Consumer complaint received 2022-03-04
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, I went into the Navyfed located in XXXX TX. I went in there with my spouse to deposit a check of XXXX and do a cash advance for XXXX out of an external account. The teller ( XXXX ) was very rude and unprofessional. She stated that to do my cash advance, she would need to ask two identifying questions. Never had to do that. So I inquired why? If I never had to, did something change? She stated the policy Changed XX/XX/XXXX. I said that's false. I've never been asked anything, besides the two forms of id. She asked if I wanted to speak to her manager, I said I didn't request to speak to your manager, I'm asking you the question ( the teller ) that called us to the window to assist us. She displayed unprofessionalism by huffing and puffing under her mask, chewing her gum aggressively, and rolling her eyes. I addressed it, she didn't like it. She walked away to go get assistance. I started to converse with my spouse, I guess she heard me, and became confrontational in the lobby. I told her to continue to get her manager like she suggested was the best remedy and to stop addressing me. She came back and my spouse and I both said that she was unprofessional and she started to cry. A guy walked up excusing her, and directed us to wait in the lobby area and said someone else would assist us. So now we are waiting additional time after other members that came after us. He then came to get us, he asks our nature of being there. We told him. As he is checking the database, he never asked the two identifying questions, like she said was policy. I went to describe the issue to him, he didn't apologize, he did not say anything to make us feel like members of the institution. I'm a veteran who has been a member with Navyfed since XXXX. I asked him his title, he said he was the branch manager ( XXXX ). In my mind, I'm like as a branch manager, you should implement professionalism. If someone is complaining about their interaction with your staff, you shouldn't deflect from the questions or display that you don't care or you're uninterested. As we left, there was no salutation, no thank you for our business. In addition, my other complaint within consumers affairs in regards to the branch in XXXX XXXX, plays hand in hand with this complaint I'm doing right now. The branch in XXXX XXXX declined my cash advance due to " policy change '' of not being able to verify my card information. But if the policy has changed, how was I able to complete the same thing with the branch in XXXX, if the policy is for all Navyfeds. The disrespect displayed in the branches are beyond me. This makes me feel as if they pick and choose who to service. Navyfed represents All Military personnel and their dependents. I do not appreciate these interactions. And I want some resolution. I plan to make this issue public and civil. This is the second interaction with Navyfed that I've had where the staff displays disrespect, dishonesty about policy changes, and seems to be unethical.

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