Navy Federal Credit Union [NFCU] review: Poor customer service 7

Horrible customer service...treat loyal customers as if they are crap if they encounter extraordinary circumstances.

NFCU does SUCK! And yes all of their staff will be rude to their members and shareholders. And yes ED has alot of issues. He thinks he owns NFCU, and he is only a no body. Actually everyone who works at NFCU think they are above the members. ED needs to GET A LIFE! Yes Kevin is a stupid telemarkerter I had a run in with that jerk one time too, he told me that it was none of my business what went on ab account that I was joint owner on. What kind of business would let a fat [censor] talk like that. Kevin and ED and all of those [censor]s need people skills help.

I have been a member of both NFCU and USAA for the past 11 years. While NFCU's rates sometimes tend to be slightly better than USAA's, NFCU's customer service leaves alot to be desired and is, without question, extremely lacking compared to USAA's (or to that of any normal business that strives to keep its customers). My husband and I recently tried to refinance our home mortgage through NFCU but were so put off by NFCU's poor customer service that we took our business to USAA instead. USAA was, as usual, extremely friendly, efficient, and swift about processing our mortgage loan application. We are so happy with USAA, and regret that we ever wasted time trying to go through NFCU.

I received a call today from the NFCU home mortgage loan officer - Kathy - who'd been rude to my husband when he'd tried to complete our refinance application. She asked me if we were still intending to complete our application and I told her that we'd actually completed our refinance application through USAA b/c we'd been dissatisfied wth NFCU's customer service. Without so much as an apology, she tersely replied "thank you" and promptly hung up on me.

I just called NFCU's mortgage office number and left a message requesting a call back from a manager/supervisor regarding this incident. If I do not receive a call back, my husband and I are agreed that we will close our accounts with NFCU and transfer all our funds to USAA.

In sum, the customer service we've received (rather, failed to receive) from NFCU has been UNACCEPTABLE. I did an online search on NFCU's customer service and have come across numerous complaints and low ratings from members who've experienced similar poor customer service. If providing such feedback is not prompting NFCU to improve their customer service, then I think members needs to take action - i.e. withdraw funds and close accounts - to send a clear message that such failure to remedy their poor customer service will not be tolerated.

The slight rate advantage that NFCU sometimes provides just isn't worth the angst one experiences in dealing with their unprofessional and rude agents.

Well "imjustsayin", although NFCU has violated of all sorts of Federal, State and local laws. I applaud the fact that you appear to be trying to honestly represent your company in a positive way. However, look at the complaints on this board. I thought my situation was bad. Wow, I am just amazed at the number and nature of complaints that I am reading on this and other boards. I guess we care all crazy? See my post below. Either way, I get that feeling that you are at least trying to be contentious.

Previously posted:
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 think that's a bunch of bs! Most of the employees at NFCU, in my opinion, could care less and have shown us over and over again just how rude and unprofessional they are! Indeed, NFCU doesn't seem to monitor customer service calls because if they did, maybe they would get rid of the ones (MOST OF THEM) that are ridiculously rude and obnoxious!

A member is usually calling in because of financial stresses. The last thing they need is to hear a nasty, rude, careless voice on the other end of the phone (which by the way, NFCU, is more than happy to provide). (Again, my opinion!)

FYI - Navy Federal employees do check this site from time to time. Unfortunately, there are some issues that do not make it to the correct departments or more to the point, the immediate supervisors of employees that you may feel have been less that professional to you in your expereince with Navy Federal.

I attempted to locate the individuals you mentioned in your posting, but was unsucessful using the information provided. I would suggest to anyone, that if you feel you are being mistreated, get the name of the person you are speaking to, first and last when possible, and then end the call, and call back. Most likely you will get another person who may be able to help you better.

If you have online access, you have the ability to send in your complaint. Understand these complaints are taken very seriously by management.

While sites such as this are checked periodically, posting your grievances here will not address the issue as quickly as sending an online message to Navy Federal.

Navy Federal cares about our members and we strive to provide the best service possible. If we fall short in your eyes, we want to hear from you...just as we want to hear from you when we exceed your expectations.

Agree completely. I was a member since 1972. I got behind in my credit card payments and all of a sudden all of my years of loans and great business was disregarded. They call me everyday and get very agressive and insulting. They even tried numerous time to commit a felony by agreeing to send them 6 predated checks knowing that I had no money in my account. They explained that I would by the time they started cashing them two months from when I was supposed to give them the checks. I am glad my common sense told me that it would be a bad idea to do it. They could have prosecuted me when those checks started bouncing. This credit union went from being the best to the worst. Its what happens to every business that gets greedy and starts expanding at rates that they are not able to manage. It is now the largest credit union in the world, accepting ANY dept of defense employees and their families. This is the last place you want to do banking with. Even if they read this, they are so big, they could not care less. Fire them.