ComplaintsforNASA Federal Credit Union

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I applied to open a new account a couple of days ago and I sent a message via NFCUs app and received the following rude and unprofessional response back from the unknown rep who responded: "[7/27/2023 10:39:59 AM] NASA FEDERAL CREDIT ...: As we explained earlier, we continue to experience very high volumes so the wait time is far longer than normal, as can be expected, and we cannot provide an ETA at this time though your rate is being held. We are doing everything in our power to work through the requests in a timely manner. If you are unable to wait and wish to cancel your application, you may do so here." If this is the kind of customer service I'm getting and I haven't even established an account yet then I'm sure it won't get any better afterwards. Ridiculous.

  Business response

  08/18/2023

  We would like to apologize for the experience.  With your feedback, we have implemented changes to the messaging.   Its through communications such as yours, that we can continue to refine touchpoints for member service and we appreciate you sharing your concerns with us. 
  

  Customer response

  08/24/2023

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

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the 3rd time now, I have money missing as well as transactions (balances) that dont add up (more than what I KNOW was there). Also, their transaction keeping is all over the place. Theyre far from chronological order. This Wednesday night (6/28) at approx. 11:02p.m. ET, I made a purchase on ***.com for $120.67my balance in my acct. was $124, purchase goes through and I have $4 left. I wake up the next day at 8a.m., I see the $4 balance, 2hrs later, I notice a balance of $26. I dont know where the $22 came from. I also see a charge from the hotel of $49. The booking was for the *****. I get informed by the hotel last night (29) that the funds werent paid. Im shocked. So now the question is, WHERE IS THE MONEY???? And before this bank tries to explain away with the whole, we process them as we get them bs, explain how that happens and the $49 charge was AFTER on the 29. Prime example is the deposit you see that says the 29, but it was actually done INSTANT deposit from my employer app on the 28. Why does it have the date of the 29 on it and its under transactions for the 28? I dont know whos doing the accounting for this bank but this isnt the first time. Another time happened 2weeks ago. And I called in and got hung up on when I told them the balances reported were none of my balances. The *** charge isnt even showing on my transactions. So where is the money??? You can see the confirmation number and time stamp & date of when I made the purchase. And if you try to include the $49 as an excuse, WHERE IS THE REST OF THE MONEY????? $49-$124=74.01

  Business response

  07/24/2023

  Thank you for contacting us with your concerns.  After review and investigation of this account, it was determined that authorizations were placed on the account and transactions were posted as received from the merchant. 

  We understand that you spoke with a call center representative on July 3, 2023.  The representative went through the transactions posting to the account from this merchant with you and as a result, you indicated you wished to dispute some of those charges.  

  The dispute is currently in process. If you need more detailed information that we cannot post in this forum, please feel free to reach out to us. We will be in touch with you directly regarding the results of the dispute. 

• Initial Complaint

  06/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  nasa fEDERAL cREDIT UNIION showed up on my credit report today as a hard credit hit. I NEVER APPLIED TO NASA FEDERAL CREDIT UNION. Remove this inquiry from my credit report NOW!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business response

  07/12/2023

  Thank you for reaching out to us with your concerns.  On 6/24/2023 you applied for an auto refinance through AUTOPAY.  Consent to pull credit was provided at the time of the application. AUTOPAY works with several lenders, and we are one of those lenders.  The hard inquiry is valid and therefore will not be removed.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted an application for a basic savings account two weeks ago. They state that their turnaround time is 24 hrs. I waited two weeks, only to be denied, which is absolutely ridiculous as I have exceptional credit. I was not given any reason why I was denied. I reject their denial.

  Business response

  06/20/2023

  Thank you for reaching out to us with your concerns.   We were unable to approve your application for membership.  On May 18, 2023, an adverse action notice with the reasons for denial was sent to the address provided on the application.   

  Customer response

  06/22/2023

  [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:
  

  The response given in the letter mailed did not state the specific issue with the application.  I want a specific reason as I've never been rejected this kind of account.
  
  Regards,
  
  *****************************

  Business response

  06/26/2023

  Thank you for reaching out to us with your concerns.   We were unable to approve your application for membership, as we could not authenticate the information provided.  On May 18, 2023, an adverse action notice noting this reason for denial was sent to the address provided on the application.   

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The NASA Federal Credit Union sent me a pre approved credit application. It had a good balance transfer option so I completed it online. I was immediately approved. I received an email requesting a utility bill and copy of my id. I uploaded both. I then received an email stating that they could not approve me. I was already approved. I was sending in information for them to complete the process. At no time was it stating that there was a question about approval. They even gave me the amount of the card $18,000. I sent them valid information that is easily verifiable on the credit report they obtained. I have two concerns. One that my credit took a hit for a hard inquiry on a preapproved card and second most importantly that they have collected my identification for some unknown reason and open an account that I didnt want because it was tied to the credit card.

  Business response

  05/18/2023

  Thank you for reaching out to us with your concerns. According to our records, you submitted a credit card application on April 2, 2023. At this time, you consented to the inquiry on your credit report. The initial credit card approval was contingent upon the receipt and verification of all requested information. Since the application information could not be verified through routine use of third parties, such as the credit bureau and other public records used to authenticate information, we were unable to approve the application. The application was denied solely for this reason and an adverse action notice was provided, accordingly.  As for the membership account you referenced, our research confirmed that an account was not opened.  
  
