ComplaintsforNavy Federal Credit Union

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Navy Federal misused access to my private credit history by placing a hard inquiry on my report. 1. After explicetly calling in and canceling my request to get a quote from their mortgage loan department both online and over the phone. 2. Pulling my credit report prior to me paying for the application processing fee saying it was an automatic component of the system that happens regaurdless of wether you pay or not. 3. Failing to take protective actions after being promised a solution by a supervisor at the company that was agreed upon by both parties to resolve the matter. 4. Refusing to accept responsibility and turning around to place blame on the consumer when the business should be held to a higher standard and level of protection from misuse and abuse of access. 5. disregaurding and ignoring customers repeated attemps to terminate and revoke consent to proceed by using methods to circumvent customers approval of the application process. 6. Employing business practices intended to decieve the customer into submiting a credit application without following an appropriate course of events by utilising automatic proccesses throughout the applications process to proceed with actions on the consumers behalf prior to notification and explination of impact and consent on behalf of the company.

  Business response

  10/27/2023

  27 October 2023

  Dear *** *********: 
  The complaint submitted to the Better Business Bureau, Complaint ID number ********, has been received and referred to me for a reply. 
  We have researched your concerns. Our records show that on 21 August 2023, you submitted an application for a Navy Federal mortgage loan account. A credit inquiry was properly made in connection with the application, and we will not request the removal of valid data from your credit file. On 23 August, pursuant to your request, the loan application was withdrawn. 
  I understand that on 27 September 2023, you spoke with our representative regarding your concerns. Should you have further questions, you may contact us at 1-888-842-NFCU (6328) anytime. 
  

  Sincerely, 
  Assistant Vice President, 
  Credit Bureau Furnishing & Disputes 

  Customer response

  10/27/2023

  [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:

  As it states in the business response the credit inquiry into my ******* and ********** was made despite having canceled my application therefore the business is guilty of misusing credit reporting procedures and access to customers private credit report should not be allowed after cancellation of goods and services threfore Navy Federal took this action preemptively and of their own accord and volition and therefore should be held liable for assisting the customer to repair damages caused on their behalf and submitting a mask of the inquiry which was already promised on behalf of a Navy Federal Employee in your department.  Otherwise this matter will become a permanent negative entry into Navy Federals public BBB profile reflecting their poor business practices towards customers past, present and future.  Again they went ahead and processed my credit in leiu of completion and payment of the application process therefore justifiably nullifying the alleged consent they claim to be on file concerning this matter.  Navy Federal needs to be held to a higher standard and blame does not need to be placed or fall back on the customers behalf in this case.  Not to say a precident should be set that this be the standard course of action every single time but that it is the right thing to do in this case given the arguments and facts as they where understood or percieved by myself constitutes, justifies and warrents correction under these special set of circumstances.  Not to mention I was provided simalar relief under these types of situations by another mortgage company **** ******** who was more than happy to assist me regarding this exact same request which bears additional proof and consideration to be made that Navy Federal is acting Negligently in their responsibilities as a company to protect all consumers from this type of irresponsible inconsiderate deragatury manner of conducting business.  Besides a credit inqury mask doesnt cost or harm the business in any way shape or form and is a simple reasonable request on my behalf.  If nessicary I will also be probiding this information the the credit beurau directly in the form of a dispute in pursuit of this matter to the fullest extent possible.  I hope that this final rejection of Navy Federals refusal to take action and work together with me towards a resolution reached amicably makes its way straight to the desk of the president, vice president or CEO of the company in hopes of reversing the negative connotation of this entire interaction and ordeal and prompts swift resolution of this dispute before it gets elevated any further than already required.  Simply follow through with what your employees promised me as a resolution on the phone when i called in or have that employee terminated for misguiding, decieving and providing the customer with misinformation on the companies behalf.   

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

  *****************@*****.com

  ###-###-####

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a computer through *******.com. Everything was broken the dual connected is broken keyboard and mouse dont work. power button sticks. have contacted navy federal and ******* and neither one is handling the refund. They are fraudulently charging me for a piece of crap computer that doesnt work

  Business response

  10/27/2023

  27 October 2023 

  Dear *** *******: 
  

  Your recent concerns which were submitted via the Better Business Bureau, Complaint ID number ********, have been referred to me for a reply. 
  

  We have researched your concerns. Our records show that on 1 September 2023, you filed a debit card merchant dispute claim in the amount of $154.92 against *******.COM stating there was an issue with your purchase. On 25 September, the merchant issued a credit for the full amount of the transaction, and the claim was closed. 
  

  Should you have any questions, you may contact ***** ******, Supervisor, Debit Card Dispute, by calling ###-###-####, between the hours of 7:00 am and 3:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Senior Vice President, Debit Cards 
  

  Customer response

  10/27/2023

  [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:
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a domestic violence/SA victim, and was forced to take out a credit card in my name by my abusive husband in 2021. He had possession of the card, and he and his girlfriend made all but 2% of the charges on there. I informed this to Navy Federal Credit Union when I escaped the abuse in April of 2023, and also told them that this was part of the ongoing divorce and that I wouldn't make any payments on this said card till it was sorted out in the courts. They said they wasn't going to listen to me, stop making excuses and to pay my **** bills! Navy Federal has taken it upon themselves even though they have been notified of the situation, to steal money out of my personal banking account and place it towards this said card! They have take over $500 from my account in the past 2 months leaving me with a ZERO balance. I barely make ends meet each month due to illness and lack of work due to said illness, and for them to steal what very little money that I have is ridiculous. That money was going for my groceries, gas money for when I do get to work, and for my cellphone bill as well. I am requesting for them to halt immediately and to also return my money they have taken without my consent.

  Business response

  10/24/2023

  18 October 2023 
  
  Dear *** ****: 
  The complaint submitted to the Better Business Bureau, Complaint ID number ********, has been referred to me for a reply. 
  We have researched your concerns. Our records show that on 19 May 2021, you established a Navy Federal credit card account ending in ****. On 15 July and 19 August 2023, funds were properly transferred from your Navy Federal checking account ending in 1116 in the amounts of $359.75 and $170.27, respectively, and applied to your credit card account. If your payment is not received by the due date, funds may be transferred from other accounts you own to reduce the outstanding balance owed, in accordance with the terms of the Navy Federal Credit Card Agreement and Disclosure, to which you agreed, and which may be viewed at navyfederal.org. On 6 September, we closed the credit card account as you requested. This is a valid debt with an outstanding balance owed, and you remain responsible for its repayment. 
  If you have questions or would like to make payment arrangements for your account, you may contact our Collections Department at 1-800-336-3767, between 8:00 a.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, 
  Vice President, Collections 

  Customer response

  10/24/2023

  [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 forced by my abusive estranged husband to take this account out, I didn't even want the account but was threatened if I didn't. I didn't make all the charges on this said account, but my estranged husband and his girlfriend did as my estranged husband had full control over the card. I refuse to pay for his and his lover's spending spree that was done in my name.
  
  Regards,
  
  ***** ****

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was divorced and my ex wife was deemed solely liable for account ending in ****. I am not liable for this account and I demand that it is removed from my credit report. I tried to file a dispute earlier this year but its still on my credit report.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 3rd, 2023 at 8pm, My Navy Federal Debit card declined 3 times for $131.90. I had ample funds in my account and it should not have declined. My fiance then used his seperate credit card from an unaffiliated account to process the transaction. I have a receipt proving only his card was charged. I then checked my account again and it showed the funds were taken from my account. I called Navy Fed immediately. They said the transaction was pending and i had to let it post to dispute. I then called ********** who said there was no record of the transaction of my card and the only one posted was the charge on the receipt on my fiances card. I have spoken to the accountant at ********** who provided me proof the charge never happened on my account and agreed the money should not have been taken from my account so they can't even refund it. They provided evidence that I provided to Navy Fed. I've spoken to multiple supervisors at Navy Fed and they all say there's nothing they can do. I called **** and they are only able to connect me back to Navy Fed as it is a debit card. I provided Navy Fed all the evidence they asked for including the receipt showing my fiances credit card was charged, along with HIS account statement showing the $131.90 was charged to his card on that date at that time. I provided an account ledger from ********** showing my card was only ever declined and never charged and therefore the funds never should have been taken out. Navy Fed claimed to have investigated the transaction but admitted they didn't check the evidence I provided the first time and still took my money inaccurately. I have spoken to multiple supervisors at Navy Fed multiple times and they all say they can't help and there's nothing else they can do but agree the funds shouldn'thave been taken. Navy Fed fraudulently took money from my account and are refusing to refund it. Navy Fed has been extremely negligent throughout this process. AUTHORIZATION CODE: ******

  Business response

  10/16/2023

  11 October 2023 

  Dear *** ********: 
  Your recent concerns which were submitted via the Better Business Bureau, Complaint ID number ********, have been referred to me for a reply. 
  We have researched your concerns. Our records show that on 5 May 2023, you submitted a debit card dispute claim in the amount of $131.90 against The **** *****. The claim has been honored and your checking account ending in **** has been permanently credited in the amount of $131.90. We regret any frustration you experienced as a result of this matter. 
  Should you have any questions, you may contact **** *****, Manager, Debit Card Dispute, by calling 1-************, extension *****, between the hours of 9:00 a.m. and 5:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Senior Vice President, Debit Cards 
  

  Customer response

  10/17/2023

  [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. 

  I am still unhappy with the way this was all initially handled and feel it was only resolved because I reported it to BBB which is sad that it had to be escalated to receive the proper assistance which should have been provided all along. 

  Also your Kapolei,  Hawaii branch has a horrible smell and has smelled like sewage for months. This is all very sad because I used to be a happy customer and big supporter of Navy Fed. Hoping you guys can get back on track. 

  Regards,
  
  ****** 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An application was submitted for an approval for an Auto loan, And I never submitted an application. I was inquiring about the application and asking whether or not to confirm the pre-approval was a soft inquiry or hard inquiry and I never got hit a submit button. A navy federal supervisor told me that a credit inquiry was pulled before I entered my income information. How can my credit be pulled before I enter my income. That does not make sense. I want that hard inquiry off my credit report Immediately. I never hit the submit button to run my credit for an auto loan. There is no way. I was live chatting with a representative and I also have a recorded call of everything that went on during the time. My credit was run without my consent. I never gave them consent to run my credit.

  Business response

  09/26/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member today, 26 September 2023, in response to this matter. Thank you.

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My check is being withheld by Navy Federal Credit Union because there was a security alert on my account in which they closed my account. The check was from SSI-Disability. They will not let me get my money. They told me I can still put money in and not out. I know its illegal for them to withhold my only income without offering any further instructions or guidance as to how I can receive my check or return my check. This has forced me to have to switch my direct deposit and caused my bills to lapse and Im facing eviction if its not paid asap.

  Business response

  10/17/2023

  16 October 2023

  Dear *** ******: 
  

  Your recent concerns which were submitted via the Better Business Bureau, Complaint ID number ********, have been referred to me for a reply. 
  

  We have researched your concerns. Our records show that on 7 June 2023, you deposited a check in the amount of $24,952.00 to your Navy Federal checking account ending in ****. On 10 June 2023, your accounts were restricted due to activity that is outside of Navy Federal's acceptable level of risk. On 29 August 2023, funds in the amount of $24,212.01 were returned to the originating financial institution. We completed a second review of the account restrictions and determined that the restrictions were properly placed and will remain. 

  Our records also show that on 29 June 2023 and 31 July 2023, respectively, you received deposits in the amount of $766.50 each from *** ***** ***. On 1 August 2023, you made a cash withdrawal at our Pace branch location in the amount of $1,533.00 for the remaining funds from your checking account ending in ****. 
  

  Should you have further questions, you may contact ***** *******, Manager, Fraud Operations, by calling ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Senior Vice President, Security 
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have not supplied proof under the doctrine of estoppel by silence, ********** ****************** (mo) 281 SW 715,719, I presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists Past due balance of $9847 I am not liable for this debt with navy federal, I do not have a contract with navy federal, they did not provide me with the original contract as i requested

  Business response

  09/11/2023

  11 September 2023

  Dear *** ******:

  Your complaint filed with the Better Business Bureau on 5 July 2023 has been referred to me for a response. Please excuse the delay in this reply. 

  We have reviewed your concerns. Our records show that you established a Navy Federal credit card account ending in 2542 on 14 April 2020. On 26 July 2023, due to non-payment the account was referred to an outside collection agency, ****** *******, LLC. As of 11 September 2023, the account has an outstanding balance of $9,846.57. This is a valid debt, and you remain responsible for its repayment. On 2 August 2023, pursuant to your request, documentary information regarding your account was sent to your address of record. 

  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. Our records show that we have properly responded to all disputes received from you. 

  Should you have any questions or wish to make a payment arrangement, please contact Credit Control at 1-************, between 8:00 a.m. to 4:30 p.m., Eastern time, Monday through Friday. 
  

  Sincerely, 
  Assistant Vice President, Recoveries

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok so they have a feature for members that have been with them for over a year for over draft and I have been with them for a while and used this many times in hard up situations well you have to opt in and opt out well I had to opt in last week for personal issues fast forward to this week and they opted me out didn’t notify me on the change and now I’m stuck had to get gas card was declined called the home office and was told they can’t do anything and that it shows I opted back out in their system then the woman proceeded to back track everything in the very next statement letting me know she lied about what she was telling me lying by letting me know that it only showed me opting in on my end and that she fabricated a time on when I opted out but anyway Navy Federal credit Union is nothing but headaches and fees and have people that just fabricate things then just tell you they can’t do anything on their end when their end caused it

  Business response

  08/10/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member today, 10 August 2023, in response to this matter. Thank you.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Navy Federal needs better business practices! If you deposit a check at an ATM they will hold your check and then make your account negative when you already had previous funds in there. We use our joint account for bills and now that our account is on hold for a check that wasn’t even a great amount we have to suffer because of them! I do not recommend banking with this company they are terrible.

  Business response

  09/28/2023

  27 September 2023 
  
  Dear **** ********: 
  

  Your complaint filed with the Better Business Bureau on 28 June 2023 has been referred to me for a response. Please excuse the delay in this reply. 
  

  We have researched your concerns. Our records show that you deposited a check in the amount of $2,723.00 through an ATM at our *** ***-San Antonio Branch on 27 June 2023.

  Since the deposit was made after the cut-off time, it was considered received as of 28 June, and the first $225.00 was made available on 29 June. The remainder of the funds were placed on an extended hold in accordance with Navy Federal's Funds Availability Schedule, which may be viewed at navyfederal.org. We mailed an Extended Hold Notice to your address of record advising of the extended hold. 
  

  We regret the frustration and inconvenience you experienced in this matter. Should you have any questions, you can call us anytime toll-free at 1-888-842-NFCU (6328). 
  

  Sincerely, 
  Senior Vice President, Savings Products 

*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. ↩