Consumer complaint received 2026-06-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: NAVY FEDERAL CREDIT UNION
State: SC

Complaint narrative:
It cost me {$35.00} USD to make a call per XXXX minutes. As I am in another country. I called in initially to have NFCU use my phone number on the cards they were sending me as they put their phone number. XXXX will not contact them as it is international and sends the card back. I was told NFCU did not do this and since XXXX already told me they only input what the sender gives them it was clear i was lied to. I also wanted to know why NFCU also lying when they told me my account was new and I had no credit history with them. As I have been with them for 23 years and just last year hand a credit card with a XXXX limit. And a credit card supervisor named XXXX confirmed I had years of credit history with them and over a XXXX XXXX XXXX. She said, " I see no reason for only a {$500.00} credit limit ''. When I asked for the supervisor I was hung up on, then I called back, hung on again. I called back. The first line rep said she would get me to a supervisor. When I was transferred to a " supervisor '' she was rude, talked over me, did not let me explain everything. She would only stick to her script and would not address any of my concerns in regards to having years of credit history with NFCU or them inputting NFUC number on the fedex package. I also asked for the employees names who hung up on me. I asked if she could transfer me to another supervisor willing to go off script as it was clear she was reading from one and refused to address the actual issues. I am also as I said calling from another country and have to use wifi, so there is a delay. Due to already going on 2.3 hrs of no progress I attempted to tell the " supervisor '' she was not addressing the questions and she called me rude for cutting her off. yet she did cut me off literally every time I spoke. She told me she was going to hang up on me, so I asked for her name and said I would contact NFCU regulators if she did. She said her name was mama, and hung up on me. I called back and a very sweet lady named XXXX confirmed I did not speak with a supervisor as she looked in the system notes and saw how i spoke with that day so far. I said how do you know, she said, the names are input automatically via software when a person takes a call over. I then clarified, I was tricked by a first line rep who pretended to be a supervisor. She said, " yes '' unfortunately. Then she transferred me to a supervisor named XXXX. who claimed she could not give me any names in regards to the employee pretending to be a supervisor who hung up on me or any of the other employees who hung up on me. XXXX did not hang up on me, but I did lose signal. However, she did figure out the issue with NFCU phone number being the contact number on the packages instead of mine. A 3rd party issue it seems. But she could not tell me why underwriting was refusing to use years of credit history from their own records and accounts. I think it is because they can issue me a criminally high interest rate on a card which I believe to be fraud and despicable business practice.

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