Navy Federal Credit Union [NFCU]
reviews and complaints

I was robbed and my phone was stolen and passwords were compromised. From there the suspect sent themselves thousands of dollars to their accounts via Zelle. Navy Federal had said that my claims to recoup my funds are not valid. I have submitted an appeal, but the “supervisors” in the fraud department told me that they didn’t believe my claims and that I wasn’t robbed. I have a police report and documented claims with my other banks that funds were stolen from. Navy Federal has invalidated my situation at every step of the way and now they are trying to tell me that I wasn’t robbed so therefore they denied my request to recoup my funds.

Yesterday at 1:30 pm I logged a phone request for written confirmation as to an incident in the Port Hueneme branch.

Rosa your branch manager said without two forms of identification the bank could not accept my deposit.

I offered my driver's license and an online copy of a passport as well as online statement.

My account balance is over one hundred fifty thousand dollars and she personally remembered me from other transactions made in the bank.

Additionally from the screen print attachment I cannot lid a message. The screen asks for information to proceed. As you can see no drop down arrow exists. You have a display program problem.

Please forward the incident number.

Arthur

[protected]

I had three bank wire transfers sent to one of my savings accounts. after waiting three days to ensure all funds were good I went into the bank to wire transfer some of the money to another bank. After the transaction was completed I was called a few minutes later to ask who had sent the funds. I stated it was a family member and then the next they sent me an email and locked all my accounts. They stated that they had to verify that the transactions were legitimate. It is now three weeks later and I'm still waiting on verification and for them to unfreeze my account. I keep getting the runaround and am very unhappy.

Today all of us customers received an email stating that the funds availability process was changing and none of our funds are available until the next business day. For me I get paid Friday and live paycheck to paycheck. Now I will have no funds until after the weekend. This is devastating to me and hundreds of thousands of other people. Why is this institution going backwards in time? All my financials are tied in with Navy Federal so I can't just close the account and find something else. This is just awful and further screwing over all of us who make Navy Federal Possible!

ANTOINETTE MARIE COLE

412 E. Volant St.

Hubert, NC [protected]

[protected]

Email: [protected]@EC.RR.COM

1 October 2022

Mary McDuffie

President/CEO, Navy Federal Credit Union

820 Follin Lane Southeast

Vienna, VA 22180

Dear Ms. McDuffie,

We have been members of Navy Federal Credit Union (NFCU) for 33 years and although we're not rich and have millions in NFCU, we've always been dedicated, members. I’ve never had to write to the CEO of Navy Credit Union for EVER until now.

I check our NFCU accounts every single day. Today, 1 October 2022, I noticed that the amount of my checking account was “only” $193.82. I was taken aback given we were paid yesterday (30 September 2022), so something is wrong.

After going to my checking account ending in (6888) online, I noticed several deductions in a “PENDING” status. I immediately didn’t recognize or had any idea where they came from. I contacted NFCU at [protected]), I was given an option to speak with a NFCU representative her name is” TRACY”. I explained to her the reason for me to contact them. Whether she didn’t understand my questions regarding four (4) transactions on my account (6888). After not getting through to her I requested to speak with another representative. I spoke with “BRITTNEY”. Once again, I re-explained the situation and my concerns about the monies “stolen” from my account. I read her the transactions in question and was requesting that monies be put back into my checking account. Brittney informed me that “NOTHING CAN BE DONE UNTIL THE CHECKS ARE PAID.” She further informed me that my situation would be considered “FRAUD” and it will have to be handled by NFCU Fraud Department and the monies can’t be put back into my account until; (1) the checks clear, and (2) the Fraud people get involved.

Given the time I had been on the telephone for nearly an hour, I requested to speak with a supervisor. After being put on hold for 10 minutes “MICHELLE” came on the line and informed me again, that the funds cannot be put back into my account until it’s gone through the process. I was furious at being told my money will be held up and there’s nothing can be done to assist me. I also informed Michelle that I have bills that need to be paid today (automatically) out of my 6888 accounts, and what is going to happen to those bills when they are presented to NFCU for payment. Michelle informed me that this regulation is for all NFCU.

I usually can speak very clear, without being rude, angry etc., unfortunately given the dollar amount that was “stolen” from my account I wasn’t a nice person when speaking to these representatives, especially when I was told “there’s nothing they can do”.

I was also informed that once the checks are paid an “investigation” will commence and upon all results the monies will be put back into my checking account in about 3-4 days once the checks are cleared/paid. I informed her that this was unsatisfactory because I had informed NFCU of these “fraudulent” transactions and

Below are the transactions that “DON’T BELONG TO ME AND THE FUNDS SHOULD NOT BE PAID”:

Pending POS Debit - Visa Check Card 7123 - ALLIANZ TRAVEL INS RICHMOND VAUS POS -$22.00 $232.33

Pending POS Debit - Visa Check Card 7123 - DELTA INTERNET DEL ATLANTA GAUS POS -$79.99 $254.33

Pending POS Debit - Visa Check Card 7123 - DELTA INTERNET DEL ATLANTA GAUS POS -$389.60 $334.32

Pending POS Debit - Visa Check Card 7123 - UNITED [protected] TXUS POS -$817.09 $744.36

We are retired members of NFCU and $1,300.68 is a lot of money to us. Being customers of NFCU since 1986, and I’m somewhat taken aback by the attitude from your representatives during my conversation with three NFCU ladies. This might be considered the “norm” for them, but for me this situation was terrifying.

I know you are a very busy person, but I would very much appreciate it if you can address this unfortunate ordeal NFCU put me through.

Respectfully,

ANTOINETTE M. COLE

Cc: NFCU

File

To: Navy Federal Credit Union Customer Service

Po Box 3000

Merrifield VA. [protected]

August 3 2022

RE: Stollen check [protected]

Lucinda Smith

415 W. Ridgecrest Blvd. #25

Ridgecrest CA 93555

Account number [protected]

I am a member of the Navy Federal Credit Union in Ridgecrest California. I am being treated unprofessionally on a banking issue as well as being treated like a common criminal.

On October 25th 2021 I bought a nine thousand dollar cashier check from Navy Federal Credit Union in Ridgecrest CA.. Check number [protected].

On July 2 2022 my car was stollen. When I finally got the car back all of my personal effects that where in it where gone of course. In my personal papers I had for travel was my cashier check [protected].

The Ridgecrest Police Department (RCPD) have the camera data of my car being stollen from Walmart parking lot and they arrested the perps because they were recognized by our local detectives. Thank gosh for that.

I went to the union bank on the morning of July 3, 2022 just hours after the theft and reported the theft. Then the check was cashed on July fifth at an atm in another town. I’ve been working with Navy Federal on getting the money returned to me but they are treating me completely unprofessional. They haven’t said so, but I’m sure they think I was involved somehow with the thieves and that I have something to do with the check. It is disgusting and crushing to be treated like a criminal in my own bank. This is my retirement fund check.

On August 12 2022 I received a letter about my check being returned cashed. On July 17 2022 I was instructed by a person in the bank to go to the notary with form notarizing my signature, which I promptly returned.

I assumed the letter was sent with my complaint to corporate or the correct authority. That form was never even sent, the teller said she thought someone else had taken care of that.

That was weeks ago, now I’ve been lied too, and I know this.

I filled the same form out on SEPT. 2, which she accepted without notary.

In conclusion, the police already got the thieves for my car and the check, video from the store, and extensive report. Why are the tellers acting like I don’t deserve professional answers? And after leaving the bank I was in tears feeling helpless and abused.

I look forward to any input and advice you can offer.

Sincerely Lucinda Smith

After submitting this document, I'll mail copys of the supporting documents. I have limited tech abilities like scanning at this moment. supporting documents can be sent on demand like the police report or any mentioned documents above.

Sincerely

Lucinda Smith

[protected]@gmail.com

I receive multiple emails per week asking me to update my account information at NFCU. I am not a customer, I do not have any accounts at NFCU, and will, based upon this experience, never use NFCU.

I have sent emails to NFCU's customer care ([protected]@nfcu.org), customer service ("[protected]@nfcu.org" ), the CEO ([protected]@nfcu.org), CEO's Admin ([protected]@navyfederal.org), and COO ([protected]@navyfederal.org), and countless others asking to be removed from this endless series of emails.

If I were truly a customer - why are my emails going unresponded? If this is the case no one cares and I'm not going to ever want to be an NFCU customer.

There is someone's account who has inadvertently, incorrectly, been updated with my email address on their account and they do not know it needs to be updated.

Either way I cannot update an account I do not have to say I no longer want to receive these emails (!)

NFCU may have been hacked, and if so they're good as the hacker is using the NFCU.org domain to send out these messages which is destroying customer goodwill.

New Customer - Having a issue with the Overdraft pulling funds from one account to an account that is already funding. I just had a return item sent back and both accounts are fully funded. I requested information regarding posting of the item and was told that information is not available to me. I requested to speak to a manager and was told the same thing along with not knowing when banking processing time is cut off. I was then instructed that it is best to use my debit card and or cash so that system would process ACH improperly. I have requested that my call be escalated for review and that both calls be pulled. No reference number for my complaint, no call center for location follow up just a name Debra, Deborah in VA or Fl. How is this best practice to take care customer. If I am a non service connected member. I can only imagine how our service men and women are treated.

DO BETTER

The laps in Overdraft protection fixed. Better customer service & questions that are asked to be answered directly and not speculated responses.

Email pushes to the portal need to be current and accurate.

Complaints should be assigned a Issue # and given to assure that the request is not stopping at this call.

CC reps should have Navy Federal ID # that can be provided if something isn't addressed. ( Do you know how many Debra, Deborah -You have within NAVY FEDERAL)

On July 11, 2022, I deposited a check in the amount of $7847.55, the check was issued by my insurance company to repair my home. I received the email from NFCU the check would require a 2 day business hold. When the 2 day business hold was up I received another email stating the funds will be held another 5 days because NFCU could not verify the funds. The treasurer of my insurance company sent the corresponding email to an NFCU supervisor that the check was legitimate and also cleared 3 days prior. The Supervisor worked diligently and removed the hood and my funds were released. After speaking with numerous representatives I was told my check was held for fraud.

On August 11, 2022, the remaining funds were sent by the same insurance company to wrap up the work on my home. The check was deposited and I was told about the 2 day business hold again, which is fine. However, this time NFCU released the money into my account then a couple of hours took it back out of my account and stated the policy changed pretty much overnight and I have to wait.

This is the second occasion NFCU has handled me like a criminal and I feel discriminated against at this point. To try and soften the blow I was given a $100 credit to my account for the last incident. This time I was sent in my way and you’d deal with it. My daughter and I are living in a hotel, the work on my home has come to a complete stop because NFCU is holding my funds. The funds have been verified. The company is a legitimate insurance company and all requirements have been met.

I will also look into taking legal matters at the point. NFCU is Unprofessional and Unethical and this will not be accepted.

1. My loan has been in forbearance, afterward, I was told that I could get a refinance if I pay three months. I paid three months after the forbearance with the hope of refinancing and again, I was told I would have to give three more months, just to show three cleared months plus the forbearance months. When the time to refinance I was denied and the money I borrowed to fix up my home with hopes of refinancing as per my calls to NFCU was denied. Since NFCU has recorded lines I am asking that President Mary McDuffie step in because now I have tried to get a car due to being in an accident no fault but the credit reporting agency is showing that I have 5 payments late for the mortgage. All incorrect, because again NFCU recorded line and notes will show that my loan is being reviewed, been in forbearance and I have called several times for updates and been told that they are waiting for the Department of Veterans Affairs, I called VA loans and my modification was approved in March 2022. I am also going through cancer since DX Aug 2021 when I first called to tell them about my financial changes due to cancer and FMLA. As of this date, 8-7-2022 NFCU has not given me an update, and Stacy the person handling my loan will not return calls. NFCU is trying to take my home and cause me to file bankruptcy when I have called and asked them about my options. Please review their recorded line and notes it will show that NFCU after 26 years of being a member has not kept its word.

On 7/27/22 I transferred 33.99 through Zelle to an Inmate at Lake Butler DOC in Lake Butler Florida. I was told to send it via a certain telephone number which I did. I sent the money within an hour, and received a phone call and was told by the Inmate that he had been moved, and therefore he would not be able to retrieve the money. I was told that the person at that phone number would forward the money back to me but later found out that once its sent, it cannot be retrieved. So I decided not to pursue retrieving it, but decided that an incident of this kind had better not happen again.

On 8/4/22 I again transferred money, $36.00 through Zelle, to the same person at Lake Butler DOC, thinking that maybe the previous issue was just a mistake, and, the person really needed the money, or so it seemed. The Inmate gave me the phone number and the name of the person at the phone number, and I wrote it down. An hour or so later, I get a frantic phone call from this inmate wanting to verify the phone number, and then after verification, he tells me that was the wrong phone number. (we verified the phone number and name twice before I sent the money). He stated to me that I could pull the money back which is not true; once the money is sent to a phone number it cannot be retrieved.

Will not send anymore money to this client. It appears that this is a fraud or scam perpetrated by the Inmates in the prisons and correctional centers. I am now out of almost $70. I want that money back. I talked to a NFCU Rep, in the Zelle department and she told me I was out of luck and I should have known better, not in these words, but that's how I felt as she basically talked down to me. Here's my position; NFCU and Zelle have some type of agreement or contract going for transfer of money through Zelle. Someone needs to investigate this and get my money back; this is not right. If I don't get any action on this issue relative to my explanation via the aforementioned, then I will close my checking and savings accounts, and pay on the car loan, signature loan, and personal loan from another bank or financial institution.

I

I was in a really bad car accident and while in the hospital I suspect co worker stole my personal information debt card and cash app info once I received info from cash app support telling me the my debt card was linked to two cash apps accounts I made a police report went to the bank and they transferred my money to a new account however 2 day later im told my never acct was never officially closed and my get acct gets hacked again for 4,000 plus dollars I file a another claim this time online and call in to see if they received my claim including all my Documation and I'm told over the phone all claims were denied. how did I receive a proper invesgations without reviewing all documents?

This is concerning a PAL I requested. I have the money and credit score. I have a 708 credit score I have the funds in the bank and your credit department says that I have multiple delicense account. If that would be the case I wouldn't have a high credit score.

This is not the first time it happens.

I am tired of the discrimination against me because of race and age.

I do have the right to benefit from your services as others have.

I tried to go back to take photos of the Deniel Letter but not there anymore.

Lawyer Nancy Hopkins demanded me to pay more $1500 for Navy Federal Credit Union to release my funds of $10,000,000.00

and I asked my wife to go to a branch of Credit Union to verify in New Jersey over there they have demanded we will have to pay more

for them $8600 for wedding certificate, and gave their phone to contact: [protected] and a document of California Secretary of State's

office has filed some paperwork

I have to pay to the account as Lawyer Nancy Hopkins has asked : ($1500)

Account number [protected]

Routing number [protected]

Checking account

Bank address: P.O. Box 3000

Merrifield, VA [protected]

Name :Larry Alexander

Bank name: Navy federal credit union

so she has breached of trust I don't trust her anymore, as I have seen I paid $8750 to Tax manager Jack Grumenger as instructed by Lawyer Nancy Hopkins with the receipts. Why do we have to pay one more time at the Credit Union? anyway I reported to the U.S. Treasury Inspector General for Tax Administration (TIGTA), to arrest Tax-fraudsters already, who will be liable to pay $5000 + $3600 + $1500 = $10,100.00?

So if the Navy Federal Credit Union won't be able to respond properly, I will file a complaint to the USA Financial Ombudsman

and someone will pay an interest rate of %8 on the amount of $10,000,000.00USD according to laws of The US.

This is a deceptive scheme to delay my funds to my Royal Bank of Canada Account. No Financial Business charges fees like that.

so please sort out this matter as soon as possible.

Lawyer Nancy Hopkins' contact: Grant Agent; [protected]@gmail.com

The FBI has asked Lawyer Nancy Hopkins to step down and withdrawn from to be an executor for my Father-in-Law Ryan Nguyen. She has had any authority to decide what to do in this matter.

Lately transaction in general are taking many days to finally post. causing confusing and delay to customers about their available balance and payment. i have gotten so many fees lately because transactions are taking several days, more that usual.

I was a loyal customer for years until I was disabled by my service. Even though I paid disability insurance for such a case, NFCU decided not to honor it and has made mine and my families life a living hell, since. It's been ten years and my credit is so bad I can't get housing for my family. They refuse to take responsibility. Absolutely heartless predators.

