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Initial Complaint
02/04/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had things that already came out of my account (I checked my app to make sure) and at the time I still had funds I knew that I needed to transfer money to pay a bill to cover the billing. The bank charged me multiple fees for things that already had come out prior to the large amount so they took the large amount of my account and then billed me for all the smaller purchases creating multiple overdraft fees. It was unnecessary and the other amounts came out prior to the large bill This is fraudulent and unacceptable 4 over draft fees need to be returned the purchases occurred even prior to the auto debit
Business response
03/01/2023
Thank you for reaching out to us with your concerns. A member of our management team has attempted to reach you a couple of times to discuss your concerns, since we are unable to discuss specific account details via this forum. Please reach out to us so that we may discuss this in more detail.
Business response
03/14/2023
Thank you for reaching out to us with your concerns. I understand that you have since spoken with a member service representative and they were able to resolve the issue to your satisfaction.
Customer response
03/15/2023
[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: I spoke with a representative regarding another concern not the attached this fee is still pending a response. The banking screenshot shows that this was not supposed to be charged. Please credit the wrongfully billed over draft fee

Regards,

***********************
Business response
04/10/2023
As a courtesy, we have refunded the fee as requested. In the future, we ask that you contact us directly prior to opening a case, so that we can review your account with you in detail. Thank you for reaching out to us with your concerns.
Initial Complaint
01/29/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I signed up for a 49 month CD. I was only required to deposit $10,000 to open the CD. I opted to deposit $250,000. Approximately 9 months later, I decided to withdraw $240,000 and leave $10,000. I was told if I made a withdrawal, I would lose all interest that was earned even if I left the $10,000. Therefore, I opted to withdraw all funds. $250,000 (my original deposit) was returned to me and not a penny over that amount. NASA FCU has sent me a 1099-INT (Interest Income) that indicated I received interest income of $863.00. Therefore, I am suppose to report to IRS that I received income that I didn't receive! NASA FCU didn't pay me one cent for using my funds. Yet, they claimed they paid me $863!
Business response
02/13/2023
Thank you for reaching out to us with your concerns. I understand you have spoken with a member of our management team, and they were able to address the concern as well as direct you to some additional resources providing verification of the same information with more details.
Customer response
02/14/2023
[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: I was not paid the $863.80 shown on the Form 1099-INT. Yet, NASA FCU expects me to pay interest on funds that were never paid to me. The person that called kept repeating that I earned the interest. But it was never paid to me. I was refunded the exact amount of money that was initially deposited into the account. Why have they refused to show me proof that I was paid the interest they indicated that I earned.
The response is false and therefore rejected!
Regards,

*****************
Initial Complaint
01/13/2023
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
To whom this may concern, I am writing to request the removal of unauthorized credit inquiries on my ******** and ********** credit reports. My latest credit report shows 2 inquiries made by your company on 11/21 and 11/22/2022 I have no business with your company and I didn't inquire about any credit card, loan, or any particular product or business with your company. Since there is no business or obligation to your company requesting that the inquiries become removed immediately.
Business response
02/15/2023
Thank you for reaching out to us with your concerns. We have reviewed your claim and determined that the reported information is accurate. If you have any additional questions or would like to discuss this matter further, please reach out to us directly, as we cannot include detailed or sensitive information in this response.
Customer response
02/19/2023
[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 I have no open account or business with company requesting deletion asap

Regards,

***********************************
Initial Complaint
11/06/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
nasa fcu sent me a pre approved credit card but when i but in for it they turn me down i thank that is unfair to disable veterans
Business response
11/21/2022
Thank you for reaching out to us with your concerns. Upon verification of the information you provided, we were unable to approve your application. This denial was based solely on standard underwriting criteria and an Adverse Action Notice, with a detailed explanation of your loan decision, was provided to you in writing. if you would like to discuss this further, we encourage you to reach out to us by phone; for privacy reasons, we cannot discuss account specifics via this forum.
Customer response
11/27/2022
[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:

