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

  8102 Blanding Blvd Jacksonville, FL 32244-7500

• 

  Navy Federal Credit Union

  909 SE 1st Ave Miami, FL 33131-3030

• 

  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:01/31/2023

  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 working with *************** services to pay off two accounts with navy federal. I closed out these accounts and a checking account, I even received a refund on September 20, 2022. I was told ALL accounts were settled and paid in full. On December 10, 2022 | discovered account **** was showing not only not closed, but navy federal customer service advised I owed the full $10k+ balance. Since then century has provided all payment records to navy federal and they are saying I still owe them $100. I don't owe anything. They are still reporting account **** as delinquent. I want navy federal's error resolved immediately. I want my fulfillment letter emailed to me asap. Their error is affecting my credit, doesnt feel legal. Is it time to contact the Federal **************** and the ************************* Im seeking corrections to all three credit bureaus; I want my fulfillment letter emailed to me for both accounts **** and ****

  Business Response

  Date: 03/21/2023

  21 March 2023 
  
  Dear *** *****:

  Your complaint filed with the Better Business Bureau on 31 January has been referred to me for response. 
  We have researched your concerns. Our records show that you opened a personal expense loan account ending in on 20 June 2018. This account became a loss on 29 May 2019 with an outstanding balance. On 8 September 2022, the account was settled in full for $7,114.00. We have updated the account records to reflect the account as settled. No further collection activity will occur for this account. 
  Our records also show that you opened a credit card account ending in on 22 July 2018. The account became a loss on 28 April 2020 with an outstanding balance. On 7 September 2022, this account was settled in full for $4,040.00 and no further collection activity will occur for this account. 
  On 14 March 2023, a copy of the letter confirming settlement of the accounts was mailed to your address of record, in accordance with your request. 
  We have reviewed your tradelines with the four nationwide credit reporting agencies and discovered a discrepancy reflecting for your loan account ending in 9778. On 16 February 2023, we submitted a request to the credit reporting agencies to update their records. Please note that it may take up to 60 days for the update to reflect on your credit file. 
  Should you have any further questions regarding your accounts, please contact our Recoveries Department at 1-800-336-3767, extension *****, between the hours of 8:00 a.m. and 6:30 p.m., Eastern time, Monday through Friday. 
  

  Sincerely, 
  Melissa *. N******* 
  Assistant Vice President, 
  Personal Finance Management/Recoveries 
  

• Initial Complaint

  Date:01/27/2023

  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 am retired. Received my SSA direct deposit. I tried to transfer money from one checking account to another. The funds were diverted to my credit card account. I tried transferring again and it happens. Navy said I had to wait 24 hours to get funds. By the time I did, the OOPS account hits my account with no funds in it, Navy takes no responsibility and stated that the money was in my account. If that were correct, how could an ACH be declined and an ATM transaction if the funds really were transferred to the correct account. Navy said, I may have made a mistake. But I transferred funs twice in the same day? I changed banks and cancelled OOPS. Its a new form of predatory lending. I know folks that owe Navy Federal every month, pay outrageious fees and can't close there accounts. I didn't keep quite. I didn't want another FREE ****** oops. I cancelled OOPS. In the end my payment was cut in half, fees never disclosed, only some of them. I have evidence, text messages, pictures of transactions and Navy refused to even *******. They prey on you. Remember 10 to 15 years ago Check Cashing Services lent money with high interest and you could never pay them off? Well now quietly, its being done again. To shut you up, Navy gives you another ****** for overdrafts but you will pay far more than $500 and never no the true amount that was taken.

