Navy Federal Credit Union Reviews

So you're left without your own money. Without knowledge upon opening account you are unaware that you underlining signed an agreement authorizing them to withdrawn funds from any available account. Then I tried to get my interest rate lowered, they do not want to assist. I tried to settle credit card payment and they do not take anything less than 85%. The loyalty of being with them for years means absolutely nothing to NFCU. They do not try to assist families in need. PLEASE DO NOT open several accounts with just one bank. In the long run it will bit you in the **. I had to open another account with another bank because of this situation. NFCU is hopeless!

I asked how the hell can a joint owner be placed on the account when I walked in there with 3 small children and was the only person that sign as the guarantor for this account. Still clueless. Next day walked into location where I open the account to retrieve a copy of the paperwork that none of the wonderful reps I spoke to the day before could find.

The 2 pieces of paper they had on file listed only one person on the account as a signer - myself. So they sent it to the fraud department. I was upset and spoke with the fraud investigator who 2 days later stated that the matter was going to be closed. Closed because due to some clerical error the other parent was somehow added years ago even though I never noticed out of 3 children statements. And the other parent never had any activity until those 2 day period and because we are both the child's parents there is nothing they can do about it. Then asking the other parent nicely if he'll give it back instead of doing what you know is ethical right as a banking institution. But I told the fraud investigator I would spread the word about NFCU incompetence and failure to protect their customers funds they trust them with.

Great job Navy Federal by not abiding by your own legal terms stated on your minor set up account contract. Under the guidelines of Minors Accounts of Navy Federal forms "Federal law requires all financial institutions to obtain, verify and record information that identifies each person who opens an account, including Joint Owners and authorized signers." Thanks for allowing a clerical mistake to cost a single mother a financial loss because of your fraud justifications. Be vigilant of who you trust with your money, I know I have my eyes open now.

The jaw-dropper came when I applied for a Signature Visa and was approved a very generous limit even with my mediocre credit score. I also got a checking line of credit after signing and returning an authorization form. All sounded great and it was like a dream come true having had nothing but a $300 store credit card to my name for many years.

Monday nights and they would indicate it was received but not post it for three business days since that day-late payment. Before it would be posted the next evening. During this new delay NFCU would take out any payments due that week BEFORE letting me access it via atm or online banking the following Thursday.

Having had quite enough of this Chicago Syndicate-style of banking, I changed my direct deposit back to my old bank and began taking payments into NFCU as they became due. It's been about three weeks since I did this and today I get a letter from Navy Federal stating my credit accounts are being closed due to a poor credit score. Now, this is after paying them EVERY month for over four years. I highly expect a closing statement any day now demanding payment in full for both accounts within thirty days, which will be impossible and inevitably destroying my credit rating for years to come. Imagine if I had a mortgage with them? Or perhaps a second? Don't let this happen to you. They want to run your entire financial life or you get booted out the door.

As required by Federal Bankruptcy Laws in 1989, I was required to report all creditors no matter the amount of the debt. $500.00 was owed to NFCU. I could have paid it but my attorney said it was illegal to show preference to creditors. Since that time I have acquired considerable wealth and don't need credit. But I would like to have access to MY accounts. My children have accounts with ADM NFCU and sometime I like to transfer money to them. (In a way I do use online banking because my wife and I have shared accounts.

I have to log in using her log in credentials. (I'm not as stupid as NFCU is.) BUT every time I have asked to be able to set up online banking I have been told, "You are not allowed to use online banking BECAUSE you owe us $500.00." This is an aggressive punitive action but mostly petty. DISCHARGED means I don't owe them squat and they just need to get over it. NFCU needs to be known more as good citizens instead of babies. Here's a hint to readers: USAA opened many years enrollment to all enlisted service members.

When the card came, I did not activate it, as it would have deactivated the card he had with him. I'll also say there was no mention of there being a deadline, in the paperwork that came with the card. Before my husband headed to Germany, we took our POA in to the local Navy Federal in Richmond Hill, GA, only to find out it never was put on file. I had to go back SIX times, and still it was not on file. We once did an auto loan through them, which I would not advise. We had to fill out the same paperwork several times, and mail it in, and somehow, every single time, it was lost. We refinanced that loan after only three or so months, as we are simply done with Navy Federal. They are super unorganized, and their lack of customer service is appalling.

I am an Active Duty Sailor in the Navy with over 8 years service, with multiple bills that are now not being paid due to a bank that is supposedly for "Military" discriminating against me. I can only assume it is because I'm not excessively wealthy, and don't have the greatest credit. I'm sure they don't treat wealthy people this way, but if you are an enlisted sailor who is trying to make ends meet, they care nothing about you. It is a shame that thousands of us are risking our lives, sometimes daily, for millions of people. But the institutions that are supposed to be there for us discriminate against the very people they claim to help and be for in their commercials. Don't believe what you see on TV. Navy Federal is not there for the military, and certainly not for the Navy.

The car, I might add that I was refinancing was a 2002 Lexus 430 SC booked out for much more than I needed. Anyway, Henry said he would talk with a loan officer and really agreed with me that this loan should be approved. Today 12/30/16 Henry called and said, "Sorry cannot approve refinance loan." With that I have decided that NFCU really doesn't need my business any longer. USAA seems to care much more for the veterans and their needs than Navy Federal and judging from the reviews I read here I'll be glad to be a USAA customer.

BIG MISTAKE!!! We had the loan locked in at 2.625% on a 15 year, (before the rates jumped up). November 8th, we received a "Conditional Loan Approval" subject to the appraisal, title work and changing the insurance into their name. I did all 3 by November 11th. I waited to hear back from them. I waited and waited... 2 weeks... 3 weeks... 4 go by. Middle of December I'm told that there's an "issue" with my title work. And they apologize saying that my loan officer is no longer working there and they had to "re-assign" my loan to someone else. The next day, this 'new person' never calls me back, I emailed him, NOTHING! I called again, a week goes by, never got back to me! No one is returning my calls.

Then finally, December 21th, I receive an 'email' not a phone call! from a loan 'processor' saying that they 'cannot' do our loan because of my husband not being on title. I flip out, call and speak with a supervisor. I tell him that I specifically asked my loan officer in the very beginning if my husband not being on title was a problem, I told him how I was told no it's not a problem etc.. This supervisor (Mike **) assures me that everything 'should be okay', that we should be able to work this out. But they'd have to get back to me. Now it's going to be Christmas holiday.

The following Tuesday morning I'm expecting an email saying we have a "Clear to Close" but nothing comes in. Next day at 430 pm I get a phone call from the processor telling me the very same thing she said in her email. That they cannot do the loan because he's not on title. I told her what the supervisor told me on Friday and she said that she knew nothing about that! I left a message and her supervisor called me and told me the same thing. So we have no loan and we lost our opportunity for the 2.625% rate because they have gone up over a point. A big difference in payment on a $200k loan! No apologies! No nothing! This was completely shocking and the worst experience Ever!!! DON'T WAIST YOUR TIME!!! They are more expensive anyways "IF" you can even get a loan!

Original Review: Dec. 17, 2016

Came to the Ballston location in Arlington to apply for a loan. The loan was to pay for a certification class and moving expenses. After explaining the situation in its entirety to the representative, I was told that I needed to open an account to apply. After opening a checking account, he opened a savings account for me as well although I didn't need it. He then did the loan application and told me to check back in a few days. I decided to call the customer service number about an hour after getting home and was told that my application had been denied. I was also told that the decision was made right away, as in while I was in the branch. After appealing the loan process several times over the course of 4-5 days, I was finally told that Navy Federal does not grant personal loans for job certification purposes, but would be more than happy to help me with my moving expenses.

After applying for a 4th time, I was denied again without a proper explanation. I was told to simply wait for my letter in the mail explaining the decision. I will be starting a new career in California on Monday, Dec. 19, and all Navy Federal has managed to do is waste my time and energy. From the beginning, the representative simply signed me up and left me out to dry. Knowing my application was denied, he told me to simply call back a few days later. Knowing that you don't give loans for certifications, your customer service and lending teams wasted my time and money having me appeal and process several loan applications.

I am going tomorrow to withdraw my money and close my account. I am also recommending my brother, a active member of the (US Army) and my mother, both account holders of Navy Federal to do the same. I have never felt so cheated and swindled by a company in my whole life. I want this to be made very clear: Your company created a checking and savings account for me AND RAN MY CREDIT knowing that the reason for the loan was not something you support. Shame on you and your banking institution for not knowing better.

After filling out loads of paperwork and numerous attempts to contact her, I was informed that the VA would not like the numbers she had and therefore the mortgage could not be done. What? She never asked the VA but simply summarily decided that I could not have a VA mortgage. When I told her we were no longer interested in dealing with her, she then offered me the "opportunity" to apply for a different type of mortgage. What an idiot, because if you do not qualify for a VA mortgage it is very unlikely you will qualify for another with similar terms. Screw Navy Federal mortgage department. Wasted a week of my time and no pre-qualification for a loan in hand.

In steps Wells-Fargo and in a few hours we had the pre-qualification needed to proceed with the home purchase. And for the same VA loan the interest rate was lower. Service was more than great, it was outstanding and we closed on our new home within 50 days. Sadly, many transactions with Navy Federal have been good, although they are slower in some areas than commercial banks. They tout they are all about serving the military and veterans, but their Scripps Ranch office must be staffed with sub-par individuals who just blow off the customers rather than provide good service.

2 weeks after the switch, I was waiting for w-2s from the IRS for verification and coasting to closing. Ugly. I tried to then open a business account with NFCU. They kept giving me items to chase down time after time instead of giving me an entire list. When I finally thought I had it all together, giving NFCU the required information was way more difficult than needed. First I took them hard copies, they could not copy them, so I went and made copies. They could not just write down my ECN, they had to have it in writing. I tried forwarding my e-mail with my ECN to them and they could not receive it. They then told me to go to their website and upload it. While on the phone with them, I followed their instructions, uploaded the documents.

I called the next day. They claimed they did not receive them. At this point we are 3 weeks deep trying to get a business account. I gave up. I walked into Wells Fargo and walked out 1 hour later with a business account. I have always loved banking at NFCU. I do not know what happened to NFCU but I hope they figure it out. They lost my mortgage business and my Company business because they did not have their ducks in a row. Very frustrating.

Now a week and three call attempts to NFCU after the first call and still no word from our loan officer. Few more days and we finally received a letter which only told us that they had run our credit which we already knew because, as I said, we PAID FOR IT up front. Mind you, we had already been pre-approved at this point with Veteran's United and already in underwriting with Movement Mortgage. Both of whom didn't charge us a PENNY to get our app started.

We were still trying to lock in their lower rate so I called again. Once directly to the loan officer and when I AGAIN was sent to voicemail I called the general line for home loans. I connected with an agent was checking the status of our loan. All was going great until she put me on hold to try to get an actual person that's working on our loan case. SHE NEVER CAME BACK. Instead I was patched through to our loan officer's voicemail. At this point I'm livid.

My husband finally got in touch with the officer that day and complained. After that we received several correspondence about documents they still required from us. At this point, it's now about (maybe past) 3 weeks later, we had our pre-approval from V.U. and a loan commitment letter from M.M. and had already placed an offer on a house. I emailed our loan officer to cancel our app and told them how disappointed we were in the service. She NEVER responded to the email and to this day, now almost 5-6 weeks later, they are still emailing us to try to complete our application. But no actual call from the agent still.

All this after we told them we needed the process to go as efficiently as possible since our lease is ending at our apt. If we hadn't applied with the two other banks, we would be stuck either homeless or getting stuck signing another year long lease for an apartment because Navy Federal screwed us around and we never would have got a house on time. Run far, far away from these people!

To add insult to the whole fiasco, they charged me for my credit report and didn't credit me after requesting for it and their acknowledgment of their mistake. It all began with my paperwork getting transferred to three different loan processors. The first loan processor quit and instead of handing off my paperwork to another processor to continue they canceled my loan process and sent me a letter in the mail. Then I contacted them and they had no idea this had happened. Then my paperwork stood stagnant through two more processors and after two months my loan had not even begun. What a bad way to take care of a member! In all other aspects of banking I've been satisfied but I will never use NFCU for a mortgage again. Unfortunately I discovered through a hand full of friends and colleagues who also had the similar negative experiences with the NFCU mortgage department. Totally unsat!!

It has been 5 business days and instead of depositing the amount back into my account, they withdrew the amount and then replaced the amount. Not depositing any money, leaving me with zero (0) reimbursement. Not to mention a bank charge. I called and the agent this time was helpful, and stated that I need required documents to have the amount redeposited back into my account.

I am upset now, because the first agent did not mention this whatsoever and they do not reimburse for fees - despite the fee was due to them withdrawing from my account when it should have been a deposit. I have always been a fan of NFCU, but now I am a dissatisfied member. They really should have a better process and make things right when something has happened on their end.

Over a week later, I called to see what was going on with my application, and they said that they had deleted my application because they hadn't received the required documents in the allotted time and any documents that I had sent in after the cutoff had been deleted. Weird, because they had already mailed my debit card and I had already deposited $5 into it. I would have really appreciated some sort of explanation of why my most recent document hadn't been reviewed. So they advised me to re-apply and resend all the documents that I had sent previously. I did. THEN they emailed me saying that they needed government-issued photo ID, so a week after I started the process, I sent them a photo of my passport.

Over a week later, I still had heard nothing from them so I called and they said they had never received it, but if I would email it to them again, they would put it back in the line and I would hear from them within a few days. I double-checked my sent emails and confirmed that it had gone through. So the issue wasn't on my end and if they hadn't received it the first time, there is no reason they would receive it the second time. And I had definitely emailed it to the correct email address because I had simply replied to the email address I was supposed to sent it.

