Navy Federal Credit Union [NFCU] review: Bad manners in which they treat their customers 99

I am actually the nicest rep. there and have never been rude to any member in my one year time there. you should see my coworkers and how they talk. my job title is actualy delinquency control counselor and counseling and helping members is what I do best as opposed to collecting. i just use the name collector as a screen name. i do my job well and members appreciate my help and assitance i offer them. as a matter of fact, I am the #1 counselor there and everyone knows me and i exceed performance expectations every month. I know the ins and outs of nfcu and I can indeed tell you that the customer is not always wrong, their actually wrong most of the time. they lack the knowledge of money and finance and do not understand how the banking industry works. we just do our job just like any other collection agency. btw, loan officers do call members back. i meant to say loan servicing reps dont call members back and its simply because of the lack of time. we in collections, loan servicing, call center, etc handle thousands of calls throughout the day back to back and there isn't just any time. however, we do make certain exceptions and call members but its case by case. i guess one doesn't exactly know until they work there. btw there was a couple of lines that I deleted and didn't think its cool to sound tough online and would like to be as mature as possible.

NFCU Collector:

I stand by my original post. You still have a condescending tone when describing how members "don't understand how the banking industry works". I'm glad you remember your quote where you stated "the customer is always wrong". I have quoted you on my blog as an example of why my Navy Federal experience has gone down the toilet in recent years. The fact that you don't see this as a problem only buttresses my point further.

If it is maturity that you are trying to display, you will have to delete a few more lines. I'm thinking of the lines where you "LOL" at 30-year members too frustrated to do anything but vent on the internet. Or the lines where you poke fun at people with poor credit. Hello? There is a recession out there and people are losing their jobs. To have a person that works in the banking industry making fun of these people makes me a little bit sick, actually.

So, I'm glad NFCU is setting records and not laying off anybody during one of the largest recessions in history. I'm glad that is how you measure success in a time like this. Just remember where that money is coming from next time you are on the phone with the members who, for what ever reason, are sticking around.

I actually didn't have a complaint about Navy FCU but was researching their loan products and came upon this page. Now I am extremely apprehensive about using their products after reading NFCU Collector's comments! Wow, a company rep laughing at customers? A company representative that says the "customer is always wrong?" Yikes - if this attitude exists at Navy FCU and they are proud to project this - everyone run away! I'm going to send this on for others to see... never seen anything like this before.

Applysauce:

Make sure you check out my blog: www.navyfederalsucks.com as it gives you a much better picture as to how big NFCU's problems are. I think our resident disgruntled misantrophic NFCU Collector is just the tip of the iceberg.

By the way: The tips of icebergs are GOOD things, as they show people where the problems lie waiting beneath.

I ride a bicycle to work every day, but I think NFCU Collector has me beat with all of his backpedalling!

First impressions are lasting, as they say. If you come on here and address people on here in a condescending tone and then later become recalcitrant people are only going to remember the guy who came on hear making fun of the unemployed people on the other end of the phone and not the reconciliatory statements made later.

I like this one: "[I]f anyone is not happy or has complaints, just don[']t deal with NFCU anymore and find another bank!" Classic. I read today that Navy Federal had 166, 000 new members sign up year to date. I also read in USA Today* that last year NFCU made $65.30 per member last year on overdraft, ATM and credit charges. Guess what? That's $10, 839, 800 dollars if they are collecting fees at the same rate this year. Why does a non-profit have to charge fees at such an exorbitant rate? Is that looking after the membership, or looking out for the bottom line?

Presidents and CEOs BETTER be concerned with where the rank-and-file membership deposit their money. It's called Discounted Cash Flow, Time-Value of Money, and Risk Premium. People who take their money elsewhere diminish NFCU's cash flow, restricting the source of capital that their investment group has. Enough people get fed up, and cash flow decreases. Also: We stop fighting foreign wars and cash flow goes down as well, as NFCU is an indirect beneficiary of the Industrial Military Complex and, by default, profit from war-making as well (but that's a different subject!)

Now, it was stated by NFCU Collector that members don't understand how banking systems work. Only a myopic lower-level functionary would fail to see the importance in keeping members banking with NFCU, instead of making statements like the aforementioned "just don[']t deal with NFCU anymore and find another bank!"

I'm thinking someone should quit while they are ahead.

