ComplaintsforNavy Federal Credit Union

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a notice that I have a collection from NAVY FCU on my credit report. It says it was opened on 6/16/2021 for $ 755 with account number starting in ********** that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the FCRA and FDCPA. I would like for this collection to be removed asap or I will file a CFPB and FTC report.

  Business response

  09/05/2023

  1 September 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. We have completed an investigation of your claim of identity theft and found it to be unsupported. Our records show that on 16 June 2021, you established a Navy Federal credit card ending in **** and on 29 August 2022, your account was deemed a loss due to non-payment. This is a valid debt with an outstanding balance owed, and you remain responsible for the repayment of the account. 

  As noted in the Navy Federal Credit Union Important Disclosures, which may be viewed at navyfederal.org, Navy Federal may report information about accounts to the credit reporting agencies. 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. 

  Should you have further questions, you may contact Robert Sullivan, Vice President, Fraud Operations, by calling 1-************, between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, weekdays. 

  Sincerely, 

  Senior Vice President, 
  Security 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a customer with Navy Federal Credit Union and recently discovered a fee charged to my account associated with a credit card that is not active. To my knowledge, the credit card linked to this account has not been used for a considerable period and should not have incurred any additional fees. Despite the card's inactivity, a fee was levied on the account on 06/14/2023. I was not made aware of any policy that would entail such a charge on an inactive account, and I believe this action is unjustified. Upon noticing the charge, I immediately contacted Navy Federal Credit Union to clarify the situation and seek a resolution. Despite my efforts, the issue has not yet been resolved satisfactorily.

  Business response

  07/12/2023

  Navy Federal has researched our member's concerns. A letter was sent to our member today, 12 July 2023, in response to this matter. Thank you. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  june,1,2023 someone used my card and made a large transaction that was unauthorized navy federal is not helping me

  Business response

  08/10/2023

  10 August 2023

  Dear **** ******: 
  
  Your complaint filed with the Better Business Bureau on 13 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 on 6 June 2023, you submitted a claim of unauthorized debit card activity in the amount of $3,816.00. We completed an investigation and determined it was unsupported. On 8 June, we sent a letter to your address of record advising the claim was denied. Based on the facts of our investigation, your claim remains denied. 
  Should you have any questions, you can call us anytime toll-free at 1-888-842-NFCU (6328). 
  

  Sincerely, 
  **** ********** Senior Vice President, Security 
  

• Initial Complaint

  06/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  April 2023 I attempted to open an account online and also did online funding. By May when I didn't receive any updates I called customer service and was told I had an account from 2012 and needed to send in a copy of my birth certificate and license and I did that. About a week ago I called back in to get an update and was told I needed to call the security department to get my deposit back or to have the account reopened. I've called in several times but was unsuccessful in speaking with someone due to the wait times being over 2 years.I would like an update on my account and deposit. The old access number they provided me is (*******)

  Business response

  07/27/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member on 07-27-2023. 

  Customer response

  07/30/2023

  [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 haven't received my initial deposit back.

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

  Business response

  09/12/2023

  Navy Federal has researched our member's concern. A letter was sent directly to our member on 09-12-2023.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My checking account was overdrawn by my own action but Navy Federal hit me for $600 in NSF fees and refuses to work with me.

  Business response

  08/23/2023

  22 August 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 between 1 January and 3 April 2023, 29 Automated Clearing House (ACH) debits from various merchants were presented for payment to your Navy Federal joint checking account ending in **** and returned due to non-sufficient funds (NSF). Your joint checking account was properly assessed a $29.00 NSF fee for each returned item in accordance with the Navy Federal Credit Union Schedule of Fees and Charges, which may be viewed at navyfederal.org. Since 1 February 2023, Navy Federal has refunded a total of $406.00 in NSF fees as a courtesy. 

  Your checking account ending in 2520 was reported as compromised on 31 March 2023. The account was closed and a new checking account ending in **** was opened. The overdrawn balance of the checking account ending in **** was transferred to the checking account ending in 3158, which was deemed a loss on 31 May 2023 due to the account having a negative balance for 60 consecutive days. As of 3 August 2023, the account has an outstanding balance owed in the amount of $925.94, and you remain responsible its repayment. 
  

  Should you have further questions, or would like to schedule a repayment, you may contact the Recoveries Department by calling ###-###-####, extension *****, in between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, weekdays. 
  

  Sincerely, 
  Vice President, 
  Specialized Collections 
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is for both of my cards Go rewards and ******** ******* **** rewards. I am also attaching a police report. To whom it may concern, I have been a victim of not only identity theft but also my vehicle was stolen along with my personal belongings. I have submitted information already with detective and report as well. My account has been compromised on numerous occasions throughout the timeframe of having an account. A few dates that are known to these compromised instances are: Sep 24/2019, 10/17/2021 a representative noticed several devices logged into my online banking that did not belong to me and had me to remove the devices via online banking then had me reset my password and update my phones software. A similar situation or October 18/2021. September 19/2022 my accounts were once again compromised. Jan 22 /2022 I did not receive my card in the mail and called in. There was another incident where I received a text message asking if I was making a purchase in Hollywood, California and I called into Navy federal to report this as well this phone call is noted and recorded. I have had several situations and I was told that because my information was used at the same location when my vehicle was stolen is why these charges were placed back onto my account. I have been a member and value the service of navy federal I would never jeopardize my relationship and in the past have never used any of my services to this type of extent. I do not have a history of this type of use never in all my life on earth. I am a truck driver I use to receive direct deposits to my accounts and am unable to do so because of my accounts being compromised. I am asking for help to look into these so you can see this was not my doing or behavior. These were over 3 different occasions the regular accounts department was able to find multiple devises logged into my account. This has changed my life drastically for me and my child not only this but my credit has been effected due to my accounts being compromised and my vehicle being stolen. I am asking for help in this matter. Please help me I am a victim of identity theft and it has effected my life please help me. My card has been cancelled due to this activity this is not fair especially i have provided proff along with detective information about when my vehicle was stolen aling with my belongings. They had credited my accounts and I had a total balance of $1500 before my vehicle was stolen with my belongings then because the person used my information in one of the stores they put all of the previous back onto my account. I am a victim of identity theft. I am asking for help because this has ruined my future for myself and my children. I have attached accounts as well as police report and theft repot.

  Business response

  08/11/2023

  10 August 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. We investigated your claim of identity theft and found it to be unsupported. Our records show that on 21 August 2021, you established a Navy Federal More Rewards ******** ******* credit card account ending in 2462, and on 9 June 2022 you established a Navy Federal Go Rewards **** credit card account ending in ****. These are valid debts with outstanding balances owed, and you remain responsible for the repayment of the 
  accounts. 
  

  Should you have further questions, you may contact Robert Sullivan, Vice President, Fraud Operations, by calling 571-391-2860, between the hours of 8:00 a.m. and 5:00 pm., Eastern time, weekdays. 
  

  Sincerely, 
  Senior Vice President, 
  Security 

  Customer response

  08/24/2023

  This matter has not been resolved they have not responded and I have sent numerous police reports showing identity theft etc..

  Customer response

  08/25/2023

  [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:

  This matter has not been resolved they have not responded and I have sent numerous police reports showing identity theft etc..
  

  Regards,

  
  ****** ***

• Initial Complaint

  05/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 27, 2023 I inquired about consolidating two personal loans on my Navy Federal account. The rude associate, *******, that assisted me was too eager to make commission I assume because she insisted I put in a new loan consolidation application, and explained she would not be able to assist me further without submitting the application. Desperate to get help, I allowed her too. During the phone call the disclosure that was supposed to read to me was cut off. I believe she ended the disclosure because she was eager to make commission and did not want me to understand my rights as a consumer. Furthermore, over the course of the phone call she never explained a hard pull would be pulled on my credit report. I wasn't aware of the hard pull until I received a notification from my credit monitoring service. ******* was never planning to make me aware. I want the hard pull for this loan application off of my credit. *******'s predatory lending practices forced me to put in an application in order to receive help but she never provided the proper and necessary disclosures.

  Business response

  07/28/2023

  28 July 2023 
  

  Dear ****** *****: 
  

  Your complaint filed with the Better Business Bureau on 27 May 2023 has been referred to me for a response. Please excuse the delay in this reply. 
  

  We have researched your concerns. A review of your telephone call on 27 May 2023 to apply for a consolidation loan in the amount of $24,797.37 has confirmed that all applicable and appropriate disclosures were conveyed by the Navy Federal team member with whom you spoke. 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. As noted in the Navy Federal Credit Union Important Disclosures, which may be viewed at navyfederal.org, we may obtain consumer reports to consider our members for Navy Federal products and services. 
  

  Should you have any questions, you can call us anytime toll-free at 1-888-842-NFCU (6328). 
  

  Sincerely, 
  **** ******* 
  Assistant Vice President, 
  Credit Bureau Furnishing & Disputes 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is my second letter. I need a copy of my beneficiaries that are in your system sent to me. I also need an explanation about why the $220k deposit was not on my last statement. You refuse to send me my security code.

