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Business Profile

Credit Union

Navy Federal Credit Union

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Navy Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Navy Federal Credit Union has 120 locations, listed below.

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    Customer Complaints Summary

    • 2,236 total complaints in the last 3 years.
    • 892 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/14/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There was fraudulent credit/loan transactions that were done without my knowledge or permission with Navy Federal credit union. These actions occured while I was incarcerated. I filed an official *** report twice with no positive response. I escalated this and filed a **** report which still did not give me the result I need. Navy Federal claims they validated the debt and never explained how as requested.. THIS DEBT IS FRAUD AND IS BIENG REPORTED ON MY CREDIT. I am rquesting that this company stop inaccurately reporting information and I want them to cease communication with me. This issue has been going on for months and is impairing my ability o recieve funding. - ******* ****** **************************************************************************************

    • Initial Complaint

      Date:06/09/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      During my call with navy federal the customer service department denied my request to wire money if I did setup payment arrangements for another account that had no bearing associated with the account that I wanted to send money from. After speaking to a supervisor who said that these policies are in place I asked can I go to a bank to withdrawal mi ey to me she responded yes. She then stated it was policy and hung up the phone. This is a simple tactic that Navy federal is using to control how a person uses their money. This is not legal and denies me my right to free movement of my money. As my money is not property that belongs to Navy Federal.

    • Initial Complaint

      Date:06/06/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was helping my spouse finish a credit card application and the representative a used me of answering for him only because I was translating for him from Portuguese to English. It all started when we used a ** code for a pre-approved credit card application in his name and the ** code failed and directed us to call ******** service. The first ******** service representative just rudely asked me for my name and never even greeted us; maybe because we are a gay couple. The supervisor simply did not want to complete the application and I only translated the question for him. Does she know such accusations are considered slander? Why would I do that if I am the sponsor.

    • Initial Complaint

      Date:06/06/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am an active duty servicemember enrolled in a *************** Plan (DMP) through ***********************. Navy Federal Credit Union is one of the included creditors. As part of the plan, ******** mailed a payment on my behalf on May 14, 2025, ahead of the May 19 due date. Navy Federal cleared the payment on May 23just four days lateyet reported it as a delinquency to the credit bureaus.This payment was initiated on time through a verified DMP program. I had no control over the check's mail delivery or internal processing time. Navy Federal accepted DMP participation, and I reasonably expected some accommodation for standard check clearing windows. I received no notification that this slight delay would result in negative ************ a servicemember protected by the Servicemembers Civil Relief Act (SCRA) and as a consumer operating in good faith, I believe this reporting disregards fair and responsible practices. The Fair Credit Reporting Act (FCRA) supports accurate, complete, and fair reporting, and this incident does not reflect the reality of my repayment efforts.I respectfully request that Navy Federal:Remove or correct the late payment reporting with Experian, Equifax, and TransUnion;Re-age the account in line with DMP participation and timely payment initiation;Provide written confirmation of the correction or explain why it cannot be granted.This request reflects my prompt action, compliance with DMP terms, and ongoing military service. I trust Navy Federal will recognize the good faith effort to repay and take appropriate corrective action.

    • Initial Complaint

      Date:06/05/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bad customer ******************** at the branch and calling in by phone to the customer service department. 3 different employees gave different answers to a problem first caused by the teller. No explanation up front on time of funds being held.Nothing this bank does to resolve the problem ever.

    • Initial Complaint

      Date:06/05/2025

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For the last few weeks and month Ive been trying to escalate my complaints to the office of the President/ ******** team about my experiences with Navy Federal agents and no one from his leadership team has addressed my complaints. Ive been misled by a few agents and felt disrespected by the tone of some of the conversations I had with them. Please contact me at your earliest convenience.

      Customer Answer

      Date: 06/12/2025

      ***** wasnt helpful with my BBB complaint and hung up on me. I have not heard from  anyone in NFCU .

    • Initial Complaint

      Date:06/04/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On the morning of June 4, 2025, I called the bank because I was having difficulties accessing a previously available account feature. I spent more than 90 minutes on the phone with three (3) different customer service representative, two of which were supervisors, trying ti understand why access was no longer available. The feature I was trying to access was Zelle and we had used it on multiple occasions in the past. It turns out that ***** was deactivated as a result of an account being placed in "dormant" status that was not associated with our Zelle transactions.First, there was never any notification sent by the bank that the "dormant" account would be placed into that status because of a lack of regular transactions despite the presence of funds in said account. Second, of the many other accounts that have regular activity, especially the primary account, the failure to notify consumers like myself limits access to banking resources that we should otherwise have access to. Finally, the misinformation, interrogation style questions, and rude and dismissive tone of every agent of the bank were unsettling.They need to provide information to customers if they are making changes to policies or protocols that will limit or change the way customers access or use their funds.

      Business Response

      Date: 07/16/2025

      A response was sent directly to our member on 16 July. Can you please update your records to close this case as "resolved"?

      Customer Answer

      Date: 07/25/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23418477

      I am rejecting this response because: The problem is that an account that had more than the requisite minimum funds was placed in an inactive status. The bank neither provided  notice that the account would be placed in that status nor indicated that regular activity was required to maintain an active status. Further, the account that was placed in active status was arbitrarily used to connect the Zelle account to all "activities" in order to maintain the purportedly requisite active status. All Zelle transactions were associated with an account that is regularly active. Further, by placing accounts into "inactive" status, the bank intentionally withholds interest accruals.


      Regards,

      ****** ******








    • Initial Complaint

      Date:06/03/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I affirm that this **** accounts was previously charge off and sold by: **** to a third party debt buyer or collection agency. I no longer owe Amex any balance on this account and **** has relinquished all ownership and legal interest in the debt. Despite this, **** continues to report a current balance and derogatory status on my consumer credit reports with the major consumer reporting agencies( Experian ,Transunion and Equifax) which is factually inaccurate and legally improper.furthermore, this reporting is Non-compliance with metro 2 CDIA standards, which mandate:*Field 17A (account status) reflect "sold to Another Lender".*Field 21(Balance) show 0.00 *Field 11(special comment code) report "AU" for Account purchased by another Lender Amex is Deliberately misrepresenting the account status. which has materially damaged my FICO score, harmed my creditworthiness and resulted in denied credit opportunities.FERA SECTION 605B, its is illegal to report anything on my credit report without my permission. please remove these accounts immediately as they are in violation my consumer rights!In violation of 15 U.S.C. 1681e(b) for failure to maintain maximum possible *********** violation of 15 U.S.C. 1681s-2(b) for failing to update or correct information after being notified of ************* violation of 15 U.S.C. 1681i as you failure to reasonably investigate and remedy this reporting suppresses my creditworthiness.

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I lost nearly $8,000 due to a scammer impersonating Navy Federal. I have been denied a refund. I have gained mental issues as a result. I have fought tooth and nail for months for this to be resolved. I have contacted police about it, spoke with managers at the credit union, filed a complaint with the *** and CFPB, and even sought legal counsel. All for nothing. Thousands of dollars are gone, with no one wanting to care or help me. I need help.

      Business Response

      Date: 07/16/2025

      A response was sent directly to our member on 16 July. Can you please update your records to close this case as "resolved"?


      Customer Answer

      Date: 07/22/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23408265

      I am rejecting this response because:


      Regards,

      ******* ******








    • Initial Complaint

      Date:06/02/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My banking institution is not being forthcoming coming with the information, regarding my dispute with *********** and Foreign Friendz

      Customer Answer

      Date: 06/03/2025

      Update: they have resolved my account problems. 

    Navy Federal Credit Union is NOT a BBB Accredited Business.

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