Navy Federal Credit Union [NFCU]
reviews and complaints

I've been a member for about 35 years and up until this last year have been very pleased with the service. No more. As soon as I complete the refinancing of my home loan I will be closing my account. I've had numerous auto and mortgages with NFCU and this will be my last. Here is why:

1. My debit card expired and even after numerous phone calls I had to drive to the local branch because my promised replacement card didn't get here until 10 days after my card expired.

2. Called to discuss refinancing my current home loan that is half my original balance and was told the best you could do was 60-90 days AND a new appraisal and extremely high closing costs.

3. Called to get a lien release due to an accident. Was told it was mailed the almost 20 days ago, still haven't received it. Guess I'll have to go get that myself as well. See your response below.

Subject: auto lien
Navy Federal Response 10/08/2021 :
On 10/8/2021, a lien release was mailed to the address you provided. If it is more convenient, a lien release can also be picked up from any local branch office. If we can be of further assistance, please let us know.

I have been trying to set up a biz acct. Lori, Karen and everyone on the biz side refuse to set this up on the grounds that it is "high risk, " yet, I was able to have a personal acct w/ them and do it anyway. (The only difference being that I am trying to get tax deductions through a biz.) When I asked them why I was able to connect my PERSONAL acct to a brokerage acct, Lori told me, "You can do whatever you want with it, " but not with a biz acct to do the same thing? No one there understands the concept of day trading. They have not asked. I've been accused of trading bitcoin, being a brokerage firm (and all other kinds of terminology that these bankers don't know) to justify denying me this biz acct. I literally had to go online, Google what a broker was and read it to the supervisor Karen to explain to her that I am not a financial advisor professional. (When you set up a brokerage account, you have to tell them if you are a professional or non-pro. I'm NON-PRO. I'm a single-member LLC trying to take advantage of tax deductions.) I never told them I was trading crypto (and even if I was, they wouldn't know because it doesn't go through them. It's all done on the brokerage side and they can't see that.) When I asked Lori to show me the literature that specifically states I am not allowed to day trade, she refers me to the Business Solutions Membership Application. Lori had me go down to page 4 of 5 to the bulleted points of prohibited businesses. I don't qualify for any of them so I asked her to tell me which bulleted point applies to me. She refused to answer. I asked her to get me to her super so that maybe THEY could tell me and she refused to do that and told me the buck stops with her. At that point, I went BACK through regular customer service and got xfered to a "Karen" in Membership Solutions. Before even asking for specifications, she tells me that I can't do it. She said that there are classified documents that I can't see and THOSE are the ones that tell me I can't day trade.

When a person day trades, they not only have to set up a brokerage account, but they have to keep a certain amount of money in it called a "margin." So for example, if I wanted to day trade the e-mini S&P 500 futures, I need to keep at LEAST $500 in my account (I think by law if I'm not mistaken.) If I fall one cent below that line, my trading is frozen and I cannot trade unless I put more money into my brokerage account. They cannot automatically pull the money from checking account - and again, I ALREADY SENT $1, 000 OF MY PERSONAL MONEY TO THIS BROKERAGE ACCT WITH NO PROBLEMS. (I closed it so that I could do it through my LLC.) If it's high risk, why was I able to do it with a personal acct? So what I'm being told is, "We don't know what you're doing exactly, but we know you can't do it. We can't show you any literature that tells you that you can't do it because it's a secret - and no; we won't transfer you to someone more competent than we are that can easily get you set up." This HAS to be wrong.

I'm an old guy and have purchased many properties, nfcu mortgage has been the worst experience I have ever had. Right now, they have not paid out of my escrow - (yes they collected it) my property taxes for year 2020. I've been notified that my property will be put for sale for back taxes. They could make a simple phone and resolve this matter instantly, the money must still be in escrow and should immediately paid, but no they want to waste 7-10 investigating why. I don't care why — I want them paid. In 16 days my property goes up for tax sale. My entire evolution with them from start to now has been the worst. I had to do most of their job in order to get the loan. Avoid navy federal credit union mortgage program!

