Navy Federal Credit Union [NFCU]

for months, I have been pushed around I run a multimillion dollar business and dependent on navy federal, they don't let me talk to the escalation team, they hang up the phones on me after hours of wait on the phone, going to the branch does little to nothing, no one cares, they closed my accounts after a check was fraudulently cashed for $1900 and now, all my 8 accounts are closed or frozen, i don't have access and they keep telling to speak to the fraud, security, business department but at the end. Navy federal ends up disconnecting the call and not taking care of their customers, if this is happening to me, I can guarantee there are over 100 customer probably dealing with the same issue. I have no access to my accounts and online platforms, nor access to my business and personal accounts, this is just unacceptable and goes against the interest of any customer. Don't do business with Navy Federal, they don't have your best interest.

On the phone on hold for over 3 hours. Who manages the call center. Help! you are drowning. Very poor service. THe rep told me they always have more people call in the evening . If you know this why is there not a solution. I have been a member for 45 years. It was never like this before. Service used to be excellent. Went from a 10 to a 2. Not sure I know what else to say. I tried to log off and it said my complaint was not long enough. I hope our Navy has not adopted the same efficiency standards as you guys. If so we are in big trouble. Reveille Reveile people. Wake up and answer the phone. I hope you guys havnt gone woke. OMG you guys must have a member of congress running this joint.

Filed a dispute on credit card and they did no investigation nor provide any information or feedback for 30 plus days. When I complained they closed the claim and decreased my credit score 37 points in retaliation. Vendor kept my $296 and I never received the merchandise. Very suspicious behavior and unprofessional conduct. Dispute closed 8/23/23 by email from NFCU without any adequate information or any evidence they did anything on my behalf to resolve the dispute. Underlying transaction to vendor was processed 7/15/23 . Requested a refund by telephone on 7/20/23 and by email the next morning since vendor was not cooperative. Filed dispute with NFCU within a day or so. Credit Union is supposed to act as a fiduciary with customer money and perform due diligence. They provided no evidence credit union did anything. Simple fairness requires that merchant cannot unjustly enrich themselves by keeping both the merchandise and money. Thank you for your help resolving this.

