Navy Federal Credit Union [NFCU]
reviews and complaints

Fatima, this is Steven W. Daily. Please let me get right to the point. This fiasco started on June 6th 2020 at which time I was working with Anthony L. Williams. After a period of time, Christine Hay became my contact. We had telephone conversations and traded emails. She led me to believe that after 4 MONTHS I would hear from the closing team and we could put an end to this. Anthony gave me a closing date of October 9th 2020 in writing. That date has come and gone and now I have a new loan Processor.
There are 2 things I want to know: was my loan application approved and when is the closing. Your company is far beyond professionalism. I'm a decorated veteran who served my country. I don't expect any special treatment but I would like the respect due from an organization who claims they are here for my brothers and sisters in arms.
Take a few days and review my application, review the emails and telephone conversations. Please do not call me with reasons why this thing is going on 5 months. If Navy Federal is not capable of taking loan applications and processing them to closing, you should not have taken my application in the 1st place.

On Sept 24th I deposited $1900 in a COOP Credit Union ATM. The atm gave me an error message, did not give me a receipt, nor did the money register to my acct. Luckily (I thought) the atm maintainance guy was there and verified the amount and made a call, told me to call my CU and it should take about 2 days. I immediately called Navy Federal, reported info they told me it could take up to 10 days but I would get a provisional credit next day. Next day I called NF they stated (and I received email) I would get a provisional credit in 10 business days and it could take 45 days to resolve. On Oct 2nd I called United CU, the COOP, they informed me they had not received a claim from NF. Called NF, they stated they were behind due to COVID. Called after 10 business days, NF told me I could not get provisional credit person misspoke. Called again, I was told it is a long process and they have to send claim to other cu and that cu have to get a maintenance guy to verify there is an overage, was also told I could not get a provisional credit. Called on the Oct 12, I was told my case was closed because they could not get a terminal ID or a Bin number for the ATM. I called United on a holiday and got the ID # in 2 minutes. I called back and reopened the case. I called back today and was told once again they needed ID and BIN. I asked did they bother to reach out to United to get info, response... no. Then Benjamin, if that is his name, stated I, me the customer, did not provide that info even though he admitted they did not ask me to call United to get it. He stated it is not their protocol to contact other institutions. So basically, he was telling me that NF was waiting for the information to magically appear. He then stated they notified me in the denial letter regarding the need of the ID numbers. I put him on the line with United to resolve issue, I then learned, NF never contacted United at all and after making progress he suddenly stated he had been on the phone with me long enough and refused to put someone else on the line to help resolve issue. The U item representative who was extremely pleasant told me to just give her my debit card number and she apologized for me having to go through such an ordeal. Also prior to Benjamin getting off the phone, he stated my investigator Tonya, denied my provisional credit. Tonya was the one who was too lazy and incompetent to find out a terminal ID number and BIN. She rather classify my case as fraud rather than do her job!

I applied for a personal loan from Navy Federal and it was denied again, reason for denial "caused loss to Navy Federal". I have been with Navy Federal for over 20 years at some point in time I went through a financial hardship and filed for Bankruptcy several years ago. I presently have a Direct Deposit check that comes in every month, I presently have a Checking and a Saving acct with them. How long will I be penalized for this... I'm aware that the Bankruptcy could have an impact, but I've purchased a home opened up various accounts purchased a few cars since the Bankruptcy. Like I stated I have been with Navy Federal for over 20 years! Will I never be able to get a personal Loan from Navy Federal, If so I will have to find another institution to conduct my Banking business with. My letter of denial was received on 9/18/202. I've also requested an appeal lowering the amount that I originally requested. Trying to Consolidate some bills. Thanks!

I am almost 70 years old and I have never seen a sorrier bank branch. I just opened a checking and savings account at the Navy Federal branch in Albuquerque and within a week they sent me checks (with the wrong number on the checks). Then when I went in to ask them about the checks and a fraudulent withdrawal on my debit card they told me that they didn't know who the debit was paid to. In frustration, I asked to close the account and withdraw all of my money. The young girl who said she was the branch manager, Christy Piper, called me a fool (in front of witnesses) and refused to do anything. And the ATM there was out of service. She's not much of a manager. There are plenty of other banks around. Avoid this one. This girl is a loser.

I had applied 2 weeks ago for a mortgage loan. My credit is good, my job is good, I calculated my debt to income ratio and I have good debt to income ratio. I am a travel nurse so I do go a lot of places but I have my primary home in Texas. Let's just say I bring home a little over 6000 a month plus my boyfriend's income. Navy federal asked me how much I made, my hourly wage is $15.00 an hour, but I receive housing stipends and food stipends while on the road totaling 1500 a week. I get online because they do not call me back to see what I was approved for and found I was denied. Let me just say that I was appalled, I believe she put in 15.00 an hour for my wages totaling 540 a week when I gross twice that amount. The letter stated my debt to income ratio was not good, she put that I was not planning to live at that address which is where I live I go back and forth every week. Then she put I was not working long enough. I am a contract nurse I work with multiple agencies to secure my positions to 3 months. I go from one job to another because I am a contract nurse. I work with COVID patients every day, that's my job and I love it. I do not think these people know how to properly figure stuff out. I really don't care if this gets resolved, I will not be going through them for another mortgage loan. I wanted to use my first time homeowners VA loan so I got completely jacked on that. She did not ask for my tax returns because I make obviously good money. My bills are paid with extra left over a lot extra. It is sad I served this country, now I double down and help people that are sick which makes me feel betrayed. Very disappointing and I might remove all my money out of their bank.

I would like to file a complaint with NFCU, as I recently had two fraudulent charges on my debit card.
I was told an investigation is pending.
And in the meantime that they need to let the charges post -- more than $1100!
And that after that they would TRY to get the $$ back.
TRY?
I need the money back. Not a promise to TRY their best.
What is wrong with these people?!?

I have been speaking w/trish and elliot in collections/repo center and those are the only two I like dealing with since they know whats going on. I spoke w/elliot on 3/13/2020 in the morning time and I advised him I would be making another payment on 3/17/2020 and he said okay. Well fast forward to 9:56pm there was a knock at the door stating "I have your car on my wrecker, can you get your stuff out the car and give me the key"? I was like, for what? I was never once told that morning my car was on the repo list, nor did I receive any mail or a phone call that afternoon advising me of such. The wrecker driver with srt towing, demanded my key, however I didnt have the key since the mechanic who has been working on my car forgot to leave and took it home with him. The wrecker driver still made comments about why I didnt have my key to give him. Then I asked where is my car going, he said I dont need to tell you call your lender. Well there closed and he goes too bad, good luck on getting your car back. Like wtf, where has customer service gone too? Today I call navy and tried to make the payment on 248.98 to bring the account current (the repoed for that amount) and the collections lady advised me I can only deal with the repo department and to wait till their back in the office. Which is bs. Navy federal is awful! They will end up like usaa and have to close there branches if this type of customer service keeps going on.

I'm beyond irritated with Navy Federal right now. I have an auto loan through another company and applied for a refinance through navy federal yesterday. I owed $9400 on my auto loan and put a $2200 payment on there before I requested a refinance of $7200. I called NavyFed and gave them a heads up that the payoff quote would be different than the automated system, but if they speak to a representative, they'll get the correct amount. The loan officer called me back and told me I was approved for a $7200 loan at 8.65% interest as long as I could provide proof of income and that the payoff quote was only $7200 when they called to check the next day (today). I revived a notification that I was approved today, but they had approved me for almost $10, 000. I called and they said I could pick up a check from them and work out a refund from my other creditor, or submit a new application. I asked if my credit would be pulled again and she assured me that they don't pull credit twice within a 30 day period. Well they pulled my credit again and then denied me for the smaller amount. The $10, 000 that I was approved for several hours ago is now void. I'm beyond irritated and they told me I cannot file an appeal until I get a letter in the mail. If they would have done what they promised to do in the first place, the loan amount would have been correct the first time.

I am not sure what has happened to quality banking at Navy Federal. Every day got progressively worse. Its to the point where its representatives and the organizational hierarchy doesn't even care. I have zero confidence in this bank at this time and have taken my service elsewhere. Countless issues and the integrity is nonexistent to me. Navy Federal needs to get it back together.

Improper account credit and debits, all sorts of mistakes, you name it etc.

I applied for a mortgage loan August 9th 2019 it is now Oct the 1st 2019 and I still don't have a close date. Really, what's really going with this company. NFCU The lack of urgency is very present. Loan Processor and Loan Officers don't communicate and you have to go thru other channels to hear from your assigned loan processor because they won't respond to your emails or call you back. The process takes way to long. Navy federal doesn't care if you lose thousands of dollars and expect you to just live with it like it's okay. NOT ACCEPTABLE ! Something truly needs to be done about the unprofessional behavior. I want to speak with upper management about their Mortgage Dept. about who's going to pay for the money that I will lose if NFCU doesn't close on my loan NOW. The craziest thing about all of this is that I was Approved for everything, EVERYTHING! but I can't get the Underwriters to move forward with my loan in a timely manner, someone needs to fire the underwriter manager because nothing is getting done or hire more help

On or about 2016, my ex-wife use my name to order a MasterCard without my knowledge where she withdrew all the credit and failed to make payments. I found out while I was living in South Karolina and filed a complaint with the local police department. I also file a complaint with the navy federal and was told an investigation was pending. Later, found out the issue wasn't resolved where I became the debtor of the money that was withdrawn. I need the navy federal to fix my status and prosecute this person (evelyn k. gaitan) for identity theft and credit card fraud.

thank you.

I cannot believe the way you have treated my widowed mother and the family as we try to do business with you in regards to her finances. I have been given full privileges on her behalf after a long and protracted runaround by all of your departments. For me to list everything that you have done to complicate our lives and cause such stress would required me several hours to document. My Mom just tried to order checks and again you have thrown up roadblocks. My parents are/were 88 and have been lifelong members while I was a 30 year member. If you treat longtime clients like this I can't imagine what you do to your new customers. I can't help but feel that there would be someone there who would be appalled at what has occurred. When I asked for a name to address our concerns, I was told that none could be provided. If my Mom didn't have so many accounts tied up with you I would close them all. You can contact and apologize to my mother, Marilyn L. Evans at [protected].

Today I had an issue with my bank account for unauthorized payments. I spoke to a supervisor name Brian, we spoke at 7:59 am on 9/4/19 I requested to speak to him in regards of the matter because I did not want the option of my card being deactivated because I still needed to use it through out the day. In the mist of me complaining to him, he states I have to deactivate, I then inform I don't want to report fraud, I just wanted to dispute if possible, because my card is how I get to work, then he proceeds to get quite, I then get confuse and state, that him being quite doesn't solve our issue at hand, then he states tht he was quite because he deactivated my card! After I had stated numerous time I did not want that step taken. He still did it with out my permission. That was the reason I request to speak to him because I needed further assistance, due to the fact I did not want it deactivated, that's why I request for a supervisor and not the fraud dept. he was very disrespectful, and had no regards for the situation at hand or attempt to help me. I'm am a loyal customer and I was under the impression that navy Federal customer service representatives were allowed to blandly disrespect their customers and make decisions with out the CUSTOMER authorizing the action. He had no empathy and did not want to provide me with his work employee number so I could escalate. This has been a terrible experience and I need someone to take action.

Please I am a customer of Navy federal credit Union. I have been loyalty to my esteem. Please I have complications with my pregnancy due to that I don't work like I used, my doctor has put me into light duty at work. please my problem now is I want my balance should be reduce so l can it off ASAP. I don't want to have bad credit in future maybe I might decide to buy a hot or a car in future. So please help me from Charity Ababio if any informed please contact me no my(c) number 571/274/6448 or email me at [protected]@yahoo.com. Thank you for your understanding.

Here are the events as they transpired:
On July 31 I made a cash withdrawal from my credit card to my checking account of 5, 000.00.
At home on Aug 1 I logged on to my account and noticed an ACH transaction to a Clarence Knox dated the previous day for 1040.00. I called NFCU and disputed that charge. While I was on the phone the operator informed me that 4500.00 was currently being deducted from my account, and asked if I am authorizing that. I stated over the recorded line that I am not authorizing that transaction and it is unauthorized.
She closed my checking account and I was issued a new checking account number. She informed me that an investigation would be conducted and results take about 8 to 10 business days at which time I should hopefully have the funds returned.
I left for Mexico on vacation on August 6. On Aug 14 I logged on to pay a bill and noticed that the funds were not replaced, and that there was a message stating my claim was denied with no further information.
On Aug 16 I returned to the US and there was a voice mail from a man named David, whom I assume is the investigator, asking me to call him. I called and left a voice mail on Aug 16 at 1400 PST.
I called again Monday Aug 19 at 0800, Tuesday Aug 20 at 0730, and then again on Tuesday Aug 20 at 1238. David has not returned any of my calls.
A follow up email response from NFCU stated that Woodforest National Bank has been contacted but it is unlikely they will return the funds.
Since I have never heard of a Clarence Knox or of Woodforest National Bank, I googled them and learned that the bank is in Texas.
On Monday Aug 19 at approx 0745 I called their fraud department to have my voice recorded stating that the funds to a Clarence Knox at their bank are not authorized.

I also filed a police report, which I attached to my rebuttal letter.

August 20 I received a letter from NFCU stating that after a thorough investigation they have concluded that I am responsible for the 5540.00 that was taken.

To summarize, a 21 year long standing NFCU member was robbed, is recorded stating that the transaction that was occurring while he was on the phone was not authorized, and is being held responsible for those funds.
I trusted NFCU to hold my money. My money was taken under their watch, and they are holding me responsible for it.

Did NFCU hear the voice recording of my interaction with the operator?
Did NFCU do a ping of the IP address that the originating computer came from?

Since the investigator has not returned any of the four calls I have made to him, at the very least I requested that NFCU do an IP search of the originating computer that sent funds to Clarence Knox.

It is within my rights to know the full extent of the "thorough" investigation that was conducted.

our checking account and a credit card we never applied for my mom is 91 years old all of her money has been ripped off from her account bank has done nothing also a bussiness line of credit has been taken out we never applied for sending us the bill
for 35, 000 over 300, 000 has beeen wired out of her account and done with all ach checks this is bull even one of the checks doesnt even have our name on it for over 9900.00 and the bank took it out of our account this is bull i even filed a report with the fedral trade commm nothing this is bs im am writing mary mcduffie next if i get no were i will go to the media channel 2 pam zeck man

I really love Navy Federal customer service and staff and I really want me and soon my family to have a long future with Navy Federal I only have one dispute with them I open a new checking and savings account with them then I open a third account just so if someone wanted to pay me by depositing money into my account they could they only knew my third account they deposited $700 and I only withdrawn $40 Navy Federal froze my account for 2 1/2 months because of that then reactivated my account on 7/11/19 but they didn't reimburse me the $660 that way on my account which I know it's wrong because I am not a criminal I didn't break any laws I'm a single parent of a 16 year old daughter I really need that money because school is right around the corner for her I been struggling financially since this incident happened