Review Time
I’m leaving this review to share both a frustrating experience and to recognize excellent customer service where it was truly deserved.
I initially spent two hours on the phone with a representative trying to get help lifting a restriction from my account. Unfortunately, during that entire time it felt like the representative did not fully understand what needed to be done, and I was never transferred to the correct department. After two hours without resolution, I had to hang up and call back again.
The second time I called, the representative immediately understood my issue and transferred me to the correct department in less than two minutes something that should have happened during my first call.
Once connected, I was assisted by a representative named Gladis, and I truly hope this review reaches her and her management team. Gladis was professional, efficient, knowledgeable, and incredibly helpful. She resolved my issue and lifted the restriction from my account in under five minutes.
What took two hours during my first call was completely resolved within about ten minutes thanks to the second representative and especially Gladis. Their efficiency, competence, and professionalism made a huge difference in my experience.
Please recognize Gladis for the outstanding job she did. Employees like her are exactly what great customer service should look like.
Love the credit union. The credit card is kinda slow for building higher credit limits especially when they see my income right in my account but other then that it’s a amazing credit union that really treats us “service members “ with respect to! Highly recommend
I've had navy federal for 15 years now. In the last year I've noticed significant inconveniences in my day to day banking. Sometimes my transactions will take 6 DAYS to process on my account. This is new. Their software tries to calculate for what your "current balance" is vs your "running balance" but its always wrong because transactions take so long to process. I'll have 30 pending transactions at a time sometimes. And nearly a week later they all get confirmed and processed on the same day. Its so annoying and odd. This also makes fraudulent claims difficult to report because the transaction can be a week prior to when it posts. Ive had this problem. If NFCU is reading this, go back to how it was. 2-3days MAX for processing. Also it seems like they change the security parameters for logging into their website/app with more frequency than expected because it seems like every few months I am forced to change my password. Also their mortgage rates aren't good at all. Ive never taken a mortgage from them because every time I find banks that beat their rates significantly. Also it seems most physical locations can never give me more than 10k if I need it so I have to drive to multiple locations. 2 stars instead of 1 because their car loan rates are good and still miles better than USAA. Who Id give a negative 5 if I could.
Rates were the best at Navy Fed. Approval was fast online but there is no direction afterwards….i went to the branch to get a printed copy, very long wait, help was very nice but did not know the process after finance. He googled what he could but still didn’t know. I’m going to have to do my own research to figure out the rest of the process.
I'm rating them as a lender and banking service. I would love to do my personal banking at NFCU (will tell you why below) but I'm hesitating to move my money from USAA for one reason - the upcoming transactions in their banking portal don't help much if they don't also show a projected BALANCE. USAA has the best banking app I've ever seen. The projected (upcoming) transactions view shows you every projected transaction for up to about 90 days, with the projected BALANCE. This has been invaluable for helping me budget. I can't tell you how many times I've had insufficient funds just because I forgot about some debit that was coming. With USAA, if you know your biller is going to draw $1500 out of your account every month on the 15th, you can set up a "reminder" to project the monthly deduction. Once you're all set up with all of your bills scheduled, you can easily see if your balance will end up going negative. Best feature EVER for those of us who know what it's like to have just enough income to pay the bills. C'mon Navy, I know you can do as good, if not better, than USAA! Where's the pride???
I almost decided to skip a HE loan with NFCU and do a personal loan with USAA. I was shocked when they denied the loan (for the same amount I had gotten from them years earlier with every payment on time). I was only told it was something to do with a USAA account causing me to be denied. Turns out, some banks use a service called ChexSystems when deciding on a loan. ChexSystems reports any negative types of events with your checking/savings account (overdraft, insufficient funds, etc). I have both of my sons (teens) as authorized members with their own checking/savings accounts under my name. My youngest one has definitely gone negative a few times (never more than five bucks). So I'm guessing this is the reason for the denial. It perturbs me a little because I do pay them a nice fee when things happen. So they get to penalize me twice for something, I guess. Do yourself a favor and search on what banks don't use ChexSystems. NFCU does not.
As a lender, NFCU is excellent IF you get a good loan officer. The first one I had was a lame duck. She didn't get started fast enough and by the time we were neck deep into the process, my loan application was suddenly closed. No warning; just an email saying we were "out of compliance". I guess it timed out. If I'd realized this, I wouldn't have been so easy going as I waited for her to do things. I was so upset because I'd worked SO hard to get approved. But, I called as soon as they opened on Monday morning and the service was beyond excellent. The rep in the mortgage dept was able to answer questions AND advise me about my options. He notified the loan processors ahead of time and they reached out to me before I was able to submit an appeal. My new loan officer (Andy Fernandez) was fantastic. He was fast, reassuring and stayed in contact daily. He had my application re-opened and finalized in one week. The loan processor (BrittanyEdwards) also did a fantastic job! She was responsive, polite, and helpful. She got my closing set up pretty quickly too. Overall, very good service. And like I said, they don't use ChexSystems (as they should not, because the other credit score companies already constantly dig and nitpick everything we do!). So kudos to NFCU!
I'm a member. Army Vet. NFCU should stop telling memebers and others, that they are helping build your credit. A hard credit check on a SECURED credit card is not helping. You could lose 3-7 points for that check. And in some situations, that 3-7 points is not recovered in 90 days. That's not helping. Hard credit check on your MONEY!?! That's ridiculous!!!
Only had Navy Federal over a year and my debit card info kept getting leaked!!! I can be at home and an alert comes to my phone showing me a charge has been declined!!! Thank God I was moving everything to my savings where my money was secured. But when I call an notified Navy Federal about charges being made and I’m not making them the change out my account number and I get a new card lol I been through 5-6 cards smh because every time I report something going on with my card information which I never give out or had third party connected to my account how I’m getting transactions declined or an alert from Navy Federal about a transaction to verify. My account should of had notes every time I had to call in but this last time I got scam which I thought was a real Navy Federal Branch Manager due to all the card fraud activity going on in my account and was got for over $250 and they made over 10-15 claims on my account and when the Navy Federal Representative told me this after I called it in I denied every claim they tried to make because I never made any claims all I ever had problems with my card info getting leak when I’m not making the purchase that’s getting declined. But as a honest customer Navy Federal told me it will take up to 90 days to get my money back after investigation and denied me to get a debit card until a year!!! I had the worst experience with this bank ever and the Main bank I used I never had a problem Navy Federal was just a bank to save up money with my big deposit went into the bank I been using over 10 years I just want my money refunded back because if they look and took notes correctly on my account they see where all my complaints since I open up a Navy Federal account but I have stop my $100 deposits out my direct deposit which I should of been have done And all I want is my money I got scam for and I wish who did my appeal get scam and they will know how it feels but I advise everyone Navy Federal is Crap and go to another bank!!!
This message aims to capture the attention of the corporate office. While I usually value the services offered at branches, this feedback specifically concerns the Bill Pay feature. I strongly recommend seeking an alternative service or enhancing the infrastructure behind Bill Pay to ensure it functions as intended. The customer support has been extremely disappointing. We spent seven hours on the phone over three separate days trying to resolve a mismanaged payment issue. We experienced multiple call drop-offs and received no timely updates, which could have saved us significant time. Please consider discontinuing the Bill Pay service.
This is one of the finest banks I’ve encountered. Signing up is straightforward, especially for those who are or were in the military. They offer early direct deposit and provide outstanding customer support. It's easy to reach them, and they resolve issues quickly. Truly the best, thank you! :)
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