April 2023 has been referred to me for a response. Please excuse the delay in this reply. 
  We welcome you as a member of Navy Federal. I am pleased to see that you were able to meet the requirements to establish both a personal and a business membership. We regret, however, the frustration and inconvenience you experienced. 
  In order to establish eligibility for membership through a household member, both the sponsor and the applicant must share the same address of record. If there are discrepancies encountered during the application process, additional verification and documentation may be necessary. If all required documents are not received within 30 days, the application will be denied. 
  We value your membership and look forward to continuing to assist with your financial needs. Should you have any questions, you can call us anytime toll-free at 1-888-842-NFCU (6328). 
  
  Sincerely, 
  Robert S. 
  Assistant Vice President, Contact Center Resolution 
  

• Initial Complaint

  Date:04/10/2023

  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.

  I applied for a HELOC product offered by Navy Federal Credit Union around March 17, 2023. On the application, I provided the reason I was applying for the loan, which was "Business Acquisition." I was conditionally approved for the HELOC product on March 22, 2023. Part of the verification and underwriting process is to confirm the value of the property used as collateral for the HELOC. I had the option of using Navy Federal's 'valuation' or ordering a full appraisal. I opted for the appraisal as the value given to me by Navy Federal was much lower than what I thought was the value of my property. Navy Federal's valuation was around $544,500, and the appraisal I ordered and chosen by Navy Federal, was $576,000. This allowed a larger line of credit. After I paid the appraisal fee of $640 and credit report fee $6.55, I was informed "NFCU does not grant credit on the terms requested." As mentioned, the very first communication I had with Navy Federal regarding this HELOC application, very clearly stated the purpose of the loan was for business purposes. After I received the letter of denial, I emailed and called my loan processor without success. I was never emailed or called back and I've noticed the loan application has been removed from my online account, so I no longer have access to the associated documents. I am requesting a reimbursement of the $646.55 I spent on this loan application. Navy Federal knew they would not approve this loan, as they do not grant credit of HELOCs for business purposes. I should have been told this in the first conversation I had and never given a conditional approval. Intentional perversion of truth in order to induce another to part with someting of value is the definition of fraud.