  Business Response

  Date: 05/08/2023

  3 May 2023

  Dear **** ********: 
  Your complaint filed with the Better Business Bureau on 2 February 2023 has been referred to me for a response. Please excuse the delay in our reply. 
  We have researched your concerns. As advised in our response to Consumer Financial Protection Bureau complaint number ******-********, our records show that on 27 December 2022, you enrolled your checking account ending in **** in Navy Federal's Optional Overdraft Protection Service (OOPS). On 30 December, OOPS was used to pay a debit from ******* in the amount of $201.93. On 3, 9, 10, and 12 January 2023, OOPS was used to pay an ATM transaction in the amount of $100.00, $60.00, $20.00, and $20.00, respectively. An OOPS fee in the amount of $20.00 for each transaction was properly assessed in accordance with Navy Federal's OOPS Disclosures, which may be viewed at navyfederal.org. On 27 January, pursuant to your request, OOPS was removed from your checking account ending in ****. On 7 February, pursuant to your request, the funding from your savings account ending in **** to your checking account ending in **** was removed. On 9 February, we waived $100.00 in OOPS fees on your checking account ending in **** as a member courtesy. 
  On 24 January 2023, an Automated Clearing House (ACH) credit of $1,354.00 from "*** ***** ***" posted to your checking account ending in ****. That same day, you completed mobile transfers of $1,300.00 and $54.00 from your checking account ending in **** to your credit card account ending in **** and checking account ending in ****, respectively. On 25 January, you contacted Navy Federal and requested that we reverse the $1,300.00 credit card payment you made in error. Our representative advised you that the full payment could not be reversed, as it would cause your credit card account to exceed its credit limit. Per your request, a partial payment reversal of $1,295.00 was credited to your checking account ending in **** the same day. On 26 January 2023, you completed a transfer of $1,251.00 from your checking account ending in **** to your checking account ending in ****. 
  On 24 January 2023, you attempted an ATM withdrawal of $40.00 from your checking account ending in 7625, which was denied due to insufficient funds. An ATM fee of $1.00 was properly assessed in accordance with Navy Federal's Schedule of Fees and Charges, which may be viewed at navyfederal.org. On 1 February, we waived the ATM fee of $1.00 on the checking account ending in **** as a member courtesy. On 25 January, your checking account ending in **** reflected an overdrawn balance of $428.04 at the close of business. On 26 January, funds in the amount of $428.04 were transferred from your savings account ending in **** to your checking account ending in **** to satisfy the overdrawn balance. The transfer was properly made in accordance with the Navy Federal Important Disclosures, which can be viewed at navyfederal.org. On 26 and 27 January, you completed a transfer of $500.00 from your checking account ending in **** to your savings account ending in ****. 
  Should you have any further questions, please feel free to contact ****** *******, Savings & Checking Operations Specialist, Savings & Membership, by calling ###-###-####, between the hours of 8:00 a.m. and 3:30 p.m., Central time, weekdays. 
  

  Sincerely, 
  
  Jaspreet C***** 
  Senior Vice President, Savings Products 
  

• Initial Complaint

  Date:01/19/2023

  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.

  I checked my credit report and noticed I had a recent late payment from NAVY FEDERAL CR UNION . With Covid-19, economic hardship, and a new born, I fell down on my responsibilities. As you can see, I have made ALL of my payments on time so I am asking in goodwill faith for this one time to please remove one late payment from my account. I am trying to increase my score to qualify for a mortgage refinance as well and I would greatly appreciate if you guys would forgive the late payment.

  Business Response

  Date: 03/08/2023

  8 March 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 you established a Navy Federal credit card account ending in on 10 February 2020. Additionally, a second credit card account ending in was established on 11 September 2020. 
  We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your credit card accounts. While we empathize with the difficulties you have experienced, we will not request the removal of valid data from your credit file. 
  We are grateful for your membership, and I regret that a more favorable response could not be provided. If you have any questions, you may contact us toll-free at 1-888-842-NFCU (6328) anytime. 
  Sincerely, 
  Lisa P****** 
  Assistant Vice President, 
  Credit Bureau Furnishing & Disputes 
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  I received notice that my bank account had been closed and put under investigation for a bounced check from a representative over the phone. I later called 15 days later because he stated that my funds would be mailed to me. The lady I spoke with that day stated that it was suspicious activity on the account which is why it was put on hold. I explained to them over the phone and via message center that the money from this check that they speak of was never deposited into my account. The amount that was sent to me was 20,000 in all from another navy federal member and it was sent member to member via app so there was no reason for my account to be under investigation and they could take that money back but I needed access to my funds for business purposes. They proceeded to ask about deposits that came directly from my merchant which had nothing to do with the actual situation but I still explained to them. They then went on to tell me about how my llc isn't used for that. I explained though my LLC name is ** ***** I have a dab for it to use for my restaurant. They asked for paperwork to prove that and I submitted as requested. The forms I submitted were forms from the ************** for my DBA, my agreement with Toast (point of sales) and another form stating they are the institution that sends payments from their other business name since it doesn't show up as ***** payments but instead ******** payment. They closed my account yet the user who sent the funds to me still has their account. I asked them about it and asked if they could just release my funds that were already in my business and personal account which was around 100,000 total. They said no and the lady also said that there is no time frame on the investigation and that they get to it in the order they receive them. It has been months and they will not give me the slightest update.

