Complaints

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/13, I noticed NASA added auto insurance to my auto loan. I called to discuss the matter only to reach a very nasty, unprofessional and rude individual who refuse to let me speak or make my point. I tried to explain to NASA the motor went out in the truck and the truck was salvaged. The representative was so rude I couldnt get the matter straight. I explained to NASA even thought I dont have the truck I agreed to still make the monthly payment. NASA stated they placed insurance on my loan even thought the truck is salvaged. This makes absolutely no sense. This is the worse banking institution in the world..

  Business response

  10/12/2023

  Thank you for reaching out to us with your concerns.  We require comprehensive & collision insurance for all vehicle loans.  Information you provided us only showed comprehensive insurance was in place. Additionally, the insurance company we were aware of verified the vehicle was no longer on the policy as of a specific date.  Hence without information on another provider or policy in place, we had insurance placed on the vehicle.You called and verbally told us the vehicle had been salvaged, however to date,we have not received documentation to that effect and the security interest filing is still being held by our title vendor. We encourage you to reach out to us, as there are a couple options available to you to alleviate the need for the insurance we placed on the vehicle. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want my account closed. My online access was blocked a Year ago. I assumed the account was closed then. However, I keep receiving bank statements for the savings account. I called last week and was told I needed to verify my identity to close the account. Fine. You want an email confirmation (for an email account that no longer exists) or phone verification (for a phone number that I couldn't port to my current phone service). I asked to speak with a manager. I was told "they're all busy", and "they're probably in a meeting", and "she'll call you back later today". It's been about a week and "she" (whoever that is) never called me back. The only response I've received is a postal letter delivered today (about an hour ago now) from your business stating that if I don't give you more money, I will incur an "inactivity" fee. I can't see my bank accounts, you blocked my web access. I'm not giving you my new bank information over the phone, where I can't screenshot or record, or have any records. I'm not giving you more money for an account I already told you to close. Also, an email or mobile number is NOT secure verification for a financial account. I offered to email or fax over a copy of my State ID and/or Social Security number. That is proper verification. I expect a courteous and thorough response resulting in the closure of this account. You will Never get a Penny more from me. After all, you can't get blood from a stone. This message was also submitted via your website about 20-30 minutes ago. Also, your response will determine just how many government agencies I Report you to.

  Business response

  08/29/2023

  Thank you for reaching out to us with your concerns. Our Call Center Manager reached out to you on August 28, 2023.  It is my understanding the Manager apologized for any inconvenience, closed your account as requested resolving the issue to your satisfaction.      

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I applied to open a new account a couple of days ago and I sent a message via NFCUs app and received the following rude and unprofessional response back from the unknown rep who responded: "[7/27/2023 10:39:59 AM] NASA FEDERAL CREDIT ...: As we explained earlier, we continue to experience very high volumes so the wait time is far longer than normal, as can be expected, and we cannot provide an ETA at this time though your rate is being held. We are doing everything in our power to work through the requests in a timely manner. If you are unable to wait and wish to cancel your application, you may do so here." If this is the kind of customer service I'm getting and I haven't even established an account yet then I'm sure it won't get any better afterwards. Ridiculous.

  Business response

  08/18/2023

  We would like to apologize for the experience.  With your feedback, we have implemented changes to the messaging.   Its through communications such as yours, that we can continue to refine touchpoints for member service and we appreciate you sharing your concerns with us. 
  

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the 3rd time now, I have money missing as well as transactions (balances) that dont add up (more than what I KNOW was there). Also, their transaction keeping is all over the place. Theyre far from chronological order. This Wednesday night (6/28) at approx. 11:02p.m. ET, I made a purchase on ***.com for $120.67my balance in my acct. was $124, purchase goes through and I have $4 left. I wake up the next day at 8a.m., I see the $4 balance, 2hrs later, I notice a balance of $26. I dont know where the $22 came from. I also see a charge from the hotel of $49. The booking was for the *****. I get informed by the hotel last night (29) that the funds werent paid. Im shocked. So now the question is, WHERE IS THE MONEY???? And before this bank tries to explain away with the whole, we process them as we get them bs, explain how that happens and the $49 charge was AFTER on the 29. Prime example is the deposit you see that says the 29, but it was actually done INSTANT deposit from my employer app on the 28. Why does it have the date of the 29 on it and its under transactions for the 28? I dont know whos doing the accounting for this bank but this isnt the first time. Another time happened 2weeks ago. And I called in and got hung up on when I told them the balances reported were none of my balances. The *** charge isnt even showing on my transactions. So where is the money??? You can see the confirmation number and time stamp & date of when I made the purchase. And if you try to include the $49 as an excuse, WHERE IS THE REST OF THE MONEY????? $49-$124=74.01

  Business response

  07/24/2023

  Thank you for contacting us with your concerns.  After review and investigation of this account, it was determined that authorizations were placed on the account and transactions were posted as received from the merchant. 

  We understand that you spoke with a call center representative on July 3, 2023.  The representative went through the transactions posting to the account from this merchant with you and as a result, you indicated you wished to dispute some of those charges.  

  The dispute is currently in process. If you need more detailed information that we cannot post in this forum, please feel free to reach out to us. We will be in touch with you directly regarding the results of the dispute. 

