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

  PO Box 6030 Saint Marys, GA 31558-6030

• 

  Navy Federal Credit Union

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

• 

  Navy Federal Credit Union

  8084 N Davis Hwy Ste F1 Pensacola, FL 32514-7567

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:03/24/2023

  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.

  On 3/24/2023, I contacted Navy Federal Credit Union for the third or fourth time to notify them that I have been receiving mail for *********************** for a minimum of 6 months. I requested the NFCU  o stop sending someone's sensitive mail (with account numbers, ********************** card numbers, etc.) being sent to my home. The account service team member, ******, reported that mail is legally required to be sent, so essentially I will continue to receive mail. I do not want someone's mail being sent to my home. I need assistance with getting the banking mail for *********************** to stop being sent to my home.

  Business Response

  Date: 05/25/2023

  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. On 5 May 2023, we left a voicemail message for you advising that the issue has been resolved. We apologize for any inconvenience this may have caused you, and we thank you for contacting us. 
  Should you have further questions, you may contact ****** *****, Resolution Supervisor, by calling 850-912-0518, between the hours of 8:00 a.m. and 4:00 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Robert S. ******* Assistant Vice President, Contact Center Resolution 

• Initial Complaint

  Date:03/20/2023

  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.

  Closing on a home in Las Vegas NV and have had so many problems. Firstly, my first loan officer was located in South Carolina, so the time difference made it difficult to get ahold of her. In addition, she didn't request documentation that was needed for underwriting approval. Secondly, I changed loan officers to an individual who worked a CT schedule. Mind you, I live in Nevada and we operate on PST. Working with NFCU to get a home loan has been a nightmare. The lack of communication and the underwriting department taking too long to review appraisals or approve the loan. I have never dealt with such an unprofessional organization. Sadly, we only agreed on going with Navy Federal because I bank with the company. I'm beyond frustrated and my husband and I are planning on closing our NFCU accounts and switching to **** if we cannot close on this home.

  Business Response

  Date: 05/05/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member today, 5 May 2023, in response to this matter. Thank you.

• Initial Complaint

  Date:03/14/2023

  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 feb 7 2023 a trasaccion of 68.50 was made to seller *************** for a shainsaw battery operated brand ******..pay whit my ********** creditcard from NAVY Federal credit union..several days later the seller send me a email whit Traking number from usps ********************** package from *************************** amounth of trasaccion 68.50 for electric battery operated shainsaw brand ****** ...afther 2 weeks wating for the package that I never receive I contact postal inspector to see what is the problem of my package not receive...the Usps inspector informe that the traking number thar the seller give me is not for my address **** ********** unit * san antonio Texas *****..the traking Is for another address not my address....I send 2 emails to the seller informe them that the address is incorrect ..seller never replay back to me...at this moment I contact my credit card whit navy federal credit union and submit a dispute agains seller...I submit all paper work to navy federal credit union disputed department and informe them that this is a scamer that is only charging and never deliver any merchandise to my address..unfortionaly navy federal credit union credit card don't take this very seriously ..they made a lot of errors on this case...for that reazon closed my credit card account whit this credit union on march 14 2023.

  Customer Answer

  Date: 04/17/2023

  ---------- Forwarded message ---------
  From: <**********************>
  Date: Fri, Apr 14, 2023 at 1:44 PM
  Subject: Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  

  
  

  On Friday, April 14, 2023, 12:41:06 PM CDT, <**********************> wrote:

  
  

  I am the person that file the complaint agains navy federal credit union...afther long wating for positive .I receive a letter from federal credit union credit department..they chage ther results from from not returning 68 dollars to returning the 68 dollars to my credit card..that is positive but I closed the credit card for high risk chrages

• Initial Complaint

  Date:03/13/2023

  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 originally purchased items from ******* last August which were returned immediately( I never let the fed ex driver take them off the truck and asked them to return to sender), I was still charged for these items and entered a dispute with them as well as Navy Federal Credit Union( my credit union). ******* then sent a second authorization for the same items which subsequently charged my account again for the same amount I have reached out to Navy federal several times to rectify both these charges in forms of disputes in which Navy Federal is refusing to investigate these claims Where both of these items can easily be resolved proof was sent in showing the tracking information were the items returned. Also, Navy federal did make me aware that they realize ******* put in the same authorization in twice, but Id not return my monies.

  Business Response

  Date: 04/20/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member on 04-20-2023. Can you please update the BBB file with this additional information?

• Initial Complaint

  Date:03/03/2023

  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.