I told them I wasn't interested in waiting longer just for the exact same thing to happen, but they said that any documents that were entered would get put to the end of the queue and they would review it whenever they got around to it. And they couldn't transfer me to the people that received applicant documents because "they weren't receiving calls." I was so sick of the run-around and the constant delay and being told to wait, that I told them to withdraw my application. I went with USAA instead and it was infinitely easier. And I'm sure that if there were any issues, USAA customer service would have been much more helpful too. I can't stress how little I think of Navy Federal.

Trying to redeem my rewards point, I was disconnected after being put on hold and was never called back. I called again and I believe I was speaking to the same person who again wanted to know everything we had discussed before I was put on hold. I gave them my phone number before this person started to ask questions because of our previous disconnect which I was not even given an apology or anything. I also asked for a confirmation and was told there is none, you have my name which I did not feel any reassurance that I would be taken care off.

I also tried to update my profile at NFCU rewards because they were showing old contact numbers. Even though I have verbally given my new contacts it seems never to get updated in all their accounts for some reason or another. I hope that all employees of NFCU will want to be treated with respect as I have done being a veteran and having served my country for people I didn't even know.

We have made multiple calls with no action on their part. Promised callbacks, but when they call, they just leave their first name and the generic number to call back. So when you call back and ask for that person, they need a last name which is never given. So you can never get a hold of anyone who is a decision maker. After multiple attempts, they have ignored us for 3 weeks, hiding in the background refusing to work with us in correcting this $2 mistake on their part.

We told them that if they do not fix this mistake, we would cancel our accounts (over 25 years as a member) and not take out a VA loan with them if not corrected. So basically, they would rather cut ties with their customers instead of working or supporting their veterans. AVOID THEM AT ALL COSTS!!! If you like to fight with people and get pissed off for a small charge and spend hours trying to get someone to help you, then I would highly suggest you go with Navy Federal Credit Union. I give them 5+++ stars in this area. If you are someone who wants a resolution within 1 - 2 phone calls, then I would NOT suggest Navy Federal Credit Union. I would give them a 1/2 star or less in this area. If you looking for complete disappointment, then go with NFCU.

As of today it has been 10 days, 15 phone calls and 2 visits and I still have no answers and no money. My ex-husband faxed a letter to them explaining it was my allotment for spousal support and he would change the deposit. The credit union received the letter 6 days ago. I called today and was told they are working on it. I just want to know what happened to customer service. No one ever called me or told me there was a problem with the deposit. It should not be legal for them to block all of my money. Customer service sucks. No one has called to tell me anything. I only need my account to be unfrozen for 5 minutes and all of my money will be gone. If I had money I would have an attorney... the late fees I get charged for my bills will be paid for not by me!!! If anyone has ideas on how I can get my money I would appreciate any help.

I have already lost 3 hours of work dealing with this issue. The stress has really played havoc on my health. The way this company does business is not acceptable and no one should have to go through the hell they have put me through. What's really bad I have been a member probably 30 years. If this is how they reward faithful customers I would hate to be on their bad list. The funny thing is security put my account on freeze and members are not allowed to talk to security. I'm sure the person handling my account is some young person that has been enjoying their weekends and time off at my expense. If anyone has any suggestions for resolving this immediately or if I have legal grounds please let me know. You can email.

Some of the website pages will not work correctly. For instance, went online to set up automatic payment, but it will not let the amount be put in. No numbers show up on the webpage, even though they are shown on the tablet as being entered. Again, telephone support was condescending and patronizing. NFCU used to be the best financial institution, but now is one of the worst. From processing time in person at a branch, to phone "support" to website. Hate to leave, but as soon as these cds mature my 40 year relationship with NFCU will come to an end!

Now I have a family and bills and a ton of responsibilities that require attention and money. I can't attend to those without monetary funds. I have been calling the customer center everyday since I found out about this and I'm usually given these cookie-cutter/fabricated responses that help no one. As days pass I begin to become more and more frustrated by the disappointing low level of help and assistance I receive. One of the supervisors I speak with tells me that if the claim initiator calls and retracts the claim then investigation will stop in its tracks and I'll gain access to my account but that was a lie.

Long story short, the misunderstanding has already been cleared up at a much lower level like it should have been but the NFCU security department still has to pursue this ghost investigation that they are taking their time to complete. They are not concerned with the fact that I have a family to feed or the fact that I have to pay for gas in order to get to work or the fact that I put on a military uniform everyday and serve this country and protection of freedom all to be told that I can't be helped until the 20th of September. I currently have no access to any of my money and have no way to pay for anything. My account is locked/restricted due to something that has nothing to do with me and NFCU doesn't seem to care. No one from security has even reached out to me like the customer contact center has told me they would. Then when I call to speak with the security department I'm told that no one will speak to me as if I'm not important enough.

Oh and last but not least, one of the customer service supervisors I spoke with decided to give me the same lack of concern and empathy that his subordinates showcased and even hung up on me. I admit that I was speaking to the supervisor with much enthusiasm and passion in my voice and I was upset so I may have used some colorful language but when you're back is pushed against the wall how are you not going to react. I found it very disrespectful that he would hang up in my face while I am voicing my extremely important concern.

I would never threaten anyone with violence but when someone tells you tough luck and acts as if they don't care that you can't feed your family that would make any MAN upset enough to want to fight because a MAN goes out and works and puts food on the table for his family and after I have done the work you expect me to be fine with you denying me access to that money that I have put countless hours of work in for on a daily basis. I am VERY unsatisfied with NFCU and would like nothing else to be move my banking services elsewhere because I have been shown nothing but NFCU's true colors once this issue arose.

Original Review: Aug. 30, 2016

I decided to refinance my loan with NFCU because their rate was lower and they were offering a $200 kickback for doing so. I apply for the loan online to save time. I get an email saying I needed to contact them because they needed more information from me. I call and the info they need is the payoff amount and daily interest, which I gave in my application and to a loan specialist the week before. The person I call says there was actually no reason for me to contact them, that they could get the info from my other bank and he believed it was to just inform me there might be a delay. I told him I stood informed. Shortly thereafter I get an email saying my loan was approved and the check would be mailed to me.

Now here's the scam folks. They will not process this loan electronically, which in all reality would take about 30 seconds. Nope, they are going to start charging you interest as soon as your loan is approved and then mail your check via snail mail to you so you can sign it and the turn around and mail it to your original loan bank, which by the way has a PO box just for this, so even if you send it certified, all you get is certification that it was picked up. Now keep in mind your original bank is collecting interest on your original loan this whole time and NFCU is also charging you interest, and you're not even really using the money till the original banks cashes that check and pays the original loan off.

Now this whole time NFCU is charging you interest, they are also collecting interest on those unused funds in their account till that check gets cashed. Now I know it was only 7 days to complete this process, but take that account and multiply it by the thousands of loans they generate per day and it's a nice chunk of change. Now the question I asked them, which they refuse to answer, is, why can't this be done as quickly as you charge my credit card for a purchase I make? Still no answer. Did receive a couple of cookie cutter answers though. I've been with them going on 30 years, but I feel they have become too big and all the customer care that I remember them for years ago, is gone. Did I mention my mortgage refinancing with them was also terrible? Another story.

For instance why does everyone in the family get their own access number and yet are not able to see all the accounts under their particular number unless they are the primary or joint owner? How many primary members' spouses have complete control over the finances at home and yet haven't the complete authority to handle (all) the accounts? I find it asinine that our accounts were once frozen while my husband was deployed because I sent a message under his access number and had the audacity to sign my own name. And this was back in the day when you couldn't just email the ship but were still numbering letters (I apparently am a very slow learner).

My new personal favorite is having two separate credit card numbers that pull from the same account. Ironically, I am unable to view either my credit card or the joint account under my own access number. I wonder if this means I then have to pay them? I will give them credit (admittedly, it hurts to write this) but it does make it easier to cancel a card without impacting the account (Were I to actually be able to see the hypothetical account, that is).

Which brings me to my next question (and a topic I've seen a few times in the thread below), why is it that I can't request to stop a recurring payment when I want to? I've been dealing with a recurring charge from Napster/Rhapsody for an embarrassingly long time. According to my canceled account with them, there is no billing information associated with the account which means they are not billing me (Hmmm, I say). And yet, each month there is that non-existent $9.99 charge again. I tried to settle this with NFCU and eventually received a form letter stating they didn't have enough info to deny the recurring charge. Forgive me but it is "my family's" money, not NFCU's, correct? Am I to be made to understand they are doing this for our own good - so as not to incur Rhapsody's legal wrath? I think I'll take my chances. I'm not looking to recoup the lost money - I'll take that as a painfully and apparently necessary heuristic experience.

And yet, perhaps I am doing them a disservice. Their ever vigilant fraud software did manage to "save" us numerous times while being stationed abroad. About once ever three months an alert would pop up on their system freezing the credit card. Usually when we were in the most remote travel destination in Europe. The system could detect us using the card in a small town in Croatia but could not detect the note on their system indicating we were traveling. Or the fact that we had an overseas mailing address.

Honestly, I've always had a pleasant experience with the individual representatives - even when they were telling me no. My frustration is more about feeling absolutely impotent to affect any change. Even if we were to thumb our noses and rage against the machine by switching our accounts, it wouldn't impact the executives who are the decision makers. It would impact us though - we have too much at this point tied into the accounts for it to be a smooth transition. I'm simply one of the "Who!"s without a Horton to sound the alarm.

To add insult to injury, I already gave notice to my landlord that I am moving, and have to be out of my place the end of the month. Something else I made Navy Federal aware of. I have tried to contact a supervisor to discuss my concerns and to just get a freaking explanation to what happened and no one will return my calls or email. To all that reads this, find another lender that will appreciate their customers and not treat them with utter disrespect.

So here we are today, I noticed the charge on my account and I called Navy Federal. I got the collections department and the 1st rep I talked to (the first of 6) completely switched my words around, I had to remind her that the call was being recorded. After being transferred a zillion times. I got another collections rep, she started off really nice. But I guess me saying Navy Fed customer service was horrible pissed her off. Because she then told me "I'm trying to assist you so don't get sassy with me or I will gladly hang up on you." (Shocked yet, there more.) I said "Wow, they allow you to speak to members like that." You would think she would fix her attitude but it gets worse from here. The rep proceeds to tell me all I'm doing is asking the same questions over and over and she is taking time out of her day to help me and I should be happy she is not asking me for a payment.

BUT wait there is more, she then tells me I got 3 options - 1. CALL THE DISPUTE DEPARTMENT 2. LEAVE A VOICEMAIL FOR A SUPERVISOR or 3. PAY WHAT I OWE. I was completely flabbergasted by this young ladies attitude and comments. I asked her to speak to her supervisor because she was being extremely rude.

It's insulting that they're allowed to have "Navy" in their name. They affiliate themselves as best they can for the sole reason that it is nearly impossible for someone on active duty to fail to pay back loan or credit card. Worse comes to worse, they'll just contact your command. Check out USAA. They deal in "real time" and they don't BS you about what "overdraft protection" is. Overdraft protection, from most banks, is exactly the OPPOSITE of overdraft protection.

For most banks (NFCU included), overdraft protection means "We'll let you draw your account negative, then charge you $35 per transaction and $17/day until the account is brought positive. And you have to opt out of it. Even Chase, who I actually really like as a bank because of the discounts they offer veterans, is a little sleazy when it comes to this. USAA just flat out tells you the reality of having and not having protection, you tell them the reality you want, and they make it happen.

NFCU, on the other hand, operates as: 1) "We got your money on Thursday, but you don't get it until Monday." 2) "Sneeze and we freeze your account." 3) "While no other bank freezes your account for overseas use, we will, because it's so RARE for SAILORS to use their banking overseas." Avoid this bank like the ** plague.

I called Wednesday only to be told that the process generally took 3-5 business days before anyone would even be in contact, and that my assigned loan officer was on the phone but would be contacting me "shortly." Another day goes by with nothing--no calls, no e-mails. I called on Thursday morning asking for the name and contact information for my loan officer (Jennifer **) only to be told yet again that she was on a phone call and would be contacting me "shortly." I e-mailed her and asked when I could expect a decision since we were past pre-approval interest and had found a house we liked already. She then asked me for information that was easily accessible in the documentation I had already sent her the week prior.

Another two days passed with no information. The application was finally sent to the credit committee a full week after I initially applied for pre-approval (much longer than the 1-2 business days the website promises). I then had to call, email, and hound her for the decision. After being told she was on the phone yet again, she told me she had the decision and would e-mail it to me. I waited over an hour with no e-mail, and finally contacted Navy Federal Customer Service to complain. About 30 minutes after that I received a one-sentence e-mail that simply said that the loan had been denied based on credit history. I was immediately on the phone with Lending Tree who put me in touch with Mortgage Lenders of America who had me pre-approved for a USDA mortgage within 24 hours. In waiting for Navy Federal, the house we initially wanted received an offer and was pulled off the market, but luckily we found something else.

I had been pleased with Navy Federal prior to this experience. They were highly recommended by my brother-in-law (a Navy vet), and everything has been smooth with the checking/savings account we opened last year. The mortgage department, however, is another story. I don't mind if they didn't find us credit-worthy. That happens and there are other lenders and we were willing to rent if necessary. But extending a promised 1-2 days for pre-approval into well over a week and not communicating with your clients unless they hound you (I still never once spoke with my loan officer--only short e-mails), is unacceptable. People have the right to know your decisions in a timely manner so they can explore other options if necessary.