  
  

   

  Customer response

  06/27/2023

  [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:

  From: *********@***.com <*********@****com>
  Date: Mon, Jun 26, 2023 at 11:17 AM
  Subject: Re: Nasa CU Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  I do not accept the response from the business.
  
  There was no attempt to investigate and no further information offered as to the reason the application changed from approved to not approved after they received my picture identification.  My credit score is in the excellent range and my documents all matched the credit report.  They did not specify which information they could not verify and the automated system approval was overwritten by *** **** after a ****** search.  I spoke with his supervisor about the matter and was encouraged to reapply for a different response.  I only want the inquiry removed from my credit, I have no desire to do business with a company that has racists practices.
  
  Regards,
  
  ****** *****

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 16th or 17th of this year, I contacted Nasa Federal Credit Union to switch from a large monthly payment to 2 smaller biweekly payments. I set the first biweekly payment to be taken on March 20th, which it was. From that point on, I assumed the payment would come out every 2 weeks. The next payment was taken out on April 3rd as it should have been. However, on April 4th, Nasa FCU then took out the larger monthly payment as well. Today, we reached out to Nasa FCU to ask why they would take out a double payment and ask for help in resolving this issue. We were basically told that we wanted to set up double monthly payments. This is not true. When setting up the biweekly payments, I was instructed by a Nasa FCU on how to do this. I did as she instructed and thought that everything had been done correctly. Today, we were treated very rudely by the representative we spoke to. We just want to have the extra full payment returned to us as this is a mistake on behalf of Nasa FCU.

  Business response

  05/02/2023

  Thank you for reaching out to us with your concerns. I understand that you have spoken with one of our Team members they were able to resolve the issue to your satisfaction. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Loan account #******-** The loan officer gave me 2 payment amounts one with powertrain insurance $328.07 and without 289.12 which I was told I could cancel anytime. I canceled the insurance the 1st month but they will not adjust my payments

  Business response

  03/16/2023

  Thank you for reaching out to us with your concerns.  The extended warranty premium was included within the overall loan.  A refund check was received and applied to the principal balance on the loan in January 2023.   Just a reminder you can apply to refinance the existing auto loan with us one time to reduce the monthly payment if you wish.

  Customer response

  03/19/2023

  [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

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There's a hard credit inquiry in my credit by your company in my ******** credit report I have no recollection of applying for any loan nor do I have any loan, or credit with your company why is there an inquiry on my credit please delete this right away.

  Business response

  03/01/2023

  Thank you for reaching out to us with your concerns.   I understand that correspondence has been sent to you and the concern has been resolved to your satisfaction.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had things that already came out of my account (I checked my app to make sure) and at the time I still had funds I knew that I needed to transfer money to pay a bill to cover the billing. The bank charged me multiple fees for things that already had come out prior to the large amount so they took the large amount of my account and then billed me for all the smaller purchases creating multiple overdraft fees. It was unnecessary and the other amounts came out prior to the large bill This is fraudulent and unacceptable 4 over draft fees need to be returned the purchases occurred even prior to the auto debit

  Business response

  03/01/2023

  Thank you for reaching out to us with your concerns. A member of our management team has attempted to reach you a couple of times to discuss your concerns, since we are unable to discuss specific account details via this forum.  Please reach out to us so that we may discuss this in more detail.
  

  Business response

  03/14/2023

  Thank you for reaching out to us with your concerns.  I understand that you have since spoken with a member service representative and they were able to resolve the issue to your satisfaction. 

  Customer response

  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: I spoke with a representative regarding another concern not the attached this fee is still pending a response. The banking screenshot shows that this was not supposed to be charged. Please credit the wrongfully billed over draft fee
  
  Regards,
  
  ***********************
  

  Business response

  04/10/2023

  As a courtesy, we have refunded the fee as requested. In the future, we ask that you contact us directly prior to opening a case, so that we can review your account with you in detail. Thank you for reaching out to us with your concerns.

• Initial Complaint

  01/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I signed up for a 49 month CD. I was only required to deposit $10,000 to open the CD. I opted to deposit $250,000. Approximately 9 months later, I decided to withdraw $240,000 and leave $10,000. I was told if I made a withdrawal, I would lose all interest that was earned even if I left the $10,000. Therefore, I opted to withdraw all funds. $250,000 (my original deposit) was returned to me and not a penny over that amount. NASA FCU has sent me a 1099-INT (Interest Income) that indicated I received interest income of $863.00. Therefore, I am suppose to report to IRS that I received income that I didn't receive! NASA FCU didn't pay me one cent for using my funds. Yet, they claimed they paid me $863!

  Business response

  02/13/2023

  Thank you for reaching out to us with your concerns.   I understand you have spoken with a member of our management team, and they were able to address the concern as well as direct you to some additional resources providing verification of the same information with more details. 

  Customer response

  02/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was not paid the $863.80 shown on the Form 1099-INT.  Yet, NASA FCU expects me to pay interest on funds that were never paid to me.  The person that called kept repeating that I earned the interest.  But it was never paid to me.  I was refunded the exact amount of money that was initially deposited into the account.  Why have they refused to show me proof that I was paid the interest they indicated that I earned.  

  The response is false and therefore rejected!

  Regards,
  
  *****************

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