ComplaintsforNavy Federal Credit Union
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/14/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I had a manager provide me with the worst kind of customer service talked to me like I was nothing constantly threatened to cancel my account because The company has been provinding me a client with information.Business response
10/26/2021
We have researched our member’s concern and on 20 October, spoke with *** ****** to discuss her complaint. Our member appreciated the call and was grateful she had the opportunity to discuss her experience. Should *** ****** have any questions or additional concerns, she may contact Navy Federal anytime at 1-888-842-NFCU (6328).Customer response
10/27/2021
[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
10/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was just charged $300 in overdraft fees in two days due to their NSF procedure! I participate on OOPS and it clearly states that you can be charged no more than one fee per day but apparently they have some other rules somewhere that allows them to charge $300 in nsf fees for items I didnt even authorize! I tried to reach out to their customer service representative first, but they were nothing but rude and unhelpful! Absolutely disappointed and lost my faith in Navy Fed today!Business response
12/06/2021
Navy Federal has researched our member's concern. A letter was sent directly to our member on 6 December.Initial Complaint
10/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
After reviewing my credit score, I saw there is hard inquiry from ******* Mortgage Solutions on behalf of Navy Federal on 4/18/21. I contacted Navy Federal, the representative stated this could not be removed as this was part of their mortgage process. After further investigation this is incorrect, Per Navy Federal's credit consent a soft credit check will occur first. This did not happen until 6/25/21 9/7/21 9/14/21. Those dates are months past the date of which are past the date of 4/21/21 when I rescinded my application with Navy Federal, and informed *******************************. Their terms of conditions and use do not specify the actions of hard inquiry removal when not only an application is rescinded, hard inquiry removal is requested but when the credit consent process is not correctly followed. At this time I would like this hard inquiry removed as they did not abide by their own process. I can submit all documentation if required.Business response
11/22/2021
Navy Federal has researched our member's concern. A letter was sent directly to our member on 16 November 2021, in response to this matter.Initial Complaint
10/09/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
They closed a credit card that I've had for 4 years for no reason at all and now this is going to hurt my credit bad like why would they do that I always pay itBusiness response
11/05/2021
Navy Federal has researched our member's concern. A letter was sent today, 5 November 2021, to our member in response to this matter. Thank you.Initial Complaint
10/08/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Hi please help. I’m trying to clear my credit card debts with Navy federal however they have a practice where they are charging $29 for each single transaction that their system doesn’t process? If there’s no money to cover however I had money to cover the expenses and I was charged the expense plus also a $29 for each expense! As you can see from the screen shots! I was deducted a total of $377 in fees only! Please I’m requesting the $377 back asap! This is unconscionable and I Just can’t believe this!Business response
10/18/2021
18 October 2021
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 response.
We have researched your concerns. Our records show that 15 Automated Clearing House (ACH) debits from ****** and ****** were presented for payment and returned due to insufficient funds in your Navy Federal checking account ending in The ACH debits were presented between 1 October and 12 October. When a check or ACH debit is returned for insufficient funds, a returned item fee of $29.00 is assessed on your account the following business day. We have reviewed your account and determined that the fees assessed were correct and in accordance with Navy Federal's Schedule of Fees and Charges.
Please note that financial institutions may submit a returned ACH debit for payment more than once. Additionally. Navy Federal is not a party to an ACH agreement made with a third party and we are unable to cancel an ACH debit permanently. However, you may contact the debiting party directly to revoke your authorization and prevent future ACH debits from being presented.
On 13 October, we attempted to contact you by telephone regarding your concerns; however, our representative was only able to leave a voice message. You may view Navy Federal's Schedule of Fees and Charges online at navyfederal.org. Should you have any questions, you may contact us toll-free at 1-888-842-NFCU (6328) anytime.
Sincerely,
Jaspreet C.
Senior Vice President, Savings Products
Initial Complaint
09/30/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I submitted my application for a mortgage loan on August 8, 2021. I began leaving ********************* voicemail on that day. I did not hear from ******* until August 24. What happened to returning voicemail/calls within 24-48 business hours? I was set to close on Sept 28, but had to push the date back to October 6, due to other issues found in inspection. Well here it is, 6 days from closing and 52, now 53 days from the date of the application, and I am being told that I am not even approved and a lot of documents are needed. ******* contacted me two weeks ago when I asked to change loan officers. I am just now hearing from ******* yesterday. I asked for a call back days ago and am still waiting. I am frustrated and very disappointed in the way that I've been treated by this bank. I wish I would have known what I know now. I would not recommend this bank for a mortgage loan, even for the homeless.Business response
10/21/2021
Navy Federal has researched our member's concern.A letter was sent directly to our member today, 21 October 2021, via Online Banking inresponse to this matter. Thank you.Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 9/3/2021 Navy Federal Credit union denied my request for a credit limit increase. I messaged on their website to find out why. After three messages they replied each time with a different reason for the denial. I also received a letter with a different reasons for the denial from their online messages. I messaged Navy Federal a current copy of my ******* credit report showing a report with no collections and all accounts in excellent standing. The credit card payments have been paid on time every month and the balance always kept low since February of 2021. The denial doesn't make any sense, my credit score is higher than when I first received the credit card. Navy Federal has had contradictory and inconsistent reasons why my request has been denied. My account has been in good standing and my credit is good. I feel that Navy Federal is discriminating or not using a fair method to review my application.Business response
10/20/2021
Navy Federal has researched our member's concern. A letter was sent directly to our member today, 20 October 2021, via Online Banking in response to this matter. Thank you.Initial Complaint
09/27/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
After several transfers of my loan officer, in Feb I was assigned to Elsie S******* who advised me that my original application had expired and I needed to resubmit a new application, which I did. From February through August I shopped for homes using the preapproval provided by NFCU based on the information that I gave to Elsie. I submitted sales agreements for 2 different properties. During this time my loan officer changed again to Brittany B*******. When my loan was sent to underwriting for the 2nd property I was informed that Elsie should not have allowed my application to proceed back in February and even though this was an error on NFCU's part, I would not be approved for the loan. I attempted getting clarity but my calls stopped being returned by the bank. The supervisor I was dealing with agreed to refund part of the fees and said he had to get a different supervisor to agree to the other fees. In his last email he said NO fees would be refunded and lied about the previous agreemenBusiness response
01/02/2022
---------- Forwarded message ---------
From: Terri Rae S**** <*************@navyfederal.org>
Date: Wed, Dec 29, 2021 at 1:24 PM
Subject: ##BBB Complaint ID ******** - ********** *******
To: *******@mybbb.org <*******@mybbb.org>
Cc: Priority_Mail <[email protected]>, [email protected] <[email protected]>Customer response
01/02/2022
[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
09/21/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I've been a Navy Federal member for 10 months now. And while I love having an account with Navy Federal, their customers service is so poor. I am a single mom and I sometimes struggle to pay my bills. I have had to call them multiple times this year in tears because I got charged return item fees and I asked them for overdraft solutions and not once did they offer me the overdraft protection that the rep offered me today. I asked her if it was new and she said no. I feel extremely invalued and taken advantage of and I don't feel like a valued member at all. The reps need to have better training to offer customers solutions and not just tell them no and set them up for failure. I have had to humiliate myself and not get help so many times this year that could have been avoided if they had just offered me a single solution. I feel so let down as a customer. Id like the returned item fees removed for what I just recently had to pay in fees.Business response
10/13/2021
Navy Federal has researched our member's concern.A letter was sent directly to our member today, 13 October, via Online Banking inresponse to this matter. Thank you.Initial Complaint
09/17/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Navy Federal agreed to finance my new home purchase and the agreed upon close date was Sept. 22. There has been poor communication and lack of forward movement which has caused them to not be able to close on the previously agreed upon date. I waited days for responses and tasks were left undone for days. My assigned processor went on vacation and no progress was made on my loan. I have had to plead for a conclusive answer as to whether we will close on time. We are 5 days from my official close date and there has still been no appraisal and no one can confirm when my closing will occur. This delay and lack of communication of a firm plan is leading to cascading consequences for both the seller and I. Since there were no unusual circumstances and the inability to close on the agreed upon date is simply due to lack of communication and poor practice on their part, this is poor business practice and should not lead to consumer consequences with no impact on the business.Business response
10/19/2021
19 October 2021
Dear *** *********:
Your recent concern which was submitted via the Better Business Bureau has been referred to me for a response. Thank you for taking the time to bring your concerns to our attention and for providing us with the opportunity to respond.
We have researched your concerns. Our records show that your mortgage loan application was received on 25 August with an original signing date of 22 September. We received your appraisal payment on 1 September and placed the order for the appraisal on 2 September. According to our records, the initial closing date was postponed due to the delay in Navy Federal's receipt of the appraisal from the third-party appraiser. Navy Federal received the appraisal on 27 September, and the mortgage loan successfully closed on 1 October.
Navy Federal strives to provide efficient and responsive service to our members at all times, and we regret that this is not consistent with your experience. We regret any frustration and inconvenience you have experienced in this matter. Should you wish to discuss this matter further, please contact Seth F********, Real Estate Lending Resolution Specialist, at ###-###-####, extension *****, between the hours of 8:00 a.m. and 4:30 p.m., Central time, Monday through Friday
Sincerely,
Chris P.
Vice President, Mortgage Loan Operations
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Customer Complaints Summary
1,970 total complaints in the last 3 years.
940 complaints closed in the last 12 months.