Navy Federal Credit Union, Frederick, MD

Awesome service! Very cordial and great attention to detail when serving you! Great job Navy Federal! Always a pleasure doing my business there!

Asking for large bills to travel was considered a privilege by the branch manager. Do business where you are appreciated.

I was completely disappointed with the Frederick location today, they refused to let me make a payment in person without giving them 2 ID'S. I gave the my bank card that has my picture on it, and my driver's license and was told that wouldn't work and needed a second ID. I asked to see the policy that says that and management couldn't provide it saying it was an Inturnal policy and could not show me. This place has hit a new low, I pretty sure they did it for personal reasons. So I found my Maryland HQL license that has my name on it and went back and forth for way to long but they finally let me make my payment. I do not recommend this bank.

Will never bank anywhere else. Have account with USAA which I love them as well but the banking side for USAA has room for great improvement. Navy Federal is by far outstanding. Can not say enough great things about this branch. Always clean and kind. In and out quickly. If you need auto loan this is best option. I will always bank with Navy Federal. Only negative is wish they had more branches but they are awesome.

I exceeded the character limit with my full review, but I'll be posting that on their other social media profiles. During my refinance I was lied to by management, given the most unprofessional customer service from my loan officer, and was bait and switched by the same department. Two of the three managers I spoke with agreed that the situation was unacceptable and that Navy was at fault. The third manager, Richard Kiel, lied directly to my face and said that the error was caused by a system glitch. What actually happened was that their loan officers and assistants entered the information on my loan incorrectly and didn't contact me to tell me why. They just left it for the next person who would be handling the file. They violated their Fiduciary Responsibility and I cannot, in good faith, recommend them to anyone. Given the quality of Richard Kiel's demeanor and lack of ethics, it's no wonder their customer service is this bad. A team is a direct reflection of their management, and the reflection is ugly.

After living in locations for years without a physical bank, I thought I would be more pleased with my experience today. I didn't feel positive about doing my banking there nor did it make me want to come back. To be honest, the customer service was underwhelming and disappointing. I'll be spending the weekend researching other branches to possibly bank with.

Let’s be honest, taking time out your day off to go sit down at the bank may not be the most joyful thing to do. Thanks to Garrett Mitchell, the entire experience was above & beyond joyful. Deciding to become a new member with Navy Federal, I filled out the application online beforehand & the server went down. Not letting me login & leaving me in confusion and forcing me to go to the store. Upon arrival, I expected casual customer service and honestly, a plain but calm energy inside the bank. From the moment I stepped into Garrett’s office, I was greeted with respect and an upbeat energy. Instantly I felt welcomed. As I explained the online issue, Garrett was able to handle the problem in less than a minute. I didn’t even have to touch my phone. After we fixed that, I discussed my desire to refinance my auto loan. Garrett took me through the process easily, confidently, concise & genuine. I didn’t feel any bit of a false intention. I mentioned to him that I was a bit on a time crunch for my day & wondered if this would be a long process or we could take care of the refinance Quickly. Garrett was so experienced with Navy Federals mobile application going from screen to screen, educating me on the whole operation, he quickly called my auto loan company & got the answers I was looking for when asking him about certain things to fill out. The man didn’t miss a beat. I recommend my close friends and family members to see Garrett if they want outstanding customer service, respect & confidence when visiting Navy Federal in Frederick.

I’ve only been to the branch twice. Both times received excellent service and left with all tasks accomplished. I just wish they had a branch in Western Maryland and NE West Virginia. Martinsburg would be an excellent location near the the VA.