Navy Federal Credit Union in Tacoma, WA

This branch is always very helpful and courteous.

I recently had a problem with NFCU regarding a large double payment on a VISA credit card. When attempting to make my payment online I encountered a browser problem and it appeared that the first attempt was not successful, I attempted a second time and received a confirmation of the payment. I discovered later that the payment pulled twice and contacted NFCU to reverse one of the payments. Out of the 20 credit card accounts I have across different financial institutions, NFCU is the only one that doesn't show a payment under its pending transactions. Both the contact center and the rep responding via secured message basically told me that in order to return one of the payments I either needed to wait at least 7 days or conference in my other institution to confirm the payment left the account. It just so happens that I am a supervisor for the other financial institution ( another large credit union) and I am well aware that this policy is in place to minimize risk of loss to the institution. For me it is an extreme inconvenience based on my commute and the hours that our contact center is open to conference in to confirm this between both institutions. I asked several times for an exception to this policy be made due to the inconvenience posed and was specifically told that NFCU supervisors have absolutely no authority whatsoever to make this policy exception. As a supervisor, I am well aware of the role policies play in risk management. I am also aware that every situation is unique and presents a different degree of risk. As a supervisor, part of my job is to evaluate every situation, gauge the risk to the credit union and made a sound decision based upon the information presented. The information available to NFCU in this situation is as follows: I have been a member for 4 years, NFCU has extended to me $86000 in available revolving credit of which I had a $1200 balance, I run 20-30k through my NFCU cards every year and generally pay in full. The double payment I was requesting returned was for $1200. The reason NFCU would not accommodate my request is simple; They are minimizing the risk that my $1200 ACH payment will be returned, therefore causing a potential loss to them. Based on the information available to them I think it is quite obvious my request posed little to no risk. I now have a credit balance on the card, effectively giving Navy Federal an interest free loan at my expense. Either NFCU flat out lied when they stated there is absolutely no exception to this particular policy OR they do not allow their supervisors and managers to make sound judgement calls when evaluating member requests like this. Either way I find the whole experience disturbing, rigid and demonstrates a complete lack of focus on the member experience at NFCU. I am very disappointed, glad NFCU is NOT my primary financial institution and based on this experience I will stop recommending them for any services moving forward.

I love this location, they are kind and customer service is awesome here! They helped an elderly group out and they were so pleased! Thank you!