At 1446 on 20 July 2023, I received what appeared to be a fraud alert from Navy FederalCredit Union (NFCU). I have attached the screenshot of the text message I received. The textwas fraud alert asking if I had attempted to transfer $100, $500, and $200 through Zelle andto reply "yes" if I authorized the charge and "no" if I did not. I replied "no" as I don't utilizeZelle and did not authorize those transactions. I received a reply that a representative wouldbe giving me a call shortly. I looked up the phone number for NFCU fraud department [protected]). I started to call the NFCU fraud department at 1450 but a customer hadwalked in where I worked. I assisted the customer at my work and started to call them againwhen I noticed that I was receiving a phone call from them (see attached call log). I receivedthe phone call from a African American gentleman who introduced himself as a NFCU representative from the fraud department. Note that they called me from the NFCU phonenumber (call log attached). The gentleman asked to speak with me and I stated that he wastalking to me. He stated that there were some unusual transaction on my account and gladthat he was able to catch those from me. He told me that he needed to send me averification code and for me to read it off to him. I received the NFCU verification code viamy yahoo e-mail address and read it off to him. He told me that he was going to place meon a brief hold while he looks at my account to see what was compromised. I was placed onhold with the waiting music. We became disconnected around 1504. I was getting ready tocall the fraud department back but the representative from NFCU called me right back at1505. He apologized for getting disconnected and stated he was still looking into myaccount. He asked me if I would like to remove the Zelle capability from my bank account. Ireplied that I did because I do not utilize Zelle and that is what compromised my account.He said he would gladly do that for me and sent me another verification code and I read itoff to him. He then placed me on a brief hold while he takes care of that. He then came backoff hold and told me that he had to reset my account because it was compromised and sentme another verification code. We became disconnected at 1518. The NFCU representativecalled me back at 1519 and I read off the verification that I received and he placed me onhold again. He came back off hold and told me that he was still working on resetting myaccount and placed me on hold again. We became disconnected at 1529. I started to callback the NFCU fraud department at 1530 and I noticed that the fraud department wascalling me back at 1531 so I switched over to answer the phone call. He apologized for thedisconnect again and told me that he was finishing resetting my account. He placed me onhold again and then came back on the line. We became disconnected again at 1553. Iwaited about 5 minutes to see if they would call me back. I called the NFCU phone numberat 1557 and that is when I found out that I had never spoke with a NFCU representative. Itwas a scammer that had that taken over my account, took out a $8,500 loan, set up (3)member-to-member transfers, had the loan deposited into my checking account, andtransferred all of the loan money and what was in my checking account. NFCU froze meaccount and marked the loan as fraud and told me to call back the next day to start thefraud claims because the transactions need to post. I called NFCU the following day onFriday 21 July 2023 at 0701 CST. The lady who answered the phone stated that I need to talkto the security department and they didn't get in until 0900 EST. I called NFCU back at0802CST to speak with the Security department at NFCU. A male representative from theSecurity department answered and started inferring that I should have known better andnoticed that this was a scam. I felt really embarrassed by his comments and felt that it wasn'tnormal for a bank to be victim shaming. I also felt that if NFCU Security was better I wouldn'tbe in this position. Someone was able to take out a $8,500 loan without showingidentification or providing any signatures (this is what I learned from the fraud departmentlady the night before on 20 July 2023 when I talked with her from [protected]. He walked methrough how to install the latest security update on my apple i-phone. He also told me thatthe scammer had my full SSN and date of birth so I would need to take identity theft actions.He sent me an e-message with how to move forward with precautions with identity theft(report to FTC, freeze/lock credit with all (3) credit bureaus, initial fraud alert with all (3)credit bureaus, etc. He then transferred me to the NFCU fraud department. The fraud department closed my savings and checking that the scammer stole all my money from andopened a new account. They told me that I could submit an affidavit for the fraudulent loanand either mail it in or turn it into a local branch and they can scan and upload it. They toldme to call back the next day as the transactions from the transfer of money out of mychecking and savings had not posted yet. I inquired if the the transactions show postedbecause I was able to login with new credentials to my new account and saw that thetransfer transactions have posted. They placed me a hold to talk to my manager and statedthat I would just have to call back tomorrow. I inquired if the transactions haven't postedwhy can't they just stop the transactions and they told me that they can't do that becausethe funds have already left the account and the system just needs to catch up. I inquiredabout provisional funding as I read that it may be possible to get provisional funding on theaffidavit. They stated they cannot give me provisional funding but gave me a $50 credit tomy new account to help out. I was on the phone for 1 hour and 46 minutes with NFCU. On21 July 2023 I turned in the affidavit for the loan into the NFCU Gurnee, IL branch and thelady scanned and uploaded the affidavit into their system and printed me a new debit cardfor my new checking account. Also, on 21 July 2023 I made a FTC report and was given atask checklist to work on for identity theft. On 21 July 2023, I froze/locked all credit from all(3) credit bureaus and did an initial fraud alert for all (3) credit bureaus that will be good for1 year. On the following day, 22 July 2023 I called NFCU at 1048 CST and started the fraudclaim for my checking and savings account. The lady I spoke with told me that shesubmitted the fraud claim and that it would take 6 months to complete and investigationand once the investigation was complete then I would receive a response on the claim. On25 July 2023, I submitted the FTC dispute letters to NFCU via their e-message portal. I sentone FTC dispute letter for the fraudulent loan and one FTC dispute letter along with the FTCNotice to Furnishers for both submissions. I called NFCU at 1131 on 25 July 2023 to get anupdate on the fraud claims for the fraudulent loan and the fraud claim for thechecking/saving accounts. The NFCU female representative stated that the claims havebeen submitted and it will take 6 months to go through the investigation and the claimcompleted. Once the claim is completed in 6 months I will received a letter with the finding.I inquired if I had additional evidence that I could provide such as the text message from thescammer, police report, etc. how I would be able to get that over to them so that I can assistwith the claim to go through. She instructed me to utilize the e-message system but it willstill take 6 months. She also stated that within the next month I will need to start makingpayments on the fraudulent loan. I inquired why I had to pay for a loan that I didn't take outthat was already marked as fraud. She replied that if I didn't make the payments on thefraudulent loan during this time they will report me to the credit bureaus and my credit willbe ruined. She did state that if the claim comes back after it is completed they will pay meback everything I paid towards the loan. I asked her if it will truly take 6 months to completethe claims and investigation and she said yes. I asked if they are federally insured (FDIC) whyI had to take the loss as a victim of fraud and not the bank take the loss. The femalerepresentative said that I have to be able to prove my innocence before I can receive anymoney back and that they cannot gurantee that I receive all of my money back that I lost.Today, 26 July 2023. I submitted additional evidence (the text message that was a scamposed as a NFCU fraud alert that contained the phone number of the scammer) for the claim and called NFCU to receive an update at 0958CST. I inquired if I could receive anupdate on my fraud claims and the gentlemen stated that they are getting worked. Iinquired how do I know they are actually working on my claim as I have been workingtirelessly to provide all evidence I can for them and work through identity theft and trying tofigure out what to do financially as all my money has been stolen from me. The gentlemenon the phone stated that if I sent the message its getting worked and I told him that thiswasn't good enough and I needed an answer. I have (3) kids and I have bills to pay andmouths to feed and I have no money because that person stole everything. They told methat the fraud claims are a process and I just have to wait. I inquired if there was anythingelse I can do and they told me to just wait but they would mark my fraud claims as urgent sothat maybe I will get it rectified before 6 months. After the phone call with NFCU I called thephone number that I received the scam text from off of my government cell phone and thesame African American male answered the phone. I had my government phone on muteand didn't interact because I don't want to ruin the investigation. Today I am filing thisreport, contacting the FBI fraud hotline, my security manager for my Command (9th MarineCorps District) is reaching out to the NCIS fraud department, going to my local policedepartment to complete my police report and start researching for a lawyer. I have openeda separate bank account because I no longer trust NFCU with anymore money. I have beenvictim shamed, told to wait 6 months, they denied provisional funding, and told me I have toprove my innocence when I'm already a victim. To be treated by my bank in this manner hasbeen extremely stressful and has caused a lot of trauma to my family. I don't know how weare supposed to survive with no money until pay day (in 2 weeks), but I know that NFCU isn'twilling to work with me.