Source: http://www.usatoday.com/money/perfi/credit/2009-08-03-overdraft-fees-credit-unions_N.htm

AS A MILITARY MEMBER (NAVY) IT IS EMBARRASSING THAT THIS INSTITUTE CAN EVEN EXIST LET ALONE REPRESENT ITSELF AS A MILITARY ORGANIZATION. THIS IS ONE OF THE WORST ORGANIZATIONS I HAVE EVERY HAD THE DISPLEASURE OF DEALING WITH. BEING RUDE AND HAVING AN ATTITUDE SEEMS TO BE A PREREQUISITE FOR WORKING THERE. IT IS NO WONDER THEY ARE UNHAPPY THEY HAVE TO DEAL WITH PEOPLE WAITING IN LINE FOR 45 MINUTES. THAT IS RIDICULES AND IM GIVING THEM MY MONEY? I HAVE NEVER BEEN HAPPIER THAN THE DAY I LEFT.

badmofo,
Thanks for leaving.
I know that you think of yourself as a calm cool communicator. The use of all caps and the tone of your comments say it all. Now for just a little clarification. NFCU is not a military organisation. I do understand what you mean't. You mean't to say that NFCU is an organisation that SERVES the military. I'm sure that is what you mean't. Let me explain something to you. I am a retired Navy man. NFCU turned me down for a loan once. I asked "Why?" The young man explained to me that I was asking for too much money. {Actually the seller was} This empowered me to challenge the seller with this information, and he lowered the price to a more reasonable amount. Now, I was a little immature. I was embarrased to call NFCU back to reapply for the lower amount, so I went to a local bank. I was however, VERY GRATEFUL to Navy Federal, because they saved me OVER two grand. Now that's customer service. Some members actually get upset when they are turned down for a loan for that same reason. It's one of those blessings in disguise things that mature people welcome. Thanks Navy Federal!

All other interested parties...

In general as the world falls apart around us, and our lives start to suck after working so hard for so long, we tend to take our frustrations out on just about anybody else that we can. Especially people that we think are in a lower station in life. I was "advising" a member once and he got snappy with me and "advised" me that I was "Just a lowly call center jerk". Yeah, I was sad to be treated that way. Yes, I really didn't like it. But he chose to treat me that way, and I am sure he did not take my goof faith advise to heart.

When I got hired on at NFCU, I was gassed! I had assumed that ALL members felt the same was as I did about NFCU. NFCU has been the only "bank" that I use for over 20 years! But let me tell you something...very early in training you get to sit in on the phone calls and listen to what's goin' on. I went back to the classroom in shock! I mentioned to the trainer that about 10% of the callers were extremely angry and treated our agents very rudely. The instructor did not hesitate or skip a beat. "Treat ALL membership with the respect they deserve" That's the NFCU policy. In other words even if we are being treated poorly, ignore it and keep serving the member...with respect. I know from peer pressure "for lack of a better term" that ALL career NFCU employees adhere to that maxim. Sure, there are a few bad apples. As "NFCU collector" boasted, there are no layoffs at NFCU. That is true. It gives great comfort to those of us who go to work each day pledging to do our best. But guess what, our calls are randomly monitored. And yes, if you have a "habit" of treating the members rudely, it will be revealed, and you will be canned. No there are no layoffs, but there are plenty of empty seats due to s few bad apples attitudes. They get caught, and get let go. If a member complains, and that random call was monitored, that agent will be booted. Our management does not tolerate disrespect to our membership.

Spouse wants me to go now. Sorry had much more to say...maybe later.

Now let me give you an example

I have a loan with Navy Federal, I called this morning to get an extention on my loan. I was recently laid off my job and I haven't recieved my first unemployment check. Navy Federal transfers funds from my account on the 1st and the 15th. Today is the 12th, I called trying to be pro-active and informed them, that I just got off the phone with the unemployment office and was advise that it takes 10 business days or more before recieving my 1st check and I wanted to let them know that the funds would not be there for the 15th... I asked the gentlemen to stop the automated transaction for the 15th since I knew I was not going to recieve my check within that time. I also asked if I could be granted an extension or a deferment, he transfered me to another loan rep "after" deleting the automated transaction, I spoke with a ### name Carrie whose primary concern was... your account will be past due. When will you make your next payment...while trying to find some humanity in this witch, after trying to explain to her 50 times that I lost my job along with half of California... and do not have any money right now. The whole purpose of me being transfered to her was to apply for a extension or deferment... after she informed me that I did not qualify for the extension "BECAUSE I HAD NO INCOME"... I rebuttled that comment for 20 minutes then told her to have a good day. I get to the bank to discover that Carrie had taken out 235.42 from my checking account. Only 117.00 was due on the 15th. Today is the 12th, I've already paid half of the 235 on the 1st... I asked to speak to a supervisor and he continued to discuss arrangements for the payment due on the 15th. After they took more than the amount due from my account WITHOUT me authorizing it. Instead of Navy Federal offering suggestions on how to keep your account current when you lose your job, their primary concern was WE NEED OUR PAYMENT... The supervisor Joseph List was rude, did not listen to anything I had to say, continued to interrupt me and did not want to resolve the matter, he continued to press the delinquent issue on a bill that is not due until the 15th... I asked how to file a complaint with the rep Carrie whom I am sure removed the funds without my authorization. He told me I could state my complaint with him. They did put my funds BACK into my account, but gave me hell for something they did without my consent. Not only did she take out MORE than the amount that was due BUT she did it without me authorizing it. They were very unprofessional, SAID EVERTHING BESIDES THE FACT THAT THEY WERE WRONG. I have never been late on my loan or any other bills, I simply lost my job, tried to stay on top of when I would recieve my first check and then I simply called every creditor that I new was due. Navy federal was the ONLY ONE that gave me problems. Then tried to take their money before the due date. This Carrie person looked into my checking account saw that I had 250 in there and took the last money I had and applied it to my loan 3 DAYS BEFORE THE LOAN PAYMENT WAS DUE. I would like to file a lawsuit. I am beyond upset... all while speaking to the supervisor NO ONE APLOLOGIZED. I even asked Joseph, sir what amount is due on my loan today... he advised NOTHING... so I asked WHY WAS THE MONEY TAKEN FROM MY ACCOUNT TODAY, IF THE PAYMENT WAS NOT DUE TODAY? He simply replied Carrie was ONLY trying to protect NAVY FEDERAL. Not one suggestion was made on how to assist customers in their time of hardship, every creditor I called, either made payment arrangements with me or deferement my payment, even my auto loan was deferred. LOSING MY JOB WAS STRESS ENOUGH! HAVING A BANK TAKE UNAUTHORIZED FUNDS FROM MY ACCOUNT TO "PROTECT" THEIR ACCOUNTS 3 DAYS BEFORE THE PAYMENT IS DUE IS B/S and they have not heard the last of me. I have already begun to contact attorney's regaring this.

