Consumer complaint received 2021-04-17
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
XXXX XXXX DOB : XXXX Account number : XXXX Last 4 of SS number : XXXX Todays date : XXXX I hope all is well ... 

The reason why Im writing this is for the two {$60.00} dollar fees that are on my account equaling to {$120.00}. I just want to state I do appreciate the benefits of having over draft protection thank you very much. Im asking can I get these fees back please? Half those fees that you have already gave back to me were not no fault of mines twice your ATM was not working and I was not able to deposit any money in to them and they were both on a weekend ( Its only two XXXX XXXX here in XXXX, NC they both are far from my address and one is even further ) so to me that is an bank error or fault not mines so those fees that were given back to me for that should not count against me at all by right. Iam XXXX and these fees are because of the pandemic the ones I caused due to my XXXX payments have been delayed when the virus started until now. But I promise this will be the very last time I get fees you have my word I did not do this on purpose at all the man at XXXX stated I was going to get this certain amount of money deposited in my account and it did not happen the day he stated it should be in there due to the pandemic delays I shouldnt even of got these recent fees because if I would got when he stated I would these will not had occurred. I will be getting it any day now and he promised and gave me his word and I will continue to get money every month plus my back pay. I really do apologize but I dont have that {$120.00} extra for fees I just had a newborn 3 weeks ago and I have a son. I try to explained this to 3 of your supervisor but they really didnt allow me to or really answer my questions or listen and they were extremely rude to me I would like to address that as well. One of them hung up on me. They were not even listening to what I had to say they just kept talking to me as I was a no body and my voice didnt matter they had no empathy its like they were just working and given generic responses like these fees were done on purpose this pandemic has really messed me up as well as others some ppl should have a heart I know its a job but dont be so condescending like Im nothing. Im very intelligent and I strive to do the right thing and keep my word thats one of the reasons why my credit is in the XXXX and Im so successful in certain things through out my life. I normally dont have fees ever this pandemic was the first time I ever had fees my whole life and Im about to be 35 next month. They caused me anxiety your supervisor did to the point when I got off the phone with the last one I felt extremely sick so at that point it wasnt even about the fees anymore it was about the customer service. I didnt deserve to be speak to that way or hung up on. Im speaking for myself or anyone else that has an issue with something at XXXX XXXX and needs a supervisor this needs to change not right at all. I shouldnt have pain and suffering from speaking to them on XXXX. I was literally in tears and had to take my anxiety medicine just by the way I was treated its deeper then the fees at this point. Before I became XXXX I worked at several call centers and I didnt ever treat anyone like that I pride myself in helping the customer and making it better I was always the top performer in my customer service, 42 in the nation in my customer service and even a SME for training class at XXXX XXXX  XXXX. I have even worked for XXXX XXXX XXXX. Im really still hurt by the way I was treated it is truly bothering me especially since Im XXXX and anxiety is one of my XXXX and certain things like this trigger it and make other things occur reguarding my health as well that Im not going in to. Im speaking up for me and anyone else this has been done to. Can you please give my fees back and please address this issues with your customer service with your supervisors because this truly isnt right at all especially if some of these fees were not my fault but they were treating me as it they were I felt they were extremely rude to me. I appreciate banking with XXXX XXXX and the overdraft protection I just want yall to listen, have more understanding with empathy and treat everyone good with your customer service thats all. I promise you that you have my word I will not have any more fees, again I apologize they werent my fault it was the atm and the pandemic. Thank you for your time. Have a wonderful day and please be safe. 

XXXX XXXX XXXX

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