Navy Federal Credit Union [NFCU]
Reviews and Complaints

I'm not sure if this is going to the appropriate office for resolution or customer service. I have had bad experience with different people in NFCU. Tanaya Gibson was unresponsive to emails and phone calls. Also she said that our VA Appraisal was ordered on the due date in our contract. Three weeks later, our agent informed us that the appraisal was not ordered causing a DEFAULT on our contract. I found a production manager, Nathan Brown, who assured me that the appraisal is expedited. However, Nathan doesn't follow through and call when he says to give an update by end of day (2x). I left him 2 messages notifying him that we are DEFAULTING the financing contingency on our contract since appraisal was not done TODAY. I just want NFCU to rectify or compensate for the hassles they have caused us. Because of NFCU's mishandling of details, we have DEFAULTED our contract 2x by not meeting deadlines. I just hope that NFCU will do a better job in understanding the needs and pleasing customers.

Hello, i have been working on my job now for a few months. I usually go to one branch that is closer to my job to cash my check but this particular Friday I decided to go to the one closer to my house since I was off of work. Let me first mention that each site is well over 30 mins from my home because in my area there are no Navy Federal's to be found. I moved to Richmond from the Hampton Roads are where there were plenty, so the fact that I have been here for 5 years and still bank with them should speak for itself. Anyhow, this Friday I chose to go to the Fort Lee branch off of Temple, close to the base. I was told that my check would be placed on a hold. When I asked why they could not provide me with an direct answer other than pointing to a sign that says checks may be subject to a hold. I tried to explain to them this normally happens when the acct is new, check being cashed is from a new person or employer or maybe something suspicious was going on with the account. But for them just to hold my check because of how I looked, was a discrimination. I also advised them that I had just recently cashed my last pay check at the other branch with no problem at all. They did not care. They knew, as I was told when I called the 888 number to report the discrimination, that it was totally up to them if they would accept my check or not. Here it is 4 days later and my check still hasn't cleared. I am now let on multiple bills that were do on the first and on top of that I found out from a recent call that my funds wont be released until tomorrow. This is unfair and discrimination at its best. I don't think that someone who works 10 hours overnight should have to doll up just to cash a check to make a teller feel better. The teller that served me was Linda Beverage, and the manager who could careless and actually told me out of her mouth that maybe the other branch made an exception for me but they wont. I am actually ready to close all of my accounts as soon as I find a new bank. I have been with NFCU since 2008.

Description of Complaint:
Friday on june 15 th i went to deposit a check, i had recieved from my job. I went in and asked how long it would take to clear the lady "Carol" said she would let me know. So in the mean time she just has a huge attitude when asking about my direct deposit and i said sorry im in a rush i dont have time to be much longer. ( I get its friday you've probably had a long day and its 30 minutes until closing but no excuse. So once i find out it would take 2 business days to clear, i asked why which was aggravating because of the attitude! So She explained i dont have a relationship banking wise, which is true we primarily use my husbands account for bills and all that stuff. We use his account for everything! So i left and as i was walking out she whispered something under her breath. At this point i didnt want to go back in but i had to talk with someone to try and understand this. What Carol failed to look at is i have a joint savings with my husband and he has a relationship with his account because we always use it. At one point i had set up my direct deposit to go into OUR savings account. Well long story short Althea whom is a manager there was the absolute rudest ( i can see how her employees follow in her foot steps) great leadership! She argued with me of why i cant deposit it into my husbands savings. Her exact words were " we cant try and BEAT the system by putting into your husbands account because has relationship with us, i feel like a complete criminal at this point when all i wanted to do was cash a check, from my job! Of the long hard hours i worked. In all they were just giving me a hard time. After Althea spoke to my husband on the phone, she realized her mistake seeing we share a savings and instead of apologizing or taking accountability, ill get back to you on why we cant do that for her. So instead after 30 plus minutes of being argued with and talked to like a complete criminal she cashed it ( because she knew she was being wrong) but she knew if she did it by puting in my joint savings i would be rigbt? So she just cashed it and gave me cash. How childish are you!? Ive now closed my account my husband is as well and i dont ever want to step inside that credit union again. Its was absolutely the worse thing to be treated like that. Its actually very sad. Sucks i thought navy federal was supposed to be one of the better credit unions?! I guess not.

Hello,

I have been working with multiple people from Navy Federal, from going directly to a branch office, communicating over the phone, as well as email to correct this. I bought a vehicle from a used car dealership, which unfortunately closed down due to owner fraud. I have followed various Navy Federal employees' recommendations, but there continues to be no resolution. I submitted the registration to provide proof of lien holder status of Navy Federal. This was denied as they want the title on hand. Unfortunately, due to this fraud investigation, there is nothing more I can do. My APR was unjustly raised from 3-15%, which makes me feel revictimized. I pay my loan amount on time, provided all documents that were requested. Now I am seeking some support to remedy this awful traumatic event. Please correct this.

Thank you,
Linsey schwerdtfeger

My name is Brittany Wilson. Access number [protected]. My accounts were restricted on 6/1/18. I was not given notice and when I called i was given the run around and no concrete answers of why. I spoke with two supervisors Jessica and Adrianne. They told me two different stories. I was not able to get my funds out of my account and have been without funds for days now. I am beyond upset.

I made a deposit on a Sunday of 1303 and had no idea of the extra hold over 1k. This caused me over 100 in fees I contacted the bank who took no accountability in their poor online banking architecture. A financial institution of this size should have certain precautions to protect their members from making this error. I deposited guaranteed funds and was screwed drastically. I requested to speak to a manager and received no call nothing just a reiteration of their policy. So unacceptable!

On May 6, 2018 while out the country on vacation. Navy Federal called me to state they had mistakenly deposited $4500 into my account and they needed to retract the money. I said OK sure, after reviewing my account I saw that when they did this they threw the balances of my checking account in the negative (I had money there before this) and they maxed out my checking line of credit which should have had close to $2000 in it. So, I called them back to rectify this the same day which was a Sunday. I was told that the account would correct itself Tuesday and I stated that's not acceptable to me as I'm on vacation and may need funds before then. They decided to extend the balance of my Checking line of Credit into my Checking account and stated that on Tuesday the temporary credit will reverse back, so I agreed. Coming off vacation a week later I noticed my checking LOC was back to normal and thought all was well until I received a call yesterday stating that the rep who was responsible for reversing my account was out and forgot to reverse the money and they will now be taking it back. Again not my fault, so now the money I thought was replaced and balanced wasn't and now I owe all the money back. I asked for an arrangement to pay the money back since this was an Navy Federal error yet again and I felt they should grant me this. The rep who is a supervisor agreed and the agreement was set for me to pay bi-wkly until paid in full and I paid the first payment during the call. I get another call today 5/23/18 from the previous rep Supervisor Shawn stating that the arrangement made was out of the previous supervisor scope and that all the money has been retracted out of my account. He continued with no apology to say that if this put me in a predicament that I can apply for a small loan to cover the now massive negative amount in my account. He continued to say that I didn't agree to an arrangement so he authorized for the whole balance to come out. I explained that I was on the phone for over an hour with the supervisor the day before and agreed to pay the money back bi-weekly so why would you turn around and draft almost $2000 out of my account after. He had no empathy, no concern what so ever for the predicament he has now put me in. I explained that I was helping my son who is relocating to a base in South Dakota and I was depending on the money I had to help him and he just said I should maybe apply for a loan. I am beyond angry at how I was treated with this whole ordeal and for Navy Federal to treat me with such ill regard is very upsetting and off putting. All he cared about was getting the money not the fact that if it wasn't for Navy Federal employees errors in my account in the first place we would even be discussing this at all. This by far is the worst experience I've ever had with any bank or institution. Not wanting to take ownership of their own errors and the unwillingness to work with the member who they have caused such a big inconvenience and disrupted my vacation and now my life with financial difficulty. The lack of empathy and concern for the predicament they put me in has caused them to loose me and my son as a member. I will be closing my account as soon as I pay them back all that is owed. I will be writing there corporate office with an official complaint.

My Name is Dianne G. 2038293 I have been a member of the NFCU for approximately 30+yrs, however in February 2017, I lost my job. With that being said I contacted NFCU as well as my other creditors to let them know my situation and how I would take care of my debt. Mind you I had 2 open products with NFCU a car payment that I owed less than $1K and a credit card bill in which I had credit protection. Needless to say, I was getting a monthly settlement in the amount of $270.00 but as soon as the deposit was put into my account "the computer would take it". It was at that point I started contacting NFCU to appeal the fact that was the only money I had because my unemployment was exhausted and I had nothing else to live on. No food no shelter period. My plea fell on deaf ears and I would continue to have people try to talk down to me and advise me on what bills they had. I was appalled! I would call them make an arrangement and they would still call and harass me or send correspondence after I called them and set up specific arrangements. This went on for months. I have never seen anything like it. These people have no compassion and will all give the same line. "It's the computer I can't do anything".

Well, I think their practice is "gangster" and if anyone feels like they cannot keep their accounts current, it is my suggestion to remove your money immediately. They will not even leave $1.00 in your accounts and that is all of your accounts except your IRA.

I hope this helps someone.

My name is Belinda and I am a Navy Veteran. My heart goes out to any active duty military who has to deal with this institution. I could not imagine myself being on active duty and dealing with this credit union. The lack of courtesy, respect and honor is not something you get when you are a member. Each time I call this credit union I am treated really bad. Something on the upper management portion of this credit union needs to occur. Changes need to be made so that member s can feel respected and comfortable whenever calling this place. I can never ever call this credit union without drama. Navy Federal Union, please stop sending black ladies to do your dirty work, that is the oldest trick in the book. I am also African American, every time I have an issue they always send me to some shady black woman. Please stop your drama and the job you are supposed to. This is a biased, non integrity based established, that is in need of serious customer service training.

My name is jacqueline kitt i called in @443pm to get my funds available to me like everyother thurday. I spoke with john who i told my name on my check does not match my name and i am aware of that. I told him that before he could noticed. He then went to say well i cant do it. I told him i do it all the time you guys place me on hold then come back an do it for me. I asked to speak to a sup, he puts me on hold then come back to tell me that he see the name change but i can not get my funds because it is after 430pm i asked again for his name which he said john i asked was he a sup he said no i asked for the sup. He kept explaining to the new rules of timing i asked again for the sup then he said well your wait is for 10 mins i told him ok i will wait he laughed and said ok hold on. I waited maybe 7 8 mins an spoke to jorden i explained to him im ok with not getting the funds but for someone to not know the procedures of their job thats were the problem comea in at. I let him know this was the first time ever getting this very poor service. He told me things will change in the process and be was apologetic

In the beginning of February applied online for a pre-appoval for mortgage. I assumed the application was submitted properly but after not getting feed back in over a week, I called NFCU and found the application never went through. I gave the person on the phone all my information to submit for another application for pre-approval. I pulled my credit report to find why my credit score dropped so far and found there are (2) hard hits for the same thing from NFCU.

I have called several times to get this resolved with no help from NFCU. The credit bureau states I need some one from NFCU to submit for one of the inquiries to be removed. I was told this was the only way to get any action on my request.
I need this quickly resolved as I am trying to purchase a home and I am under a short time line.
Dennis Blazer
1736837 acct#
[protected]

On November 29th I called Navy Federal Credit Union (NFCU) to pay $121.00 plus $1.00 for processing = $122.00 towards my car note I asked that it be debited from my PNC account in which I provided my account information I stated that I would call in to pay the remaining balance on December 8th. On December 7th I called to make the remaining payment. I asked that $122.00 be debited from my USAA account. On Saturday I realized that NFCU debited the $122.00 out of my PNC account instead. I specifically stated USAA! This caused PNC to an extra $37.64 to cover the check and a $36.00 overdraft fee was applied. I contacted NFCU on 12/11/17 to discuss this problem. So far I have called 3 times. The first time I was on the phone with a rep. for an hour. Nothing was done and when I called a 2nd time with a rep. from PNC on the phone the rep. stated there were no notes in the system from the first call. The PNC rep and I waited on the phone for another 35 plus min and were then disconnected. I called a third time and after waiting for over 30 mins. for a rep to get a Supervisor I was disconnected again. I will be placing a 4th call; however this is ridiculous. On top of the waiting I'm being made to jump thru hoops to get the money put back in my PNC account.

It takes 5 days for a cash deposit from an ATM to reach your account. 5 WORKING DAYS, not just 5 days consecutively. Navy Federal is a joke. If I had known that it takes that long to receive deposited cash, I would have just kept the damn cash in the first place and deposited it in person the following business day. The only reason I did the ATM deposit was because their branch was closed by the time I got off work. Navy Federal is a trash bank with trash customer service.

There is very little but that maybe federal apart from other bank or credit unions. One service are you is be imprinted gift cards. I have a creative and nephew and each year I send him a card through your bank. I walk in this year and the lady says you have to do that yourself online ... what is it that I need you guys for? If you don't have any personal service ( with 2 girls sitting at computer playing) Basically you're a giant ATM)

so you have no homework on special they take 3 to 5 months to complete and you have terrible business account services it took six visits to set up to business account and the paperwork with completed improperly by your office twice… What good are you ? The Navy Boulevard branch Pensacola used to be the place to go and now I just use any other credit union. I am off to pen air to order my eight gift card as the last remaining service you guys used to offer me .

I was approved by the personal finance management department for an extension on my lowered credit card interest rate agreement. Upon doing so on November 27th they sent me a letter advising me that my next payment has been advanced one month and the new due date is December 24th. Unfortunately, a payment was still transferred from my checking account to my credit card for the amount of $130 on December 1st. I called and spoke with PFM, collections and customer service. A request to revert payment was submitted and denied. I was told by collections that although they should not have received payment until December 24th, what's done is done and cannot be fixed.

Well I had a secured credit card with a 500$ credit limit I had a balance of 529$ I paid 280$ of it and some one high up decided to pay the use of credit instead of cash advance my complaint is that's crappy to do to some one who is letting you make money off there money. First it's my money to begin with why would you not make it available in cash advance I always pay my bill on time. Second why do that to a good customer every one likes cash. And last you guys made a lot of money off me I'm not asking much just not to get screwed. I'm canceling my card and may looking for another bank iv been with you for over 10years garnered money every month please fix so I can quit complaining cause I won't that's a bull crap thing to do to someone

I have been banking with Navy Federal for about 5 years now. I have always had wonderful service and been treated fairly by them. Up until Recently, that all changed when Navy Federal froze my Accounts and accused me uploading a check to them. I get a call from a woman named Janice Davis with the Security Branch, and tells me I have been sending my information to people. I have bad anxiety so of course I call Customer Service to figure out what happened. She calls me back asking why I called and bothered customer service, of course she gives me this lecture about how my profession is not a real. This made me entirely made and the fact that she was rude to me was ridiculous.

What happened when I found out, was the check was Fraudulent, and I had no idea since I was told my payment for the design work I did was going to be an electronic transfer. I had no Idea what was going on and of course, every time I called to figure out what was going on I was told MULTIPLE different lies, I was threatened by This Janice Davis about how she would permanently freeze my account. Of Course, I called her to find out what was going on so I could get access to my money. I found out that her number was no longer good and went ahead and called the customer service line where I was told once I resolves the Issues since the check did it's thing, that I would close out and reopen my accounts. THAT is where I sped over to the Glen Burnie, Navy Federal and was treated even worse by a person named Seth. They didn't really try to help me and made me feel horrible about my situation, which I already felt like crap from, I have bad anxiety, I don't need someone else making feel horrible when I already do that to myself.

I would like Access back to my account with Navy Federal, and I would also like this to be resolved so I can pay back my debts to Navy Federal and close out my account with them for good. This has been the worst Experience I have ever been dealt with. Navy Federal needs to figure out who is corrupt in their security department. After this incident my parents and several of my good friends are considering pulling their stuff from Navy Federal.

I received an email regarding a check I deposited on Oct 24, 2017. The email insinuates that there is potentially suspicious fraudulent activity regarding the check I deposited. I called the number provided [protected], option 4 and it states that my immediate atte tion is required. The first three times I called, which the last call was received by a gentleman named Will, I was transferred over to someone's voicemail. The fourth time I called, a gentleman named Brayden answered and transferred me over to his supervisor's voicemail. I believe that Navy Federal Credit Union is a business that services millions of customers therefore should have more than one person handling security issues. It is 8am PST and I have been transferred to four times to people's voicemails. The email states that my immediate attention is required, I have attempted to give my immediate attention for the past hour. Maybe the email should indicate that I should call at the security department's convenience instead of wasting an hour of my time being on hold trying to rectify my alleged fraudulent activity. I could understand being unable to contact someone about this situation during off hours but not having anyone to resolve this matter during business hours seems unacceptable. Please do correct me if I'm wrong. Maybe your security department is outsourced to a different country and I'm calling during inconvenient hours. My desirable resolution to this matter is to lift the access restriction to my account and let me have access to my money.

All accounts closed and no information or assistance given to rectify situation. I've been a a Navy Federal member for a few months now and was very pleased with organization and customer service up until now. I recently attempted to participate in a savings certificate that resulted in my world being turned upside down. I followed all directions given and submitted all information requested in hopes to have savings certificate initiated. After following up 2 days later I was told my account was restricted and that I needed to request access via email and pay insufficient check fees. I completed both tasks immediately and was advised to wait for a response. I called to assess situation after a week when I was placed on hold almost an hour and dealt with several obnoxious security customer service personnel. They rudely told me several times my account was permanently restricted, I must pay off credit card and when complete I can withdraw money from my savings account. I asked several times what caused this and how I could fix when someone finally told me the checks I attempted to wirelessly transfer appeared fraudulent and there's nothing I can do to reopen or appeal decision. I begged to speak with anyone that could assist me with dilemma when I was rushed off of phone and had it eventually hung up. I later spoke with my other financial organization who was confused as I was and only apologized for situation and reported no attempts of collecting money from Navy Federal. When attempting to resolve situation no one from Navy Federal has been able to answer my questions politely or assist me in providing what ever possible documents needed to prove no fraudulent activity was attempted. I'm unaware if the wrong account number was provided or if there was some simple misunderstanding that resulted to this. I'm very disappointed because this company refuses to assist and reports I'm no longer allowed membership. I feel punished for something I'm unaware that I did and helpless that I can't even get a decent conversation to attempt a resolution. This closing of account has resulted in 2 inappropriate check fees, negative information on my credit, increase percentage of credit used, rewards earned for account stolen and many other harmful potential to me and my credit reputation.

They couldn't reach my cell phone (because I was overseas) so they called my parents house. A place I haven't lived since 2002.

So instead of shooting me an email, they used "public" records to call me at a number I never gave them. How is that alright?

I can not believe they think that kind of behavior is appropriate. I called them to see if it was a real call after I was passed around to four different people, I was able to find the department that did call and they stand by their practice of using public records to find numbers for people.

They disclosed personal information to someone other than myself, that is a bridge too far. I will never do business with them again.