Navy Federal Credit Union (www.navyfederal.org) has a 4.2 out of 5 rating on OK.one, based on 203 user reviews collected here. It is listed under Money & Insurance and its reputation is good. 77% of reviews are 4 stars or higher and 12% are 1 star; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
Poor communication, poor customer service, confusing process
Reply from Navy Federal Credit Union2026-08-04
Thank you for sharing your feedback, Glenn. I wanted to make sure you know our Social Care Team is available to support our members with questions and concerns 24/7 via Navy Federal's Facebook, Instagram, and X (formerly Twitter) accounts. We're unable to provide account-specific help through social media for privacy and security reasons, but we'll always do everything we can to get our members to the right resource. If you do reach out to us on Facebook, Instagram or X, I hope you'll mention your Trustpilot review, so the person who receives your message can get up to speed on your concerns as quickly as possible.
Craig,
Navy Federal Social Care Team
My financial advisor is managing my portfolio well and has done so over the years. He is very good at meeting with me throughout the year, establishing goals and following up on progress. He also keeps me informed of the status of my accounts, any changes or recommendations needed to meet or maintain my goals.
Reply from Navy Federal Credit Union2026-08-04
Thank you so much for sharing your experience, BK! We love hearing that our members have received the world-class service we seek to provide, and we're proud you're a part of our Navy Federal family. For the security of our employee, we ask that you edit your feedback to remove their last name. We'll be sure to share this compliment with Rick and their management team.
Craig,
Navy Federal Social Care Team
Great people and company to do business with.Thanks navy federal.
Reply from Navy Federal Credit Union2026-08-04
Thank you for being part of our Navy Federal family, Ron! We appreciate you taking the time to share your feedback, and look forward to the next chance we have to assist you.
Riley,
Navy Federal Social Care Team
J
JAMES · 1 review · Verified · Experienced 2026-07-08 ·
★★★★★
The process and delays HELOC funding is horrible
The process for moving HELOC funding is drawn out and took 3 times as long as advertised. In addition, the finanve officer could not give regular updates to status unless pushed upon. Absolutely unsatisfactory communication skills for simple things like responding to an email. We will not be using NFCU as a financer for any further loans. Soon after signing for HELOC, we utilized a different lender to purchase another home and were through approval and closing on the house 28 days after loan application. For funds far greater. NFCU loan department has been horrible for the 22 years that i was in the navy. Anytime we used them, it was chasing cats and continuously update documents that if the process was prompt wouldn't have to constantly provide updates on. My wife and I both have credit scores above 810 and maintain revolving debt as less than 8 percent of our income. There is absolutely no reason that it should take as long as it does for the NFCU organization.
Reply from Navy Federal Credit Union2026-08-04
Thank you for sharing your home equity loan feedback, James. I wanted to make sure you know our Social Care Team is available to support our members with questions and concerns 24/7 via Navy Federal's Facebook, Instagram, and X (formerly Twitter) accounts. We're unable to provide account-specific help through social media for privacy and security reasons, but we'll always do everything we can to get our members to the right resource. If you do reach out to us on Facebook, Instagram or X, I hope you'll mention your Trustpilot review, so the person who receives your message can get up to speed on your concerns as quickly as possible.
Kai,
Navy Federal Social Care Team
R
RICHARD · 1 review · Verified · Experienced 2026-07-25 ·
★★★★★
Great support
Only negative is that the process was a little lengthy. Maham Maqsood NMLS ID# 2477299 who was my Heloc representative was very helpful. Guide me to the process and always keeping me updated.
Reply from Navy Federal Credit Union2026-08-04
Thank you so much for sharing your experience, Richard! We love hearing that our members have received the world-class service we seek to provide, and we're proud you're a part of our Navy Federal family. For the security of our employee, we ask that you edit your feedback to remove their last name and NMLS ID. We'll be sure to share this compliment with Maham and their management team.
Emma,
Navy Federal Social Care Team
K
Kara Paul · 2 reviews · Verified · Experienced 2026-07-24 ·
★★★★★
Great communication
Great communication, prompt response time to questions, and extremely kind and helpful employees.
Reply from Navy Federal Credit Union2026-08-04
Kara, thanks so much for sharing your feedback! I'm happy to hear you've had a good experience with us. We look forward to more opportunities to serve you!
Holly,
Navy Federal Social Care Team
C
Christian Jordal · 1 review · Experienced 2026-08-04 ·
★★★★★
30+ year loyal member
I have been a loyal Navy Federal member since the early 1990s, but their recent customer service and tech failures are unacceptable.NFCU flagged a legitimate ACH transfer as fraud and froze my account. I called to verify the transfer, but their automated assistant required multiple looping prompts just to get me to a human. I spent 20 minutes on the phone and was shuffled between two different departments.Instead of resolving their mistake, they cancelled my ACH transfer entirely. Worse, they wiped the associated transfer data from my app, forcing me to manually re-enter everything and resend it. The representatives ultimately told me they couldn’t do anything to fix what they ruined.Treating a 30+ year member like a security threat over a mistake on their end—and then making the customer do the extra work to fix it—is poor service.