I requested a cashier's check via the mobile to be picked up. (I do this often just not at this branch). When I came in (I don't know her name sorry) the foreign lady at the front asked me why I was there. I told her "I'm here to pick up a cashier's check and handed her my ID. She told me to go to the teller. When I got to the teller and gave her my ID and slide my bank card she told me she could not help me and sent me back to the other lady. When I got to the other lady I asked her why did she send me over there if she couldn't help me that I needed to go. she told me she was on the phone and didn't hear me. LIES, PULL THE CAMERA'S SHE WAS NOT ON THE PHONE! Eventhough she had my ID and just seen me verify with the other teller she starts telling me she needs to verify my info and asks me for my phone #. I told her I needed to go and didn't have time for all this she had my ID so give me my cashier's check or refund me. I asked to speak to the manager (Joy) Joy came out and told me she was on the phone when I came in to just be patient. I told her I NEVER had to go back and forth and do all this for a cashier's check and to refund me. The teller told me she was new and couldn't do it. Joy just kept telling me she's getting it. No, she kept asking me to verify my phone #. I told them I pick up cashier's checks often and just have to show Id that I didn't have to go back and forth and be asked a 1, 000 questions. Joy the manager never apologized and just kept saying she was on the phone. FIRST OFF SHE WAS NOT ON THE PHONE PULL THE CAMERA'S. What does that have to do with her NOT LISTENTING and sending me to a teller. IT WAS A HORRIBLE EXPERIENCE AND I HAVE NEVER HAD A NAVY EMPLOYEE LIE AND SAY SHE WAS ON THE PHONE WHEN SHE WASN'T OR A MANAGER JUST KEEP REPEATING HERSELF SAYING 'SHE WAS ON THE PHONE SHES GETTING IT NOW". NO, TO KEEP ASKING ME MY PHONE # WHILE YOU HAVE MY ID in your hand is not getting my cashier's check. I DON'T APPRECIATE THE LADY LYING STATING SHE WAS ON THE PHONE LIKE THAT WAS AN EXCUSE TO WASTE MY TIME OR THE FACT THE MANAGER WHO WASN'T THERE JUST KEPT STATING THE LADY WAS ON THE PHONE. I DON'T KNOW HER NAME BECAUSE SHE WAS NOT WEARING HER NAME TAG. THE MANAGER HAD HERS ON THAT IS HOW I KNOW HER NAME. ALSO, HOW DOESN'T THE TELLER KNOW HOW TO REFUND PEOPLE MONEY BACK. I HAVE NEVER EVER EVER IN THE 7 YRS I'VE BEEN A MEMEBER HAVE SOMEONE LIE TO ME AND NOT APOLOIGZE FOR WASTING MY TIME. I FEEL LIKE THEY NEED A CLASS IN CUSTOMER SERVICE. I ALSO DONT LIKE LIARS PLEASE PULL THE CAMERA'S AS THE LADY WHO MADE ME SEE THE TELLER WAS NOT ON THE PHONE LIKE SHE TOLD JOY. ALSO JOY IS A MANAGER YOU SHOULD LISTEN TO YOUR CUSTOMERS AND NOT ALWAYS BELIEVE YOUR EMPLOYEES. PULL THE CAMERA'S OR I WILL CLOSE MY ACCOUNT. HANLDE THIS ISSUE AS I REFUSE TO DEAL WITH IT AGAIN. IT TOOK ME LONGER TO GET THE CASHIER'S CHECK I RESERVED THAN IT WAS FOR ME TO JUST GET ONE WITH THE TELLER. THATS THE WHOLE REASON I HAD IT READY PRIOR. THE RUDENESS, LIES AND CONSTANTLY ASKING ME FOR MY PHONE # WHICH I DON'T NEED TO GIVE IF YOU HAVE MY ID AND I SWIPED MY BANK CARD.

I made a deposit on 9/7/21. Before the deposit there were several PENDING transactions from the weekend and holiday. So according to the representative, 9/07/21 is the 1st posting date for PENDING transactions because nothing post on weekends or Holidays. Today is 9/8/21 and I still have 2 transactions pending(48.14)(22.56), but I now have $309 in my account from yesterdays deposit. They have pulled the 48.14 from my LOC even though the transaction has NOT posted yet, it's still pending. According to the representative it should post tonight. So why isn't it coming from my account with a $309 balance instead of my LOC?

We were dealing with a loan officer in the state of Washington. The issue here is bad customer service. We have tried and tried contacting this individual through email and tried calling never answers the phone. Crazy thing through contacting customer service personal they are messaging with her back and forth. This woman absolutely avoids members. We have been members for many years and this was far worse to experience. Regardless of how busy they are you need to show that you go over and beyond for members who are trying to get a loan. Assist them and be there for them in anyway. If your busy respond shortly to the emails or call quickly. It only takes a minute or 2. Its very stressful and to find out waiting for so long we got denied at the end. This was crazy. I felt that the papers or whatever that was submitted was very sloppy and they don't care. Guys save it apply to other better lenders who will provide you for a preapproval loan quickly because we did went to another lender and we got preapproved immediately with best interest APR. Its very disappointing. We suggest go to United Veterans they are awesome you guys will not regret

I purchased a $400 debit card for Christmas gifts from Navy Federal Credit Union (NFCU). I ended up not using all of the "money" on the card and it sat in my wallet for six months. I realized I had the card and went on line and couldn't get the card to come up on their webiste, so I called them directly. 5 calls later, I finally got to someone who could tell me all the credits made to the card and the last two credits ($100 and $25) that were made were unknown to me. I told them that I would check into the $100 amount as it was from Amazon and I could verify any purchase. I checked my Amazon purchases when the credit was made and there were no purchases made that came close to $100, let alone such an even amount. I then called NFCU back and asked for the dispute team as I wanted to dispute the two charges for $125. The dispute team member took down my information, acknowledged the amounts and dates of the two credits and said that I would be getting an e-mail verifying my complaint/request. After two weeks I didn't get an e-mail and so I just called them back to inquire as to my request. The agent told me that my complaint was denied as it was more than 120 days old and they weren't able to get any recourse from the vendors. To which I stated that I understand how that works with credit cards, but with credit cards they send you statements on a monthly basis. That way you can verify each charge and dispute it within 30-90 days (time limits vary). In this case I supposed you're supposed to go online every month at NFCU to verify nobody has hacked your card and made an erroneous charge? They certainly don't tell you to check your charges, so to me it was NFCU not wanting to reimburse me for someone hacking my card because the money would come from NFCU, not the vendor. Lastly, the fact the card was zeroed out to the penny was a clear tell. I've used debit cards before and I've never been able to make a final purchase such that I completely zeroed out the card. NFCU lack of transparency and their own rules made to benefit them allowed them to not be required to investigate a theft. My request is to get them to pay me back the $125 that was stolen from my card. In exchange I'll promise to never purchase another debit card from them?! There is nothing in writing, as everything was handled over the phone and I never received an e-mail deny my claim. I assume they believe that if there is no paper trail they can't be held accountable? Thanks...John

This is my second trip to this branch in Capitol heights Maryland today they are overly crowded and the customer service is horrible the lines are out the door and it's very disturbing especially as an active duty member in uniform. It's actually more convenient and safe for me to use and outside source when I shouldn't have to. There is no absolutely NO social distancing happening it's very chaotic and unprofessional. The security guard at the door is useless. 1 person saved a spot for 3 people after I had waiting 15 minutes to be seen so went from next to 4th security officer said nothing. This branch is extremely inconvenient and unprofessional. This branch requires a protocol for social distancing and services needed outside of teller transactions.

I received two push notifications informing me of two separate charges for a transaction of 29.00 each time. I checked my account and after reviewing my account I did not go into a negative balance nor did any transactions show as refused/returned. I also received a direct deposit in the same business day with only the returned check fees being deducted from that deposit. I have no other charges other than the 58.00 from a returned check fee and no clear information as to why the charges were assessed.

Acct. # [protected] MMSA // Today 6.3.21 I spoke to 4 Reps. - trying to get to the wire transfer depart. after being validated by all (4) reps even as a known NFCU account holder having spent the past 2 1/2 yrs. transferring funds out of NFCU for my parents to consolidate assets - today after 1 + hrs. on the phone I was told I had to drive to an NFCU office and put my request in writing! Absurd - especially after all the hoops I jumped through to get established as a legal representative with all the required filings - no this ridiculous request. We have been lifelong NFCU members since I was 14 taking out my first newspaper bike loan I paid off - it's not like we just crossed the border illegally or we are some IT hackers - you validated me (4) times just today! My Mom's Social Security (another gov't BS agency) refused to change my Mom's account for anything after refusing my POA - so I am stuck with the funds being deposited into the NFCU account and the need to transfer funds to pay my parents bills - which you probably can't even relate to having that responsibility. We have a small business now 20 yrs. old and as the Owners - I have been treated better by financial institutions that I have less business relationships with - pathetic NFCU!

Today, I was notified that I no longer had access to my account!
I had provided my passcode to a trusted individual... There is also a $9300 cashier's check with them that has not been deposited; it is on hold.
Yes, my passcode has been given out and only when it was needed for verify the account and my legitimacy as the owner of such.
I do not think it is up to you to restrict any account unless you have proof positive and know the circumstances of such.
I was to start receiving help from a us aid grant... Not much but enough for rent and to live.. You ended that today..
I agree, you 2 stars rating is just where it should be... You react without even touching basis with your customer to find out just what is going on in any instance... That is wrong of you... You should not be judging us, you should not just do something and then let us know about it.
You have cost me the time and effort involved in getting a $4000 grant to be administered weekly; you have cost me an o online job for a four star insurance company...

I have been locked out of my accounts at NFCU since 17 Feb 2012. I live a considerable distance from any service center, 100% disabled veteran, been with NFCU for over 45 years! For the past 2 years NFCU has let me down in different ways and it has been a struggle to do business with NFCU any longer. Being locked out of account and not having use of your funds, is in effect fraud and theft! I have bills to pay using the bill pay section, can not use it now without access. I have six figures on deposit at NFCU, can't access the funds. Service center minions do not know how to solve the problem, on telephone contacts with representatives in Virginia who do not how to fix, and they refer me back to local service center for help.

I spent 50 minutes on line to today without any resolution other than "go to service center tomorrow and they well help you". If there is no resolution tomorrow, my only recourse now is to have my attorney file a law suit of fraud and theft. So sad I have done several million dollars in business over the coarse of membership, and now to see the total lack of response in fixing problems in a timely manner.

I was a victim of a crime that occurred 11 January 2021. I reported this to Navy Federal Credit Union by contacting the customer service number on 12 January 2021. I was told that this entire thing was my fault. This in fact was very inaccurate and very awful customer service. I was NEVER told to file a fraud report.
On the evening of 11 January 2021, I contacted my mother and explained to her everything that occurred; she flew to Norfolk on 13 January 2021 to help me. On 15 January 2021 we went to the Navy Federal Credit Union branch in Portsmouth, VA. Initially, the treatment we received was dismissive and unhelpful. We were told to call Customer Service-a bit puzzling considering we were in the branch asking for help. The bank representative, Quantasia was very unhelpful and kept reminding us that we only had 10 minutes no matter what the problem is because of the pandemic. My mother and I asked for the branch manager. We were introduced to branch manager, Kysa who filed a report - we were told that the report is called a Credit Fraud Claim and were informed it would be submitted that day - 15 January 2021. We gave copies to Kysa of the FBI report that we filed on-line as well. My mother and I were in contact with the Norfolk Police Department and as of the date of this letter, I have left 3 messages with the Economic Crimes Division in Norfolk. My plan is to walk in to file a report with the Norfolk Police Department. Since I am new on the ship, my availability is limited in which to conduct personal business but my goal is to file the report with Norfolk PD on Wednesday 3 March 2021.
I have done my research and I have shown due diligence to give information to Navy Federal Credit Union to properly report this. I am aware that banks offer No Fraud Liability to customers and I did report this crime asap and contacted the bank and the police and the FBI.
This criminal committed fraud - they said they were a business, that they were in the Navy and that they conduct business with Navy Federal Credit Union. Their Facebook page has information about Navy Federal Credit Union on it. I was groomed over the phone and I trusted Navy Federal Credit Union as well as this criminal who stated she was in the Navy and did business with Navy Federal Credit Union, daily. This person stole money from my credit card - unbeknownst to me - this is fraud; she claimed to be doing a business and I was under the impression that we would conduct business - selling insurance bonds to consumers.
I did file a report with the FBI Internet Crime Complaint Center. The information contained includes the name of the perpetrator as well as a telephone number and Facebook page. Nobody from Navy Federal Credit Union has been in contact with me nor any employee from the Card Fraud Prevention Unit. This is perplexing because in order to investigate, don't you need to speak with the customer?

