Description: The website is about nfcu login. The author shares his horrendous experience with NFCU’s Main Call Center. He shares this experience to people to let them know about this and he also wants NFCU main call canter can take this thing seriously.
This is something I haven’t tried,I don’t think I have tried that ever. But I’m going to do it because I got a hurdle in frustration and I think it needs to be said,this is the profession that I try to work in. I’ve been a longtime member of Navy Federal Credit Union,I worked here,I was a contractor with the Department of the Navy back in the late 2000s and managed to get myself an account. It’s a diamond platinum standard of credit union provider.
I always been happy and amazed about the service that they offered,I feel amazed about their digital tools,they come to credit unions in general,they are a truly global organization,they’re servicing members of the military all across the globe.
You can call their call center anytime 24/7,there is always a us-based person usually in Pensacola Florida or in Northern Virginia,he will pick up the phone literally within a minute if it rings sometimes. They are ready to serve all the time 24/7 whenever that happens,they do things which are great for military people that I get to benefit from.
I’m always happy with Navy Federal,I’m certainly not going anywhere in fact I’m going to take the time to record this because I care enough about that they can be successful and continu to be great for me. This morning I got a weird call over an hour ago,it was from an 1-800 number that I did not recognize.
It was a recorded robotic voice,this was navy federal calling in regards to one of my accounts. It said if this is Jeremy W Haverly,please press 1,for security reasons please identify yourself by typing in your billing zip code. Anybody in this modern world knows that you don’t take a call from a random 800 number and give information into an automated system to quote identify yourself for an urgent message about your accounts.
So I hung up the phone after pressing a few buttons to see if I could figure out who these scamsters were. I hung up the phone and I called Federal’s main 800 number,I called to one of the main call center representative,I gave her all the information that she needed form me.
I got a call it seemed weird,I’m sure it’s a scam,I want to make sure is there any reason you would give me a call? The answer is no. Is there any mistakes on any of my business accounts that you might give me a call? That’s a different system,let me go look in there. The answer is still no. She said nothing happened on my business accounts and I should definitely report that number and block that number,that wasn’t us calling you.
So I kept looking,I looked around online for 30 to 40 minutes trying to figure out what happened. I’m going to help them try to research this so they can stop it. I dialed the number back and it eventually got me into a call center where someone said that they were at Navy Federal.
I’m still uncertain about it,I called and thought that it could be somebody who was pretending to be the person in the Navy Federal. But it sounded like one of the women that I normally get on the phone and she said she was in Pensacola.
She said that she can’t help me unless I can give her information understandably,she said that they would give me the main collections number and I looked it up on the website,I called back,I identified myself finally I found out that in fact collections is trying to call me,apparently I made the $20 payment on my credit card and it was 10 days late.
I logged into my account dashboard,I scrolled down to where it says all my accounts in a list and it showed that there was a $40 payment due on September 24th. He told me that my monthly payments is $20,it’s 40 because you missed the month. I said to the man that I’ve always thought that the monthly payment was $40 so I’ve probably only been paying it every other month,that’s what I always see in my dashboard.
I even clicked into the account on the main page for that credit card,there is zero indication that anything is amiss with the account,it only says that there’s a $40 payment due September 24th. There’s no indication on my online dashboard that something is amiss with my accounts,that collections is trying to call me because my credit card is past due.
Then I called into the main number in the call center on my first call,she looked all all my information and she couldn’t see that there was anybody trying to call me at a collection. Now the man in collections admitted that their main call center doesn’t have access to collections,that’s for privacy reasons.
I said they should at least be able to say that we were calling you,we need to connect you to that department,we don’t have any other information,you have to talk to them. I’ve been dealing with that in any other bank in the world. Any person in the world knows you don’t answer your phone from collections that’s telling you to identify yourself about an important message about your account,nobody does that.
I gave as much feedback as I could to the man,he kept saying that he would make sure and note my feedback in my account. I passionately told him no don’t note it in my account,you need to go take this as your thing and find a leader who has power of this and give this feedback to him. You can give this feedback to your call center.
I didn’t know what you want to tell me if you sent out a weird robot call to me,that’s a totally against all best practices of customer experience privacy and security. Then I called back,I can’t even find it out from your call center,I looked online to see what the problem was,it was an issue that I could not find out by myself unless I would have answered your weird collections call or known to call back into collections.
This is terrible all-around experience for this particular instance Navy Federal Credit Union. They’re usually great,I gave as much feedback as possible and I’m going to go ahead and post this online to see what happens. This is my profession,I take this customer experience management seriously,the digital user experience and the user interface didn’t tell me any of this online.
Here I am spending time with frustration and confusion,I am afraid of my financial well-being,I am afraid this can be an identity theft situation,I don’t know what’s going on here. I’m certainly not going anywhere and I am always glad to be a great customer.