When I called to speak with the manager he explained that the system processed the debit transaction after the credit payment. I asked them "so why is it that you provide your customers with online banking, phone apps, etc., showing their current balance when it is untrue." I demanded a credit for the debit overdraft transaction because I saw when it was removed from my account showing a positive balance. I would be interested in learning how many customers are suffering from these deceitful processes, overdrafts with horrible excuses from these lending institutions. Customers have no way of knowing what happens from the bank end and if they are truly processing these transactions as they choose. It is unfair to the customers and something has to be done. Banks, credit unions, etc., know they are getting away with it and so they continue to abuse the situation.

As with most things in life, I am ignorant when it comes to home loan pre-approvals. Especially since this is my first time applying for one. However, the website claims 2-3 business days. So two days later I emailed the loan officer asking if there is anything else that was needed from me since I had not heard anything (it was my nice way of saying "Hello? Anybody there?"). I received an email from my loan officer only telling me that she was busy and would get to my application as soon as possible. Nothing more.

A week passes by and now I try calling my "loan officer" only to get her voicemail. I went to their Facebook page to ask a general question of how long a pre-approval should take. Instead of answering the question they directed me to their 1-800 mortgage line number. So I called the mortgage line and the only help they could provide me was to inform me that I was assigned a loan officer. I told them I knew that and that she had not contacted me and it had been a week already. They apparently made contact with her somehow and the representative was able to relay a message from her to me... To tell me she is busy and would contact me later.

I waited a couple of hours and did not hear from her so I called only to get her voicemail again. I again emailed her via the message site and I did receive a response this time. Again, apologizing and only telling me her that she is busy and will get to my application as soon as possible. I had it at this point so I went online to research other lenders. I was put in contact with one and after providing the same information over the phone, I received a written pre-approval authorization within THREE HOURS and at a lower rate than advertised on the NFCU website. This is not the first time I have had such poor service from them either. I should have jumped ship a long time ago. I will certainly fix that here soon. It saddens me that other institutions take better care of military members.

As of this date my car note is two months behind and my checking account which was locked last year still has money in it to cover some of my car note. I should have kept my behind with Nissan motors credit. I would have been finished paying for my car next may, but since I refinanced it with navy federal I am stuck another three years and they keep telling me that I have not even started paying the principal, just the interest.

Do not do business with this credit union because they are not for the military families and definitely not for the civilians who are sponsored by family members. I am looking out of my door every few minutes to make sure that they don't repossess my car. I need my car. I have a nineteen-year-old autistic son that's non-verbal who I need to get to doctors & hospitals in case of emergencies. I need answers on how to get my car out of this situation. My credit score dropped 300 points fooling with this place. I cannot finance a piece of bubble gum. How far behind does the car note have to be before I get a knock on my door from the repo company? I want to start a class action lawsuit against navy federal credit union.

I called them to challenge the charges and now disputing the charge. There is absolutely no doubt in my mind that I will prevail, but NFCU makes it hard. In the past, I was charged over $3000 by someone who had gotten my checking account and savings account information number. I asked NFCU to investigate but they told me "it just wasn't worth it". I have won every time, but they still fight me. I'm ready to give my business to someone who cares.

Our loan officer was overburdened and couldn't keep track of our documents or our loan. She called us at 10pm on a Wednesday to cry and let us know she was in charge of 125 loans on her this month including six families with our last name and she couldn't meet our settlement date or keep up with her work. She was replaced, but the promises she made verbally regarding our mortgage were not passed to the new loan officer. The legal documents which needed to be signed at each stage of the process were uploaded to a third party site which once the password was locked, I was unable to get a competent sys admin to reset the password for me - over two weeks of asking. I have yet to view or sign documents which were legally required at each stage of the loan and our settlement was supposed to be in 72 hours.

I have called the supervisor of my loan officer twice and have yet to receive a callback. I can honestly say, this has been the most horrendous transaction ever. Avoid their "deals" on mortgages at all costs. They aren't deals unless they can close the loan at the rate they offer. We gave them 60 days to close our loan but were continuously threatened with our date slipping regardless of how responsive we were as customers. Buying a house is stressful enough. Getting a mortgage company that can be responsive, ethical, transparent and truthful is mandatory --- this was NOT our experience with Navy Federal. We now wait to see if this transaction can be saved. Of course, they never answer the phone and are closed on weekends. The loan officers have yet to pick up the phone on my first try. To sum up - save yourself. Find another lender.

But my biggest complaint is that they are way behind the times. They need to wake up and get into the 21st century. I cannot pay my loan payment over the phone with my credit or debit card. If I want to do it with a new bank account online I have to submit the account for approval and wait until it comes back approved through SNAIL mail. I can't pay it online with my debit card either without going through all that. I can't get online statements, they still send me paper... It's the most frustrating thing I've ever seen. I can't make my loan payment on time sometimes because of all their goofy restrictions, I have to go into a branch, which doesn't work out for me because I have a job... So by the time I get off the branches are close. Their online system and telephone system need to be updated to avoid this ridiculous hassle.

This is 3 weeks later. I'm about to fax the documents yet again. What a circus and a mess of an organization. Meanwhile, my $400 in funds is money I am locked out of, and although I was welcomed as a member and approved for a credit card, I've now been locked out for 3 weeks and am really mad at their ineptness. Another circus clown answer they gave me was - "go into a branch and bring your documents." Well, since the nearest branch is 8 hours away (that's one way distance) in a different state, that's kind of not happening. I told the member service rep there were no branches in my state and she told me to drive to another state. Is she serious?? Not happy. No one can give me answers, and I've asked three different departments.

If this is how Navy Federal Credit Union treat the people that serve the country they should be shut down and not be given the right to be called Navy Federal Credit Union because you would think the people that serve and protect your country or any person to that matter should be treated the way NFCU treat their customers. Me I am filing a 100,000.00 lawsuit for holding my money and not giving me access.

And then with the checking accounts. Parents, please talk your children out of using this bank. They allow active duty military to go negative $500 because they know that they will continue to receive a paycheck. That -$500 may seem "nice" but you can easily get stuck in a cycle of debt. As a bank they do nothing to prevent you from continuing to make the same mistake; there are no repercussions.

I'm thankful now because my daughter can get this loan off her credit and the payments will be less than half of what she was paying monthly. I am still cautious about dealing with them because of the poor customer service experience with the reps, but I am thankful for Rodney, the hard working, and honest Supervisor and wanted to share my story so then others can be inspired to believe that there is someone greater than you who can handle the impossible. His name is Jesus!

Original Review: April 20, 2016

I called NFCU last week to inquire about a Car and personal loan. Was preapproved for a 5.09% rate for 5-10 K for 36 months. Was told that the rate was good for 60 days and as long I did nothing to affect my credit it wouldn't change regardless of which loan I decided to take. This was last Wednesday. When I called Saturday and told them I decided to just do the personal loan to pay off my daughter's car, which they own title to because she financed through them, I was told to call back with her on the phone so they could get her information.

I called today and was told that I didn't really need her on the phone, just her information but they would call me later once the paperwork was finished with the final terms of the loan. I called back and was told my rate had been increased to 9% because they pulled it again through a different company. As if I'm to blame for them constantly running my credit, which in my opinion they did just to try to increase my rate. Nothing has been purchased by me within those 6 days, not 60, 6! So my credit has not changed and there was no other reason for them to pull it again.

Go somewhere else for your loans. Too many people telling different stories always end up in a lie that consumers are expected to deal with. When I asked for a supervisor I was told there wasn't one there. The person told me he had been there for 4 months so he was sorry he wasn't sure why it had almost doubled. When I called back to speak with someone else, hoping for more clarity, the other person said she would check with her supervisor to see if they could help me. So, either a supervisor is there, or isn't. Either way, just more lies. Once they found out they wouldn't stand to make much more money, they tried to put me off, then hike up my rate, then told me they couldn't do anything about it. Of course I cancelled the loan as well as the checking and savings account with them and requested they stop hitting my credit to prevent me from going somewhere else to get a reasonable rate.

Updated on 04/22/2016: I gave an earlier review on my disappointment regarding NFCU so I wanted to post an update. In my first review I told how after being approved for a loan at 5.09% they increased it to 8.99% 6 days later despite the fact that several customer service representatives assured me that it would not change. They also lied and said they would not need to re-pull my credit for 60 days.

To add to that, I called back after discovering they lied about it being pulled the second time from another credit bureau. Both times they used TransUnion, which means the score they used the second time wasn't lower. So, this review isn't because I've changed my mind about NFCU customer service, I still think it needs to be reviewed and maybe some re-training needs to take place.

However, after calling back about the second credit report and being told once again there is nothing that can be done, I asked for another supervisor and spoke to a gentleman name Rodney who was a God-send. He listened to me, pulled the recording of my calls then spoke to the loan processing department about the calls and was able to get me the loan at the 5.09% rate. I had attempted to get approved for a lower rate at three other banks online before calling back, but the rates were either higher or they couldn't offer me a loan, so I was so happy for divine intervention. My daughter is now able to get this car loan out of her name and my rate was so much lower than hers and payments are less than half of what she pays monthly. I am still cautious about using them for other services and would caution others to do their homework first but belief, diligence and a remarkable supervisor helped and blessed me! I hope this review blesses someone else!

He refers us to First Equity Bank. We applied through first equity and within 3 days had pre-approval letter with an interest rate of 3.25%. Nothing changed in our application. Same loan amount, same down payment, same everything. Loan officer at First Equity actually apologized on behalf of Navy federal. All I am saying is that all these companies that claim to be military-friendly as not as friendly as you may think. Shop around and don't be fooled by that thing called "military discount/ special". By the way the Navy Federal loan officer was very friendly, patient and professional. Can't take that away from them.

They wanted me to GO INTO A BRANCH WHICH IS A 4 hr DRIVE to take in my father's picture ID and other documents. I even fax, emailed, mail in paperwork, picture ID, bills to verify my father's identity and until this day my account is locked. I can't make an online payment at all. Every time I make a payment I get charge a 1 dollar fee to process it... Not only that but on March first I called Navy Federal telling them I will make a payment LATE on March 18 which I looked at my account during the weekend of March 19 and 20 and no payment was taken from my bank account.

I decided to call on March 21 and asked them why they have not take my payment on the 18. The person who was talking to me told me that no ONE NOTED THE ACCOUNT OF THE PAYMENT THAT WAS TO BE made so I went ahead, made the payment on March 21. During the week I looked at my bank account and saw they took another payment for the same amount as the 21st of March but this time it was on March. This made my checking account overdraft 60 dollars because I have already made purchases thinking I still had money but Navy Federal made my account overdraft. I called them and asked them what was going on and they said since "THEY SAW I HAD THE MONEY ON MY ACCOUNT, THEY WENT AHEAD AND TOOK MY MONEY." So without my permission, which is **. They have no right to do so!!! I am so done with them, piece of ** bank!!! Don't use this bank at all!!!

We were just days away from signing a contract on a new house and a couple weeks from putting ours on the market. If we had not called to inquire into our loan process we would have been in a real bind. As it is, because we were left in the dark for that 30 days, we have lost the house we were planning to buy and stopped process in selling our house, at this time. The way we found out about the dings on our credit, was we went to a local bank, which we should have to begin with, the banker ran our credit and in 30 minutes we had our answer. I'm not saying not to use the service of Navy, but stay on them for information. I so wish we did.

I went and spoke with my relative and they wrote a check to pay me back. I deposited the check and my account was frozen. Guess why? Because I had filed a complaint against this person prior. Okay, if it's a civil matter that you guys will not handle why is this even an issue? Add to the less than mediocre service situation. I have called Navy Federal on several occasions wasting countless hours. I finally stumble across a bright rep who digs through the notes advocates for me and downgrade the frozen account to restricted. Oh but don't clap yet. The downgrade pushed the freeze time from a year to a year and 3 months. Although it was clear I wasn't in the wrong, argh.

Well, adding insult to injury Navy Federal closes out the troubled account and gives my relative a new account. No problem, but why can't my account unfreeze? I have literally been given 3-4 different answers for each hour I spend on the phone with the rep. They can't speak to the account that was closed but my account will remain restricted. I allegedly owe money which is not true at all. They can't change the Security departments decision (yeah right). Add to this the snarky attitudes and outright yelling, interruptions and a refusal to allow me to speak. I was surprised when I went online and discovered how poorly consumers think of Navy Federal. I think that Navy Federal will ultimately go the way of large banks with poor reputations.

So, I asked for a supervisor and it was worse. She told me "your money will be in your account on the 3rd." I asked "what are you talking about, the money is in there now." She responded "no it is not." This person insulted my intelligence. I then asked for her manager. She refused. She said "there is no manager, I am the only person you can speak with." We all know this was not the truth.

I asked "what state are you guys in?" She refused to tell me, her response was "we do not give out that information." I wonder why, I do not think it a secret, except to her. This person was so rude, had no concern. I think perhaps some people feel good to have control others money, and make bad decisions to damage the credit union rating. I have been a member for about 1 year, and nothing but bad experiences with these people.

So they tried to take $37.73 away from me, but it was non-sufficient funds on my account, so I slipped away from that one. And then I told USAA and they credited me $29 for a fee. They tried to take the $37.73 again, but still no success! I called my bank and told them, they said call them. I gave them a call, one of the representatives were talking to me, as if I didn't know what the heck I was talking about. So she confused me, and I just agreed with everything she said. So finally they took the $29 I guess for a fee like last week or the week before. Now they are trying to take $7.42 away from me, they put my account in the negative again. I just checked my NFCU account to find my savings account negative for $29, but note they took $29 away from my USAA last week. Doesn't take that long to transfer money, when it's been done in the past in like 3 days.