  Business Response

  Date: 03/14/2023

  8 March 2023 
  
  Dear *** ******: 
  
  Your concern which was submitted via the Better Business Bureau on 23 January 2023 has been referred to me for a reply. 
  We have researched your concerns. Our records show that your accounts were restricted due to activity that is outside of Navy Federal's acceptable level of risk. The restriction was appropriate and will remain. You remain responsible for the activity on your accounts and any balances owed. You may withdraw the remaining funds from your accounts at any Navy Federal branch. 
  Should you have any questions, please contact Robert S*******, Vice President, Security Operations Center, at 1-571-391-2860 between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, weekdays. 
  Sincerely, 
  Chip K
  Senior Vice President, Security 
  
  

• Initial Complaint

  Date:01/14/2023

  Type:Sales and Advertising 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.

  This has been the worst financial institution I have done business with. On December 23, 2020, I refinanced a vehicle with Navy Federal Credit Union (NFCU). The interest rate was low and I set up automatic payments to make sure my payment was sent out on time. Over a year went by and everything was fine. Last month, as I was preparing my finances for taxes, I reviewed my bill and noticed my interest rate had increased by over four times the agreed amount. Upon further review of my statement, I learned of late fees and my payment had increased by almost two hundred dollars. I immediately called NFCU customer service and spoke to a representative who advised that they had not received a copy of the Certificate of Title and according to the original contract; it was my responsibility to make sure they received the tittle within 60 days. I explained I was not aware of this problem and would look for the title and send it back once I found it. The representative told me NFCU had tried to notify me by ground mail but there had not been a reply. I advised the representative that I have had the same e-mail address and telephone number since 1997 and that he could reach me at any time. I also questioned why it took almost a year and a half for NFCU to try to contact me. The representative told me the interest rate would be reinstated and credited for the additional charges once they received the Certificate of Title. Today, I contacted NFCU customer service and advised I had located the Certificate of Title to the vehicle and wanted to confirm the credit for the extra charges. This time, I spoke to Managers ****** and *****. They both told me this problem was my fault because I had an obligation to turn over the title within 60 days, that they would not credit any of the money that had been overcharged and that my interest rate would remain at 15.85%. I offered to pay the account in full if the extra charges were removed but they both refused. I am extremely disappointed with this bank and I find their behavior to be predatory. I have tried to resolve this issue by offering to pay off my account and all I asked was that they honor the original interest rate and remove the charges they added without giving me timely notification of the problem (16 months). I strongly believe that I have acted in good faith. Finally, I find it extremely disappointing to find a financial institution who claims to help service members and veterans to take part in this type of abusive behavior.

  Business Response

  Date: 02/15/2023

  We have researched our member's concern. Our Collateral Control called ***************************** on 14 February to provide a detailed explanation for what to took place with his account. Our member understood the explanation. We also informed him that we will email him a copy of his signed promissory note for his records to review.

  Customer Answer

  Date: 02/28/2023

  [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:01/11/2023

  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 noticed I had late payments from NAVY FEDERAL CR UNION on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.

  Business Response

  Date: 02/20/2023

   17 February 2023 

  Dear *** *******:  
  

  Your concern submitted via the Better Business Bureau, ID number ********, has been referred  to me for a reply. Please excuse the delay in this response.  
  We have reviewed your concern. Our records show that on 5 May 2020, you established your  Navy Federal used vehicle loan account ending in ****. We are unable to remove late  markers that are not the result of Navy Federal error.  
  