• Initial Complaint

  06/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  nasa fEDERAL cREDIT UNIION showed up on my credit report today as a hard credit hit. I NEVER APPLIED TO NASA FEDERAL CREDIT UNION. Remove this inquiry from my credit report NOW!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business response

  07/12/2023

  Thank you for reaching out to us with your concerns.  On 6/24/2023 you applied for an auto refinance through AUTOPAY.  Consent to pull credit was provided at the time of the application. AUTOPAY works with several lenders, and we are one of those lenders.  The hard inquiry is valid and therefore will not be removed.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted an application for a basic savings account two weeks ago. They state that their turnaround time is 24 hrs. I waited two weeks, only to be denied, which is absolutely ridiculous as I have exceptional credit. I was not given any reason why I was denied. I reject their denial.

  Business response

  06/20/2023

  Thank you for reaching out to us with your concerns.   We were unable to approve your application for membership.  On May 18, 2023, an adverse action notice with the reasons for denial was sent to the address provided on the application.   

  Customer response

  06/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The response given in the letter mailed did not state the specific issue with the application.  I want a specific reason as I've never been rejected this kind of account.
  
  Regards,
  
  *****************************

  Business response

  06/26/2023

  Thank you for reaching out to us with your concerns.   We were unable to approve your application for membership, as we could not authenticate the information provided.  On May 18, 2023, an adverse action notice noting this reason for denial was sent to the address provided on the application.   

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The NASA Federal Credit Union sent me a pre approved credit application. It had a good balance transfer option so I completed it online. I was immediately approved. I received an email requesting a utility bill and copy of my id. I uploaded both. I then received an email stating that they could not approve me. I was already approved. I was sending in information for them to complete the process. At no time was it stating that there was a question about approval. They even gave me the amount of the card $18,000. I sent them valid information that is easily verifiable on the credit report they obtained. I have two concerns. One that my credit took a hit for a hard inquiry on a preapproved card and second most importantly that they have collected my identification for some unknown reason and open an account that I didnt want because it was tied to the credit card.

  Business response

  05/18/2023

  Thank you for reaching out to us with your concerns. According to our records, you submitted a credit card application on April 2, 2023. At this time, you consented to the inquiry on your credit report. The initial credit card approval was contingent upon the receipt and verification of all requested information. Since the application information could not be verified through routine use of third parties, such as the credit bureau and other public records used to authenticate information, we were unable to approve the application. The application was denied solely for this reason and an adverse action notice was provided, accordingly.  As for the membership account you referenced, our research confirmed that an account was not opened.  
  
  
  

   

  Customer response

  06/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: *********@***.com <*********@****com>
  Date: Mon, Jun 26, 2023 at 11:17 AM
  Subject: Re: Nasa CU Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  I do not accept the response from the business.
  
  There was no attempt to investigate and no further information offered as to the reason the application changed from approved to not approved after they received my picture identification.  My credit score is in the excellent range and my documents all matched the credit report.  They did not specify which information they could not verify and the automated system approval was overwritten by *** **** after a ****** search.  I spoke with his supervisor about the matter and was encouraged to reapply for a different response.  I only want the inquiry removed from my credit, I have no desire to do business with a company that has racists practices.
  
  Regards,
  
  ****** *****

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 16th or 17th of this year, I contacted Nasa Federal Credit Union to switch from a large monthly payment to 2 smaller biweekly payments. I set the first biweekly payment to be taken on March 20th, which it was. From that point on, I assumed the payment would come out every 2 weeks. The next payment was taken out on April 3rd as it should have been. However, on April 4th, Nasa FCU then took out the larger monthly payment as well. Today, we reached out to Nasa FCU to ask why they would take out a double payment and ask for help in resolving this issue. We were basically told that we wanted to set up double monthly payments. This is not true. When setting up the biweekly payments, I was instructed by a Nasa FCU on how to do this. I did as she instructed and thought that everything had been done correctly. Today, we were treated very rudely by the representative we spoke to. We just want to have the extra full payment returned to us as this is a mistake on behalf of Nasa FCU.

  Business response

  05/02/2023

  Thank you for reaching out to us with your concerns. I understand that you have spoken with one of our Team members they were able to resolve the issue to your satisfaction. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Loan account #******-** The loan officer gave me 2 payment amounts one with powertrain insurance $328.07 and without 289.12 which I was told I could cancel anytime. I canceled the insurance the 1st month but they will not adjust my payments

  Business response

  03/16/2023

  Thank you for reaching out to us with your concerns.  The extended warranty premium was included within the overall loan.  A refund check was received and applied to the principal balance on the loan in January 2023.   Just a reminder you can apply to refinance the existing auto loan with us one time to reduce the monthly payment if you wish.

  Customer response

  03/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There's a hard credit inquiry in my credit by your company in my ******** credit report I have no recollection of applying for any loan nor do I have any loan, or credit with your company why is there an inquiry on my credit please delete this right away.

  Business response

  03/01/2023

  Thank you for reaching out to us with your concerns.   I understand that correspondence has been sent to you and the concern has been resolved to your satisfaction.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