ComplaintsforNavy Federal Credit Union

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I appreciate the credit union modifying my morgage but the recent letters are full of mis information. Everytime ,I call I am told something different. I was told morgage going down, getting overage check etc then told not correct they are reanalyzing now .My emails on messenger are not going through .I have a concussion for. Major vehicle accident am hard of hearing do not use the online banking for messages and to print forms .This is adding to an already stressful year as first responder who contracted covid and got long haulers .Please, help me please as again someone did in the past but always different people. Happy NY

  Business response

  02/02/2022

  Navy Federal has researched our member's concern.  A letter was sent directly to our member via eMessage on 2 February 2022, in response to this matter. 

  Customer response

  02/11/2022

  [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 have now been on hold twice for forever with loud horrible music blasting in my ear .I cannot get a live person.In my previous complaint informed them hard of hearing with a learning disability but they continue to send my messages on their website that I cannot ever open as told them to mail everything to me as much miscommunication.I appreciate the modification but told receiving an overage check but nothing .No one answers the phone or communicates.I am a 100% disabled veteran and first responder they are creating so much additional stress for me just wrong and hurtful .Again,I appreciate the modification but they need to communicate as requested resonable accommodations which they ignore .On hold a hour plus with NO end in sight and only get help when I file a complaint.

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

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a victim of fraud. I filed my report to Navy Federal Credit Union back on 9.27.21. That initial claim was denied due to lack of documents. I then appealed that decision and updated my fraud claim with Police reports from the FBI and FTC which also included Identity theft. The new claim was submitted on 10.27.21 after waiting to receive the documents and the previous decision. To this date I have not received my money back. I have called numerous times to speak with someone about my fraud situation and no one has helped me. Every time that I call them they state that the department does not phone calls and they will message me with updates. I have not received an update since 11.9.21. I have called and sent an email to the CEO but have not received an response or my money back. This was clearly fraud with documents to support my claim plus the required police reports. I specifically asked them on 11.4.21 if there was more documents needed or if anything else was needed to resolve my claim. I was told that I had submitted everything and that my claim would be settled shortly. Over a month later still nothing. My bills have not stopped this has effected me more than it should for a good consumer.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Navy Federal did not protect my account. Their system registered erroneous deposits by someone committing fraud. Because the fraud was committed within an account that is co-owned by me, my money from my account has been stolen from me with no notification. This is a modern day bank robbery and money should have been protected by any fraud, me or my grandson did not commit a crime.

  Business response

  12/29/2021

  Navy Federal has researched our member's concern.  A letter was sent directly to our member via eMessage on 29 December 2021, in response to this matter.  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets to an event that was scheduled on 07/30/2021, total cost was $572.10. On the date of the event the venue was delayed 2 hours because they could not accommodate the amount of customers that attended. Finally inside the venue, the main act had been on for an hour and the event would be over in 30 minutes. On top of this, someone was in my seats that I purchased. So I missed the event, and lost my seats. I reached out to the venue that night and that next day to explain my disappointment and request a refund. the venue stated that I should reach out to ****** ******, whom I purchased the tickets from. In the coming MONTHS, I submitted at minimum 10 refund request with ************. The 1 reply I got was that they never received the request, to which I sent another request. At this point I decided to just go through my bank, NAVY FEDERAL. With my dispute I included all email corresponded, call log info, return policy from ticket master and everything that would support my claim that I paid for a service that wasn't received. The last supervisor I spoke to at NAVY FEDERAL stated that they needed something from ticket master stating that they would issue a refund but obviously if I had that from them then I wouldn't need to go through my bank. I did however reach out to ticket master again and the reply I got was the event was still scheduled as usual. Ticket master didn't even realize that the event was months ago. If this doesn't convince my bank, nothing would. Guess what?! They denied my claim, never issued a temporary credit until 10/2021. That's 3 months of nothing being done! NAVY FEDERAL only issued this temporary credit because I filed a compliant with the consumer financial protection bureau. NAVY FEDERAL only did something because they were reported! To my surprise I was given a credit, pending the investigation. They then reversed that credit as a retaliation method for filing the complaint. I've been retaliated against by NAVY FEDERAL!!!!!

  Business response

  02/10/2022

  10 February 2022 
  
  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 reply. 
  
  We have researched your concern. Our records show that on 10 August 2021, you submitted a credit card dispute claim against ******* ********* in the amount of $572.10 for a transaction that posted to your account on 27 July. We requested additional documentation from you in support of your claim. However, no documentation was received, the claim was closed, and written notification was sent to you at your address of record. On 1 October, we received additional information from you and re-opened your claim. On 25 October, we submitted a chargeback request to the merchant on your behalf, the merchant denied the request on 25 November and provided documentation showing that all sales are final. We in turn filed a request for a pre-arbitration case on 10 December and the merchant declined our request on 27 December. 
  Navy Federal has exhausted all attempts to recover your funds via the dispute process and we have no further recourse against the merchant. We recommend that you continue to work directly with the merchant to resolve this matter. 
  Should you have any questions, you may contact our Credit Card Chargeback and Resolution Department at 1-888-842-NFCU (6328). Our representatives are available to assist you between the hours of 8:00 a.m. and 5:30 p.m., Eastern time, Monday through Friday. 
  

  Sincerely, 
  

  Brian C*****

  Senior Vice President, Credit Cards & Education Lending 

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company, after paying invoices with my account and get a conformation # failed to pay over 11K in invoices in which caused numerous bad faith fees and tarnished my company's business rep. Company failed to contact me of any actions against me and lock me out of my account rendering me seperated from my monies.

  Business response

  03/22/2022

  21 March 2022 
  

  Dear *** *****: 
  

  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. Please excuse the delay in this response. 
  

  We have researched your concerns. Our records show that the transactions you initiated through **** ** ******* were returned as unpaid as at the time the items were presented for payment there were insufficient funds in your business checking account. Some of the transactions were represented when funds were available and paid. Your accounts were restricted due to activity which was outside of Navy Federal's acceptable level of risk. Your business checking account was closed on 27 December 2021. Funds in the amount of $4,495.97 were transferred to the business credit card in order to reduce the outstanding balance owed and the remaining funds were transferred to ****** ** *****'s personal checking account, in accordance with his request. Your business savings account was closed on 18 March 2022. 
  

  Should you have any questions, you may contact Robert S*******, Vice President, Security Operations Center, by calling ###-###-####, between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, weekdays. 
  

  Sincerely 
  

  Chip K.

  Vice President, Security 

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  horrible experience with this bank. i applied for checking line of credit 2 days ago and still have not gotten word back from them. as far as i am concerned, one rep told me it can take up to 24 hours if i am not mistaken. worst bank in the world. hard to get a loan from them due to their crappy internal guidelines. will be changing banks at the beginning of next year.

  Business response

  12/16/2021

  Navy Federal has researched our member's concern.  A letter was sent directly to our member via eMessage on 16 December 2021, in response to this matter.  

  Customer response

  12/17/2021

  [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

  11/24/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was lied to when told via e-mail at the start of the re-fi process that I was locked-in at 2.375% for a 30 year VA with no points. It was not until it was time to decide on a closing date did I find out that I was actually not locked-in to anything at all. Now they are telling me 2.5%.When I griped about what happened here it did not make any difference to them. NFCU should not be allowed to lie to people about being locked-in in order to produce a nasty surprise when it is time to sit down and sign papers. I can produce the e-mail in question to whoever wants to see it. We are looking at a closing date of 12/08/2021. If I am getting any help from you on this it may need it be soon.

  Business response

  12/23/2021

  Navy Federal has researched our member's concern.  A letter was sent directly to our member today, 23 December 2021, in response to this matter.

  Customer response

  12/29/2021

  [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

  11/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently obtained my credit report and found there fraudulent accounts I never opened, an overload of addresses I never resided, inquiries I never made and even a different variations to my name. I also found this account that I believe not mine: Acct name: NAVY FCU acct no. ******* and **********date opened 06/01/2017 balance $3,093.00 I am not liable for this debt and I do not have a contract with: Company: NAVY FEDERAL CR UN Address: ******************************************************** Police Report and FTC Affidavit are attached with this complaint together with dispute letter sent to the bureaus. I also filed complaints thru CFPB. Please delete this account from my credit report at once. Any questions or concerns I can be reached at *********************************** and email at *************@*****.***.I need a response from the company.

  Business response

  11/19/2021

  Navy Federal has researched our member's concern.  A letter was mailed directly to our member today, 19 November, in response to this matter.  

• Initial Complaint

  10/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have written the credit bureaus numerous of times stating thier reporting inaccurate information on my credit report thats continuing to report inaccurate and advising them that thier breaking the law under the fcra for reporting latepayments on a closed charge off account thats been closed since 2016 and they responded by stating that the account was verified due to an inaccurate address that i been stating thats not mines and provided proof with a police report due to my information being stolen out my previous address and they also said that i cannot dispute with the credit bureaus i ask for for validation of the alleged debt as mines with the full contract with my signature because i did not have an account with them to begin with about the situation this is a defamation of my character and preventing me to obtain credit in my name to provide for my family can you please delete immediately

  Business response

  12/17/2021

  Navy Federal is still in the process of researching our member's concern and will require additional time to complete our final response.  We apologize for the delay.  Once we have completed our investigation, we will be able to provide a more detailed response.  Thank you.

  Customer response

  12/22/2021

  [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

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited this branch 3 weeks ago to update the dispute department with more information about my 2 pending disputes. I was clear and gave additional information about both cases. Up until Monday of last week not a soul had reached out or even touched my disputes. Mind you every single day I am being hit with late fees and insufficient funds forcing my account in the negative month after month. I spoke with supervisor ******* in Disputes department on that Monday and since that day my account has gone an additional $200+. Not only was she rude but refused to comprehend the fact that every single time I turn in documentation it sits. then once I call back EVERY TIME to inquire why I have not received credit. No one has even looked at my file again affecting my accounts adversely. I have a dispute with **** which Navy Federal literally has the return case# but instead of actually calling **** and verifying details they sending me a notice saying they do not have documentation.

  Business response

  11/19/2021

  Navy Federal has researched our member's concern.  A letter was sent directly to our member via eMessage today, 19 November, in response to this matter.  

  Customer response

  11/29/2021

  [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 refund was settled due to my diligence and working with the CC Company to get my refund. Navy Federal denied my refund since May when I first got out the ER. The manager in Disputes at NAvy Federal reached out and said they would reverse the return fees that have piled up due to the negligence in handling this and several other disputes. Due to return fees and returned payments I have lost tremendously. So as processed and agreed I want the return fees refunded from the time period of May-Nov 2021 hen my Credit Card and Debit Accounts were affected by this transaction negatively.
  
  Regards,
  
  ***************************
  

  Business response

  12/17/2021

  From: <******************************************>
  Date: Thu, Dec 16, 2021 at 2:12 PM
  Subject: ##Complaint ID ********, ********
  To: *********************** <************************************>
  Cc: <******************************************>
  
  Good afternoon,
  
  We have researched our members concern and on 14 December, spoke with ******************** to advise the matter is resolved and credit has been issued.  Our member appreciated the call and stated there are no other concerns.  Should ******************** have any additional questions, she may contact *******************************, Supervisor, Credit Card Servicing, at *******************************, between the hours of 8:00 a.m. and 4:30 p.m., Central time, Monday through Friday.
  Thank you,
  Navy Federal Credit Union

*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. ↩