  We have confirmed that we are reporting accurate information to the four nationwide credit  reporting agencies regarding your Navy Federal used vehicle loan 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

• Initial Complaint

  Date:01/08/2023

  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.

  1/8/23 around 11:53 CST I called in for assistance as there was a mistake made on my account. I filed a dispute against ******. I ordered two of the same items and they only sent one. They refused to replace the n that wasn't sent. So I sent pictures of the box to ****** and navy federal showing how only one can fit in a box to get a resolution for the missing one. Its been weeks and I returned the other as I bought some from **** *** instead. They investigator closed the claim thinking the refund for the one I returned was the refund for one that was missing. ***** said I had to message for an appeal and thats the only option. I advised thats incorrect as there was a mistake before and a representative was able to reach out to the department and explain the mistake. As it isnt an appeal. Its incorrectly closed and investigation is still needed. I still never received the second item hence the claim. However ***** was telling me to file an appeal and it was the only way. I was telling her that this mistake happened before and an agent was able to contact the department and explain the issue to get it resolved. So it wasnt the only way. While I was talking she put me on hold without permission. She came back and I advised her that was rude and I was talking. So no active listening on her part. She didnt ask for permission either. She laughed at me. Then started being passive aggressive and snobby. She didnt have a care in the world. Her tone changed to her talking down to me like a child as well. I gave her details in the beginning and she started asked the dispute for who which again turns around to mean she wasnt actively listening to me. I asked for her name and she again used a different tone from the beginning of the call to a snarky one and spelled her name. She sarcastically asked if she had my permission to put me on hold.

  Business Response

  Date: 03/17/2023

  16 March 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. 
  Our records indicate that on 5 December 2022, you filed a debit card dispute with Navy Federal against ****** in the amount of $69.28, stating that you ordered two of the same items, but only one of those two items arrived. During our investigation into your claim, we discovered that a credit of $69.28 from ****** was issued to your checking account on 21 December; consequently, your Navy Federal debit card dispute was closed. 
  We currently have no evidence of your returning the item in question. To pursue your debit card dispute for $69.28, you will need to provide us with a tracking number for the returned item. This information must be received before 31 March. 
  Please note that the phone conversation referenced in your complaint has been reviewed and we found that the service that you received is not of the quality that we strive to provide. Every effort will be made in the future to provide you with the courteous and efficient service to which you are entitled as a member of Navy Federal. 
  Should you have any questions, you may contact Mr. H***** at ************, between 7 a.m. and 3:30 p.m., Central time, Monday through Friday. 
  

  Sincerely, 
  
  Tynika W***** 
  Senior Vice President, Debit Cards 
  

• Initial Complaint

  Date:12/31/2022

  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.

  On December 28, 2022 i sold my vehicle for $37,395, the other party is also a navy federal credit union customer so she pulled the loan put through Navy Federal. The other party picked up the check from the branch in long beach california, the check was issued in both our names so we went to the branch in ontario california to cash it. They said funds would be available same day. So i did a navy to navy transfer and they closed and restricted both parties accounts. Its the week of New years i have been out of town with my kids on vacation and cannot get home because they locked the account for fraudulent transfers. When i call they do not release funds because they said the check was fraudulent and they have to verify the check. I told them the check came from their bank and they still have no resolution. I am stuck out of town with not a penny to my name. I am sleeping in my cat with my kids with no food and a car that was sold basically for free. Please help me as this is urgent. None of the activity was fraudulent i made every transfer and the check was legit.

  Business Response

  Date: 03/09/2023

  8 March 2023 
  
  Dear **** *****************:

  Your complaint filed with the Better Business Bureau on 10 January has been referred to me for a response. 
  Our records indicate that on 29 December 2022, your account was restricted due to activity that is outside of Navy Federal's acceptable level of risk. We have determined that the restriction on your account will remain, and you remain responsible for the activity on your account. 
  If you have any questions, please contact me at ************, between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Robert *. S******* 
  Vice President, 
  Fraud Operations 
  

• Initial Complaint

  Date:12/28/2022

  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.

  Complete failure to provide services. My login credentials to their website never work longer than 24 hours, requiring me to hopefully have time to call and solve the issue over the phone every time. Effectively preventing me from viewing/managing my student loans or viewing/understanding my responsibility to repay or understand the contract of my loan when it is convenient to me, as I understand the website exists for my convenience and serves as the only place my loan information exists since we live in the paperless era of business. I cant continue having a panic attack for the next 15 years every time I need to fulfill a loan payment/view loan balance/read any agreements or contracts I have with Navy Federal. My main concern is that my contract or agreement can be changed without my ability to view it/understand/contest it or that my sensitive personal and financial information is compromised by their fragile internet service.

  Business Response

  Date: 02/06/2023

  Navy Federal has researched our member's concern.  A letter was sent directly to our member via eMessage on 6 February 2023, in response to this matter. 

• Initial Complaint

  Date:12/23/2022

  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.

  I did not agree to turn my credit card back on from the freeze status after finding a fraud charge and then have my account go into non payment status which reported to the credit agencies. I try to communicate with ***** the supervisor but she is of no help so I request a call back from a manger and after four days no one has tried to reach out to me. I am a fairly new member of this credit union and so far I am not impressed with the service as I explained in this complaint the consequences I am now forced to deal with for an error from the bank. I have more than enough to pay the credit card but when they change the account number now my payment bank cannot send in the automatic payment. BAD EXPERIENCE! Contemplating my future with this credit union. Go back and listen to the initial conversation with the fraud team when I froze the account.

  Business Response

  Date: 03/14/2023

  14 March 2023 
  
  Dear *** *********: 
  

  In reply refer to: 
  

  Your concern which was submitted via the Better Business Bureau has 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. Navy Federal takes the security of our members' assets seriously. Our records show that on 23 December 2021, you established your Navy Federal credit card account ending in ****. On 12 September 2022, you contacted Navy Federal to report unauthorized charges to your credit card account. The Navy Federal representative you spoke with initiated the proper account compromise procedures; however, we did not receive your authorization to complete the procedures. On 16 November, you contacted Navy Federal to verify recent account transactions, and we determined the transactions were unauthorized. Consequently, the credit card was shut down to safeguard your account, and a new credit card ending in **** was sent to your address of record. We regret any frustration or inconvenience you may have experienced regarding this matter. 

  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, please contact us toll-free anytime at 1-888-842-NFCU (6328). 
  

  Sincerely, 
  ****** ** ******* 
  Assistant Vice President, Contact Center Resolution

  Customer Answer

  Date: 03/15/2023

  [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 per the conversation with your customer service rep, we agreed my card would remain in open status and frozen while I paid off the initial transfer (The reason I opened the card.)
  
   The conversation I had with the banking rep clearly explains my grievance. How come your bank turned my card back on under a different card number when I did not give permission, thus disallowing my auto payment and then receiving a late payment to the credit agencies? We made the agreement at the initial phone call. I did not request a new card number and had I known I could have made arrangements to pay my obligations but I feel I was blindsided. I have waited a long time for a response from your office and now after Months of no response it seems you did not listen to the initial conversation between  me and your rep. I clearly stated to keep the card available to receive incoming payments but to freeze it. Your rep offered this solution so this was my decided choice for the remainder of the cards promo period, which was nearly over at the time. After such a long wait for a response from your office I would have expected at least a courtesy phone call. I am a new customer at Navy Federal and this event has really left me feeling vulnerable to mistakes beyond my control and a lack of interest from your office to resolve a banking issue. How come it's taken so long to respond? Had the rep told me I had to shut the card off I would have done so but as per my conversation with your rep I was told otherwise.
  
  ***** *********
  

  Business Response

  Date: 05/24/2023

  From: <[email protected]>
  Date: Wed, May 24, 2023 at 1:28 PM
  Subject: ##BBB Complaint ID ********, ********* (Rejected BBB)
  To: <*******@mybbb.org>
  Cc: <[email protected]>
  
  
  Good afternoon *** ******,
  
  Navy Federal has researched our member's concern. On 26 April and 24 May 2023, our member service representative spoke with *** ********* and our member indicated his satisfaction with the information provided to him.
  
  Thank you,
  
  Navy Federal Credit Union
  

  Customer Answer

  Date: 05/24/2023

  [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,
  
  
  
  ***** *********