Earlier this year my wife and I refinanced our car loans that we have with NFCU. Through a lot of issues and lack or proper paperwork being done we FINALLY got everything done and lowered our payments and we happy. Well Back in April of this year I received notice that one of the cars were up for repossession. I instantly called and spoke with the collections department to find out what was going on. I read the letter to them and gave them the person's name that was on it. Well that individual wasn't in and they spoke with other people in the department to find out what was going on. Well after about an hour on the phone the came to the conclusion that since we had just refinanced the loans and a payment wasn't due because of the new contract one system hadn't updated another and the car was not up for the repossession. I was happy with that explanation due to some systems acting up and I keep up with my payments as I was required to do. This whole time the car was also sitting at the dealership due to the engine going to crap and them saying it's not covered under warranty due to there being 9" of sludge in the oil pan. Well with current oil changes that won't happen plus that much sludge wont' fit in in the oil pan of an '04 Santa Fe. Well the letter I got today stated that the car had indeed been picked up and sold with out my knowledge. I know this can not be done if the payments are current as they are and at no point had they gone behind. The bank stated that Hyundai called them and said if they didn't get it they were going to put a mechanic's lien on it and sell it themselves. I guess that's how Hyundai deals with disputes. While questioning the bank rep he was not only unprofessional but refused to answer my questions. I know a repossession and sale of a vehicle that is a felony and when I informed the bank rep he said no it's not. I have been with this bank for over 20 years and my father has been with it for over 40 years. He's since transferred all but his mortgage out of that "bank". I've already filed with the BBB and I've also posted on planetfeedback.com

First of all, I've talked to a dozen or more Navy Federal representatives about membership and auto loans over the past week and only one or two have been helpful. The rest seemed bored, or to have an attitude with me for bothering them with my questions or concerns. I know that it's just the luck of the draw, but it was a turn off for me.

I'm a newly-wed, and while my credit is pretty good, it is "young" (the longest account I have is only 2 years) and I don't have a high credit limit on my credit cards. My Dad offered to be a co-signer on a small auto loan so I could help mature my credit and we were approved for a 14%+ loan (even though his credit score is 750+ and mine is 725!) if we met certain "conditions."

One of the "conditions" of the loan was for him and I to go to a branch to pick up the paperwork. I asked why they couldn't mail it even though I've been told it could be mailed, and the phone representative just said, "I don't know. It's just what they want."


The nearest branch to us in Arizona is 150+ miles away in Yuma. Plus, my Dad lives in Colorado. I asked if he was expected to FLY down to Arizona to get the paperwork with me. No, he said. I could pick up his part, mail it to him, have him sign and mail it back to me and then DRIVE BACK to Yuma to hand-deliver it.

Are these people just trying to save money on postage or something??? Why not just skip the hassle and MAIL IT STRAIGHT TO US?!

Honestly, I got a little bit snotty and I asked him how fast this all had to be done by. Because it was going to take some planning to make not one, but TWO road trips to Yuma.

He told me, "Well, as fast as you can I guess. You want our money, right?" Like they were loaning me THEIR money out of the goodness of their hearts, and not receiving any money through a ridiculous interest rate.

Then he asked me for my W2 forms for last year and gave me the fax number for the branch office so I could send them in. Apparently, I have to hand-deliver certain things but can fax others. I tried to give him my husband's fax number at work so they could fax US the documents instead of driving to Yuma. No dice, of course.

I am not banking with Navy Federal anymore. It's not logical to be asked to drive 150+ miles TWICE to get a loan when they could mail me the documents. If they wanted, I could've paid another bank to have them notarized! There are so many other ways this could've been handled, but now I'm just done. I'm afraid to call back and ask for my $5 "membership deposit" back to close my account. They may ask me to drive to Yuma to do it!

Right after this experience, my Dad and I applied for a loan through USAA and was instantly approved for a MUCH lower interest rate. No hassle, no driving 150+ miles, no attitude. If USAA isn't your cup of tea either, I'm sure that ANY other bank would be better than this one. Avoid at all costs.

NFCU's refinance promises are not being carried out. I applied for a refinance of an NFCU mortgage which would have lowered my monthly payments $400 (nearly 25%), but was rejected because of "inadequate income", despite being current on the mortgage at the higher payment. The rejection was despite FICO scores over 800, liquid assets exceeding the amount of the mortgage and a loan to equity ratio under 60%. Because of the reason NFCU gave for my rejection, I applied under the federal Home Affordability program that has a stated goal of reducing mortgage payments to 31% of income. NFCU rejected that application because they claimed I have "too much equity" in the property. The comments from NFCU president Cutler Dawson and VP for lending Jack Gafney about NFCU's willingness to help its members are not supported by the actions of the loan committee. If you want to refinance, save yourself time and effort (and the $250 fee) and take your business elsewhere. After 30 years as an NFCU member I'm looking for another place to put my money.