Regards,

************ *******
Initial Complaint
10/25/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company is the worst to ever work with. They took away bill pay options which were for conveniently flaunted in front of me when I first joined, such as paying by credit card, debit card, or over the phone payments. They took it away some months later. They then will snatch away an account option if it gets bounced back twice, even if you have in my case, tried to explain to them, it was due to identity theft- THEY DON’T CARE. I now have to send a physical check via my bank account every month and it is consistently inconsistent. I have no idea who checks their mail but it’ll get deposited anywhere from 7 to 10 business days which means you’ll always be late. Every time I’ve spoken to someone on the phone, I’ve heard toilets flushing, kids crying, dogs barking, dinner being made in the back – it is the most unprofessional conduct I have ever experienced. Meanwhile, all I’m trying to do is pay my bill. I cannot wait to leave this place and I’m so frustrated I am looking to leave a a little over a year later. Don’t come here! You will 100% regret it.
Business response
11/21/2022
Thank you for reaching out to us with your concerns. Your electronic payment services were disabled due to multiple returns, and we provided notice to you in writing. Your services have since been restored; however, if you incur two or more additional returned payments, the service will be automatically suspended.
Initial Complaint
08/23/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In my lifelong attempt to pay all my bills on time, I use phone apps to complete most of my billing transactions. The NASA FCU app BillPay+ section of the app does not work, and has not worked since I refinanced through NASA FCU. This is an unacceptable amount of time to have passed to get a simple app working correctly. If they'd like to hire me, I can fix it for them, but I do not work for them, so someone who currently works for them needs to fix it immediately. One other method of bill payment is available on the app. It maintains the flawed premise of using a bank account and routing number (a process that takes three days at least to remove the money from a bank account), when in this, The Year of Our Lord Two Thousand Twenty-Two, debit card numbers AND instant transactions are the norm. I characterize NASA FCU as being both lazy and unprofessional in their attempts to modernize. I expect much more from an organization that goes to outer space.
Business response
09/15/2022
You have since spoken with one of our representatives, at which time, they reviewed the various electronic payment options that are available and answered the questions that you had. I understand that you are satisfied with this outcome. Please feel free to reach out to us directly with any additional concerns.
Initial Complaint
08/21/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Applied for membership online at NASA Federal Credit Union on 08/16/2022. in order to open an IRA account offered for 15 months at a rate of 3.75%. Was advised that a response would be issued from 24 to 48 hours. I am a member of ******** ********* Credit Union and they are offering me a good rate, not as good as NASA, but I have to act quickly. NASA requested me to become a member of *** and pay membership of $5.00 which I did, using a credit card. Then, they requested I download a copy of my social security card, drivers license, and utility bill, which I did immediately. They also requested I unfreeze ******** Credit account, which I did immediately. I called the customer service department and was advised that they had pulled the credit report and all the downloaded documents were received. The online e-mails also acknowledged receiving the documents and being able to pull the credit report. Yesterday, 4 days after, I got an e-mail telling me to download the documents and unfreeze the credit report. Again, I called the customer service department and was told to just ignore future e-mails. Meanwhile, I am going to miss the opportunity with my ******** ********* Credit Union offered rate. And, what happens with all the highly personal and private documentation I sent via e-mail if not accepted or I have to cancel the application??? I'm extremely concerned since the freeze is there because my identity was stolen in 2016 and accounts were open under my name and thousands of dollars were charged to said accounts. Never mind the headaches to clear the matter. Also, my almost perfect FICO score will be affected if inquiries continue to be made. Hence, I never ask to open accounts anywhere for that very same reason. This inquiry will affect my score and I might not even get the rewards I expected. I am losing already.
Business response
09/15/2022
I understand that you have since spoken with one of our representatives and the issue has been resolved to your satisfaction. Please feel free to reach out to us directly with any additional concerns.
Customer response
09/17/2022
[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
05/16/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a member of Nasa Federal Credit Union. Several months ago, my mother opened an account with Nasa FCU because of the great benefits this credit union has to offer. English is a second language for my mother and sis embarrassed of her poor proficiency of the language. Like many immigrants, mom uses her child to speak for her (with permission). With her permission, I complete all necessary paperwork for her and made calls on her behalf. Unfortunately, I completed the paperwork incorrectly. Mom has 2 name variations due to immigration shortening her name when she immigrated to the United States. This is explainable and understandable to anyone that is culturally aware. Approximately 2 weeks ago, I found out that security believed mom's accounts to be fraudulent. I was told that mom: "was deceased since 2009, Social Security confirmed mom is deceased, mom does not own her home, I was taking on a second identity, etc." I didn't know what to say to this information. I was asked to provide identification for both mom and me. All identification was provided, plus additional communication. Security never called back after receiving the documents to speak with my mother for explanation and/or clarification. Instead, Robert H*** with Nasa Federal Credit Union's Security Department sent a letter closing mom's accounts. Despite our attempts to speak with a supervisor at Nasa FCU, I keep being transferred to Mr. H***, who continues to make accusations and assumptions that I and my mother find incorrect and offensive. Mr. H*** chose to rely on the internet for his fact checking and was not interested in obtaining the facts from their customer directly. Since mom's situation is considered unique, banks in the past have had the same concerns as Nasa FCU. However, Navy Federal Credit Union and ***** Bank all had the respect to reach out and speak with us; obtain any necessary documentation and help us arrange a Power of Attorney for their institution to avoid future issues.
Business response
06/08/2022
All financial institutions are required to take extensive steps to verify the information provided during the application process. As stated on the notice provided to you, we were unable to authenticate information provided on the application. Additionally, we have information that indicates that the aforementioned application includes misrepresented or invalid information. As required you were provided with a detailed notice outlining the action taken and the reasons for said action.
Customer response
06/10/2022
[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 financial institution refused to speak with their customer, my mother to 1) obtain clarification and 2) obtain information from customer's attorney proving that the information provided was in fact accurate. For example, attorney has documentation regarding the ownership of home and incorporation documents. At this point, I am not asking Nasa FCU to do anything further and understand the accounts are closed. However, I'm disappointed in the unprofessional way the bank handled this matter and believe that my mother is being discriminated against due to sharing a name with me. I thank the BBB for trying to help us.

Regards,

***********************
Initial Complaint
05/06/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have had numerous issues with my credit card with this bank. They have refused to apply the fair credit billing act law passed in 1975 in regards to creditors and merchants. Each time I have filed a dispute I have supplied all required documentation and visible proof to support my claim. I have been repeatedly denied and forced to pay. To protect my excellent credit and my clearance I have paid my credit card bill (even though I shouldn’t have been charged). This is ridiculous and unfair to me as the credit holder.
Business response
05/31/2022
We are requesting additional time to respond.
Business response
06/01/2022
In your complaint, you referenced the Fair Credit Billing Act. The Fair Credit Billing Act details the rights you have as a consumer to dispute transactions -- and it requires financial institutions to provide an avenue for consumers to file a dispute, which we have here at NASA FCU. According to our records, you have recently submitted multiple disputes on your account. One of the disputes was resolved by way of the merchant providing a refund to your account. Another dispute was initially denied because you did not provide the transaction documentation that we requested -- and you ultimately withdrew the dispute. The remaining dispute was denied because the merchant was able to provide extensive support substantiating the transaction and agreed upon terms. In all cases, the disputes were handled in accordance with regulatory requirements. Thank you for reaching out to us with your concerns and we look forward to continuing to serve you.
Customer response
06/03/2022
[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:I have asked numerous times for my account to be credited. NASAFCU has been non-supportive, rude, and unwilling to support my dispute. I have asked to be referred to the corporate office numerous times via email and over the phone. I have contacted ***** in regards to the services and that is totally different from my dispute with the bank. I was not charged accurately by the merchant and I submitted all required documentation to NASA numerous of times. The manager was rude, dismissive, and bias. I truly feel my dispute should be honored and sticking to the law that was presented. NASA has not honored me as a customer and I am not acceptance of the banks reply.

Regards,

***********************
Initial Complaint
05/05/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This issue occurred the first week of May of 2022. I had a saving account with nasa federal credit union that was closed without notice or consent. I had a bankruptcy back in 2013 and a credit card with nasa was included in the bankruptcy declaration. I was a member for many years there after. I had a life insurance product that draws from the now closed saving account on a quarterly basis. I spoke with Barry H********* at ******************** because no one in the entire company was able help me or explain with clarity what was going on with my account as I had receiveda final payout from my closed saving account. Mr H******* was very condescending when answer my many questions and would deflect questions and give vague answers, never a direct yes or no. At the end of a pointless conversation, I only requested official documentation stating nasa fcu with severing ties with me and deleting my membership completely so that I would be reassured my personal data would be deleted and my linked outside banking institution information removed. Mr H******* stated he did have to so anything to help me and that indeed the ties were severed. Yet I was still able to log onto my account although Mr H******** states I wasn't listen to him and I that I was already dismissed as a member. Yet I still had access to my account with a deleted, non showing saving account. As I gave Mr H****** facts of my situation and my ability to still access my member account, he stated I was entitled to my opinion yet it was factual. He was a very ignorant, condescending representative of nasa fcu. I ended the call because it was going no where. Nasa should hire a better caliber of personnel and not morons.
Business response
05/31/2022
According to our records, this account should have originally been closed in 2014 due to the status of the account. The account remained open in error; this was discovered in April of 2022, at which time the account was closed and the remaining funds were mailed to you. When you inquired as to the status of your account, it was explained to you that we are unable to have written or verbal communication with you, due to bankruptcy statutory requirements -- as any communication could be misconstrued as an an attempt to collect a debt. Your call should have been escalated to a member of management at the time of your inquiry. We apologize that this did not occur. To confirm, your account is closed and funds were sent to you by mail.
Customer response
06/01/2022
[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: Nasa failed to provided me with proper customer service by not answering direct questions with a simple yes or no, deflecting questions. I was subject to a condescending, rude and unapologetic staff member, Barry Henry. NASA admitted an error on NASA's part over the last 8 years just proves their incompetence throughout the organization. Their suggestion to "escalate" my issue was all made impossible by the man I spoke with on the phone, Mr. Barry H****. Mr Barry H**** made it abundantly clear the buck stops with him. So NASA's suggestion is futile. Barry H**** told me that any call I made to NASA would result in my call being routed back to him. What an abuse of power. The public and NASA members needs to be made aware of such employees and lack of professionalism. My last request is that my compliant be made public and kept as a stain on NASA public books. After 8 years of error on NASA's part, I now have no life insurance and have to shop around again in order to protect myself and my family. The account I had with NASA also provided this additional product that I paid every quarter for the last 8 years!

Regards,

*******************

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