  Business response

  07/28/2023

  28 July 2023 
  
  Dear *** ****: 

  Your complaint filed with the Better Business Bureau on 23 May 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 we received your Payable on Death (POD) Designation application dated 19 April 2023 and assigned your designated beneficiaries accordingly. A letter confirming that we processed your request was mailed to your address of record on 20 April 2023. At your request, copies of the POD confirmation letter, which lists your beneficiaries and their share percentages, were mailed to your address of record on 23 May and 21 July 2023. 
  

  According to our records, during a visit to our Davis Highway Branch you established two share certificate accounts on 19 April 2023: your certificate ending in **** with a deposited amount of $80,431.00, and your certificate ending in 9402 with a deposited amount of $139,137.72. Our certificate statements are issued quarterly, separate from your monthly statement for your savings and checking accounts. Your first certificate statement, which reflects the quarter ending 30 June 2023, has been sent to your address of record. 
  

  We regret the frustration and inconvenience you have experienced when calling into our contact center. Your future calls may be facilitated by enrolling in our Voice ID service; if you are not prompted by the system to enroll when calling, a member service representative can help with enrollment. 
  

  Should you have any questions, you can call us anytime toll-free at 1-888-842-NFCU (6328). 
  

  Sincerely, 
  ******** ******

  Senior Vice President, 

  Savings Products 

  Customer response

  08/03/2023

  [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

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent a certified letter (Tracking # **********************) to the creditor (Navy Federal CR Union) on 03/29/2023 to dispute an item that is reporting inaccurate on my consumer report. I asked the creditor to validate this debt and to provide proof that I owe this alleged debt. However, the creditor never sent me the original contract with my signature as requested. The letter only states the item is accurate and the debt is valid. I have no knowledge of this account!! The item continues to report inaccurate on my consumer report. I've disputed this item with the consumer reporting agency (Experian) several times and was sent back a consumer report letter stating it was verified as accurate. I've attached evidence of the information I was provided. § 1006.34 Notice for validation of debts.

  Business response

  07/17/2023

  14 July 2023 
  
  Dear **** *******: 
  

  In reply refer to: 
  Your complaint filed with the Better Business Bureau on 10 May has been referred to me for a response. 

  We have researched your concerns. Our records show that you opened a credit card account ending in on 10 June 2015. This account has an outstanding balance of $10,522.12, for which you are responsible. Pursuant to your request, on 6 June 2023, documentary information regarding this account was mailed to your address of record. 

  We have confirmed that we are reporting accurate information to the four nationwide credit reporting agencies regarding your credit card account. We will not request the removal of valid information from your credit file. Our records show that we have properly responded to all prior disputes received regarding your Navy Federal credit card account. 
  

  If you would like to discuss payment arrangements, please contact our Recoveries Department at 1-************, extension *****, between the hours of 8:00 a.m. and 6:30 p.m., Eastern time, Monday through Friday. 
  

  It is noted that the above address is different from the one reflected in our records. If it is your intention to change your address, please complete the enclosed Change of Information/Add Joint Owner form and return it to us. 
  

  Sincerely. 
  

  **** ******* 
  Assistant Vice President, 
  Credit Bureau Furnishing & Disputes

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for an auto loan with Navy Federal and got approved for a 6.84% interest rate on a used late model vehicle. I was told at most by a representative over the phone that the interest rate cause go up about half a percent if it wasn’t exactly as i described when applying for the loan. No big deal, I can live with that. I bought a 2021 vehicle with 13,000 miles and I got my loan paperwork today and my interest rate was a whole 2% higher. Navy Federal was unwilling to work with me on lowering that rate because with my credit that rate is ABSURD. I’ve been trying to build a relationship with Navy Federal, but they’ve made everything difficult for me from the beginning. I’m going to be refinancing my car with a different lender unless they offer me a more competitive interest rate and make all the headaches they’ve caused me right.

  Business response

  08/01/2023

  31 July 2023 

  Dear *** ******:

  Your complaint filed with the Better Business Bureau on 9 May 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 on 3 May 2023 you submitted an application for a late-model pre-approved loan (PAL) up to $60,000.00 with a term of 
  72 months. The loan was approved with an interest rate of 6.84%. On 5 May, Navy Federal was contacted by *********** ******* for a pre-approval validation code for a 2021 ***** *******. Since a 2021 vehicle is considered used, the rate was correctly adjusted to 8.64%. 
  

  Should you have any questions, you can call us anytime toll-free at 1-888-842-NFCU (6328). 
  

  Sincerely, 
  **** ******* 
  Senior Vice President, 
  Consumer and Business Lending

*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. ↩