NAVY FEDERAL CREDIT UNION
Consumer Complaints
There are over 5340 complaints on file for NAVY FEDERAL CREDIT UNION. Dated between 2019-12-16 and 2011-12-05.
Complaints Page 18
2019-08-15
Alta, IL
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-15
Newnan, GA
Closing an account
Checking or savings account: Checking account
Company closed your account
Complaint: XX/XX/XXXX, I deposited a check into navy federal credit union that was given to me by the check maker. I used mobile deposit as I did frequently before as I do not live in close proximity distance to the branch. Subsequently, the funds were expected to clear the item were placed on a 7day hold by the maker 's financial institution unbeknownst to me. The check was returned due to uncollected funds. This action was unintentional and rare mistake that I cleared up with NFCU immediately upon becoming aware of the issue. Branch and Phone reps stated that my account was still open, active but my online access had a temporary restriction. I needed to come into the branch, make a cash deposit and request my online access back. After 15 days, I called and spoke with a phone rep to check the status of my appeal. That is when a security rep. got involved. Unaware of the situation this person stated they was placed a permanent restriction. I asked to talk to the person to explain the story and they stated they would not talk and that would be the final decision. I asked for someone over them and they sated it was no one over them. They also told the rep DO NOT CONTACT them back regarding this matter. Even though I had did all the proper things to get my account back in good standing an alert was placed on my account to restrict and terminate my membership. They sent out a letter that stated my activity was more than the bank allows. I do not understand how when all I ever did with my account was normal banking activities. Funds were replaced and no losses were taken. After that decision, I did another appeal because I feel as though that person was discriminating against me and made a personal choice using their powers. I made several calls to try to get a better understanding or explanation. NFCU failed to respond to any of my appeals. I continued to call speaking with several different reps that stated this was a rare and unfair decision. I value my membership which is why I continue to fight as I know I did nothing to deserve this termination. NFCU was my primary bank. I owned several products including a credit card which I am still paying faithfully, never late. I been with them for 4 years and this was the first issue I ran across yet I was terminated. My family and friends banks with them which is why I feel categorized against. I honestly feel like I am being victimized. On XX/XX/XXXX, I sent another appeal and called to check the status. This rep. understood my story and apologized. She call security department. The security guy handling the call stated he would be more than happy to assist due to the circumstances however the first person made the restriction a permanent so there was nothing he could do. Again, without taking into consideration my account history, my guaranteed direct deposit, and my loyalty a decision to terminate my membership. I am writing this complaint in hopes that this mischievous and prejudicial decision of terminating my membership be reassessed. My fianc whom is a US XXXX XXXX Veteran and I are purchasing a house through NFCU mortgage and this restriction impede this process. I have worked in the XXXX XXXX for 10+ yrs and are aware of certain penalties but not termination of accounts when no fraud exist. This termination is affecting my day to day life tremendously. I demand the decision be overturned due to discrimination and unfairness. I strive to get help at a higher level as NFCU has not been so responsive.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Grovetown, GA
Managing an account
Checking or savings account: Checking account
Fee problem
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Alta, CA
Communication tactics
Debt collection: Auto debt
Frequent or repeated calls
Complaint: XX/XX/2019 I received a phone call from Navy Federal Credit Union in regards to a debt. Upon answering the phone, the individual on the line simply asked if I was the account owner and proceeded to disclose information related to the account. I was told the exact amount of money owed on said accounts, the nature of my past communications with the bank ( citing exact details about the phone call ), all without actually verifying my identity. Once I presented the question " Aren't you going to verify my identity? ", I was told that as long as they had my name there was no further verification necessary.
They stated on multiple occasions that this is to be standard procedure and the supervisor I spoke with read off the Navy Federal Policy on out going calls. Had this been a phone call regarding something trivial, that would be one thing. But the representative on the line insisted that I was in the wrong and this procedure was acceptable. After getting off the phone I called NavyFederal to speak to a supervisor in a department outside of collections and the employees in those departments had a contrasting and profusely apologized for the incident. I don't know how this works, and even though it was me in fact answering the phone, that doesn't mean it won't impact somebody else in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Jacksonville, FL
Opening an account
Checking or savings account: Checking account
Unable to open an account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Holland, VA
Managing an account
Checking or savings account: Checking account
Fee problem
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Irwin, PA
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Can't use card to make purchases
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Statesboro, GA
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
South Florida, FL
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: Back in XX/XX/XXXXof 2018 I started receiving Fraudulent activity on my account I let navy federal know about it they didn't do nothing to protect my account they deny my claims and then froze my account saying that I can't use for 1yr until XX/XX/XXXXof this year, so I got my Financial aid check from my school and then they basically told me that I will have to pay them 200 dollars to unlocked my account but they saying the reason why because there was a charge back of XXXX and 30.00 but they can not give me what the Institution name but I don't know why if I let u know that I have Fraudulent activity on my account I let them know I didn't make that deposit because I had to sign a Affidavit saying it wasn't me
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Brooklyn, NY
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
Keezletown, VA
Closing an account
Checking or savings account: Checking account
Can't close your account
Complaint: My maiden name is XXXX. i was married in XX/XX/XXXX. I moved to my husbands home in XXXX and opened another account here. My account was never locked until i attempted transfer my money into my new account. Now they wont allow me to access any of my money. They say I have to prove my identity by coming to their branch over 65 miles away even though i have verified my id by correctly answering all their questions. They claim my account was locked since XX/XX/XXXX but i have had full access to all my funds including ATM access up until I attempted to change banks. i offered to provide my ID via email which is acceptable for most government agencies. This bank is refusing to give me {$3300.00}. I want my money!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
Hampton, VA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I have first and second mortgages with a credit union taken out in XXXX and XXXX respectively.
I filed a Chapter XXXX bankruptcy in XXXX that was converted to a Chapter XXXX in XXXX. I also had a car loan and 2 installment loans with the same company. Upon converting to Chapter XXXX, I reaffirmed the car loan and the installment loans. These loans have subsequently been paid in full. Payment history was given to the credit bureaus each month.
Virginia bankruptcy law does not allow the reaffirmation of mortgage loans, therefore, I was unable to reaffirm those loans. I have paid these loans on time every month, before and after filing the Chapter XXXX. My payment history for the mortgage loans is not being reported to the three credit bureaus.
I was told that they choose not to report because I am not " truly obligated '' to pay because the loans were discharged. I can continue to make the payments and when the loans are paid in full the deed will be released.
I get mortgage statements every month, pay the bill via bank transfer, my homeowners insurance and taxes are paid from an escrow account, and I receive documentation for tax purposes at the end of the year. Everything is handled by this credit union except the bureau reports! This is arbitrary and capricious and disparate treatment. I pay my bill on time like other customers who have not found it necessary to file for bankruptcy protection. Why are my payments not reported?
I was told that I could always refinance with another institution. I currently have a 4 % first mortgage.
Not having my current mortgage payments reported, has had a detrimental impact on my credit score. Therefore, refinancing will cost me thousands of dollars and add years to the loan. This is not fair! Why does a non-reaffirmation of a mortgage prevent the reporting of my true and actual payments to the credit bureaus?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
Duluth, MN
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with customer service
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
MA
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: Navy Federal Credit Union has frozen my account access online, in person, and is rejecting ACH transfers costing me $ XXXX/Nonsufficientfund requests that I had made totaling {$270.00}. The account has been frozen since XX/XX/2019, and conversations with their customer service has gotten no response. Customer service refuses to give a reason for the freeze or a time table for resolution. I was told that a representative would call me " at some time, '' but no actual range of times were given for the call to arrive.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
Newnan, GA
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: I have an account with Navy Federal Credit Union. The account has been opened for over 30 days. I made a deposit of XXXX. It was a check drawn off of XXXX XXXX. They put a 5 day businesss hold on it. I called on Moday to get it released. I was told only the branch could release it. They wouldnt give me the branch phone number, they wouldn't take my complaint, nor let me speak with a supervisor. They claim they don't verify funds over the phone, but I know they have a system. I didnt even ask for all of it to be released. Just half of it so that I can put gas in my car or buy food. I reached at via XXXX. they were supposed to call me around XXXX. No one called. When I messaged them they said they had to make a phone appointment. Nothing. They have no intention of trying to resolve this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2019-08-13