Simple wire transfer is all I wanted... Had the form pre-filled for upload. They verified me several times by texting my phone number on account and emailing my email on account but some [censored]ing how I triggered some kind of security alert and they locked me out of my account and denied my wire transfer... Are you [censored]ing kidding me!... Why are you gonna have me jump through all those [censored]ing hoops to verify by phone and email and answering personal questions and then flag me for some retarded vague [censored]... Are these people [censored]ing stupid!... Jesus Christ! I'm done with these dummies at this bank and going to usaa.

I went to make a purchase with my debit card and I noticed there was a lot less money in my account then there was supposed to be so I went over the recent transactions and I noticed over the past 10 days there was a lot of transactions made in the state of Wisconsin when I live in Florida at the same time as the transactions in Wisconsin for being done I was making transactions in Florida nobody from Navy Federal credit Union contact me about the suspicious activity I'm baking with you guys for 20 years every time I would have been contacted so when I found out about the function of the activity I called them Navy Federal explain to them I was never in Wisconsin and there was purchases done on the same day from two different states I bought Navy Federal in paperwork showing that I was in the State of Florida during these transactions in that will be done in Wisconsin I am 100% disabled veteran who lives off a fixed income I can't afford to wait 10 business days for an investigation when out of 20 years I've been banking with Navy Federal they always gave me a provisional credit now they're saying a provisional credit isn't mandatory it's on a Case by case basis the contract I signed and the paperwork I have says that a professional credit will be placed in your account doing the investigation so the funds can be accessed I'm talking about over $1, 000 the last time I had fallen in my account and they didn't investigation they said they did an investigation I called back an hour later and Navy Federal credit Union told me that it wasn't fortunate activity so I called up Wells Fargo where the fortunate activity took place and Wells Fargo told me the Navy Federal never even contacted them and with this phone claim that I put in today they gave me a provisional credit for $40 went over when there was over $1, 000 of funds there are are fraud but I'm being told that I'm not getting the provisional credit they need 10 business days I clearly wasn't in Wisconsin and that's why I drove to the branch to give them the paperwork to show them that this isn't right I live off of fixed income I'm 100% permanently totally disabled veteran single with you kids been baking with Navy Federal for 20 years and now I got to worry about paying late fees on all of my bills because of the situation this isn't right whole thing could have been avoided in the Navy Federal would have contacted me when they seen my card used in a different state like they always have I'm really stressed out this isn't fair no way to treat a customer that's been baking with you guys Navy Federal for 20 years I'm extremely stressed out over this and need help

Today 02/04/2021 I went in to a local branch 7979 Hampton Boulevard, Norfolk, VA 23505 to open a small business account. I already have a few small business accounts. I was turned away at the door, I was told that takes to long and people can not be in the building longer than 10 minutes. Ever time I have created a new account I have gotten the help of an employee because each time they have required something new or different. I have tried using online services and I am not great with computers, I can do basics. Even before Covid services have been going down but to turn away a customer with existing accounts is unbelievable.
Martin Plaisted
[protected]
[protected]@gmail.com

They approved a deposit with a 2 day hold. After 3 days they marked my account thousands in the negative. Then told me my account will be negative for another week and a half. I don't have any way to purchase food or fuel / day to day living. Completely unacceptable. I will be closing all accounts and mentally burning the business down. Never bank with navy federal.

Needed to access and use MY accounts and the app was down. I went to attempt to use it on the website and the website said scheduled maintenance, use the app or mobile web page. Both of those were also down. Disrespectful and a little deceitful to say things on your pages that aren't true and are just something to redirect someone.