Business Profile

Credit Union

Navy Federal Credit Union

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Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Navy Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,261 total complaints in the last 3 years.
929 complaints closed in the last 12 months.

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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:02/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******* *** ********* LLC is committing fraud please read the following statement: Entertainment workers beware. Company's producing fraudulent material, citing it is from ***** ***** of ***, *** ****** of **** ***********, creating documents that are falsified to convince writers/authors they're seeking to purchase their books for film acquisition. Producing Letters of Intent forged, film acquisition offers, and using pay processor ****** to process $3000 for cinematic trailer orders. Posing as entities and companies they are not is illegal and this is a crime this company is currently committing and the public needs to be very aware of the predatory practices associated with this company. This entity posed as someone granting permissions rights and fraudulently posing as someone they were not to gain payment for something they did not have the authority with falsified documentation, forged signatures belonging to notable producers and entities in media, voiding any agreements due to unlawful procurement, targeting of a disabled person. Evidence was presented and the primary person was ****** *******, whom perpetuated fraud, felonious forgery, and impersonation on behalf of ******* ***. I reported this to every possible agency, showed countless amounts of documentation, and NFCU tried to insist - after not responding to any of my updates queries, that I paid for a service or product that I never received because within 24hours of discovering that these people had conned me with lies and committed felonious crimes across multiple states, filed the reports with all the proper entities in order to both make consumers and the public aware that authors were being targeted and also to get my hard earned monies back. No product was ever received or produced, and somehow nobody at the bank checked any documentation which came from the publisher, lawyers, to attest that these people had committed a crime to scam me out of my money with false pretenses. NFCU allowed it.
Customer Answer
Date: 02/28/2024
Navy Federal Credit Union did finally get me my refund back but it required me going through months of stress and lots of mistreatment, refusal to accommodate my disability, and disparaging treatment from those I reached out to for help. At the end of fighting for nearly 3 months, I finally used Sprint Relay to spend several hours on a chat with ******* from Dispute Department who apologized profusely and told me I owed them no apology of my own and that she would ensure I got my money back. She asked me to give her one week and the monies were returned to me within 2 days after the chat. However, that doesn't exonerate NFCU from the several instances from more than 5 different agents that were in direct violation of my ADA rights under the law and my multiple requests for someone to assist me in the formats I asked for. NFCU's agents also threatened to terminate my means to communicate via chat and email while I requested them to review their findings again. Had I not asked me in upwards of 5 times to review their findings, nor turned in the reports to the various entities I have then nobody would have helped me and the way NFCU treated me for several months until I spoke with ******* was reprehensible - as if I were the criminal for turning in true documentation and attesting to a large-scale scam that needed addressing by the proper federal and state authorities. I am happy my main issue of having my money returned occurred, but the report made for my experience still needs to be addressed so that no one else is treated how I was when trying to do the right thing regarding reporting unlawful scams and illegal activity that targets banking consumers.
Initial Complaint
Date:01/03/2024
Type:Billing Issues
Status:
UnansweredMore 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.
RE:NAVY FEDERAL406095XXXXXXXXXX NAVY FEDERAL **************** I am writing you this statement regarding payments that were marked late by NAVY FEDERAL CREDIT UNION for the following accounts on the following date(s): 12/2023, ,11/2023, 10/2023, 9/2023, 8/2023, 7/2023, 6/2023, 5/2023, 4/2023, 3/2023 2/2023 It is my understanding that per 15 USC 1681(a)(2)(A)(i), my consumer report should not contain information solely as to transactions or experiences between the consumer (me) and the person (navy federal credit union ) making the report. Payment history and the late payments associated with payment history negatively impacts my consumer report and are considered as part of my transactions and experiences between your company and me. Furthermore, I am requesting that you provide me with, in writing, the reasonable procedures (according to 15 USC 1666(b)) that you have adopted to ensure that each periodic statement is mailed to me (the consumer) not later than 21 days before the payment due date. Include also, all the information required by Section 1637(b) of Title 15. Navy federal have 15 days from the date that you receive this statement to provide me with the information that i am requesting. If they do not provide this information in the allotted time given, then it will be assumed that they cannot verify the late payments on the dates specified above (lacking reasonable procedures to ensure the accuracy of my account) and I would timefore request that you remove the late payments from my account and consumer report with the following consumer reporting agencies (*******, ******** & ********** or all that apply) and update the accounts to positive. Please forward any changes to my account to the address below. Thank you for your time and consideration in this matter. I look forward to hearing back something positive. From: *************************** ************************************************************************** SSN: *********** | DOB: ********
Customer Answer
Date: 01/03/2024
Navy federal credit union is in clear violation of the law. Pursuant 15 USC §1681a 2(A)(i)
–EXCLUSIONS- Except as provided in paragraph (3), the term “consumer report” does not include—
(A)subject to section 1681s–3 of this title, any—
(i)
report containing information solely as to transactions or experiences between the consumer and the person making the report;

THE LAW CLEARLY STATES:
Transactions between the consumer (ME) and the person Making the report is NOT INCLUDED on my Consumer report!

A Late payment is a transactional history,

My HISTORY with your navy federal credit union CONGRESS clearly states that the reporting of Transactions or experiences between the CONSUMER and the PERSON making the report is not included on the consumer reports!

Navy federal credit union HAVE VIOLATED THE FCRA 15USC 1681a 2Ai by reporting this transaction or experience on my consumer which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS.
Initial Complaint
Date:12/26/2023
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.
Deposit made 12/21/23 before2p.m. Check was from a Abstract Title Company Trust Account. Check was the proceeds of a house sale. Branch advised there would be a 2 business day hold on the check. Called today 12/26/23 to see why I could not access the monies. Was told they changed it to a 5 day hold. No notification was given.
Business Response
Date: 02/09/2024
9 February 2024
Dear **** *********:
The following references the complaint we received on 27 December 2023 from the Better Business Bureau, Complaint ID # ********.
Our records show that on 21 December 2023, a check in the amount of $32,478.34 was deposited into your joint checking account ending in ****. The first $225.00 was made available the first business day following the date of the deposit, and the remainder of the funds were placed on an extended hold in accordance with the Navy Federal Credit Union Funds Availability Schedule, which may be viewed at navyfederal.org. The primary account owner was notified of the extended hold. On 29 December 2023, the hold was released, and the funds were made available.
If you have any questions, you may contact us anytime toll-free at1-888-842-NFCU (6328).
Sincerely,
Navy Federal Credit Union
Initial Complaint
Date:12/14/2023
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.
Lending Practices Credit Score Retaliation
Business Response
Date: 02/14/2024
13 February 2024

Dear *** *************:
The following references the complaint we received on 15 December 2023 from the Better Business Bureau, Complaint ID # ********.
Our records show that on 24 January 2000, you established your Navy Federal membership. Currently, we show that you have no credit products with Navy Federal. Additionally, we have no record of you submitting any credit applications within the past two years.
We have reviewed your tradelines with the four nationwide credit reporting agencies and confirmed that no Navy Federal tradelines appear on your credit file.
Should you have any questions, you may contact us anytime toll-free at 1-888-842-NFCU (6328).
Sincerely

Navy Federal Credit Union
Initial Complaint
Date:12/12/2023
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 went to navy federal credit union on 12/7/2023 or 12/8/2023 at *******************, Allen, TX ***** to receive a medallion stamp signature guaranteed on my document. The branch manager refused to provide service due to not feeling comfortable. The services provided by Navy federal is not based on feelings it is based on providing the service. I had proper ID a valid account and documents to be stamped and was refused. This is a violation of the fuduciary breach of contract.
Business Response
Date: 01/31/2024
30 January 2024
Dear *** ****:
The following references the complaint we received on 13 December 2023 from the Better Business Bureau, Complaint ID ********.
Our records show that on 8 December 2023, you visited the Navy Federal Allen Branch and requested a Medallion STAMP. The documents for which you requested a Medallion STAMP did not involve the transfer of securities. Therefore, we were unable to honor your request. We offered to provide you notary services, which you declined.
Should you have any questions, you may contact Navy Federal toll-free at 1-888-842-NFCU (6328) anytime.
Sincerely,
Navy Federal Credit Union
Initial Complaint
Date:12/09/2023
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.
NFCU breached my trust and violated my consumer rights leading to catastrophic financial impacts stemming from their breach of my May 2023 deferment agreement with ************* **** They failed to respond to arbitration and advised they submitted for immediate correction internally and on cras
Business Response
Date: 02/16/2024
15 February 2024

Dear *** *****:
The following references the complaint we received on 14 December 2023 from the Better Business Bureau, Complaint ID ********.
Our records show that on 15 July 2021, you established a Navy Federal credit card account ending in ****. The minimum payment due on 20 April 2023 was not satisfied until 16 June 2023, more than 30 days past the due date. As of 13 February 2024, the account has an outstanding balance of $6,136.75, for which you remain responsible.
Our records also show that on 18 May 2023, you requested a two-month payment extension for your credit card account ending in 4368. We determined that you were not eligible for payment assistance at that time due to having received assistance on 16 November 2022 and 16 December 2022. If you are currently experiencing financial hardship, you may again benefit from the free services offered by our Personal Finance Management (PFM) Branch. You may contact a PFM representative at ###-###-#### on weekdays.
Our records also show the following transfers were made from your Navy Federal checking accounts to your credit card account ending in ****: $129.00 on 3 February 2023 from the account ending in ****; $131.00 on 11 March 2023 from the account ending in ****; $30.65 on 15 April 2023 from the account ending in ****; $8.43 on 15 July 2023 from the account ending in ****; and $146.80 on 18 July 2023 from the account ending in 2018. The transfers were properly made in accordance with the Navy Federal Credit Card Agreement and Disclosure, to which you agreed, and which can be viewed at navyfederal.org.
We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal credit card account ending in ****. We will not request the removal of valid data from your credit file.
If you have any questions, you may contact our Collections Department at ###-###-####, between 8:00a.m. and 9:00 p.m., Eastern time, Monday through Friday, or between 9:00 a.m. and 5:30 p.m., Eastern time, on Saturdays.
Sincerely,
Navy Federal Credit Union
Initial Complaint
Date:12/08/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 Dec 4, my childcare institution attempted to debit 11 transactions from my NFCU account in which they did not have permission to do so. NFCU charged me 11 returned check fees due to there not being any money in the account. I contacted them on 12/04/23 about the transaction and why they not only allowed 1 institution attempt to withdraw 11 checks from my account but penalized me when they didn't have permission to even withdraw money from this account and it was technically theft. At the time they agreed to remove 5 of the 11 returned check fees and that I would have to provide them with documentation from the institution acknowledging that they made these transactions and I did so. The institution said that it was an error in their system and offered compensation, however no money was ever received for them to need to provide compensation. NFCU took off 4 more returned check fee charges but refused the last one without any reason-just because. I expressed my concern with their negligence and inability to protect my account from fraud and theft and then punishing me the consumer as a result of their negligence. I would like the additional fee removed.
Initial Complaint
Date:11/30/2023
Type:Billing Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to bring to your attention an inaccurately reported account on my credit report. The account, held with NAVY FCU has been misreported, reporting incorrect dates. Despite my efforts to resolve the issue with the creditor and credit reporting agencies, the misinformation persists. This error has adversely affected my credit score and financial standing. I kindly request your assistance in investigating and correcting this matter promptly. Thank you for your attention to this concern.
Customer Answer
Date: 12/01/2023
This not a duplicate complaint please be advise i request for this not to be close out and i would like to speak with a supervisor
Customer Answer
Date: 12/31/2023
I would like for the accounts to be deleted off my credit report
Initial Complaint
Date:11/19/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This homes equity loan was paid off years ago but it's still showing up late or overdue on credit reports.
Business Response
Date: 01/25/2024
25 January 2024

Dear *** ****:
The following references the complaint we received on 19 November 2023 from the Better Business Bureau, Complaint ID # ********.
Our records show that on 2 June 2008, you established a Navy Federal Home Equity Line of Credit (HELOC) account ending in 9863. The account was closed and paid in full on 24 December 2019 with a final payment of $10.00.
We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your Navy Federal HELOC account. We will not request the removal of valid data from your credit file.
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,
Navy Federal Credit Union

Customer Answer
Date: 01/30/2024
[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:11/16/2023
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 an offer from Navy Federal Credit Union with many good tempting perks. On September, I tried to do a balance transfer and it was unsuccessful. I contacted customer service and they transferred my case to another office. On September 11, 2023, I got an email that the promotion was honored and was added to my account. I did three balance transfer and one of them was returned due to an error and had to resubmit it using two transactions. Every and each time I did a balance transfer, I was assured that THERE WILL BE NO BALANCE TRANSFER FEES OR BALANCE TRANSFER INTEREST. On November 9, I was charged $45.88 and I was told it was interest because my promotion expired on end of October and did not cover the last two balance transfer request. I am a %100 sure that every and each time I do balance transfer I kept checking that I am still getting the promotion I deserve. Second issue that every time I do a balance transfer and even two times before the last transfer- with exception to the last call- I was several times misinformed by the customer service who said that if I have a balance transfer offer of $0 for 12 months and I accrued interest on purchases and I PAY OFF MY WHOLE ENTIRE PURCHASE, would I still pay INTEREST ON BALANCE TRANSFER. The customer service repeatedly told me that if I have %0.00 and balance transfer and APR on purchases and you paid the whole purchase balance, YOU WILL NOT BE CHARGED INEREST BECAUSE YOU HAVE %0.00 ON BALANCE TRANSFER and any money you paid, it goes to the highest interest and you will be ok. I want to honor what I was promised and I can pay my whole purchase balance by due date if not, I will close my account because I can't stay with a bank that does not honor what his customer service promised or misinformed.
Business Response
Date: 01/31/2024
30 January 2024
Dear *** ** ****:

The following references the complaint we received on 17 November 2023 from the Better Business Bureau, Complaint ID # ********.
Our records show that on 5 August 2023, you submitted an application and were subsequently approved for a Navy Federal **** Signature Flagship Rewards credit card account, during which time there was a promotion offering a 0.00% Annual Percentage Rate (APR) for 12 months on balance transfers entered within the first 60 days of account opening. On 26 October 2023, you processed two balance transfers; however, they did not post at the promotional rate due to being submitted after 60 days after account opening. As a courtesy, we have applied the promotional rate and waived the balance transfer interest of $45.88, which was assessed on
9 November 2023. The promotional rate expires on 9 August 2024.
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,
Navy Federal Credit Union

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Navy Federal Credit Union is NOT a BBB Accredited Business.