Reply from Navy Federal Credit Union2026-08-04
Thank you for sharing your feedback, Christian. We appreciate your long time membership with us, and I wanted to make sure you know our Social Care Team is available to support our members with questions and concerns 24/7 via Navy Federal's Facebook, Instagram, and X (formerly Twitter) accounts. We're unable to provide account-specific help through social media for privacy and security reasons, but we'll always do everything we can to get our members to the right resource. If you do reach out to us on Facebook, Instagram or X, I hope you'll mention your Trustpilot review, so the person who receives your message can get up to speed on your concerns as quickly as possible.
Kai,
Navy Federal Social Care Team
Andy is a trustworthy, knowledgeable professional. He is easy to talk to and willing to help. We are thankful to be working with him
Reply from Navy Federal Credit Union2026-08-04
Kelli, thank you so much for sharing your feedback! I'm happy to hear you've had a good experience with us so far. We'd be happy to relay your kind words to Andy and his management team. We look forward to more opportunities to serve you!
Emma,
Navy Federal Social Care Team
L
Lori G · 1 review · Experienced 2026-08-04 ·
★★★★★
The Customer Service is Horrible
The customer service is horrible when calling in. The representative hang up on customers ALL THE TIME
Reply from Navy Federal Credit Union2026-08-04
Thank you for sharing your feedback, Lori. I wanted to make sure you know our Social Care Team is available to support our members with questions and concerns 24/7 via Navy Federal's Facebook, Instagram, and X (formerly Twitter) accounts. We're unable to provide account-specific help through social media for privacy and security reasons, but we'll always do everything we can to get our members to the right resource. If you do reach out to us on Facebook, Instagram or X, I hope you'll mention your Trustpilot review, so the person who receives your message can get up to speed on your concerns as quickly as possible.
Kai,
Navy Federal Social Care Team
At first I had a Loan Officer that seemed like a new employee, and it was making the process somewhat difficult (new home purchase), however, after speaking with a supervisor and getting a different officer on it, it was the smoothest process i could ever hope for. 10 out of 10!!!!
Reply from Navy Federal Credit Union2026-08-04
Thank you so much for sharing your mortgage experience, Clayton! We love hearing that our members have received the world-class service we seek to provide, and we're proud you're a part of our Navy Federal family. We'll be glad to share this compliment with the employee that assisted you and their management team.
Kai,
Navy Federal Social Care Team
Once you become familiar with the system it is intuitive and easy to use. I have no problem checking the status of my investments and making trades.
Reply from Navy Federal Credit Union2026-08-04
Thank you for your feedback, Maurice! We appreciate you taking the time to share your experience, and are excited to have more opportunities to serve you in the future!
Craig,
Navy Federal Social Care Team
Keenan, I'm sorry to hear you haven't had a good experience with us. If you have questions about your accounts, please give us a call so a representative can investigate. We're available 24/7 at 1-888-842-6328, and we'd definitely like an opportunity to determine what happened in your situation.
Jessica,
Navy Federal Social Care Team
His recommendations have always led to profits that allowed us to purchase a new car, new roof, and home renovations. He has responded to our requests and continues to provide solid advice.
Reply from Navy Federal Credit Union2026-08-04
Thank you so much for sharing your experience, Scott! We love hearing that our members have received the world-class service we seek to provide, and we're proud you're a part of our Navy Federal family. We'll be glad to share this compliment with the employee that assisted you and their management team.
Kai,
Navy Federal Social Care Team
Trustworthy and wide range of product and services offered. The only disappointment was the awkward ane slightly difficult process of transferring funds from NFCU account(s) to external accounts.
Reply from Navy Federal Credit Union2026-08-04
Zach, thanks so much for sharing your feedback! We're proud to have you as part of our Navy Federal family, and we look forward to future opportunities to serve you!
Sage,
Navy Federal's Social Care Team
We're happy to be here for you, Jose! Thanks for taking the time to leave a review and being a part of our Navy Federal family.
Dakota,
Navy Federal Social Care Team
Lisa and Danielle kept me informed throughout the whole process. Even under tight timelines, they helped me feel calm and assured that I’d close on time.
Reply from Navy Federal Credit Union2026-08-04
That's great to hear, Joseph! Thank you for taking the time to leave us a review!
Hayden,
Navy Federal Social Care Team
NFCU’s Customer Service is fantastic! Usually they have the best loan rates. If one has trouble online, their personnel are just a phone call away.
Reply from Navy Federal Credit Union2026-08-04
This is so great to hear Roy — thank you for sharing your feedback! We aim for world-class member experiences, and we're so pleased to know you've had great experiences. We look forward to our next opportunity to serve you!
Sage,
Navy Federal's Social Care Team
Communication with bank was incredibly slow. Heard from our representative maybe once a week. The appraiser they used was a joke.
Reply from Navy Federal Credit Union2026-08-04
Thank you for taking the time to provide candid feedback. I'm sorry to hear you didn't have a positive experience with the mortgage process and communication. I'll be sure that your feedback reaches the right team, so it can be considered for future improvements. Thank you again for your review.
Lydia,
Navy Federal Social Care Team
I love this card, I will be faithful to accompany that have been nothing but nice to me. I love this card and I was trying to get improvement for a higher amount of money, but they are taking their time so hopefully one day I will be able my credit up using this card for many more years to come.
Reply from Navy Federal Credit Union2026-08-04
Ronald, thanks so much for taking the time to leave your feedback for us! We're so happy to hear about your positive experience with your card. We're looking forward to our next opportunity to serve you!
Sage,
Navy Federal's Social Care Team