I have been a member of Navy Federal Credit Union for over 18 years. For these years I have noticed that their customer service is very poor. If it was not for the US Military NFCU would not be here. I have a list of these abusive customer service people like Kevin in the credit card department, Kamy at ext 20906, Holly, Kelly in customer service department. John Marshall, and so on. There are too many people that are at the credit union that are rude with their customers. I had a problem with a gift card and I could not use it at a gas pump. Well here I call NFCU knowing I was going to get a rude rep on the phone because that all that NFCU has working there. They get these telemarketers off the street and these people are not properly trained in my opinion. Anyway I call customer service. They get me to credit card services. Well I get some smart ass on the phone who thinks he knows more than me. Well he refuses to give me his name or refuses to get me his manager. This little SOB tells me if I don't like the gift card not working too bad, get over it. I told him no. Get me your manager. He said no I will hang up on you. I advised him if he hangs up on me, he will be fired. He said no he wont because NFCU won't fire any employee who hangs up on their customers. This is the reason why these people act the way they do. I then demanded to be switched to a different person, or a manager. He said no. Then I called him nothing but a stupid telemarkerter. He really got offended by that. Well this guy calls his buddy pal in the security office instead of transfering me to his manager, because he knew I would file a report against him if I did speake to his manager. So here this GAY/ Homosexual guy name ED in the FC Dept puts a note on my account and says that customer is blocked from phone access. They can't block me from calling. I am a member and customer. They are all looking at getting themselves in real big trouble. If it wasn't for us members and stupid customers as we are known as none of these stupid people who work there would have any jobs. They should thank all of their customers for being customers. Because of these 2 homo's I am now sick and have been sick with the flu since that afternoon. Also NFCU employees are not allowed to go into any of these chat rooms and talk bad about their customer/members. Well they are breaking the company policy and that is grounds for TERMINATION. NFCU is looking for a CLASS ACTION LAWSUIT, and a personal LAWSUIT againts these people who are rude with all of their customers. NFCU will fold up because of their rude customer service. This isn't the first time NFCU customer service has been rude with me or anyone else. If it was only me, then tell me why people that I don't even know or even met in my life, they have the same complaints. This will be looked into and it will be delt with. If any of those people think they can get away with being rude with their customers, then they are barking up the wrong tree. Navy Federal Credit Union thinks they are better than anyone else. They are not. Because of these retards I have switched all my banking to a different place where I get treated like a person and where people don't hang up on their value customers.

I have been a faithful customer of Navy Federal Credit Union since I finished boot camp seven years ago. Upon leaving the military, I found civilian life to be difficult. After being laid off in January 2009, I had a difficult time paying my bills. I worked out a plan with Navy Federal to consolidate my bills. I agreed but after a few weeks, I found myself having trouble making the payments. I let them know of the situation and tried to work things out. In August 2009 I decided to hire a bankruptcy lawyer and had him fully retained by September 2009. I let Navy Federal know that I was filing bankruptcy and the calls stopped for about a week and started up again. After repeatedly telling several collections agents from Navy Federal Credit Union that I am in the process of filing bankruptcy and giving them my lawyer's information, Navy Federal continued to contact me. I wrote them two letters stating that any communication regarding my accounts must now be directed to my lawyer, as I had stated in our phone calls. Not only do they continue to contact me, but they have also sent written communications regarding my debts to several family members and have contacted other family members by phone. I have asked them to stop contacting my family regarding this debt on several occassions. They sent a representative to repossess my motorcylce and harassed my 11-year old daughter who was home alone at the time. The man looked through my front window when no one answered the door and saw my daughter and insistently motioned for her to open the door. When she did, he stated that he needed to speak to an adult and she told him that one was not available. His tone turned belligerent and he insisted that she try to call someone because he needed to repossess her dad's motorcyle. As soon as he walked away, my daughter hid in her room because she was so scared of the man and the way he had spoken to her. The latest phone call received from Navy Federal was December 5, 2009 at 8:45AM in which the agent said that they will look into garnishing my wages, repossessing my motorcycle and possibly my truck even though the title of my truck does not list Navy Federal as a lienholder. I told the representative about the bankruptcy and to contact my lawyer but she was indifferent to the information.