Now I still owe them money on the loan for $38.32. Like what did I send them money for!!? I'm gonna pay it and hopefully I can be done with them. Moral of the story is, everything is not as good as it seems. I learned my lesson from reading you guys' complaints on NFCU, I thought I was the only one having problems. I don't make enough to spend more money on something that should have been done a long time ago.

With our automatic deductions, there have been numerous times when Navy Federal has deducted the amount twice or more for one payment, and would pretty much tell us to just deal with it. We aren't rich. So when that happens, we go into the negative. Then we get returned check fees for things that would have otherwise been paid. There was once a company trying to charge us money that we didn't owe (double what we owed), so we blocked the company from being able to take the money. We told Navy Federal what was going on, and they said they blocked the company. Well, a couple of weeks later, we noticed about $400 missing from our account. Navy Federal had let the company charge us anyway, putting us in the negative. Again.

Not long ago, about a month ago, we put money into our savings account because we had a major purchase coming up and we did not want to touch the money. A few days later, Navy Federal had taken several hundred dollars out of our savings account, switched it to our checking account, then posted several transactions from a week before. Never told us. The money was spent from our savings account without word or warning. It defeated the whole purpose if the savings account. So we then went online to transfer the money to checking so we could get it our of Navy Federal's reach, and they would not let us! We had to call them to do it.

Several months ago, we had a fraud charge on our account. As soon as it posted, we filed the claim with Navy Federal. The charge was for several hundred dollars, and we closed our debit cards and got new ones, the whole 9 yards. Well, today Navy Federal takes that money out of our account, putting us in the negative, without a word. We called to resolve the issue, because we need to buy groceries, and being in the negative won't allow us to do so. They tell us that the person to talk to isn't there and they have no idea when she will be back and they can't do anything. So my husband called to talk to the manager, who is saying they sent us a letter in the mail that we had to provide proof that it was a fraud charge.

How in the world do we provide proof that it was a fraud charge, especially 2 months later? Do they want us to magically find out who stole our card, track them down, and convince them to confess in writing? How are we to provide proof of that? They are refusing to do anything at all. This is not the first time they have stolen money from us, but I can guarantee it will be the last. We are switching to USAA now. Never get tricked into Navy Federal. It will be the worst mistake of your life.

A year later after discharge, new employment and some huge medical expenses we decided that we needed to file bankruptcy. Our mortgage was one of a few things we chose to not default on. We have always made payments in full on time, even when we were struggling. NFCU promptly restricted online access to anything other than electronic statements. We also still kept getting paper statements in the mail. They remained easy to work with over the phone if we needed something (which was rare). We even had a house flood in 2013 and they were very understanding.

Suddenly last year (2015) we stopped receiving statements in the mail and could no longer access anything online. I called on the phone to try to get paper statements set up so that I would have an idea of what was going on if our payment changed, etc. I was unable to talk to anyone in the mortgage Dept and was immediately transferred to mortgage collections. I was informed by a woman who sounded like she could care less that we could no longer receive statements for our mortgage because our bankruptcy had been discharged (yes, 7 years ago!) and that they held the lien but withheld statements.

After questioning how I was supposed to know if my payment changed, how I would ever refinance or how the heck I was supposed to pay taxes with no information she put me on hold and came back after ten minutes to tell me we would be provided with a 1099 for taxes. Still refused to send statements. She ended the phone call by asking if I wanted to make a payment or have her make a note in the file that we intend to keep living on the property and when our next payment will be arriving. I was treated like I was completely destitute and ignorant.

We contacted our state's attorney general who informed us that this was very illegal and pointed us in the right direction to file a formal complaint. Not only have we filed a complaint with NFCU, there has now been a federal complaint filed and we will be refinancing after we get a copy of our statement from a government office that has to demand it from NFCU. This is ridiculous and totally illegal. Will never bank with them again and won't recommend them to anyone else either.

After not hearing anything, I called back the next day. They said that they are still looking into my application and that they would get back to me shortly. Nobody got back to me. I went ahead and purchased the vehicle on Dec 26 using Honda's financing department. Not sure if I got the best rate at that time, was hoping for better. Still not having heard anything from NFCU, I called them on Dec 29 thinking that maybe I may be able to refinance with them. I was told there was an issue with my 'Eligibility' and I'd have to submit some documents. I asked what documents. I was told a photo ID and SSN which I had already provided previously. I mentioned that I had already provided these. I was then informed that there is nothing that they could do for me over the phone, I'd have to go to a branch to rectify the situation.

I did get a call from the branch on Dec 30 to tell me to once again return to the branch with my Driver's license (something about verifying something). So I went back to my local branch on Dec 31st and asked them what more I needed to provide. I sat in the bank's waiting area for about 30 min while they were calling the 'Security' department until I gave up and informed them that I had had enough and was leaving. Told them to call me if and when they get through to the 'Security' department. Once again, I heard nothing. My account was then frozen, I could log into the account, but I could not do anything, could not even see what my balance was. All I saw was some message stating that I needed to call the NFCU number. I called them on Jan 4th and the representative told me that that hold should have been removed. She then proceeded to do so.

You'd think that the saga was over, but you'd be wrong. I received a 'Statement of Credit Denial, Termination or Change' letter dated Dec 29 stating that they are unable to approve my request for the following reason: 'EXTENUATING FACTORS EXIST REGARDING YOUR NAVY FEDERAL ACCOUNT(S)'... My Credit Score when NFCU ran my credit was 762 (I know this because they sent me a disclosure document stating what the score was), my utilization was below 10%. I have 2 other loans out with a collective monthly payment of about $500 and salary in the 70 - 80K range.

So, let's recap:

1. NFCU denied me credit for a reason that in my mind is unjustified (since if there was an issue with my eligibility, they should have caught that when I opened the account, or at least done that check first before running my credit). I do understand that NFCU has the right to give loans out to whomever they wish, but denying someone credit for something that could have been easily verified beforehand is truly baffling, especially because it turned out I was eligible (judging by the re-activation of my account, if nothing else).

2. The NFCU credit check (hard pull) dropped my score to 745 (from 762). I know this because that's what Honda pulled for me when they ran my credit and both scores were pulled from the same Credit Bureau. Also, these were the only pulls that occurred within this time frame i.e. nothing else could have affected my score between these two pulls.

3. I was unable to access my account. (Due to my frustration, I really just wanted to get my money out and close the account, which, ironically I could also not do until the 'Security' department cleared me.)

4. I had to repeatedly provide 'verification' documents.

5. I was constantly initiating contact with NFCU to find out the progress of my application, despite repeated assurances that I would be contacted.

I have never had an experience such as this and I am truly awed by the lack of professionalism. Honestly, am more frustrated than angry at this point. Am writing this in the hope that someone else benefits from my experience, because I certainly did not.

In the end it will be much more expensive than paying 3-5% down. In addition to the obscene amounts of various charges, it took me 3 weeks to get a pre-approval letter and this was after dozens of phone calls to our loan officer (an incompetent woman incapable of communicating via the phone only through ridiculous e-mails with incorrect information). When my concerns were brought to the attention of our loan officers supervisor they were met with indifference. Due to the multiple mistakes, poor customer service, ridiculously slow response time, and obscenely high interest rates we will be using a different lender.

I thought I was misunderstanding them when they told me this, as this is a very harsh consequence for someone writing me a bad check. After going into the branch and speaking with reps, a manager, and calling the 800 number to speak with security and a security supervisor, all who were very rude and condescending might I add, they all told me there is nothing that can be done, and kept asking me, almost recommending me, to shut down the savings. I cannot believe I am being treated like a criminal over something so mundane.

This is the worst institution I have done business with, and glad that I did not deposit the hundreds of thousands of dollars I contemplated transferring from another bank. They act like this is a premier financial institution, in which if you are not a member, then your life means nothing. I find it hilarious that they are being so strict about a simple mishap. The hell with them, and good riddance to you poor souls who work there, and are being nasty and rude to people who have and make more money than you will ever see. Keep being a slave and a zombie for an institution who pays you peanuts and treats you like crap, and see how far you get in life. I have convinced two people to leave and will keep spreading the word.

This is my Government Check that I knew was coming since Thanksgiving because NFCU had it in my future deposits. If you tell me that my funds are going to be eDeposited into my account on the 11/30/15 then that's what I expect to see at midnight on 11/29/15 and not midnight 11/30/15. Then to save yourselves, you throw us that fine writing that your funds will be made available the next business day. These checks are just like Social Security Checks. Everybody that receives their Checks gets them into their account today. They're All GOVERNMENT CHECKS and I would like to have my funds available TODAY and not at MIDNIGHT TONIGHT.

When I did contact them, they blamed me for informing them more than 2 weeks before my trip and I should have informed them immediately before my trip. Second, I was enrolled in the overdraft protection program where money is paid if my balance in my checking account is $0. I have always carried little money in my checking account and the majority in savings. In one day NFCU made several transfers of less than $5 to cover charges. When I logged into my account to transfer enough money between accounts, I received a message that I cannot transfer any more money for the month because the limit is 6. NFCU proceeded to charge me $120 in overdraft fees despite having about $10K in my savings account that I could not touch.

I also noticed that NFCU stacked the charges so the greatest amount cleared first, this drained the account and they were able to charge an additional $20 for each charge after that. If they stacked the charges in reverse, only 1 charge of $20 would be incurred. When I contacted their customer service they blamed me stating that I enrolled in the overdraft protection program. Finally, due to a divorce I needed to file bankruptcy and as a courtesy I notified NFCU of the filing date and case number. They responded "thank you for the information".

When I logged into my account to check the balances, without warning or notification, NFCU had immediately blocked me from using online services, only a message that states that a condition exists on my account. I asked customer service if they can confirm that blocking my account was in response to filing bankruptcy and received a response that I need to contact their bankruptcy department. Overall, NFCU has been very difficult to work with; they make it easy to get your money into their institution, but make it very difficult to get your money out of the institution. The general response has been to blame the member for anything that is wrong. If you fall on hard times, they are not forgiving and will punish you even if it is their fault.

On 8-5-15 I set out to purchase a home, asking NFCU to finance $70K on a 15 year VA loan, after I paid 35% down and would pay all closing cost cash. After speaking with the customer service person, who only took a small amount of the abundant info I brought with me, I was told I'd have an answer on pre-approval within 72 hours. Hearing nothing, I called the loan officer, Nicole **. After several times on hold, she finally returned with a you're approved (based on the income and other information provided and a review of CREDIT) and she sent me a pre-approval letter, on 8-14-15. Then the grueling mortgage process began. I received a couple of dozen forms to read; signed some electronically and had to print others out, sign and fax back.

A week later when I had still heard nothing, I called to see if anything else was needed. Nicole said she didn't know where Linda ** (her processor) was in the process cause Linda was out of the office and would not be back until the following week. When Linda got back she wanted more info, some of which I'd already provided, but I sent all to her.

In the meantime, Nicole authorized an appraisal be done and I arranged for the required inspection of the property. With credit bureau reports in hand, an appraisal coming in over the purchase price, with a home inspection done and the seller handling the few repairs required, a Loan Approval letter was completed by Nicole and her supervisor on 8-25-15. The proviso per the approval was NFCU shall have the right to withdraw the commitment should the terms of the application as submitted and approved be changed without the prior knowledge and approval of NFCU. (NOT ONE THING CHANGED FROM 8/5 TO 9/21!) Upon receipt of this letter the realtor got the title company to agree to a 9-19-15 closing date.

Soon we were into the Labor Day Long weekend. So I sent an e-mail to my loan officer Nicole, only to receive a robo e-mail back saying she was OUT of the OFFICE and would return 9-25-15, (six days past my assigned closing date). Nicole must have thought the 8-25 approval letter that she and her supervisor signed was good. Needless to say, I was not shocked when Linda ** engaged a third person to help her with Nicole out, oddly enough it was Nicole's (and I assume, Linda's) supervisor, Narda **, who signed the Mortgage Approval Letter on 8-25-15.

All of a sudden Ms. ** required electric, water, phone bills for several years past (in two other states) to confirm that I had paid my utility bills. Naturally I could provide everything from the current year. Don't know how many of you keep utility bills from 2-5 years back, but I didn't. So I did what I thought was the next best thing and provided her Utility Company names, addresses and phone numbers as well as my previous account numbers. This didn't seem to satisfy her, so she and Linda kept asking for additional info.

** was so inefficient and incompetent, that on Wednesday 9-17 when my realtor ask for the documents for the 9-19 closing, she told him he would have to wait for Nicole's return (9-25) as she would be out of office herself from 9-18 until the middle of next week (9-25) then scurried out on vacation. So to recap, I started the process 8/5, got pre-approved 8/14 then one week in the processor took a week off, then the loan office was out for 2+weeks to return after closing and finally the Supervisor overlapped her week off with the last week of the loan officer.

** knew at that time that she would be denying the loan. When it became obvious to me that the paperwork would not be ready for closing on 9-19, the realtor came to the rescue and asked for a one week extension from the owner, who had her veteran husband (co-owner) of the house in Hospice dying of cancer. She granted the one week extension so that I would not have to forfeit my $1000 earnest money.

Per Nicole, she was checking her e-mail so she was able to generate the denial letter; but oddly enough both Nicole and Narda ** actually signed it on 9-21 and she e-mailed it on 9-22. So were both women out of the office as they said, or were they just sitting there waiting for my purchase deal to fall through? As I said at the beginning, I can handle the word no or no we can't make your loan. I cannot tolerate inept, disorganized, deceitful, ineffective, supposed customer service specialists who do not know their product who set out to deliberately hurt a client financially, by making them lose their earnest money.

It's too late to save me. Although their effort to cause me to forfeit money and lose my purchase deal failed, they still managed to injure me financially. They caused me to put my belongings in storage (they knew the house had been pre rented after I gave notice) and there was 2 sets of movers to pay, and there was extended stay and eating out expenses. And please understand that all three of them knew our circumstances, cause my wife literally begged that they just make a decision instead of putting two seniors with medical issues what they thrusted upon us!

If you got to have a mortgage seek out Fairway Mortgage or Wells Fargo Bank and get treated like a valued customer instead of a joke with NFCU.

Anyways after the 6 months I reopened an account, the rep had offered some great advice to have a personal account and have a secondary checking for bills only. The rep had set the bills only account to have the overdraft if needed and also helped me with setting up bill pay. It has been over a year since all this has happened, to this day I haven't been late on a bill and I only had to use the overdraft once. They have helped me in so many ways to get back on my feet and to help me with my finances. They have gone above and beyond to help and offer any advice when needed. I am so thankful to have gotten a second chance with them!! Thank you Navy Federal!

I selected Navy Federal for my refi because, as a vet, (retired, 22 years of service) I thought this organization would not only understand my needs and help me as a vet, but since I wanted to get a VA loan, they would have the expertise, having dealt with other vets and military members who are also members of the Navy Federal Credit Union. NOT TRUE! Let me jump ahead to the end of the story, where I tell you that I got my home refinanced without a hitch, at a lower interest rate, and so smoothly and so effortlessly compared to Navy Federal that it just puts Navy Federal to shame!! Honestly, they should not be allowed to conduct banking business! So right about now you're saying "this guy's pretty pissed off!" So what are the details?

Well, let's start off with the fact that Navy Federal Credit Union headquarters, located in Virginia, doesn't appear to have a single American working for them. I dealt with a series of people, none of whom spoke good English and all of whom seemed unfamiliar with the refi process. Add to that that their data collection and loan processing methodologies are ancient, archaic, backwards. Wow!! This sounds pretty harsh you say.

Well, how about this? Three days before the window for my locked-in rate of 3.87 percent is going to expire, I received an email from a fellow named Mr. **, who identifies himself as a senior loan processor. In the email, he tells me that he's reviewed all of my documents and they ALL have to be resubmitted. When I called him, he spoke very poor English, (I would swear he was offshore except I know that Navy Federal works out of Virginia), and it seemed he could care less about my predicament. Repeated inquiries by myself as to "what the hell happened? ", "where is the guy I'm working with?" and "why are my loan papers not correct?" we're all deflected with the same phrase: "You need to resubmit your papers".

The original fellow I was working with was a nice enough guy. I was submitting my paperwork and he was telling me I was getting it done properly, all was going good. I was working with THE Navy Federal Credit Union, so I trusted that situation. Because I work in an oil refinery and it's extremely difficult to answer the phone with any sort of consistency like you would at a desk job, I had the text phone number of this original loan processor, let's call him Jim. So when this all went down, I sent a text to Jim asking him what happened? (You should also know here that prior to texting him, repeated calls to his company phone number, the one he'd readily answered before, now went to his voicemail and nothing more.)

Within an hour I received a call from Virginia, from a number that I didn't recognize. On the other end was Jim, talking in a low voice, almost whispering, who told me that they had moved him to another department and that he was no longer doing mortgage loans. He said he was not supposed to contact me, but it turned out he was not doing too good at his job and they had removed him. It seems that Jim was brand new to the mortgage loan department and was working my application totally unsupervised. How can I say that?

Well, Jim had given me his company email to send my documents to. Sounds normal enough, it's what I do when I correspond with people, I give them my company email. However, at Navy Federal, for legal reasons or whatever, all email correspondence is sent to a single mailbox where it is documented for time of receipt and then distributed to the loan processors. Jim wasn't doing this and therefore all of the correspondence was invalid. It wasn't just my loan from what Jim told me, but others also. He also told me that he was required to delete his entire mailbox, which explains why Mr. ** told me that all of my documents are now required again. So now I had the whole story.

I would not have had any of these facts if it had not been for the honesty and integrity that Jim had to call me back and explain to me what it happened to my loan. My final impression is he was a really good kid, trying really hard, stuck with a bunch of lazy slobs that could care less about any sort of customer service or business values and worse yet, strangely enough, every single one of them was a foreigner. So I hope my story can convince you just to look elsewhere you not to use these people. I have to be blunt and say that if you pursue something after reading this, you're an idiot.

Just in case you are considering using them, (it can't really be that bad!!? ), let me put the final icing on the cake and close out the story by what happened after I realized Navy Federal was the wrong place to be. On a lark, I put my basic information, asking for a VA loan, onto Lending Tree. Within 10 minutes Kyle from Home Direct Mortgage with the Bank of Oklahoma had called me and proposed a rate of 3.25. Yes that's right 3.25 %. I looked at the reviews for Home Direct on the web and they were through the roof, absolutely excellent time and time again. I called my title agent, Mark ** with First American out of San Francisco, and ask him about Home Direct. He had nothing but great things to say.

So, after finding Home Direct Mortgage through LendingTree, I called Mr. ** back to ask that Navy Federal release my VA loan appraisal. Point of information: if you get a VA loan, you get a VA appraisal. Not a regular appraisal but an appraisal by a VA authorized appraiser. The appraisal can be held by only one mortgage company at a time and only the mortgage company holding the VA appraisal can talk to the VA about the loan. So when things happen like my experience, and you want to move on, you need to have the original mortgage lender, in this case Navy Federal, release the appraisal so you can transfer it to your new lender.

Well, by now you can probably guess what happened. Mr. ** refused to release the appraisal and told me, after several phone calls to try and get action, that I had to go back to my appraiser to get it released. My appraiser has been doing the VA appraisals for 20 years and had numerous glowing recommendations on his website. He told me he had never, ever heard of this being done. (I ultimately worked with my new lender and filed change request with the VA directly).

During these final conversations with Mr. **, I shared with him that I had a new lender and my rate would now be 3.25. Mr. ** became, I would say, almost enraged when he heard this. Definitely the most energy and emotion I'd ever heard in his voice the whole time. "You're being lied to!" "That can't be possible." "Get it in writing!!" said Mr. ** in broken English. I was so annoyed that I sent him a pdf showing the 3.25 % locked in. AND LOW AND BEHOLD, THE NEXT DAY I HAD THIS MESSAGE, WHICH I NEVER RETURNED, ON MY CELL PHONE: "A, Mr. **, (name changed here! ), this is Mr. ** from Navy Federal. I realize we've had our differences, but I am calling you to see if there is any way that you would give Navy Federal an opportunity to bid on that loan rate." Every word here is true. Shipmates, pass the word!

I do take some fault I should have read the contract but I assumed I was with my banking institution I could trust the information that was provided to me by the representative. I filed my complaint but NFCU told me it was totally my fault because I should have read the paperwork even when NFCU has a policy that tell them to go over the terms of loan, and the rep said she might not have told me about that part. I suck that up and moved on but assured NFCU would change banks. 5 month passed and I rec'd a letter that I was missing payment. I called NFCU and found out my direct deposit was stop after the first payment. Because of this my credit drop 30 points. I was told by the main office I need to take this up with the Ridgecrest branch and pretty much there was nothing they could do. To all Veterans personnel this is not the Navy Federal I remember so I am packing up my loss and find me another banking institution.

I did not and appraisal was done in 1 business day. Then they had to send it back to "condo approval team" which took another 2 weeks. Customer service is lacking. When I would call to speak to someone I received an email instead... if I was lucky! They make things up as they go. Telling us that student loans which we are cosigners for, even though are in deferment until 2022 due to our daughter in medical school, would be considered a liability to us for 2%.

I later found out by calling the 1-800 # at Navy Federal that they're suppose to charge 1% BIG difference!!! (Other banks do not consider this if in deferment-check around?) Too many other issues to discuss. Still waiting to hear and I believe because I've complained so much to the loan processor that she is dragging out the approval or denial at this point. I thought I did my homework choosing Navy Federal but I did not. Wish I had used previous mortgage companies as this is our 4th mortgage in 28 years and by far the most painful!!! We are customers with great credit scores. Make $200,000 for the past 25 years.

On September 1, 2015, NFCU was phoned concerning this transaction. It was reported by both an employee and two supervisors (one who was contacted on September 2, 2015), that it was not readily clear as to why the check was returned as on the day it was presented for payment, the account balance owing was approximately $15,800 with an available credit limit of $9,200. The issue was sent to the resolution office for further investigation on September 1. In a subsequent follow-up call on September 2, 2015, a credit card supervisor was courteous enough to say he would personally follow through on the investigation and make contact the following evening.

However, an hour or so later, he contacted my wife and informed her that a seven-day payment hold had been placed on the $22,000 First Interstate Bank check and that the full amount, regardless of balance owing, was subtracted from the credit limit which meant that we only had $3,000 available. Remember, we only owed $15,800! Effectively, we were not only penalized in terms of overpaying on balance owing and on our available credit limit for a seven-day period, but we also were subjected to having our earnest money advance check returned for insufficient funds. The credit card supervisor informed my wife that there is no documentation that outlines this procedure (he had to research to learn about it himself) and he agreed that this information is not published in any disclosure information to NFCU customers.

After over 40 years of being a loyal, steady, and responsible customer, saying that I am appalled with what has transpired would be an understatement. This was not a purchase for toilet paper at Costco, it was earnest money delivered under contract for the purchase of a new home. In reality, NFCU put a hold on over $6,200 that was not owed to NFCU and blocked access to not only those funds but the $9,200 available credit I would have had had I not forwarded a check!! While I believe I have acted in Good Faith on every loan and dealing I have had with Navy Federal over the decades, I do not believe that I have received the same in return. Not that it makes a bit of difference to NFCU, but I will be closing all of my savings and credit lines with NFCU. I also am hoping to sell my home in the near term, paying off my NFCU mortgage loan. All of my future financial business will be transacted elsewhere.

As an aside and regarding the current NFCU home mortgage system, I put forth an application mid-August with NFCU for a jumbo loan and received pre-approval. However, I have subsequently withdrawn it. NFCUs mortgage loan processing, in my opinion, has significantly deteriorated in the last two years. Service lacked good communications and abysmal attention to detail in producing the required disclosure documents. While I was hesitant about my relationship with NFCU in this regard at the time, the credit card fiasco sealed the deal as to the future management of my financial holdings and obligations.

Our salaries would have allowed us $350k or so. So, I eagerly asked my loan officer for an additional $25k (10%). However, my loan officer was conveniently out of the office for a few days and she did not set up anybody in the office to handle her clients during her absence. So a few days later I received a call from her supervisor and was informed that my wife's salary would not be accepted because she worked under a contract. I find that odd since most of the population in my region are contract workers and yet they own property. The supervisor was then informed that I could get her a letter of intent for my wife's company to make her permanent. The supervisor returned my message to the underwriters.

3 days later (2 weeks after my pre-approval letter) close to the end of Friday, I was informed by my missing loan officer that my wife's salary and letter of intent would not be accepted. Not only that, but my original $250k approval was dropped down to $225k. In my area, if I can't get a move-in-ready at $250k, then what is $225k going to do for us? The basic message from her was, "I am sorry about your housing situation but it is of no concern to me."

Later that day I attempted to contact her and never received a reply. I attempted to call the other 2 numbers in her department and again was met with no live person. Later in the day even further, I called the main mortgage line and was met by a wonderful lady who had sympathy for my situation. I explained to her that if the loan would go through then I had bought myself about 1.5 months of temporary housing for my family but if the loan wouldn't go through then I have exactly 2 days to find another residence and move in prior to my work week on Monday.

The apartment is not a hard thing to overcome. It's the fact that Navy Federal, instead of notifying me upfront 2 weeks ago after I told them of our income specifics, that I am now been forced by Navy Federal to give our family pet of 10 years up for adoption. Because he has medically diagnosed separation anxiety that is mildly controlled by heavy sedatives, he would not be allowed in communal living (apartments).

I can't fathom a company who would advocate forcing their 12+ year client with outstanding work history, outstanding debt history, outstanding military service, and outstanding prior mortgage history with the very company mentioned, would be OK with forcing someone to relinquish a family pet that has been with them for 10 years. I ended up speaking to the nice lady on the phone twice last night and she did what she said she could do and notified 2 supervisors and 2 other agents that should be able to help. She did give me 2 other numbers to supervisors to call first this morning.

I never received a call or even an email so I called the first supervisor. Convenient, a recording for me to leave a voicemail. I called the 2nd number and the person I was to call was definitely not a supervisor. So, again false hope from someone who doesn't know anything. We spoke for 7 minutes and he told me that he couldn't help me until Monday. I told him that was unacceptable and that I needed answers immediately since of my temporary housing status. He transferred me to his supervisor (the second number I was given the previous evening).

Finally, a supervisor. She listened to me speak and then informed me that she cannot help me. This is how I knew Navy Fed really does not care about their clients. I specifically stated, "I don't know if you have ever had to make the choice of giving up a family member because of someone else, but the feeling is not heart warming." From there the supervisor stated she has been targeted and attacked and that she, "would not assist" me. Since she was definitely in no concern for our family's well-being then I asked to be transferred to customer services so that I could close my business with them and move to a banking institution that cares about their long standing clients. She agreed and then placed me on hold for a few minutes.

Lo and behold, she returns to the phone and tells me that she, "would not transfer" me because I was upset. Now they are keeping my money hostage. They won't even allow me to access my own money. What kind of institution would tell you to submit your family members into adoption/euthanization and then take away your access to the only thing that would allow you to move into a place that would accept you with open arms? I told the supervisor that I didn't need her blessing for the transfer and that I could easily call the main line.

I hung up and called the main client services line. A young entry-level guy answered the phone and asked how he could help. I knew he couldn't do much but data entry so I just said I was eagerly awaiting to close my accounts since they were not willing to assist me in the least. This is what really floored me after all the pain I have been going through. The little boy on the other end of the phone said that I couldn't close my accounts because I had a charge of $35 on my credit card. I laughed and told him to pay it off and send me my money.

Then he proceeded to tell me that I would have to make the payment in another fashion and then wait till the end of the billing cycle to close my accounts. Then he told me once I paid my loan payments in full then I would be able to close them all down. What loan? All of my loans have been paid in full months ago and my account access and credit reports all show that I am clean and clear of any debts to Navy Federal and any other organization/person in the world. They now have over $20k just in savings being held hostage like I am some criminal.

Unfortunately, my requests have gone unanswered in a timely fashion and our dog has been submitted to the local rescue who most likely will be euthanized. What makes matters worse is we just spent $3000 for our dog's knee replacement surgery 3 weeks ago. Had Navy Fed been upfront with us then we probably could have avoided those costs. Now we just spent $3000 for a dog to only be euthanized a few weeks later. Thanks Navy Fed. I hope every one of you have to go through what I have gone through to see how much pain you have caused.

The bank never met the required timelines needed for documentation such as a mortgage commitment or VA appraisal. Then on top of all this they never notified me that they received none of the required paperwork to prepare the loan. This is the bank's fault because I wrote two emails a week asking for updates and statuses. Never once did they mention they didn't have the required paperwork. Out of five calls I maybe received one back. Out of five e-mails I was lucky to get one. Worst bank I've felt with for a loan. Would never use them again or recommend them to friends or family.

In an attempt to get some sort of clarification, I sent an e-message via the NFCU banking site and also contacted the central loan department directly but was unable to get any further information. As a military member of NFCU for nearly 30 years who has many accounts personally, family members with accounts and had many loans through NFCU, I find this to be completely unacceptable. The total disregard and disrespect for NFCU members and lack of basic customer service is why my business is going to USAA.

Basically no matter what their customer service representatives tell you on the phone, they will get their money whenever they want it! Why bother going through the ruse of setting up a payment arrangement if it won't be honored?

I have been wiring money back to the same person and same account for more than two times. This time, I just did the same as what I did before but NFCU just sent my money to a wrong place. The NFCU customer service insisted they did nothing wrong with that and insisted that I put the wrong information for the wire transfer. Then why could I wire the money correctly before but not this time? I think their customer service attitude is really bad. Their response for this matter is unreasonable and unacceptable. I really want to warn the people who would like to wire the money through this bank. Just ask more before you do it.

Updated my experience in 2015: I haven't using the wire transfer service for about 2 years with this company. Finally, I would like to give myself the last chance to use this service this company. I did wire money a few month ago. And I found out they did improve their wire transfer service. The difference is they let you to check and confirm the swift code of the bank and the name of the person who you send money before they send that wire out. This is really helpful because I found out the swift code got mistake and then they did the correction this time. I feel more safe of adding this step of confirmation. Based on my experience, honest complaint can benefit a lot of customers. Thanks.

Due to the lack of access to the home, I had no other evidence to provide my mortgage company to pursue this discrepancy. I have filed a complaint with the State of Florida with necessary documentation from different independent sources against the Appraiser. I estimate the Appraiser overvalued the home by $36,070.00 Which I borrowed from Navy Federal Credit Union!!! Purchasing a home should be a joyous occasion. Unfortunately, sometimes this is not the case. Although we are happy with the home, we are less than satisfied with our situation. Navy Federal Credit Union performance on this job is very unacceptable. The public expects a certain level of accuracy from individuals that have acquired a professional license. We cannot allow people working in his profession to make gross errors and then shield themselves by claiming that this is only an "Estimate".

The Appraiser was hired Navy Federal Credit Union to protect my interest in a transaction to purchase this property and this did not occur. Instead, I paid for additional square footage that is equal to an additional room (200 Sq. Ft.) that does not exist! In closing, I am thankful that there are new regulations to separate Mortgage Companies and Appraisers. Regrettably, I do not believe it is enough to prevent what I would consider intolerable conduct by Licensed Professionals. We believed that Navy Federal Credit Union would be an Advocate that supported us when these discrepancies occurred. Instead, they became a passive entity that only wanted to close this mortgage deal because of their inability to manage a situation that involved inconsistency that affected the true value of the home I wished to purchase.

After we went 7 days past our closing deadline, NFCU's underwriter said there is no way we are approving your home loan due to a short employment history. I wish to point out that, "yes" a longer history is desired. However, (over multiple recorded conversations with NFCU) I made it very clear of my recent employment change and start day and asked repeatedly, "Are you sure this isn't a problem?" I was told repeatedly that my employment history was not an issue and I had everything squared away.

In the end, NFCU never told me what the house appraised for after we paid $500.00 for the appraisal fee. We could not get our $3000.00 earnest money back since everything went past the closing date. We lost $4000.00 liquidating a retirement fund. We spent an additional $1250.00 breaking our rental lease so we could move. Our realtor is not getting paid after all (and I mean ALLLL) the hard work he put in. We wasted the sellers time and money having their home off the market for almost 55 days in a super hot market, and we still have to move into another apartment.

NFCU said they understand they made a mistake and at this time they were sorry. The pre-approval department, loan department, and the underwriter have no communication between each other. It was a long, drawn out, careless, ** mistake that cost us money (we didn't have to throw away), and massive amounts of stress. This could have been avoided if in the beginning, NFCU had told us what we needed to guarantee a loan instead of leading us on a wild goose chase that will take months to recover from.

It took more than three weeks and countless phone calls for Navy Federal to mail out anything. Finally, we received two blank forms (forgery/fraud) with no names, numbers, and no guidance or any kind. We just called yet again asking to speak with a supervisor but she had gone home sick. Is this an office with two employees? Is this a legitimate credit union? What a pathetic way to do business. After all, one would expect a credit union to be run in a professional way and have a sense of responsibility to the public it serves. While I laud them for their initial phone call, they seemed to be disinterested in following through in any way.

Most disturbing was that an appraisal from another company came in at 40 some thousand $$ just weeks apart from NFCU ordered appraisal. We later found that the termite inspection NFCU ordered was false and not required whatsoever. I have tried to reach out to several departments at NFCU requesting a refund of the faulty appraisal and a refund of the termite inspection fee and no one will respond. So it's pretty obvious that information was inappropriately shared and the main emphasis for NFCU was to take my application and appraisal money and run! If this sort of thing has happened before to any others please contact me **.

After making several phone calls & speaking to 2 supervisors, faxing over products to identify myself, I was told that the representative places a note on my account at 4:30 & placed a lock on my account. I have made gone to this branch numerous times in the past couple of months & made deposits & withdrawals w/o any issues & I'm currently being a victim of racism due to not having the same last name as a family member after months of membership. This is unacceptable & a great prejudice to limit the resources available to people of color. I'm requesting for an amicable resolution to be made ASAP. Thank you for cooperation in advance.

The lady she spoke with at Navy FCU, stated they needed a COPY OF HER DRUG TEST RESULTS ON VERIZON'S LETTER HEAD STATING SHE PASSED THE DRUG TEST AND SHE WAS HIRED. My daughter was so upset. She told them to close her account. My question is, is she working for Navy FCU OR is she applying for an auto loan!!!! Is this standard practice or do they only ask minorities for this information or people under 25 this question, what does the drug test results have to do with a auto loan. This is not the end of this. I am going to get to the bottom of their customer service practices and this clearly should be investigated.

I am not allowed to get receipts or any documents proving my monthly payments. On top of that, every time I call to try and speak with someone regarding this charge off account in attempt to make payments, the Customer Service Rep would yell and start an argument for no reason. It has become unbearable to even deal with them. Every time I made a payment, they would not apply it to my accounts. The money would just sit there until someone applied it months later causing it to get reported as a late payment, then they would accuse me of not paying on time.

In addition to locking your accounts, they then pile on late fees (that part is understandable). But to lock the accounts before you can even be legally charged a late fee? Horrid, horrid customer service. Once they recognized that my accounts should not have been locked because I had set up an arrangement, they unlocked my accounts. However, my main issue is that this is even allowed to begin with. His answer was "It is the software, nothing we can do." But the software didn't magically appear in the system. Someone had to implement it. Someone had to say that it was worth the risk of poor customer service. This manager then told me if I hadn't been delinquent, none of this would have happened.

Never ending I called before the payment was due once I realized my error. Never mind I made arrangements for an autodraft. Never mind I did the most responsible thing possible. His next tactic was that "Navy Federal had too many customers to track what was happening to everyone's account." Banks have ripped people off for over a century, getting government bailouts and the receiving ends of class action lawsuits, but they are allowed to treat their customers like this? Then I got the "less than 1% of Navy Federal customers are in your situation. That means 99% of our customers are not experiencing your difficulties because they are not delinquent."

A simple matter of a calendar error (writing down the wrong date) and suddenly I am a delinquent, I am financially irresponsible. I referred people for years. At least 25 people have opened good standing accounts there based upon my recommendation. I will never, ever, ever recommend them again. I will be moving my business to USAA. I am beyond, beyond, BEYOND disgusted with this bank. And since they have "too many customers," they can now have one less.

After a year, the card could turn into an unsecured card. I contacted NFCU after about 14 or 15 months and they stated that even though all of my payments were made on time, the card could not be converted. I asked specifically what I could do to achieve the conversion to an unsecured card, they replied that they could not reveal underwriting guidelines. Sooooo, the bank that I have been with for over two decades cannot tell me how specifically to get an $800 secured card, unsecured. Even though, I can go outside to other institutions and get financed for a house and a new car (actually an SUV). Yea, that was the last straw for me...I'm going to check out USAA.

I called in and the representative told me that the back office would write a letter to my rental office informing them that I did indeed have the money in my account however it didn't transfer over. I waited a couple of days and after not receiving the letter I called back to speak with a supervisor and while speaking with her she said that she would check into it for me and call me back the next day in which she DID NOT! She called me back two days later only to tell me that the back office would not send me a letter to verify anything, so basically the first representative LIED TO ME!!! I am so frustrated with navy federal. All they had to do was call me or send me an email letting me know before sending back my ENTIRE rent check!!! THAT IS HORRIBLE CUSTOMER SERVICE NOW I'M OUT OF ALMOST 200.00 OVER A 20.00 ISSUE. My husband is active duty military so to be treated like this is a slap in the face! Thanks a lot NAVY FEDERAL!

Recently I now I started a new job and CALLED and INFORMED them the day my first paycheck would be. I scheduled a payment and now a few days before that paycheck hits they lock my account!! It's ridiculous. If you want money, why withhold the knowledge that I got paid or when I will get paid from me. I'm supposed to be a member, not a victim. Once this is handled I am going to begin looking into new credit unions or banks. This type of treatment is absurd and has to be illegal practice. I've never heard of a financial institution not allowing you to see what money you have. How can I PAY for something you want from me when you hide CRITICAL INFORMATION.

I have never been late paying my mortgage nor charged a late fee. Consumers Beware! Navy Federal is not the place to put your money. I planning to move out! Three Cheers for USAA!

So I called my uncle is in the navy a E7, has a mortgage and house, paid off his cars, nice credit everything. I was waiting for what should of been approval but then finding out denied because income was not good enough because my uncle has a house he hasn't paid off yet? (I know, I bet you're like what?) Yeah he not late on payments – It’s just the house was like remaining balance of 300,000 type deal. So I'm overreacting or does this sound very strange. Navy Federal lied to its customers as being for their military and DOD MEMBERS - YEAH RIGHT. Other words, they want everyone to make 10000 a month to be a maybe, maybe good co-applicant. PS the car is only 14,000 dollars.

Customer service reassure me that the payment was already been taken out and I will not be charged an overdraft for those three item. Just $20 for the overdraft for the $300 I overdrafted. A few days later I check my account again and saw a $60 in overdraft fees so I called customer service again to see why I was charged. She was rude and not very helpful and I am very disappointed with the bank.

The assistant manager came to the window and I explained to her that I needed to deposit the check and that the teller was being less than helpful. She said "Okay, I will call and verify funds." The assistant manager stated "Please have a seat and I'll come get you in a moment." I sat down. After about 25 minutes of waiting in the lobby, I thought this is getting ridiculous. It was about 5 minutes later that the assistant manager came to me in the lobby and stated "Your check is no good. I have called several banks to verify the check and the routing number and account number are wrong." I asked the assistant manager what bank she was calling. She stated the bank on the check. Then the assistant manager stated "And by the way, there is no bank in McAlaster, Oklahoma." I stated, "You are incorrect. I lived in Oklahoma almost 40 years, there is a First National Bank in McAlester, Oklahoma."

I then used my cellphone to google First National Bank McAlester, Oklahoma. First link came up, was the correct number to the bank listed on the check. I called while the assistant manager was present and she just walked off. I stated, "Don't you want to talk to the correct bank so you can verify funds?" The assistant manager continued walking away, completely ignoring me. I then went to the front of the bank and requested the branch manager. Once in the branch managers office, I explained to her how poorly I had been treated by the teller and the assistant manager and how inept the both of them are, and the fact that I had to do both their jobs for them as they couldn't even retrieve the correct number to verify funds on a check. I explained to her how rude the assistant manager was and how she completely ignored me when speaking to her.

The Branch manager was terribly unhelpful. I gave her the correct number to first national Bank in McAlester, Oklahoma. She stated once she verified funds, that the funds would be available immediately. The bank manager then called the number that I provided her, verified that the funds were available immediately. She then hung up the phone and stated to me that she had decided to put an extended hold on the check. I asked her, "Which is it? Your teller tells me 2 day hold. Your assistant manager is rude and disrespectful, turns her back on me and walks off, and you tell me the funds will be available immediately after verification and now a 5 day hold." The bank manager then stated "Well its my discretion how long I decide to place a hold on it." She then stated it to protect Navy Federal.

I asked, "Well what about your customers?", she stated "Navy Federal is secured before our customers." Then she stated in a sarcastic tone, "I'm sorry you're so unhappy." I explained to her after spending an hour and 15 minutes in this bank on what was suppose to be my lunch break, trying to deposit a check that should have taken 10 minutes, yes I am very unhappy. I was treated unfairly when I go in this bank often. I was treated as if the check I was depositing was fraudulent. I was talked to in a manor that is unacceptable for assistant and bank managers and as a customer should have been treated as such. I am highly disappointed in the unprofessional behavior exhibited by all three, the teller, assistant manager, and bank manager.

The bank manager acted as if the assistant manager did nothing wrong by ignoring me while speaking to her and having a rude attitude. The branch manager completely brushed the entire issue off as if she did not care at all about how I was treated. I thought Navy Federal was about good customer service. It's apparent that the assistant manager needs education in her customer service skills and the branch manager needs to communicate better with her customers. My hopes is that all three of these individuals, next time I am in the bank, can approach me in a more professional and proper manner. Instead of the rude, unhelpful and hasty attitudes all three of them had. Thank you.

I cannot register car this year cuz I’m not on the loan so us navy federal won’t talk to me or tell me balance or anything. I have called numerous times and asked for re-finance where I could make payments... My son is mia. I cannot register car without him and I have provided us navy federal address where car is but they won’t repossess either. They will not provide me with title or copy so I could register.

I keep calling them and they said they need to talk to my son but he is mia since navy called me to tell me he was discharged. What should I do? I have even talked to attorneys and no one has an answer for me. Please help.

This happened again this month. It happened in Nov. 2014, they actually credited Dec. payment correctly. Even though I already paid close to 18 thousand for the. I am about to go buy another car and tell them to go ahead and stick the car where the SUN DON'T SHINE. If ANYONE READS THIS, DON'T GO THROUGH NAVY FEDERAL FOR ANYTHING!

In December of 2013, I proceeded to drive to a local NFCU branch (Liberty Station) - the one I normally go to - and inquired about a refinance on my auto loan (which was with a different financial institution) in order to see what interest rate and term they [NFCU] could provide me from what I was already dealing with (hopefully better). I find out that if I refi my auto loan with NFCU that it will be over 3 whole percentage points less than what I'm already paying. I then apply for the loan and it gets approved (this process took approx. 3-5 business days), so I go back into the branch to sign the paperwork and make sure I understand what was in stake for my financial and auto loan future. At the branch they tell me that all I needed to do as the member is to send the payoff check to them that the former financial institution was going to send me. Once I get the check, I mail it to the address that they [NFCU] gave me at the branch.

TWO (2) months later I receive a letter in the mail from NFCU telling me that I (ME, MYSELF) needed to provide them with the title to my car (I should NEVER EVER EVER handle or have the title to my car if I am making payments on it - a title means you own it) with a form attached to it from the DMV in the state of WV to request the title. I fill the form out like it says and send it back to the address NFCU gave me in the letter. A month (1) after that (April, 2014), I get a rejection letter in the mail from NFCU telling me that I didn't fill the form for the state of WV DMV out correctly and needed to fill it out again and send it to the address that was provided in the letter.

Before I fill the form out AGAIN for the second time and send it to the address provided, I go to the branch (Point Loma) and explain to them what all this meant and why was I getting rejection letters in the mail. The people at the branch sat down with me and called their collateral control center who informed us (the people at the branch "helping" me and myself) that all that needed to happen was that I needed to go back to the state of CA DMV and pay to have NFCU recorded as the lien-holder on the car. I did that, took my registration to the NFCU branch in Point Loma to show them physically that it had been done.

I thought everything was fine because I didn't hear anything from the credit union until a month and a half later, when I got a letter in the mail stating that unless I (ME, MYSELF) provided them with a title to my car and had them recorded as the lien-holder, the interest rate for the auto loan rate would transform into a personal loan interest rate because they don't have proof of collateral. I call the 1-888 number that is on their website and all over the internet as their main point of contact and get someone from the loan department. When I explain everything thus far, they have no idea what I'm talking about, have no information to give me and can't answer my simple question of "What do I need to do to get this resolved before my interest rate skyrockets?" (I think that is a fairly simple question.)

I proceed to go into a branch to further investigate and take all my letters with me involving this issue, and the people at the branch call collateral control AGAIN to see what's going on. They somehow (as if by magic 4.5 months later pull out of thin air a pdf file of my "TITLE" in the state of WV), so the question go raised as to why the state of WV was rejecting the form I signed and mailed back to them for my title. Come to find out, it was only a Non-Negotiable title for the state of WV which does me nor NFCU any good. The next question that got raised was where is the title to my car?

After doing even more research (2.5 months of research and receiving multiple nasty-grahams from NFCU), find out that my title is with the credit union I had originally financed my car with. We call them, and they tell us that they cannot give any information like that over the phone, so I ask them what I need to do then to get my title, they say that they will send a letter stating that they in fact paid the check of the payoff amount and sent it to me, and that I was supposed to send it to the address NFCU provided. The credit union in Fl also stated that they no longer held collateral for the car. Wonderful......more questions getting brought up than are getting answered....AGAIN, where is the title to my car.

I go to file lost title forms to every DMV. Waited on the phone with the Fl DMV for over an hour and a half before I had to cut the call off (during my lunch break) and go back to work. I look in the mail and get another nasty-gram, so I call NFCU AGAIN.....and ask them where I turn to to get answers since no one seems to know what is going on. They proceed to tell me that all I need to provide them with is EITHER / OR (this is important)....EITHER the title to my car, OR the proof of registration with them recorded as the lien-holder. I said that I had already brought the proof of registration with them recorded as the lien-holder into the branch and I'm still getting nasty-grams.

I go into a branch again to get it straightened out, and as you guessed from all my previous times in the branch, the same experience. A month or so after that (Oct 2014 time frame), I find out that Fl is an electronic only title state, so I need to call the local tax office to have them print out a copy of my title and have it sent to NFCU. I call the tax office in Pensacola, and the lady tells me that there is a request order from 3 months prior to have them print my title (the request was made by NFCU and they never told me).

A month and a half after that, (late Nov. Early Dec 2014) I get a letter in the mail saying thank you (the only nice thing this credit union has done) for having sent the title. I AGAIN think this issue is resolved......BUT NOOOOOOO, I then (mid to late Dec) get an email from them telling me that the title they received did not have them recorded as the lien-holder. I call them right away, and speak to someone else completely and go through the entire story AGAIN and explain to him that I was told a month or month and a half prior to that the lady that I had spoken to told me that all I had to do was EITHER provide them with the title to my car OR proof of registration with them recorded as the lienholder. The man on the other end of the phone told me that that was misinformation and that I needed to spend even more money and fill out more forms for Fl to record them as the lien-holder.

Btw, my interest rate has been at 17.25 for the past 3.5 months because NFCU REFUSES TO DO THEIR JOBS, and REFUSES TO HELP THEIR MEMBERS. that is OVER $300.00 a month solely in interest that I'm paying.....I have less than $3,200.00 left on the car. So I fill out the paperwork, and transfer 75.00 dollars into my savings account like instructed (Fl lien recording fee) and send it off to the address given to me in the email. (I sent it out on Christmas Eve and had them send it with priority express with a signature required upon receipt. I got a tracking number which told me it had arrived to the branch that Saturday.

A week later 29 Dec 2014, I go into the branch and ask for a status update seeing as I haven't even gotten a call or an email or a letter saying that they received the form. They call the branch I sent the form to, and they confirmed that they have it and that it is being "processed" and that by this Monday or Tuesday (05 Jan 2015 and 06 Jan 2015) I should see the money (75.00 previously mentioned for the recording fee) be debited from my account. Yesterday (05 Jan 2015) I look at my account and guess what is still sitting there? Yup $75.00. So I call NFCU AGAIN to ask for a status update on the lien recording, and the man tells me that the paperwork had been submitted. I explain why I am less than pleased with NFCU and ask if there is a complaint center, he replied with no but that a supervisor will call me within the next 48 hours.

Today (06 Jan 2015) at 12:48 PM PST, I get a call from a Pensacola number, when I answer, an EXTREMELY RUDE voice on the other end says Ms. [my last name], and I reply with, "Yes that it's me." She asks me if it is correct if I wanted a supervisor to call me, I reply again with "Yes"......so I start to explain why I am not happy with NFCU and she RUDELY cuts me off and does not let me finish, so I let her have the floor (so to speak). When I am able to get a word in edgewise, I ask for a status update of the paperwork I filled out and sent, because I was informed that it was going to be taken care of by this yesterday or today. She replies that they will be submitting it to the state of Fl. I said, "Wait a minute, the guy I talked to yesterday told me it had already been submitted, and you are saying that you will be submitting it"......The conversation continued with her taking over the entire conversation, not LISTENING TO HER CUSTOMER....ME, and just reading off a whole bunch of notes in the computer.

Once everything with them is paid off, I will be switching to another financial institution. NEVER EVER EVER will I tolerate being disrespected to that level EVER again. I have lost countless nights of sleep over this, been on the phone and in the branch the equivalent of over 3.5 full workdays, and now they are taking over $300.00 in interest and it's my fault as the ** so rudely and disrespectfully let me know. I also have never been so downgraded in my life.

NFCU is run by Rude, Demeaning, Disrespectful, Downgrading LIARS, and THIEVES.

Upon bringing this information forward to the Pensacola branch chain of command (supervisor, assistant manager, and manager), I was informed that the allegations made were my word against Lawyers Title. In other words, the Pensacola branch had discounted my claim and credibility. About three months later, I am currently communicating with NCFU's AVP Risk and Training Management (Real Estate Lending) who is located in Virginia. If this communication becomes unsuccessful, I will then request to speak with the NFCU President/CEO or to the Chairman regarding this and other issues regarding their Pensacola branch. My next resort will bring this information to the Dept. of VA being that I have a VA loan which is financed through NFCU. Hopefully, the VA will take veteran's words more seriously than NFCU regarding altered documents.

I have also mailed, faxed, and scanned POAs to them for when my husband is unable to communicate with them and they never seem to receive them or they aren't right or something like that. It is completely unacceptable. The people I talk to don't EVER listen to what I am saying and they are RUDE!!! Needless to say, once this loan is paid off, I am DONE with them. No more accounts, loans, NOTHING!

I should have just stayed with solely USAA instead of using both. USAA is a much better company and the people are ALWAYS friendly and do anything and everything to answer all of my questions and help when I need it. Anyway, that is my opinion and I have honestly had so many other issues, but I really feel not being able to answer a general question about trying to get a loan, while being overseas is completely unacceptable. If they don't want my business, fine, there are plenty of other companies with nicer people that DO WANT my business.

I ask my loan officer why I was approved for the loan if I did not have the employment history. She told me, she assumed that the freelancing I did could work, but she was unable to get it verified as there was no tax information as it wasn't a business. I informed her in June 2014 when this entire process started that there were no tax documents on my freelancing and she told me that it would be fine and as long as I have outstanding credit that there would be no issues. My only option now is to wait till I have two years of credit or to get a co-signer. Thanks Navy Federal for screwing me on this loan.

My family had been with NavyFCU since 1953! I've had an account there since 1975. After my dad was injured in a fall, someone cleaned out my parents' entire life savings. After jumping through a lot of hoops, most of the money was returned. I made a fuss and they agreed to put in the lost interest, as well. They didn't do anything about the money taken from the checking account. My mother has since closed her account. My daughter closed her account. My accounts are locked because my cc payment was 5 days late, so I will be shutting everything down as soon as my IRA is transferred to another bank. I have also made sure to tell a couple friends who were planning on joining NavyFCU about their lack of customer service and how quickly they lock you out of your account. So they are taking their banking business elsewhere. It used to be good banking there..... no more.

Well, a few days later, the "lost" cashiers check was presented to Navy Federal. Navy Federal honored it, and my account was in the negative for that amount! The best part of this is Navy Federal punished me for them honoring a lost check by freezing my credit cards and all the accounts I have with them!!! I have been with that bank for a very long time and I just do not understand why and how they would do this to me! I had a similar problem with a company taking more than the specified amount more often than they were authorized from my account and Navy Federal had my back. They blocked the company, credited the money back, and did not charge me any overdraft fees. I have no idea what has changed or why. I am just glad I paid the rent and bought groceries before they decided I was not worthy of the security and coverage I have enjoyed from them anymore!

I have never been able to log into my online account because of this or that verification. I had to send something in to get my online account years ago... Seriously!? It was 2013! And they're the only credit union I've ever had to call and do all this myself when I buy a car! I'm used to the dealership taking care of everything and I just sign paperwork. Not with them. And you'd think if you're already a member with them the process would be easier but it's not! They're just difficult to deal with and their representatives are less than friendly and kind of slow at what they do. Extremely disappointed.

My account went into the red for 1200 in changing stating staying that I owe the bank this. I was hot. I asked to speak with the person who made this determination but he conveniently went had some type of training. Mind you, I have other accounts that were affected by this. All of my accounts were frozen and I was unable to pay my bills. I have kids and I'm a single father but no one at the bank cared to take a closer look at my account. I told them that it just don't add up and it's very suspicious, basically illegal activity.

I owe them this phantom sum of money when I compared what they told me with my bank statements and it makes no sense. What is even worse is I am a service member. This so called Travis guy refuse to return my calls after he admitted they made a mistake. My account is still locked. I cannot feed my kids nor put gas in my car, because Navy Federal took it upon themselves to lock my account without explaining to me why this happened. The sad thing is there is nothing I can do.

This is horrible. These people are worse than the terrorist who I signed up to fight against. I can't believe that I'm fighting for freedom for people like that who don't give a ** about you. Just once you can provide them with free money to steal. I am done with them. I'm filing a police report, I'm calling my state rep, I'm going to do whatever it takes to make sure they are held accountable for this. Thanks a lot Navy Federal. The worse bank I have ever banked with by far.

Now recently, my 2 family members (my sister and my father) wanted to sign up and I RECOMMENDED NAVY FED. WRONG! HOW COULD I EVER DO THIS. BEING THAT my father and sister applied online and within a week no call, no letter on the status of the application so we all called together (keep in mind I am a SERVICE MEMBER AS WELL). Then Navy Fed said "okay you need to send in their ID Drivers License"...so that would have been nice to know right? We did that immediately the next day. They said it would take 3-4 days to process then a week goes by they said they need to send in a $5 money order okay so we did the SAME day. THEN ANOTHER WEEK LATER THEY RECEIVE A LETTER STATING THAT MY SPONSORSHIP HAS NOW BEEN REVOKED!!!!!

So I call Navy Fed and they said they have no idea why it was revoked and to contact security. After contacting security they say...(they don't know why my sponsorship has been revoked, only one person knows and her name is MARIA) so I have called Maria now 5X at different hours and left messages for her to call me back. She hasn't called me back 2 days later. BUT I WANT TO KNOW WHY THE ** MY SPONSORSHIP IS REVOKED AND WHY I HAVE THE RUN-AROUND EVERY TIME I CALL. I HAVE GOOD CREDIT...NO OPEN LOANS....AND I'M A SERVICE MEMBER. I am seriously considering closing my account and I am very dissatisfied I have kept Navy Fed knowing what a better bank USAA is and I will never never recommend them to anyone again.

District Manager refused to return the calls to find answers. Navy CU does not have any direct numbers but after research was able to get Acting VPs who hang up on you instead of answering. Then received a threatening call from the security who told me that if I called asking for Executives and specifically the CEO that I would be blocked from ever calling any location of Navy Federal Credit Union and that he was not there to provide mental health to me. He refused like most every employee of Navy Federal CU to provide his name and hung up when I was trying to record his direct threats... It is amazing that they have code of ethics and when you quote them to the employees you get threatened by Security and told they don't report to consumers...

Once my 1099 came out, they said I was to wait for a 5498. Bottom line they could not convert it. I had to call over and over again and finally reached the "back office" where I was told their stance was they don't tell people what to do with their money. That is fine, they could have told me they didn't understand the tax laws for TSP and I should research it further before moving my money. I trusted them so believed them when I was told I could transfer the money.

Their financial planning group is separate. They have the same bad advise and were completely unhelpful about getting any answers when the 1099s came out. Then whenever I wanted to do something with my funds, I had to deal with the financial planner that only answered their phone about 10% of the time and returned calls always about 3 hrs later. And had a habit of being late for all our meetings. I couldn't even use my account log in to update my mailing address. The bank itself has good interest rates both for loans and Basic investment. Just don't ever put your IRA with them Or their financial group. They just are out of their league on this type of investment.

I had to leave my family in Maryland, while I went to Norfolk, VA for 6 months and then to Louisiana for 6 months. We kept trying to sell my home, lowering the price from time to time. I contacted Navy Federal for help. They said they couldn't help me until I was behind on payments. We still continued trying to sell it and no luck. I started looking into other avenues and the only thing that was really available was a short sale. In 2011, and after over 2 1/2 years of being away from my family, I was finally able to short sell. At the last minute Navy Federal made me sign a $15,000 promissory note to pay back or they wouldn't approve the short sale. I looked into it and it still didn't seem right but I signed it and still paying it back today.

This wasn't enough for Navy Federal. While I was out to sea and didn't always have connectivity, they would lock my account daily and my husband wouldn't have access to our money for himself and the kids. Keep in mind both my husband and my paychecks went direct deposit to NFCU also. So when my husband would call them to unlock the accounts, they would tell him that they needed to talk to me when he was on all the accounts and had a power of attorney. He would email me and tell me what was going on and I would have to find a way to get permission to call NFCU to have them unlock our accounts so he would have money. Then the next day, they would do it again, even after I told them I was out to sea and he is on all the accounts and has permission. This continued almost daily.

They have caused so much stress in my life and still continue to do anything they can to ensure it continues to affect me. They ruined my credit and ensured that I wouldn't be able to get any credit anywhere. Up until the short sale, I have always been on time with all my payments and since then also but from time to time, and over 4 years later, it still affects me and I have been paying on the promissory note and always pay extra to get it paid off!

Finally car was impounded and repoed. They sold it for 10809 when there was 20856 owed on it. I am now declaring bankruptcy and walking away from everything. All this could have been avoided if they didn't play games. The guy said I don't qualify for services anymore. I asked him what does that ** mean. I am no longer driving 50 miles to the bank. I don't care. I wish I was forewarned about this bank. Oh will live and learn. Oh by the way Chase is much better.

Since then, some of my bills cannot be paid like my cell phone because guess what, you can't pay your bills if the bank is holding almost $11,000 of your money. I have heard of placing a hold on a check but never shutting down incoming and outgoing on the entire account. I am VERY angry with the practices of Navy Federal Credit Union and IF this mess ever gets straightened out and I have access to MY money, I will not be doing any further financial transactions with them. Over the last week I have had to try to run a household and a business with no money and that's not easy!!

To resolve this problem, I will get a Power of Attorney giving my dad the power to withdraw funds and close my account. But I wish to alert others of Navy Federal's policy regarding locked accounts.

She tried again and our cards were declined.. I called Navy Federal and they told me OUR DEBIT CARDS WERE BLOCKED TOO BECAUSE NOW WE WERE 15 DAYS PAST DUE OUR CREDIT CARD PAYMENT!! 15 DAYS!! (not 30 days, not 45 days, not 60 days past due, but 15 days!) This was the most embarrassing moment! My husband had to go to his sister's house to pick up the cash as I waited in the restaurant. I am switching banks! This is totally crazy! This was such an embarrassing experience, they're going to get paid. I don't know why they would do this to a customer. I thought they were watching out for the vets..

Now the other side of the story. Just 3 weeks ago, we were so happy with the way this car loan went down that we started the process of refinancing our home with a VA Refi w/ cash out loan program. We went into the branch and all went great! We applied, got a good rate and everything was sent to the loan officer. We were told that the LO would contact us within three days - and nothing. We got a package in the mail with some doc in it with no explanation of what comes next. We called the LO several times and got only one return call. The information she gave us was partially incorrect with respect to additional paperwork needed. Then silence again. We waited and called, waited and called. We had to call the supervisor since this offer was only good for 30 days.

Finally, we got the assistant supervisor and informed her of the situation and LO lack of attention to detail and poor communication skills. The Assist Supervisor explained everything to us that we needed and made sure the LO called us the next day. Things "seem" to be on track but to be honest, we have another mortgage company doing a work up for the same VA loan program. If the terms are better (which they look as of now), we will go with them.

I am on the fence with this CU. All the bad reviews I see here can't be correct (some of them are basically BS from what I see. Poor decisions on the part of the consumer) HOWEVER, some of them appear to be very correct have hence give me great concern about doing additional business with them. We will see how this plays out I guess. In my book, poor customer service trumps EVERYTHING. You will lose both of us as customers if it turns out that you have DELL / HP style customer service. We will not walk but RUN from NFCU. Look at what has happened to both DELL and HP because of their HORRIBLE customer service, the companies are now failing financially. Think about it.

If we are $5 short, they will freeze our account. When they freeze our account, we have to take time off from work to go into a branch to resolve the issue and to get them to release the freeze. NFCU is a financial bully. They are not professional at all. NFCU business ethics need to be investigated. I am speechless with how NFCU operates now.

When I literally went to the bank and made a deposit and was never told that they needed to verify my account giving them all my info. When I made my deposit also I spoke to customer service and was never told I need to go into branch to verify my membership so they cut my card off... lady on the line had no remorse or even made any effort of me keeping my account after I said I was closing it. That was pretty much it - no sympathy at all or act of kindness. WILL NOT REFER ANYONE TO THIS BANK...THEY ARE HORRIBLE.... The hold time when you call is horrible as well. Very hard to get through. This bank needs to...

The rep was VERY rude as I questioned about why the claim denied. She basically stated that last year I had two fraud claims and my claim had been denied based upon that alone. She indicated that it was my irresponsibility as to why the claim had been denied. I requested her manager whom she claimed was at lunch. I advised I would wait. She place me on hold and 5 minute later the line mysteriously disconnected. I called right back and asked for her. They told me she stated she was unavailable. Almost a week had passed with no call from a sup. I called back and got a sup in another department who sent an email to the sup I had been trying to get to all this time. A full month later and still no help from NFCU except for "You need to pay your balance or this will affect your credit." After over 15 calls and a branch visit I still have no resolution.

I even called with my referrals on the phone, just to confirm there were no problems and that they were qualified. NFCU said everything was fine. The promotion said you will receive the $50 within 7-10 business days. It has now been 4 WEEKS and I still don't have the referral $. I call every single day and I continue to get every excuse in the book. The representatives are incompetent and the "supervisors" are worse!! Me, and the 8 people I referred, are closing our accounts and taking our business elsewhere. They can KEEP their referral $.

Much to my surprise, because I was not informed, they had run a "HARD" inquiry just to open the checking/savings account. I also found out today that, to the detriment of their customers, they run a separate hard inquiry for service you apply for even if they are 2 hours apart. This means customers will receive multiple hard inquiries by trying to open an account, apply for a credit card/car loan and/or seek refinancing for their home. I haven't been with the institution a good 48 hours yet but I am so not going to stay with them because of their practice of pulling your credit history constantly when trying to do business with them. Maybe I care too much about the inquiries or maybe others don't care enough but this is "a horrible and unnecessary practice" when they could use the initial inquiry score and history to qualify you for the services you're requesting. Any credit conscious consumer knows that this is NOT beneficial to the health of the customer.

Numerous phone calls and branch visits taking up to two hours did not resolve issue. Plus has a bonus!! My daughter was connected to my account until she was 18 because she wasn't taken off my bank account is unusable too. Unable to deposit wages or pay my credit card which they keep phoning me about as they say I will have to pay the near on $2000 taken from her account. So they may automatically take it from mine.

The incident report was never signed nor notarized and we were requested to return to complete this as my daughters Id's were stolen too. However, without knowledge, they sent word to head office who denied our claim of fraud. MY daughter is responsible as she had her pin written down and it was stolen too. So we have both lost our accounts, our overdraft facility we relied on and plus $2000 they are requesting plus I have been able to pay on my card so that looks bad.

My daughter is a young naive girl, unfamiliar with banking as yet and this is a dreadful start. She is a victim and we think we know who did it. A guy we let stay in our home for a few days and stole all the information plus he had our Wifi number. Very disturbing. My daughter is the victim and so am I now. Have made several branch visits numerous calls even to corruption department security supervisors.... All to no avail!! Filed police report as they requested but nothing is being taken seriously and no investigation... Just as oh, well her pin went missing so she is responsible!!!!

Stolen from our home by a con merchant criminal but we pay the price. Given misinformation and different information all along the way and only in the corruption department finally told to not use my account and open another one to deposit and pay my card. Well thanks Chase I have. So sad we are involved in the forces good people not thieves yet we may as well be. Something very wrong here.

In the past six months, I have been one or two days late twice on this account while waiting to make sure I didn't need the cash on hand and waiting for a paycheck to drop. Am I proud of being in this situation? No. Is it ideal behavior? No. However, life is what it is and we make mistakes. So what does NFCU do when you are a day or two late? They COMPLETELY cut off your access to ATM and debit cards! So you're a day late and all of a sudden have no access to any of your funds! How is that okay to their CEOs?

Furthermore, you can't even view your information on line anymore! You get stuck with a 'delinquent account' message, that even if you pay via web through the limited options you have online at that point, you still have to call to get them to clear the block so you can see your information. Unreal. Then, when I called, the gentleman I talked to seemed to be very familiar with the complaint and threw their executives under the bus saying that he and his coworkers were warned that a lot of people would not like the policy and might leave for other banks, and that was 'okay'. Seriously? How do you do business like that?

I have been considering a move to USAA for years, and this is the final straw to me. It's a shame, I used to hold NFCU on a pedestal as a bank that had some care for the people it served, and understood that the life of someone in the military might sometimes lead to a day or two late on making payments. Good riddance.

I am unemployed and barely able to pay for my other bills. The property itself has been vacant for a very long time. Since I stopped paying the mortgage they have been accessing late charges for insurance, principal and interest, and taxes. I just recently canceled the insurance on house to lessen what NFCU can do to me. They claim the delay is some inept attorney that is really slow with his or her paperwork. If the attorney is not doing his/her job correctly and in a timely manner, he/she should be fired. That's what I would do with an attorney that doesn't perform.

I can't help thinking that NFCU will not do anything except help ruin my credit completely until I owe less the fair market value of home. Never get a mortgage with NFCU. Don't know for sure if it’s related but they have also frozen my credit card account, and didn't know it until I went to fill my car’s gas tank at a local station.