Laid-off mother of 3:

I recommend:
https://www.ftccomplaintassistant.gov/

I also recommend filing a complaint with:
http://www.bbb.org/

For more info on NFCU's suckage:
http://www.navyfederalsucks.com/

I am sorry to hear about your bad experience with Navy Federal. It seems quite typical these days.

Regardless of the above poster's comments, I recommend filling a complaint with the Federal Trade Commission. Let them determine what course of action to take.

Also, change to a different credit union. NFCU can't take your money if you switch to a different financial institution. Find a smaller local credit union, you'll be glad that you did.

Yeah, quite a few "complaints" on Complaintsboard.com. Whodathunkit?

Yeah, who'da thunk 5-6 people would be upset enough out of 3+ million to actually press fingers to a keyboard to express their dissatisfaction. I'm thunkin' that's not a huge percentage.

The captain of the Titanic saw the tip of an iceberg and was equally dismissive of the disaster lurking beneath.

By my count it's over 20 complaints on this board alone, with an average of 2-3 folks chiming in with similar dissatisfaction on each entry. That doesn't count the number of complaints on similar boards such as consumeraffairs.com, /link removed/ bbb.org. But you can go ahead and keep rearranging the deck chairs on your Titanic and keep telling yourself that everything is going well.

WOW! Chrystalyn, did you read what you wrote? YOU run up a debt, refuse the assistance from the lender, then they close your accounts so that YOU will not increase YOUR debt to them, and you bleat to the world that you think that NFCU should pay YOUR debt. You follow up your statement by threatening a class action lawsuit! It's laughable. Ask your Mom or Dad to read your entry. Let them have a chance to see how underinformed and mislearned their daughter is. I feel sad for them. No do overs, no second chances. You will have to do with the brains you have now...UNLESS YOU WANT TO MATURE AND ACCEPT RESPONSIBILITY FOR YOUR ACTIONS. From the time that you accept responsibility for your actions, your life will improve. Why? Because you will learn from YOUR mistakes and not repeat them, thats why. Good Luck to you Chrystalyn on your long journey to MATURE adulthood.

loll lol, wowwww. Christalyn! girl whats the matter with you. you dig yourself in a hole and blame nfcu? PFM is a great free program nfcu offers you for long term hardship assistance and when you get in the program it closes out the credit card, which is done for a reason: so you wont use the credit card anymore! i said it before i'll say it again, people like to always blame their irresbonsibilites on the instittuition, I guess that's human nature these days. I wish you stated what you wanted NFCU to do for you. All you guys on here complaining are lame. NFCU offers lower rates for your loans, higher rates for your checking/savings/CD's, and lower OD fee's compared to the standard brick and mortar bank and you guys are still complaining. unbelieveable.

Well I thought that Credit Union are suppose to mitigate there losses. Not NFCU i am currently in short sale with my home i owe $190000 got and offer of $188000. NFCU sat on the offer for 4 month and the was just retracted. Now they what to approve a lesser offer of $140000 and come after me for the balance this cannot be right?

Listen to me and listen to me good. I am not just some young buck giving you bad advice. In fact do yourself a favor and keep looking at all the complaints against Navy Federal Credit Union. They are up to no good. As far as loans go. If you are one day late, they will take money from your checking account and even savings account and pay towards that loan no matter what. They will charge you fees even after only one day late. I am telling you back out of the loan. Go to a small time bank in your area where you will be treated properly. I know about Navy Federal because they have done this to me and other people just like me. I am planning a lawsuit against them as soon as I get the information and documents I need.

I use Navy Federal Credit Union and I love them. They bent over backwards for my family.

