Consumer complaint received 2025-07-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
On the XXXX of XXXX, XXXX, I requested {$50.00} to be transferred to my savings account through the rewards program which was the reason I accept and applied for the credit card. I noticed the funds were not available Monday XX/XX/XXXX so I called Navy Federal Credit Union ( NFCU ) to which they replied : NFCU is aware of this issue and everyone who applied for the reward refund had a XXXX digit number which is the banks routing number applied to the end of the account number which is why everyone who applied this did not receive their money. This was an internal issue and the first time it occured for my accounts. I asked when would the amount be deposited and they told me with total confidence that day Monday the XXXX of XXXX XXXX XXXX XXXX  but very likely much sooner than that. I repeated this back verbatim and it was confirmed that day, XXXX XXXX. XXXX days later Wednesday XXXX of XXXX I called to ask where the money was and a supervisor told me that the previous representative was wrong and that the funds would be deposited XXXX XX/XX/year>. 

Today XXXX, still no funds. I called again to ask whether the money was on its way and they replied they have no idea when but management knows of the issue. 

There is no plan in place for redemption besides waiting longer and currently no penalty process if the funds never arrive. This is a breach of advertisement and policy and definitely not the fault of the owners that signed into agreement with NFCU and XXXX XXXX. 

Even if the reward is paid, NFCU and XXXX XXXX, possibly other third parties, are liable for breach of contract and false advertising within a reasonable amount of time. I was informed that the issue has been fixed but have no way to check this. If it is fixed for others but not me then this is a personal breach but I fear every member is being told the funds are not available which merits further investigation into whether the bank even has the necessary cash funds on hand to distribute to their clients meaning the bank doesn't have sufficient balance to pay the rewards which may be in breach of federal guidelines. 

Upon request for more information into who if any XXXX party can be held liable, NFCU is denying access to any and all information surrounding the source of their mistake. 

While typing this message I asked my spouse to try her rewards for transfer and she is unable to access the system as it appears to be completely down where she can not accept her rewards cash offer. This could likely mean they are intentionally stalling their payment process and the issue is clearly not fixed. 

It concerns me the lack of transparency from NFCU and utterly no care or effort to rectify this process of paying their clients as agreed upon in their contract and advertising. No attempt to was ever attempted to inform clients of this mistake.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief