Consumer complaint received 2020-07-15
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX Tx XXXX XXXX Dear Sir/Madam, I, XXXX XXXX, am writing you this letter in regards to the XXXX discriminatory behavior and unfair treatment that I received at your bank, Navy Federal, on XX/XX/2020. On that day, I went to the XXXX XXXX XXXX branch located at XXXX XXXX XXXX XXXX XXXX XXXX in XXXX, Tx. with my XXXX yr old son with me. My intentions were to just withdraw money from my checking and be on my way for an upcoming trip/ business. 
As I reached the teller, she asked questions in regards to my personal accounts ( checking and savings ). Im a longtime customer of the bank and I am familiar with the process of withdrawing money ; so imagine my surprise when I was ask if I knew how much money was in my accounts and was told to wait because she needed a manager to assist. After waiting, I asked if I could speak to the manager to finish my request. She pointed in the direction towards the manager who was sitting there on XXXX instead of trying to assist. I made a comment asking her why are you on XXXX, when you are supposed to be helping. She looked irritated and requested that I just wait. Afterwards, I was informed that I could not withdraw the amount that I intended to, without any reason given.. When I demanded to know why. She told me to leave for no reason and I told her she was being very unprofessional. 
She would not answer any of my questions and proceeded to turn her back, walking away as if I were not speaking. I was only demanding an explanation and she accused me of being hostile so the security guard began to exit me from the premises. 
I called the customer service department for Navy Federal to tell them about my experience and to file a complaint. I was transferred to XXXX in the fraud department who assured me that everything would be taken care of if I decided to enter the bank the very next day. He stated that XXXX of my funds would be released and XXXX was being held. When I attempted to use my card later that day it was declined. That is when I learned that my entire account had been frozen and was informed that I would have to wait until Monday for them to rectify the situation. 
They humiliated and embarrassed me in front of others and most importantly my child. Its sickening but a harsh reality that because Im an XXXX American women who speaking up for myself demanding an answer to why I do not have access to my OWN hard earned money that I am perceived in such a way and therefore labeled as hostile. After later finding out that my accounts were unfairly frozen with no adequate warning. I was devastated. I had a trip planned the next day to further my business ventures and that was ruined. No apology or reasoning was provided. 
The purpose of this letter is to bring serious attention to the issue in the hopes that it be resolved and no other person can feel as though I did leaving out of your institution that day. I received a letter telling me I wasnt ever welcome to none of their banks again. You will be provided a week to respond to my letter and have the staff address this matter or I will file a complaint with the Consumer Financial Protection Bureau and seek assistance from my local XXXX XXXX XXXX 

Sincerely, XXXX XXXX

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