nfcu digital investor has a 3rd party to link outside accounts to make deposits.

Plaid lists many major banks but the only link that works is nfcu. nfcu sez Plaid at fault, Not so. It is there internal un published policy you must use there checking account to deposit funds in there Digital Investor. They are happy to blame Plaid and then disconnected me when i asked for plaid contact info. nfcu customer service is almost as bad as att

I am a Naval and USMC veteran and I served during and after Vietnam I am contacting NFCU about a rather unfortunate episode concerning the time I worked for NFCU It turns out that I spoke a few words out of context and I have apologized profusely about that but I am more than happy to do that again I am addressing Ms. McDuffie to plead for forgiveness and ask to be placed back into the welcoming arms of the NFCU It was not a comment that it should last this long and it does not accurately demonstrate my love for my country and the Navy-the greatest Navy this world has ever seen and I am eager to be placed back in it and the Naval service

I’ve been a member with Navy Federal Credit Union for 25 years. I bank and have an auto loan with them. I’ve had my loan for 2 years (since June 2021) and after all this time they send me an email today (May 16, 2023) which is the day before my birthday telling me they don’t have the title to my car. They told me to call the dealership and DMV. Both told me NFCU is the lien holder and would need to request a copy from the DMV. NFCU is now trying to charge me an additional 18% on my APR when I wasn’t properly informed about the issue, not that I’m able to do anything to fix it since the title is under the name of my bank. I had to speak to 2 different NFCU agents and the first was not helpful whatsoever. The second told me I still have to pay the increased rate even though it was the bank that didn’t do their job properly. I don’t recommend getting an auto loan with them if this is the level of treatment you’ll receive.

I dont know where to start. I called MONTHS ago to settle this account as far as setting up arrangements for the account to be paid, but was told no I couldn't€™because at the time I did not have funds coming into the account. The agent did not ask me what type of arrangements I was inquiring about setting in place, how much I was wanting to pay towards the closed account or anything. They only saw at that time I didn't€™have anything coming into the account. Then today they hit me with a big whammy and took my paycheck that was meant to pay me and my kids rent before end of day today. Now I started back working small hours back in April of this year and they did not bother those funds but today im assuming they thought of lets take her larger check we dont care if she have kids and about to get put out. We just want our money not even attempting to reach out and see if I still was willing to settle the account now that she has funds coming in. I spoke with an agent and he told me before transferring me that they could reverse the funds and set me up on arrangements but then got to the charge off accounts department and the agent stated the funds was not being reversed, he even stated that he saw where I called in months ago he said “6 months ago to resolve this issue. The agent had no remorse or empathy towards my situation. He made sure to state the previous agent should not have told me that because he don’t work in charge offs so he don’t know. Also making me aware of the amount remaining on the charge off. Regardless all agents represent Navy Federal that I have spoken too. I will be submitting complaints higher up and also with the BBB. I am disappointed and distraught over how this was handled