  We were trying to refinance our home. We started this endeavor in early November. We were told we would be completed before January. We tried to reach Navy Federal before Christmas/New Year holiday to close. We were contacted after the holidays and told that our agent would not be available until January 25th. February 2nd we finally made contact with the agent and was told that "they misplaced our account". By February 14th we were told we had to apply for an extention and negotiated a lower interest rate. March 3rd we were told we should be closing, however we received an email that they need an updated termite inspection because it is past 90 days. We feel that the neglect on their end has led us to disolve the loan application due to their mishandling and lack of communication.

  Business Response

  Date: 04/21/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member on 04-21-2023.

• Initial Complaint

  Date:02/24/2023

  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.

  This was my message to Navy Federal regarding my credit card due date. Good Afternoon, Please honor my request to change my due date back to the 28th because I was misinformed by the representative that it takes 2 billing cycles for the balance to be reported. I found out after the changes were made that Navy Federal will not report to the bureus in February but instead in March. Since I was applying for a mortgage i needed my scores to update in Febrary and not March. I have already applied for the mortgage and will need to change my due date back to the 28th. Thank you.

  Business Response

  Date: 04/20/2023

  20 April 2023

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

  Your recent concerns which were submitted via the Better Business Bureau, Complaint ID number ********, have been referred to me for a reply. Thank you for taking the time to bring your concerns to our attention, and for providing us with the opportunity to respond. 

  We have researched your concerns. Our records show that you submitted a request to change the due date for your Navy Federal credit card account, ending in ****, on 1 February 2023. Your request was honored, and the due date was changed from the 13th to the 28th of the month; during that same call, you were advised that we are only able to change the due date for your credit card once every six months. On 7 February, you called Navy Federal to request that your credit card payment due date be changed back to the original due date and, as a one-time courtesy, we honored your request. On 23 February, you submitted a third request to change the due date. As previously advised, changes to credit card due dates can be made once every six months and you are not eligible to request a change in due date until August 2023. 
  

  Navy Federal sends information to the credit reporting agencies once a month, within the week of the issuance of the credit card account statement. We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal credit card account. 
  

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

  Sincerely, 
  

  Robert S******** 
  Assistant Vice President. 
  Contact Center Resolution 
  

• Initial Complaint

  Date:02/23/2023

  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 Navy Federal Credit Union (NFCU) refuses to assist me with an update on my stolen funds from my Savings and Checking accounts. The next fraud act happened on Wednesday, February 1st at the NFCU Pembrook VA Beach Branch. A woman impersonating me walked in this branch to withdrawal funds. She had a fake Georgia Id, in my name - had my address and account information for NFCU. The teller recognized the ID was Fake and went to their supervisor for assistance and the woman fled. THEY HAVE ALL OF THIS ON CAMERA. I filed a Police report with the VA Beach Police Department. I was only notified of this with a text and email that stated, "Sorry we could not help you today.". I instantly called NFCU and locked down our JOINT accounts. Had them add Fraud Flags to our accounts. They gave us new checking account and savings account numbers. And I proceed to take all the steps outlined by the FTC to protect our identity - Credit Freeze, Fraud Alerts, Change Passwords, IRS PINS, etc. The next Fraud act happened on Friday, February 3. A man went into NFCU's Chandler, ARIZONA Branch impersonating my husband ***** ***** and deposited a fraudulent check in the amount of $3100 into our checking account and withdrew it. ALL ON CAMERA and a signature for to deposit this stolen check that DOES NOT MATCH MY HUSBAND's SIGNATURE. This same day a man walked into the Mesa, ARIZONA NFCU Branch impersonating my husband ***** ***** and withdrew $3600 from our checking account. AGAIN - ALL ON CAMERA. We have filed police reports with both the Mesa, AZ Police Department and the Chandler, AZ Police departments. My husband and I have not been to VA BEACH VA, or the state of ARIZONA in many years.

  Business Response

  Date: 04/20/2023

  20 April 2023 
  Dear **** *****: 
  Your complaint filed with the Better Business Bureau on 23 February has been referred to me for a response. 
  We have researched your concerns. Navy Federal has completed an investigation of your claim of identity theft and found it to be supported. Our records indicate on 3 February 2023, funds in the amounts of $3,600.00 and $3,100.00 were withdrawn from your joint checking account ending in and your joint savings account ending in, respectively, during two separate branch visits. On 23 February, funds in the amounts of $3,600.00 and $3,100.00 were credited to your joint savings account ending in and your joint checking account ending in respectively. 
  Please be assured that this is not the level of service Navy Federal wishes to provide our members. We extend our apologies for the inconvenience and frustration this incident has caused. 
   