I'm active duty..I can't believe what i am reading about this Institution. If i only knew this is what i was signing up for in bootcamp. (seems mandatory). NFCU sorry to say doesn't care. im going to do everything in my power and network to make sure that their name is associated with . We make the bank. They seem to have forgotten that. The fact that they would help themselves to your money without notification is robbery... I just recently started school. Some ### Wade Parker in Vienna, VA decides that my chp33 money should go on a car loan and not school or basic necessities for life. Where are your ethics? Morale code? You ### ever heard about a debt consolidation loan? Word of mouth is the best advertising u can do. to everyone complaining i feel ya life goes on though...just make sure everyone u know hears about what they are doing to there Military service members. run a small ad in your local paper you are not voiceless. I'll be doing so in Houston, Tx, Norfolk, VA, Bethesda MD jacksonville, NC and San Diego, CA. Too many active duty service members accounts have been RAPED by NFCU... They are GOING to get the POINT!

NFCU collector, I understand the job is frustrating but you are doing no good by telling people they are wrong. Whether they are wrong or not it doesn't really look good on you to get on this board and put people down like you are. That's not good for trying to move up in the company and make it into trainer or supervisor or vice president. It also is terrible that you made note that you know Joseph List and Kerry. If someone within NFCU saw some of the posts you made on here and happened to know Joseph List or Kerry they could easily start to narrow down who you are. You are a Delinquency Control Counselor, you are male, you supposedly have good numbers because you are the top person on the floor, and you have made it known within the company that you want to move up. If you actually want to move up in the company I would settle down on the complaintsboard a little. It is unprofessional. You don't know who is watching this board. I am sure in an HR perspective it could lead to termination. No questions.

Pedro,

Too late. This guy has demonstrated the lack of professionalism and disdain for his organization's members that have driven most of them here in the first place. He doesn't realize it, but he is validating every complaint on this board by his behavior here.

If he is the caliber of person NFCU wants to make a supervisor, well that speaks volumes right there.

Navy Federal Credit Union does have the most RUDEST customer service in the world. I personaly had a big problem with them. There were a number of times that the customer service was not helpful. People like Holly, Kelly, and theres a list of these reps who were nothing but rude. If I kept a complete list of these peoples names there would not be enough space. But these customer service people who are so rude with us members all need to be FIRED period. There is no excuse in the world to be rude with any customer no matter what. Its like you kincking a pit bull in the mouth or throwing rocks at it. Do you really think that the pit bull will sit there and not do anything in return. The answer to that is no. The pit bull will chop of your arm for that. Same thing with your customers. If NFCU keeps doing this to their customers or members we will all take our business else where, and because of what occured a few days ago and in the psat I will take my business else where for good. I do not agree with the employees at NFCU. But I agree with the complaints from all of these members. What needs to be done is a class action law suit againt NFCU for them allowing their customers being abuse by their employees. You can easy replace an employee. But it is very hard to replace a customer. Because of all the crap with NFCU I will no longer do any business with their company. Yes they also screwed me over with my car title too. And no it was not my fault either John Marshall or Brad Sheetz or any other NFCU employee or collector. Screw all Navy Federal Credit Union Employees!

JSimpson:

I took my business elsewhere and have been very happy since. Smaller, local credit unions have a vested interest in their memberships' satisfaction. I suggest you open an account with one. If you owe NFCU money, pay them off and get them out of your hair forever.

I joined Navy Fed over 27 years ago. The organization was top rate and would bend over backwards to help you out if possible. Now, it is just a banking institution. The lack of human understanding and constantly changing rules and how they post your direct deposit even is mind boggling. I have transferred most of my direct deposits to USAA. They are a bank and yes they are still flawed, but the reason I did it is because Navy Fed is no longer the institution I joined...it is just money hungry! I have also asked my family members and friends to transfer to USAA and eventually, Navy Fed will feel the loss as more members depart. The Collection guy didn't comprehend what he was reading on several posts. People are losing jobs! How are they going to get blood from a turnip! It seems that the organization would want to get their money back. It doesn't make good business sense not to work with someone the first time. If they renig on the agreement then go after them. The last time I looked at IRS tax info, unemployment benefits are considered income!

Navy Fed member 27 + years:

I'm glad to hear more and more people are taking their money elsewhere. I have heard nothing but good things about USAA and wish you the best of luck.

Navy Federal has no regard for banking laws, nor member service. Do not bank here. The new recurtes for the millatary are ordered to open an account here, that is how they gave so many members. The employees are not trained and with the coming of cutler the thought is a monkey can do this job. I use to work there. I know. A big part of management has no college degree in banking and most in nothing at all. They are were they are because the look good for photos or a family member is an officer. NFCU got read of all the experanced employees years ago. DO NOT BANK HERE EVER, go to USAA or BANK OF AMERICA.