I have been a long time member of NFCU, and because I was in the negative for longer than I was expecting, they closed my checking account. I was in the negative and during that time didn't have the funds to bring it current. I was finally able to clear the negative amount and was told over the phone that once I cleared it up, I would be able to get my checking account back active. I paid it, was transferred back and forth between multiple departments and finally spoke to someone who told me that I couldn't open another account, but when I explained it to them what was told to me, instead of offering to look into it and call me back or something like that, the rep flat out told me no. So, I then asked to close my savings account as well since I can't do anything with the bank and was told I couldn't. I know it's only $5, but it's the principal that your company wouldn't honor what I was told would happen if I cleared up my debt. Mind you THIS is on a recorded line. This is false advertisement. I am a Navy veteran and I don't understand why the bank lies to people just to get their money and then laugh in their face. This is Bs and needs to be addressed because I'm pretty sure I'm not the only one that this has happened to. No need to hold onto my money like it's coming out of your personal paycheck. I did enjoy the benefits and perks of being a member, but I don't appreciate being lied to and then being told no.

The following fraudulent charges showed up without my knowledge.

My account - 04/12/2022 ACH Transaction - daquenay cabines ACH ACH Debit -$789.51

My daughters account - 04/12/2022 ACH Transaction - daquenay cabines ACH ACH Debit -$over 400.00 do not know exact amount

Reported on 4/13/2022. We were instructed to change all our passwords and update any apple product ie.. Iphone and Ipads that access the NFCU accounts. Then call back. Did so that same day. New account numbers were created for me and all joint accounts.

Was told to give it two weeks to recoup the fraudulent charges.

Still waiting. Tight retired budget. Need help in this matter.

My Navy Federal Credit Union account was overdrawn when the childcare tax credits were being issued earlier this year. Navy Federal took it upon themselves to add money to our account to make our balance positive before the credit was added. They were not given permission to do this, and in fact when they did this for an earlier stimulus check that was distributed, we contacted the bank and asked them to stop doing this. They refunded us for money that was deducted from our account to cover the cost of the money that had been added without our permission. After this first incident, our further requests to stop this "service" were ignored and Navy Federal continued to do this every time that a child care credit was issued. Over the course of a few months, a total of $2167.33 was added to our account without our permission. The bank was contacted on several occasions to request that the additional funds not be added. On April 21, 2022, a lump sum of $2167.33 was deducted from our checking account leaving us with a balance of -$2396.40 . When I contacted Navy Federal to discuss this deduction, I was told that a letter was sent out letting us know that this would be happening. We never received a letter. I asked if the letter was sent certified mail and required a signature, and I was told that it did not. I question if this letter was ever sent out. If it was, I never received it. I also asked if they had any record of us requesting that the funds not be added to our account, and of course, there was no record. How convenient. Additionally, I asked if Navy Federal was asking permission before adding money to customer accounts and they said that this was a "favor" that the bank was extending to its customers without first receiving permission. I was told by the representative that the only thing the bank could do was transfer the negative balance to our savings account and give us 60 days to repay the amount. I told them that it would not be possible and asked for an extension. They told me that this was not possible. When I asked to speak with upper management, I was denied. How is it legal for a bank to add and deduct money from a client's account without first receiving permission? A document should have been sent out prior to the money being added asking costumers if they wanted to take advantage of this "favor" from the bank. From what I understand, Wells Fargo got into huge trouble for engaging in the same practice. In addition to filing this complaint, I have contacted the BBB, a lawyer and a local news affiliate. I do not believe that what they have done is legal. How this program was meant to benefit people is beyond my understanding. The reason that Navy Federal felt that they were justified in adding money to our account is because it was overdrawn - how do they possibly think that we would be able to repay the money in one lump sum and still manage to pay our other bills? We have an overdraft limit of $500 - we have never been able to go beyond this amount, yet Navy Federal was able to overdraft our account by over $2000. It seems rather incongruous and quite frankly, illegal.

My biggest complaint Is that you're claiming u there to help the service members there families veterans but your action pontificate something entirely different I can't speak for know one else but I will say this about I'm veteran that served his country and was honorable discharge now I need my country to help me and u deny me credit what can of honor is that my enemies treated me.better than my countrymen and that's all I'll say about that cause at some point and time we all need just a little help...