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
Pnte Vdra Bch, FL
Getting the loan
Payday loan, title loan, or personal loan: Installment loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
Mboro, TN
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-12
Moapa, NV
Opening an account
Checking or savings account: Savings account
Confusing or missing disclosures
Complaint: On XX/XX/2019, I attempted to open a savings/CD account with the XXXX NV branch of Navy Federal Credit Union. As we met with the Service Rep XXXX, she asked for my social security number within in ear shot of another member conducting business with the Senior Service Manager nearby. I told her I was uncomfortable with saying it so I wrote it down and handed it to her. XXXX typed the information into the computer and printed out documents. As this happened, the Senior Service Manager handed a stack of documents to the nearby customer and he walked out. XXXX then went to the printer which was now empty, she asked her coworker/Senior Service Manager if he had seen the documents that XXXX had printed for my account. The Senior Service Manager informed her that he had given the documents in the printer to the previous member. XXXX was unhappy with this but proceeded to print out new documents for me to continue opening my account. When she handed us the second document, my wife noticed that the document was pre-filled with my name, birthday, social security number, and access number. I asked XXXX if that was the document the Sr Service Manager had given to the other member. She confirmed it was, but claimed it was blank. I told her to talk her Senior Service Manager and she called him over, I asked if he had given my information to the other member and he denied it. He claimed it was a blank copy. I asked why he gave a blank copy to the other member and he had no answer. At that point I cancelled my signup and informed the branch manager ( XXXX ) about what had happened, and she also had no answer as to why the Sr Service Manager would give blank documents to the member if he had verified them all as he claimed. Again she had no answer, but she said she would call the other member and see if he had received any extra documents. I told her I was unhappy that I had come in to sign up for service and I am now worried my information is compromised. I asked her to send someone to contact the member and retrieve the documents and she refused. I called Navy Federal customer service to file a complaint, they repeatedly me told me that the complaint would be filed with the branch manager XXXX, who had already refused my request to retrieve the documents.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-11
San Diego, CA
Advertising and marketing, including promotional offers
Credit card or prepaid card: General-purpose credit card or charge card
Didn't receive advertised or promotional terms
Complaint: I have applied and got approved for the NavyFed Flagship Rewards Credit card last XX/XX/2019. With the Promo of spending {$4000.00} within 90 days and earn 50,000 bonus points. Last XX/XX/2019 I have completed the spend requirement of {$4000.00}. I have called last XX/XX/2019 @ XXXX & XX/XX/2019 @ XXXX spoke to XXXX and I was informed that I have met the spend requirement and my bonus will be on my account 6 to 8 weeks. I have also went to Navy Federal Branch in XXXX XXXX, XXXX XXXX CA last XX/XX/2019 and the banker checked my account and has confirmed that I have met my spend requirements and bonus will be on the account 6 to 8 weeks. I am also attaching a secure message last XX/XX/2019 from Navyfed which confirms that spend was met and bonus will be deposited 6 to 8 weeks. It has been 12 weeks since I met the spend and no bonus ( XXXX ) rewards points was deposited on my account as it was confirmed several times. I feel that the advertisement is misleading and I should get my entitlement of the ( XXXX ) points and or get compensated with additional bonus aside from the advertised.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2019-08-10
Stevenson, MD
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I made a purchase of merchandise costing {$500.00} and was told to send the money via XXXX on XX/XX/2019. Once this was done and verified the recipient was unreachable. I called my bank and they informed me that there was nothing that they could do And told me to contact XXXX. They said that we could do a dispute but there was no guarantee that it would go in my favor.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-10
Oxford, GA
Problem caused by your funds being low
Checking or savings account: Checking account
Non-sufficient funds and associated fees
Complaint: I had a situation where I signed up with a company that do not exist. No address, phone is disconnected, offices that he rented out the landlord stated they have been looking for him for the past 9 months, I even Got police in the different countys to locate the gentleman thats how I discovered the scam. I spent a total of {$850.00} on to separate debit cards. When I called the company a it just disappeared in thin air. So I contacted navy federal and XXXX to dispute the charge. I sent both banks the same information such as the text messages, even the scam report with the companies name and the gentleman that signed the agreement mug shot stating that he creates companies to scam them out their money. XXXX was wonderful with giving me back my money. And assisting me with the fraudulent activity. However navy federal didnt even send in the dispute they denied me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-09
Aurora, CO
Managing an account
Checking or savings account: Other banking product or service
Banking errors
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-09
Tarzana, CA
Opening an account
Checking or savings account: Checking account
Account opened as a result of fraud
Complaint: I was alerted via XXXX XXXX ID Theft protection service that an account was opened under my social number with Navy Federal Credit Union on XX/XX/2019. The bank did not verify that the social securitynumber did not belong to the person opening the account. It also ignored the fact that I had place a security freeze on my social security number with all three agencies. I have filed a report with the bank a week ago and they aresupposed to investigate but they have not been forthcoming about how this happened and what damage hasbeen done to my credit file as a result. I have called multiple times.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-09
Ft Myers, FL
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation