Navy Federal Credit Union [NFCU]
Reviews and Complaints

When I first opened my checking and savings accounts at Navy Federal I opted to have any overdraft funds transferred from my savings account only. So I had $11 come in from Navy Federal for ATM fees the reimbursed my for because my echecking has no fees. My everyday checking was negative $29 for some reason . So I checked my balance on 9/25/17 and I had $11.10 in my everyday checking. The next morning I went to the store to put gas in and my card was declined. Upon looking my $11 was transferred over to my other checking account and I did not authorize this at all. So I call Navy Federal and explained I only authorized funds to come out of my savings if their was any issues with my checking accounts going into negative status. They told me that it's their policy and that I got something in the mail that I signed saying they could do this. I Never received anything like that in the mail, nor signed a agreement for them to do that. I asked the representative to send me a copy of my signature and this form I signed. She stated they didn't have one, so then I said then why did you go into my checking account? No answer except that they can. I never authorized them to do so, I only authorized for it to come out of my savings. I explained to her I wasn't worried about being negative $29 in my account because I had a direct deposit for $4600 coming in this week. I would like my $11 transferred back into my checking and I want to see this form that I signed saying they could withdrawal funds from my checking and put it into my other checking. This is a violation of my rights and a lot of other things.

I have an account that was closed without my notice 3 months ago and now funds are being taken because of this closed account . I was told about the 60 day policy but I wasn’t notified to manage my account within that time . I feel I am being unfairly charged . If this account was closed for months why is the money just now being taken ..I have not been proven at fault

I appled for loan with nfcu on june 26, today it aug 14 and still I am in distress with this procees I am now on my 2nd processor and his supervisory as well as senior loan official in pensacola, fl. And they still can't seem to get it right. I have tried for the last two weeks to have this matter escalated to a senior official in nfcu hq merrifield va... A of yet to no avail it as iff they in pensacola doesn't want customer or members to report this poor customer service to hq officers / loan committe or the board or directors of nfcu.

This is insane I have been a mbe with nfcu for over 37 yrs; I have had many great experices with nfcu over that time this is my first with this poor service, professionalism and just plain lack of trying to b as proficient in your job responsibilties as you should be from the loan officer to the senior loan manger in this process.

There should be a direct line or accountability and responsibility to the mbr / customer from hq / managet leadership when they deceied to centrallize all mortgae processing to pensacola, fl.

I hope to be able to close my loan on time with a new loan ctr or with anyone that can facilitate this mess within the leadership of this organization that has the with for all to say... Stop here and lets focus on takinbg care of our members needs

I have been dealing with a dispute since April. I have only spoken with the debit card resolution specialist once. Stacy Sanders [protected] Ext 74410) she provided me with her phone number and advised me I could give her a call. She denied my dispute two times when I provide compelling evidence that the item I received was faulty. I call the customer service line and complain to supervisors on several occasions and even inquired if I could speak with her supervisor. I am always told to allow 24-48 hours for a phone call and never get the response promised. Navy federal do not protects their customers fund and do conduct a through investigation before denying disputes. I have transferred all of our money and savings to USAA. I am now shopping for a new auto loan as I refuse to bank with you guys and further. The way you treat servicemembers and their families is awful. My husband has been with he military for over 9 years and have banked with you the entire way, to be treated in this manner is not just. The system is broken and you guys need some help renovating it because there are other banks out there and banking with you is a choice. I choose USAA over banking with you for that reason.

I called in to because I received a text message regarding a fraudulent charge on my debit card. I went through the whole process of learning what was being charged to my card, which is overdrawn because of the fraudulent charges, I was told that I needed to wait until the charges posted in order to be reversed and then I asked to speak to a supervisor. When the supervisor came on the line, I proceeded to tell her what the issue I was having and asked her What Navy Federal was doing about this since this is the 3rd time that I have had to come in and get a replacement card. This woman proceeded to be rude and disrespectful asking me if she can talk and she thought I wanted her help. I told her she was being rude and then she hung up. They have the most unhappy and disrespectful people working at their branches and they need to screen these people because they obviously are incompetent and have no customer service because they clearly do not understand that the CUSTOMER IS ALWAYS RIGHT and if it wasn't for their customers, they wouldn't have a job!

Beware: nfcu is very quick to reject edeposits from it's members when the checks aren't endorsed with exacting language that checks are for edeposit only to nfcu. They are unwaivering in this adminis-trivial requirement and will not honor the check after its rejection unless you resubmit it on their terms. Now, if you've written on the front of the check in the meantime, to show that it was deposited, you're out of luck and you're out the monies remitted to you. If this adminis-trivial requirement were an industry standard, i'd get it but, I make edeposits at 3 other major banking facilities (One of them also a major credit union) that require only my signature as endorsement enough to accept/negotiate my edeposits. Don't get fooled. Navy federal credit union is not friendly to service members or veterans and unless you have no other banking option, I wholly recommend against banking with them!

To whom it should concern,

This is a complaint on a woman named : kay!

I am writing today as a very upset member of nfcc (Navy fedral credit union). I recently visited one of your locations located in jacksonville beach 961 atlantic blvd, atlantic beach fl, 32233. I visited the location at 9am on saturday june 17, 2017. When I arrived I went straight to a teller who was very friendly and proceeded or at least attempted to deposit a check that was mailed to me from discover bank for a personal loan that I had applied for in the amount of $21, 000.00. Upon handing the check to the teller she then passed it along to several other tellers asking their opinion on whether or not it was fake and one of the tellers must have asked me why I had this check and why do I want to deposit a fake check. This was said out loud and I was embarrassed. After about 10 minutes of this going on they then called for a manger. This is when the insults and extreme unprofessionalism that has no place in an industry that is so face to face with customers/ members began. This manager’s (Not sure if she was actually a manger or a shift leader) attitude and constant insults and insinuations is the reason for my letter and the reason why I will never step foot into another navy federal credit union again and will promptly be closing my account and taking my business to another institution that tends to treat service members or anyone better than how I was treated june 17th.

She did not introduce herself whatsoever but instead grabbed the check and said this is fake. She said so several times and said so very loud on the teller line. I told her that I could show her on my phone that it is legitimate and so she grabbed my phone but still was not satisfied. She then proceeded to tell me that I was a victim of a scam and told me that I needed to not deposit the check because it looked fake and said “ I will tell you right now that this will be returned and if I were you I wouldn’t deposit it” out oud again. She also said that I would be charged a fee once it is returned. I told her to cal and verify or to go online to verify she then rolled her eyes and grabbed her pitch fork and said “go sit in the lobby and I will be right there once I call”. Very rude woman.

After 10 minutes waiting in the lobby as the entire bank just looked at me as if I was trying to commit fraud, the woman came out and boy did she insult me and embarrass me also. She came out and said that they are unable to verify the check because the department was closed which I understood so I told her to please deposit it and do what you must and I will wait for however long for it to clear and she then pretty much refused and below are the questions that followed outloud in the lobby waiting area while others were sitting and waiting (Please review cameras at about 915am (06/17/2017) should this be denied and watch the bent necks toward my direction.

She asked the following:
• why would you get this loan? It is way too high for an unsecured loan for you (I never told her it was unsecured). I am not sure what she meant by saying it was way to high for an unsecure loan but I have had higher and took insult as she looked me up and down saying such.
• what is your credit score? I am certainly sure thi sis none of her darn business. Why would she ask me my credit score? She then told me that the highest credit score possible was an 860 and I responded with “ first of all the highest score you can get is an 850 not 860 and my credit score is a 760”. She then rolled her eyes. This question was especially insulting and I can only think at this point I am being highly discriminated by this one because of a number of factors going through her head. None of the questions about my credit were relevant.
• she then said if we deposit this we will come after you for the $21, 000. (I would think I f I deposited it and it cleared into my account that I could use it as I pleased… am I wrong?
• she then said “if I were you I wouldn’t spend a dime”. She is obviously not me because I would never make such offensive veiled comments to a guest in my business.
Please remember this is happening in a lobby in front of others
• she then instructed me to call all of my credit bureaus and to put a block on my social security number because I was surely being scammed. She said that I should do it as soon as I leave. I was not going to the bank to get incorrect credit advice from someone who was providing unsolicited incorrect information. Could you imagine had I listened to her went through such a large project? She is certainly not qualified to give such advice.
• she then said she has never heard of this bank and certainly has never heard of discover personal loans. She insisted that I was being scammed over and over and over again out loud then I replied with “ I consider myself to be highly educated and can determine when something is a scam “ and she simply shrugged her shoulders.
• she finally gave in and accepted my request then once again suggested I not deposit. She made it very clear that she was going to put the maximum hold on the check 10 day and said “ I hope you don’t need this soon”. I really think this woman should be removed from customer service.

When it comes down to it, I think this woman was incredibly offensive, insulting and discriminative towards me. I hold multiple bank accounts in different institutions across the country and chose nfcc as one of them. This is no more. It was not only obvious that her line of questioning to include my credit score was in direct correlation to my feeling that she was discriminating against me due to my age and possible low age of credit history. I am a hispanic male who happens to hold multiple degrees who just also happens to be ex military and also young. I should not have to deal with a woman who is obviously ill educated on how to treat people. Not only did she provide incorrect information but she also was backing them up with veiled threats of coming after me for the 21k. When I go to a bank I expect to be treated with the respect I give others.

I will be sending a hand written version of this letter to the heads of nfcc and will be emailing it to multiple outlets within nfcc to include online messenger and any other place that I am able to provide a review of my experience. I am almost certain that multiple policies and procedures and rights or even perhaps laws within the banking industry were violated and hope that nfcc chooses to fix the sore in this location. I shared my experience with the lending institution and they were as appealed as I was. If anyone was curious please refer to my account where my deposit was made to my account and just as soon as it hits zero I will be closing this account for good.
Thank you,

Cutler dawson
I have been a member at nfcu for 25 years. Always paid my bills and have paid off several loans.
Recently I went through a divorce and was stuck with loans for my kid in college. I am trying to do my best to pay them the best I can. I do not appreciate nfcu going into my account the first night I get paid and taking my money to pay a loan that is delinquent. I can pay each week until I am caught up. Horrible...

I have been a member of Navy Federal Credit Union for well over 27 years. But in the last three years I have noticed a clear and distinct drop in service, care and overall concern for their members both new and old. Recently when I had a erroneous charge on my Visa account, when I called to challenge the erroneous charge, I was given the run around and told to speak to a supervisor. When transferred to the supervisor I only got his voice mail. Despite repeated calls and voice mails to this supervisor, to date, I have never received a call or follow-up. And when I called their main office, I was actually told by the rep, "Oh well...don't know what to tell ya!" When I asked to speak to her supervisor, I was disconnected. I have written, called and sent various emails and again no response or anything. So even with well over $30, 000.00 dollars in funds of checking and savings and a member of over 27 years, there has been nothing in the way of service or assistance. I will now move my funds out and go elsewhere.

My wife joined with no problem because her grandfather is a veteran. She immediately told me to join because she now had an access number I could use to get in. I did that and was approved. The next day my online profile was blocked. I could no longer get in the account. I called and they said they needed to verify that I was actually married to my wife so they filed a claim with their security department. That was 2 weeks ago and I have called twice and no one has given me a reason why I was not approved even though my wife is a member. This is discrimination. My cousins and aunts are all members and had no problem but the gay cousin can not even get informed on why she will not be accepted in. They keep saying it is a security issue. No its a discrimination issue!

Mortgage processing was painful with nfcu and their mortgage officer was abrasive and unprofessional. Instead of providing a comprehensive list of requirements, it was piecemeal - I was being contacted for different documents almost daily for about two weeks. Each time, it felt as if I was making their job more burdensome. On 19 may 2017, I withdrew my loan application and chose another lender. My wife and I have scores in the 800s, less than 15% debt-to-income, and more than adequate income for the amount of the loan - we were able to close with the new lender (At a better rate) with no issues. Days later, nfcu sent me a statement of credit denial, citing "income insufficient" and "excessive obligations". They also stated my credit score from a consumer reporting agency was used in making the credit decision, "scores range from a low of 334 to high of 818. Your credit score: 813". My question is this: can nfcu rightfully make a credit decision and issue a statement of credit denial when I withdrew my application? And why would they? Their justifications seem hollow - it seems almost out of spite since I took my business elsewhere. Does such a statement matter or even get reported anywhere?

My loan officer Deanna Vela was a honest and true nightmare experience. No customer service, zero integrity. Everything that could go wrong went wrong with my recent loan, to include closing date. I spoke to her supervisor Lenny and all I got was more stress in my life. I wanted to escalate my complaint to someone higher up but have no success. Please assist, me thanks.

Cody Christian

I have a credit card Cash Rewards. It is past due 60days; I was told that if I made a payment of 1, 018 my card would reopen and my account would be current. I called today to make the payment as promised and I was told that effective immediately that I could not make a payment and that I could not have my card reopened! A closed 16, 000 credit card is going to kill my credit. I have been working with Navy Federal all this time and they have been helpful. I spoke to the supervisor who admitted to telling me that I could make the payment but there is nothing that I can do. I spoke them on April 10th and 11th and I worked overtime to get this account current and protect my credit. Please let me know that this not true and someone contact me about this ASAP.

I called in due to being charged an insufficient funds fee on an account that I deposited cash in to cover the items that were set to come out the next business day. The first agent could not assist me therefore I asked to speak with a supervisor. Upon speaking with the supposed supervisor Alise, she informed me that she "would not" escalate my issue and that what she told me was final. She stated that there was no reason to escalate the issue. If a customer is informing you that they are unsatisfied, the last thing that you should convey to them is what you would not do...especially being that there are many other banking companies available. They way she spoke with me and the statements that she made should never be spoken to a customer. I don't know what she may have been dealing with before she spoke with me, but she came across as very disrespectful.

During October I needed an extension on my car loan payment. A week later I was able to make 2 payments. After a couple of weeks I noticed that my balance didn't decrease. After a teller had no results with her investigation she directed me to the customer service number. They were unable to locate my payments either. After returning to the branch, the manager insisted on looking at my receipts again. I insisted to see the video tapes because the receipts were not showing the whole story. I remember the day I made the payments clearly. I was denied access to the video. The management assured me that they would view the tapes and call me, which was never done. I am very unsatisfied with how this situation has been unresolved. Can someone else help me in this matter? Thank You in advanced.
LaVonda Rogers

From: lcdr stephen fitzgerald usn ret. 21 december 2016
To: navy federal credit union mortgage department
Subj: refinance loan #[protected] disposition
Sir,
Although this letter will probably fall on deaf ears I am compelled to express my feelings and
Views concerning what happened to my loan. I am a retired navy fighter pilot, and presently a
Captain with american airlines. For many years I have dealt with problems and issues that
Required my full attention that are sometimes life threatening and sometimes simply
Administrative. Just as your department does, I analyze, study, review, question, and then
Make a decision.In the handling of my loan, your department failed miserably. I fully believe
That nfcu will not remedy this decision to my satisfaction. Your mortgage department knows
Everything about my financial history and positions and realizes that this refinance loan is not a
Major deal to me. My concern is with how you treat the enlisted personnel and others who
Absolutely need a mortgage refinance in order to get by financially. These people are implicitly
Believing everything that nfcu might throw out to them without questioning anything. Many of
Them are afraid to stand up and ask hard questions regarding the process. For many years i
Have used my experience, intuition, and sound judgement to make good decisions. I will say
Again... Nfcu mortgage department failed miserably in the handling of my loan.
Here are the details: in late october of 2016 I walked into the nfcu office in jacksonville
Beach to apply for a 15 year conventional loan. My orginal 30 yr loan for my condo was with
Nfcu. I locked into a 2.875% 15yr 0 points loan and was give a 23 december 2016 closing
Date. Throughout the next several weeks I submitted all forms and data nfcu required over
The secure document form system.
Less than 2 weeks before closing I receive a call from my loan processor, bendan schreiner,
Who indicated that nfcu requires ho6 insurance. I had no idea what that was. He said that it
Is for the interior of the condominium for appliances, pipe leaks, interior fire damage, ect. I told
Him that kind of insurance is my business and should be my option, not a requirement for a
Refinance loan with the same company as my original loan. I then told him that nfcu did not
Require ho6 when I closed with them in december of 2007. He said he was not around then
But possibly the home owner's insurance policy had an ho6 for all 12 condo units. It did not
And never has.
We ended the conversation with me adding “i will not buy ho6 insurance, and insurance in
General is an absolute ripoff. ” that conversation was approximately 2 weeks before closing.
Not once did brendan say, “mr fitzgerald, if you do not buy ho6 insurance your loan will be
Denied”. I asked him where are these guidelines for this requirement, and why was I being
Notified of this requirement so late it the process. No answer.
This is not the only time nfcu mortgage threw something last minute at me which was also
Suspect. 1 weeks before the original closing of my condo on 7 dec 2007. I was called by a loan
Processor who said that the loan would now, all of a sudden, require a 3% loan payment that
Was not revealed to me as part of the agreement. Nfcu seems to have a habit doing things
Like this.
A few days after this call from brendan I emailed him inquiring about the status of my loan. A
Couple days goes by and I finally get a reply from him. He said the loan was denied do to the
Fact that I had no ho6 insurance. Again, not once did he say, or warn, that ho6 was a deal
Breaker. My intention was to question nfcu as to why they seem to make additional
Requirements concerning condo insurance when our association is loaded with insurances.
Professionalism would dictate that my questions would be addessed and answered in a timely
Fashion. That did not happen.
Soon after, on 16 december, 1 week before “closing”, I sent an email to brendan schreider and
His apparent boss, jennifer mckinney, stating “you gave me no indication that if I refused ho6
Insurance that would cause an automatic denial of the refi. Also, you did not have the courtesy
To call me with the potential withdrawing (Reviewing) date of the loan should I refuse ho6. ”
On 15 december I obtained an ho6 quote from southern fidelity. All they needed was credit
Card payment and it would activate. I choose to wait and see if nfcu thought it was
Acceptable.
A day or so later I went into the nfcu office here in jacksonville beach and talked to timothy,
The mortgage person who initially started my loan less than 2 months before. He was able to
Get jennifer mckinney on the phone and we spoke about this issue. A few days later, after
Sending another email to her and brendan she called me (19th of december) stating that my
Loan file was reopened but the “lower interest rate was not approved” due to the fact that it was
Now “out of the 60 lockin period”. That was incorrect. It was still within 60 days.
As it stands, nfcu is still not happy with the ho6 insurance I have arranged and they are
Jacking my 2.875% to 3.5%... Before the lockin deadline. Apparently, brendan states that
Nfcu requires an “ho6 policy with 100% replacement cost ($200k for inside damage?) in
Addition to wind and hail. ” apparently, nfcu does not take into account all the other major
Insurances we carry as a 12 unit condo association. Quick question... How is hail going to
Damage my interior to the extent it needs to be insured?
Now that you have fallen asleep, (Or probably thrown this in the circular file) , let me give you my
Overall assessment of what happened and how I see it….
First of all the navy federal credit union and its mortgage department staff submitted the loan
Package for final review knowing it was going to be denied without notifying me prior
To submission. This episode signifies the epitome of a bloated, bureaucratic, unprofessional,
Disorganized, poor decision making, financial institution that obviously lacks the courtesy and
Will to truly help and provide services to servicemen and women. As for the loan processors and
The loan review board (Or whatever they are called) , I hope that your decision making, your
Professionalism, and courtesy drastically changes for the better. I feel nfcu should remove the
Word “navy” from its name. I was proud to serve the navy for 20 years and was honored to
Serve our country. Nfcu has left a bad taste in my mouth and i’m not the only person who
Tastes it.
Stephen fitzgerald

I have paid off car loans loans and credit cards from nfcu but this one takes the cake I set up an payment through my utility company to take this money out my account but to make a long story short my mom went to pay it at the utility place so I took the money out my account so it would not be charged twice. Nfcu allowed these people to hit my account to withdraw this amount until the point my account reached $481 in non sufficient funds fees my account was not in a negative prior to this but when called there was nothing they could do. Does anyone know how to contact the president or CEO OF NFCU?

I was brought in as a member threw my cousin.As far as i knew you could get in with a family member have had my account for a year i have checking saving, 401k saving and a cridit card with them.One day i go to pay my credit card bill and all my accounts are frozen. I cant get no money out or anything.they tell me that i didnt qualified to be a membership because a cousin is ineligible. This is crazy now I have to get a bad report from the credit union about my delinquent credit card that I had no choice in having it. Is there anything that I possibly can do to fight this.

I paid my credit card payment on today, but it is not due until 10/07/2015. Last month, I paid my credit card 10-15 days prior to the due date as well. Navy Federal will not post my account until the due date, which they are allowing the account to continue to accrue interest. This is unfair to the customer. I would like my payment posted on the date it is received and not when it is due. Lastly, I have been paying more than the minimum.
If this is not resolved, I am going to contact the Better Business Bureau and Attorney General Office to see what can be done.
My client #6379950.