  Should you have any questions regarding our investigation, please contact Michael M*****, Vice President, Global Security and Investigations, at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, Monday through Friday. 
  Sincerely, 
  
  Chip K********* 
  Senior Vice President, Security 
  

• Initial Complaint

  Date:02/16/2023

  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.

  15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 section 604 A Section 2: States a consumer reporting agency cannot furnish an account without my written instruction. 15 U.S.C 1666B: A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. 15 U.S. Code § 6802 - Obligations with respect to disclosures of personal information (B) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party.

  Customer Answer

  Date: 02/27/2023

  There is no third party I am Submitting my complaint 

  Business Response

  Date: 04/28/2023

  27 April 2023  
  

  Dear ***** ****:  
  

  Your concern submitted via the Better Business Bureau, ID number ********, has been referred  to me for a response. Please excuse the delay in this reply.  
  

  We have reviewed your concern. Our records show that on 26 August 2009, you established your  Navy Federal credit card account ending in ****. You were approved for assistance for your  credit card account during the period of 4 April 2020 through 19 July 2020. Your credit card  account became more than 30 days past due in March 2022.  
  

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

  Sincerely,  
  Lisa P******  
  Assistant Vice President,   Credit Bureau Furnishing & Disputes

  Customer Answer

  Date: 04/28/2023

  [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 would like the company to provide documentation showing I was past due on the months they are reporting as past due.  Also I would like the company to take in consideration that I was just approved through their SCRA department for all fees and interest starting from my active duty start date.  I have been a loyal customer for 14 years and never missed any payments on the multiple loans and accounts.  
  
  
  Regards,
  
  
  
  ***** ****
  

• Initial Complaint

  Date:02/08/2023

  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 wrote a check to a business for $556.00 When check was presented to bank I had $545.** in the account. But I have ofer $90,000 in other accounts at the same bank. The bank declined my check, charged me $29 for NSF and the merchant charged me $30 for writing a "bad" check. I could have easily transferred to cover overdraft. And its not the first time my account would be overdrawn so I don't know why the bank was so hard nosed this time. I want the $29 reversed and $30 credited to pay business. This bank continues to be military friendly in name only. Just 6 months ago their lack of security caused me to have $50,000 hacked from my accounts due to their lack of security. They should treat me better for keeping my accounts there. Im easily phone call away if there is a question.

  Business Response

  Date: 03/31/2023

  31 March 2023 
  

  Dear *** **********: 
  

  Your recent concerns which were submitted via the Better Business Bureau, Complaint ID number ********, have been referred to me for a reply. Thank you for taking the time to bring your concerns to our attention, and for providing us with the opportunity to respond. 
  

  We have researched your concerns. Our records show on 3 February 2023, an Automated Clearing House (ACH) debit in the amount of $566.64 was presented for payment from your checking account ending in ****. Your savings account ending in **** is linked to your checking account ending in **** for funding purposes; however, at the time the item was presented for payment, the balance in your checking account was $545.37 and the balance in your savings account was $0.00. Therefore, the transaction was returned unpaid due to insufficient funds, and a returned item fee in the amount of $29.00 was properly assessed in accordance with Navy Federal's Schedule of Fees and Charges, which may be viewed at navyfederal.org. We attempted to contact you on 1 March 2023 regarding this matter, but we were only successful in leaving a voicemail. On 1 March 2023, we refunded the $29.00 returned item fee as a member courtesy. 
  

  In order for us to review for reimbursement the fee charged by the merchant, please provide documentation of the fee that was assessed. The documentation must include the merchant's letterhead, as well as the transaction date and amount. You may submit the documentation through an eMessage. Once you have logged into Navy Federal Online Banking, you may select the "Messages" link, then the "Send us a message" tab. You may also fax the documentation to 703-206-4244, "Attn: Savings and Checking Operations." 
  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, 
  

  Jaspreet C*****

  Senior Vice President, 
  Savings Product 

• Initial Complaint

  Date:02/08/2023

  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 was scammed and this bank has done nothing to help the problem. I have waited multiple hours on the phone. The guy named ****** claimed to be a supervisor but did not give me an id number when asked. He did not understand what I was saying to him about fixing this issue. They returned the money to the account that was closed than would not fix it. This has been a disaster of an experience with this bank.

  Business Response

  Date: 03/14/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member on 03-14-2023.