I use Navy Federal in Hawaii because I refuse to use a Japanese bank. I still have a mainland bank for my military direct deposits but i use the Navy Federal account for my daughters school payment and for cashing check. I have had to two car loans with them and a small loan. The first car i had a loan with was traded in to buy a new one and paid off, it took SIX months for the dealership to get the title. The dealership kept calling us and my husband had to walk into Navy Federal 3 times to get it straightened out they still sent the title to our address! Everyone we talked to at Navy Federal told us a different way to take care of the situation we finally realise we had to deal with the bank supervisors to get anything done correctly. Second car loan we paid off directly it took 6 weeks to get the title in the mail. No letter attached, no instructions from Navy Federal on what we do with the tile or what actions they did to the DMV in California speed up 1 year later we took out a small loan with Navy Federal and used the car for collateral paid it off got the title in the mail with no instructions on how to take off them as a Lienholder so basically they are still on there, they have been on there since I paid off the car loan and didnt take any actions with the titles DMV even though it is in the Electronic Lien and Title (ELT) system. So I'm annoyed and I'm starting the process of switching the title to a different state so I can sell the vehicle. I never had a problem with Car Loans before!
I'm so glad I never fully switched over to Navy Federal as my main bank from all the stories I read here and my experiences this is the worst unprofessional bank I've ever dealt with. They seem to hire new people all the time that don't know what they are doing and it's very frustrating. I realise know that most people that work for them are newly trained and don't now much so they have a attitude to cover the fact they suck at their job.

Do I feel the lower interest rates are worth, no because that only applied for when I was a new member but now they think they have me and don't offer as good of a interest rate anymore.
I'm canceling my membership as soon as I leave Hawaii!

I've been a member of NFCU since 1978 and have had no less than 30 family members join. Yesterday when making a deposit into my checking account at NFCU Salem road branch, VaBeach, accompanied with my NFCU access ID I was asked in broken english "you has da account here?" I thought it was a funny question, laughed and said "of course I do. Is that a trick question." She got very short with me and started defending herself. I said Ma'am if you don't mind, just make the deposit and I'll be on my way.

Today, after waiting in the drive through for 15 minutes, 2 cars in front of me. They shut down the carrier and monitor after I pulled up. It was still 5 minutes before closing and the light was green. They ignored the teller call bell so I went to the front door as they were locking it, asked to speak to a manager. The pig on the other side of the door blatantly ignored me and turned her back on me like a coward. What happened to customer service? we pay there salaries. Yes "collections" even the people who pay their bills late are the reason you have a job. Regardless, it gives you no right to treat people with dis-stain. I've been using NFCU before some of these snobs where even born. yes I'm old fashioned. I believe in manners and courtesy. after all, it's what gave NFCU such growth. Then these rotten brats come along enjoying the benefits of a road us members paved with our sweat and treat us like crap. It's not right and the leadership would due well to weed out the bad apples.

Bye the way, I'm putting my complaint here because NFCU does not provide a means to file disputes. They just hide behind their, website, cameras and glass doors.

I have something to say about all of you who complain... TAKE YOUR MONEY AND GO ELSE WHERE.. dont you have anything better to do then complain about your credit union? first of all... they hang up on members when they CURSE ... thats not bad customer service. that is you being ignorant.. secondly.. its not THEIR responsibility to keep up with YOUR money.. its YOURS.. who do you think they are? your parents? you people are pathetic.. grow up and find something better do do like.. go BALANCE your checkbook!

First of all... why are you complaining? just take your money elsewhere.. and secondly... Its not their job to keep up with YOUR money! its your job! and they hang up on members because you curse at them! thats not poor service... thats YOU being ignorant! you are pathetic! go balance your checkbook instead of filing little complaints that arent going any where... navy federal is the only bank that is open at all times to help their members who are over seas..they are a great company.. and members cant talk to the CEO hello! are you crazy?! do you not know how busy he is? NAVY FEDERAL IS THE LARGEST CREDIT UNION IN THE WORLD and they are a darn good one I must say! maybe next time.. when you have an issue.. dont take it out on the person on the other end of the line.. because its probably NOT THEIR FAULT! you all cry like babies when you dont get your ways.

I joined NavFed while stationed in Okinawa, Japan in 1993. (Irrelevant but we all like to be nosy).

It has been my default bank since around 1995, checks, cards and as the internet started to take off online banking.

After 1997, NFCU became my sole bank account.

I had three car loans, all fully paid for and NEVER late. Last loan was paid off well over 8 years ago.

Equity line of credit for 3 years, fully paid and closed 1 year ago, again, in perfect standing.

I have a NFCU mortage since 2004, always paid on time (Actually I have been paying extra, 13 payments on 12 mos., an extra payment a year). Did I tell you about my paid off home equity line? Oh yes, I did!

I now sit here in financial distress for the first time in my live, my divorce is not NFCU's fault. The impeding loss of a big percentage of income on my part isn't NFCU's fault either, we are all clear on that. Let me tell you what's NFCU's fault. The lady that I talked to at the Mortgage Collections Dept [protected]. The word "Collections" brings a rather unpleasant vibe, does it not? Now I can see why.

The mere act of making that call will set you up. read on.

I started doing research and started reading from the HUD website which took me to HOPE.com and then I basically followed their steps.

Step 1 was to contact your lender (I regret that) The lady was nowhere pleasant, tolerable at the very least but I think that she remained like that because of my own cool, few folks would have put up with her attitude, mind you that I always keep a professional conduct and DO treat others as I would like to be treated, cliche? perhaps, but that's really how I roll, like the saying, you can catch more flies with honey than vinegar? Well, it's kinda a personal motto for me... I'm not talking the talk but walking the walk here... I'm in the business of compassion and care to people so I know a bit about interpersonal conduct.

Back to the story, she grills me on timely payments (NEVER DELINQUENT! She must have the data in a 'puter im sure!) then concerns herself with... How am I gonna pay next month!? I got savings, I will pay like I've always paid! She was taking GREAT care of NFCU's needs only. Frustrating because she was missing the whole wide forest for the tree! I AM NOT LATE! I WONT BE LATE, I am however entering financial distress and will have great difficulties in the near future and as suggested by HUD and HOPE I am letting you know so you can help me find a solution (The whole point of the program) She said that she has placed a note on my account, , , good grief! what have I done! I'm prolly being flagged as some type that only NFCU insiders will now know... What a fool I am! I'm really a fool! I resorted to continue with honey as I always do and explained time and time again that the payments will be made but that I need to submit a loan modification application as allowed by the new law and shown on http://www.navyfederal.org/about/stability_plan.html and then http://www.navyfcu.org/assets/bppreapp/NFCU_Financial_Package.pdf since I will be in dire need soon. I am NOT asking for freebies! If the program did not exist I would take the bullet, but there is a program out there, according to this https://eics.navyfcu.org/Mortgage/LoanIss.nsf/mbrfeedback?OpenForm I may qualify and since my credit score is PERFECT, have managed finances without a hiccup since entering the work force some 23 or 24 years ago I feel insulted, humiliated and mistreated when simply asking for information... my finances are still sound but I will need help soon, , ,

I should have known that calling something with the word "Collections" would have indicated a different attitude.

I have read all of your posts and I am sorry that you can only take my word for it and don't have any proof but I assure you my attitude was the most cordial and professional, that's just me, that's how I do business, always! Also that my account is in perfect status, I was simply following the steps depicted for this program, step number one "talk to your lender", well, good luck if NFCU is in your papers.

Now to be fair, I will wait for answer of the application and process and post back. This complaint is based on the poor manners and rudeness from the aforementioned dept.

Depending on the outcome of this, Im entertaining the idea of getting a website, blog or forum in the future where I can post actual documentation, such as my perfect credit report for decades and mortgage payment history but will have to find ways to preserve privacy for obvious reasons while still making it legible and most importantly, credible, , , it's just a thought. Also I may start notifying employees that I am recording the conversation too but again, due to privacy wont be able to post the entire conversation (Can you say ID theft?) but I mean, it's all a vague idea rolling around, I may get approved and have a good experience and that would be the end of it, for now I will post whatever progress or regress and see what happens.

I wish you all luck, be nice, honey better than vinegar! ...unless the dude is holding a knife then I'd have to blast a cap... ;) Nooo! LOL

Update.

According to the USPS the application package has arrived. I called NFCU, they asked me to call back again in 2 weeks.

I spoke with a guy (his name in my files) this time, more pleasant than the first encounter written above, however, I simply led the conversation to a single question. When should I call back to check the status again? ...he said in about 2 weeks and that's just for confirmation that they have indeed received it. (Tracking slip from USPS says they did) information about the process could come 6 weeks after that.

I quickly thanked him before he developed any further concerns, there were brief pauses which led me to believe he was digging into my account (yes, yes, assumptions on me behalf but I wasn't born yesterday) and it just didn't go fluidly smooth, it was like he was reviewing files...obviously all in order, since my question was fully answered a bit ago so I hurried out and all went well.

Tones I dont understand what you are complaining about. You kept saying your accounts are in good standing and you have never been late. Great! If just all our members were like you, my job would have been sooo much easier at NFCU. If Im not mistaken, your complaint was with the manners of the employees in the mortgage department. Collections is not customer service and such a manner is expected. Not just from NFCU, but virtually ANY organization in the world. If you speak to a collection rep at any company, do you really expect them to be nice to you? I dont. Even if your accounts are in good standing.

Heres the thing, I work in collections and I can tell you. Thats how we are trained! Its not up to us to be honest with you, we are are nice people. We really are once you get to know us. We get audited by quality assurance and there are certain questions and things we have to say in order to keep our jobs. Its not that we like to be bad mannered or want to, its just how collectors are trained. So please dont take any of that to heart. This goes to every other member in this forum. Understand were we come from and we are just doing our own jobs. Now if an employee lets say in call center, or loan dept, etc, was like that I would understand because they are purely customer service and thats what they focus on.

Ill be happy to answer any ones questions or concerns. Just message me.

Wow... the NFCU employees on this message board are disgustingly rude. I have been a member for 20 years and was just doing some simple research on the institution when I ran across this.

I am disgusted reading what these NFCU employees are saying here. You have set a very bad example for your company. Looks like I will be seeking a new CU sooner rather than later.

First of all it kills me that the "collections" defenders feel justified in saying because either errors, inability to pay or whatever the reason is they have the right to be rude if someone can't pay their bills or make a mistake on their account. Everyone is human and if you had a brain you would know you catch more flies with honey than vinegar. If someone calls me or I call in and someone is nice about my account and making arrangements I am more than eager to bust my butt to pay them before anyone else if I'm going through issues. But if you're mean, you go to the bottom of the pile. Try to intimidate? Please that will get no response. Chances are by the time collections gets the call it's already on your credit. Nothing gives you the right to berate another human being especially if they are falling on financial hardships just because you're paid to and have a bottom of the barrel job in collections.

If corporations like GM and Donald Trump (who has filed bankruptcy 3 times almost every 8 years) are filing bankruptcy because they can't pay their bills and survive then what makes you think that someone who is at the mercy of this economy that's failing and filing bankruptcy can't fall on hard times for you to say "if you paid your bills" and all of this would be fixed if you did. Really! If it's that easy you shouldn't be making minimum wage + maybe commission but you should be on the advisory board for these two companies financial department or more as you have just come up with the solution for the failing economy! Say it and shall be so! You're crazy

I have been a member for over 20 years and after paying faithfully on numerous loans and paying them off quickly I had an accident and broke my back. I was out of work for over 9 months although it should have been longer I needed to pay my bills so I went back to work. I couldn't work in the same capacity so I took a pay cut just to keep my job so I could catch up. Priority, my car and mortgage. After a few months of paying on time a payment was taken into the branch and it was refused because there was a balance on my credit card with NFCU. Worrrrd! Refuse a payment? Ok, so I started working with the "collections" department who said I could pay over the phone. They had my checking information so instead of waiting a few days when I could get to my bank (I travel a lot) and put the money back in the bank I told her my direct deposit should have kicked in and my paycheck should be in the next day so I could pay over the phone but I would call her and let her know, if not it would need to be processed on Monday. They processed it the next day before I could even call and screwed up my account with another bank.

The bottom line is it got to where I sent in a payment and it was joked that the payment would not be processed until the credit card was "paid off." What! So after fighting with how I could pay them, if I can't walk it in and can't send it you only give me the option of paying with a check so you can keep the information and process payments at will? Nah. And all I can do is call back the jerks in collections who think they're above customer service. What is this elementary school? Fix your end and I'll fix mine or you can have the car. This is crazy. You can be rude and tell me to pay but then refuse the payment.

In the end it's easy to hide behind a pseudonym, phone and in a forum but it would be a different story if you were standing at my door!

I would suggest that Navy Fed ask their employees not to post anywhere. This is the example of employees you have working for you?! I have a Navy Fed account JUST because it's fairly local. Otherwise, I deal with other credit unions almost exclusively. I've had many banks and credit unions and I have to say that Navy Fed's employees are not consistent. You get either a really wonderful representative or a rude one. I've never had this experience with my other banks/credit unions of which I've been a member of from 7 to 20 years. I do not really like Navy Fed but wanted a local "bank" if I had to go in for some reason. As for the Collections Dept, pleeeaasseeee, I've worked in collections and I was NEVER trained to be impolite--you don't have to be overly friendly, but be polite. Unfortunately, people do fall on hard times and of course it's not Navy Fed's fault. If you owe, you owe. But at the same time, at least be polite. I see that Navy Fed has merged with USA Fed. I just wonder if the service will get worse.

NFCU as a whole (not just the "customer service" division) has gone down hill and there reputation with them! I have been a member for 25 years and that is soon to change. Would never use them again and in fact purposely discourage anyone from borrowing from them. Basically, in my opinion, the organization is a SHARK! Out to kill and destroy! "Buyer" or should I say "Borrower" BE WARE!

I am surprised by all of these comments being made about NFCU. I have had my own problems with them but, I’m still surprised to see this many comments. I never guessed that there would be so many disgruntled people out there willing to write about their negative experiences.

NFCU has essentially terrorized me over the last two years (including while in bankruptcy). Frankly, nobody deserves to be treated like some of us have been treated. While I take full responsibility for not completely fulfilling my obligations, I've paid off multiple loans and paid thousands of dollars in interest to NFCU. Nothing justifies treating anyone the way that I have been treated. When my financial "crash" came I made it a point to call NFCU twice a week for more than a year prior to filing bankruptcy. I mostly called them so that they wouldn't keep calling my family members and harassing my neighbors.

One evening last year, at 9:30PM, NFCU sent a “door knocker” to my home. I’ve since learned that a “door knocker” is a collection industry term used for a contractor who places door tags onto the handle of your front door. These tags typically say that they want to speak to someone in the household. The “door knocker” pounded and kicked on my door so hard that, for a minute, I thought that it was a home invasion (I still have the dents on my door). I think that he kicked my door because the dents in my door are on the lower portion of my door. I was able to talk to the “door knocker” through the front door. He stated that he was working for NFCU and that I needed to call them. I told him that I had just talked to NFCU the previous day and that I was going to complain about his pounding on my door. He basically told me that nothing would happen to him and that he would not get in trouble because he was just “following orders” given to him by NFCU. I told him not to return to my home again and that I was going to call the police. He then ran to his car and drove away. While I was not able to get his license plates, I did call the Fairfax County police and gave a description of the "door knocker" and what had happened. They indicated that they would make a report and for me to call earlier next time so that they would have a chance to question that person at my home.

It was this incident that, not only scared the heck out of me but, caused me to realize what was actually going on. I had noticed that although I had been calling NFCU twice a week for 6 months or so prior to this incident, NFCU was still calling my neighbors and my family to harass me. They repeatedly called my in-laws, siblings and mother. I’m sure that they called others because most people would not probably want to add to my own embarrassment by telling me about their NFCU calls. At the time, I felt humiliated and too embarrassed to do anything about this harassment. I was (and still am) trying to focus my energy on getting a job. I did write the Chairman of NFCU to complain and explain my situation. My letter to the Chairman basically apologized for hurting the members of NFCU for not meeting my obligations and (most importantly) to ask NFCU to stop using illegal collection techniques to bully and harass me. I even wrote that I thought NFCU would collect more if they followed the law.

At this point, I have had it! I have gotten to the point where I actually feel ashamed for not standing up to them earlier. I've caused my family a tremendous amount of pain due to my economic situation as it was and is. It wasn’t right for my family to have to experience the unbelievable behavior associated with NFCU’s collection activities. All of my creditors had essentially cooperated with my financial situation except NFCU. NFCU is the reason that I filed bankruptcy in the first place! I didn’t have any money to pay anyone anyway! During bankruptcy, I had to submit to a deposition requested by NFCU (more NFCU harassment!). During the deposition the lawyer from NFCU kept asking me about my disabled daughter. That was unbelievable! I had essentially given up my ability to get a security clearance by filing bankruptcy and I was still being subjected to the wrath of NFCU.

At this point, My home is being foreclosed on (finally), I am broke, I have no job, I've got a disabled daughter who has substantial medical needs (she’s still wonderful and I wouldn’t trade her for all of the money in the world!), a wife and a son to take care of (they are also awesome!).These realities are NOT NFCU's fault but, I now have nothing to lose and perhaps I have learned a valuable lesson about how to appreciate what I do have (an awesome family and the sun coming up in the morning). I’ve also learned that one should never run away from “BULLIES AND THUGS! The pain and shame only get worse!

I've decided to remove myself from bankruptcy (I should never have filed in the first place!) and take NFCU to court to try to keep them from harassing others like they have harassed me. It's the least I can do for my own health and to give back to those who may suffer in the future. I'll spend half my day looking for a job and the other half dealing with NFCU in the courts. I will probably lose, but I will do a more honorable job of getting my point across and at the end of the day it’s the right thing to do.

My story is true and I'll put my hand on the bible to swear that it is (just like I will in a courtroom soon enough). I’ve got a bunch of faxes, letters (some certified) and all sorts of notes related to phone calls that will help substantiate the immoral behavior and treatment I received from NFCU. I ask that anyone who has a truthful story that they are willing to share about their experiences with NFCU to please contact me at nyquil762@gmail.com. You don’t have to talk to me if you don’t want to. You can just share your story in writing anonymously. I realize how embarrassing these issues are to communicate and I don’t think there is anything wrong with keeping them private. Some of you may feel better by just communicating your thoughts to me (kind of like writing a letter when you’re angry and then ripping it up when you are finished). I promise that I will not share your emails or our conversations unless you want me to.

And to anyone out there who works for this group of "GANSTERS” and or agrees with the behavior that NFCU has used to bully me and others", I'LL SEE YOU IN COURT! Thank you for your time and gob bless. Nyquil762 otherwise known as at Mark in Virginia. I’ll publish my full name after the lawsuit is filed.

I am currently having issues with NFCU as week. I have contacted the president of NFCU. I am listing his contact information in hopes of being helpful to other NFCU members. Phone: [protected] Email: cutler.dawson@comcast.net

Good Morning, on several occasions I have been into my local branch and stood in line that said AVAILABLE when there is NO teller available. This is not what I call customer service…it’s what I call customer NON-Service….there are two teller lines that clearly state Available in bold blue lighting, but in reality only one teller line actually has a teller available. This is a regular occurrence at this branch. When I complained about it this morning while standing in the AVAILABLE/ NON AVAILABLE teller line I was told that if I did not like it I could go to another branch? Are you kidding me? Talk about some POOR customer service…the young women sitting at the desk this morning had NO business speaking to me in this manner….it was very rude and a total lack of customer service. She did explain that the Available light in the NON available lane was a requirement of the branch and I would still have to wait in line for the only teller available which was helping another customer in the OTHER Blue light available lane…but what sense does this make for the customer who stands in line waiting on the ONE teller that is helping another customer in the other AVAILABLE line…when there is only ONE TELLER AVAILABLE? And I don’t want to drive across town to another branch as your Non_Customer service so clearly pointed out….maybe I should just take my business elsewhere! Just saying….