Consumer complaint received 2024-02-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: NAVY FEDERAL CREDIT UNION
State: MO

Complaint narrative:
Regarding Navy Federal Credit Union : I am a XXXX year old retiree who has been a member of Navy Federal Credit Union for more than XXXX  years. 

Recently, NFCU changed their website. The " classic '' website worked well and provided information in a way that matched the monthly statements. The format matched typical financial records. The " new '' website does not do this and is difficult to use. For a period of time, NFCU left the " classic '' website available and members, including myself, used the " classic '' website while providing feedback regarding all of the problems with the " new '' website. Recently, NFCU took away the " classic '' website thereby forcing members to use the " new '' website.

I am very cautious with my accounts at NFCU because recently I was a victim of theft when a NFCU employee accessed my accounts and also the " password files '' and was able to transfer money from my accounts to themselves. It is now my practice to check my accounts on nearly a daily basis as well as receive text notifications regarding all transactions. 

Today ( XX/XX/XXXX ), I signed onto the NFCU " new '' website. I was shocked to discover that my checking account and debit card were missing XXXX  months of transactions. Based on the website, the last transaction on my checking account using my debit card was dated XX/XX/XXXX. As I save my receipts, I know that I made XXXX transactions using my debit card in XX/XX/XXXX and I also have made XXXX transactions using my debit card thus far in XXXX, XXXX. None of these transactions were showing on the " new '' website. 

Why aren't these transactions showing on the NFCU website? I repeat that I know that the transactions happened because I have the text notifications on my phone. How do I, or any member, monitor their accounts when the NFCU website is so far out of date? 

I discovered a similar problem with my XXXX credit card provided by NFCU. 

After XXXX  years as a loyal member of NFCU, I no longer trust this credit union. Even when they may " fix '' the new website, it is quite useless and nearly impossible to accurately balance one 's accounts due to the abbreviated format. Now, at XXXX years, I feel I need to find another financial institution, move everything from my NFCU accounts to new accounts, change all of my auto-payments and direct deposits. How many other people may find such tasks as daunting?

The purpose of financial websites is to provide nearly immediate information regarding any account. There is no excuse for my checking account to be missing all my transactions since XX/XX/XXXX. 

NFCU has a fiduciary responsibility to provide accurate financial information to its members XXXX XXXX XXXX. NO EXCUSES- THIS IS OUR MONEY! If that requires NFCU to maintain the " classic '' website while it tries to debug their new system, then that needs to be done.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation