Consumer complaint received 2019-03-15
Company: NAVY FEDERAL CREDIT UNION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I opened an online banking account through Navy Federal Credit Union in XX/XX/XXXX. The bank allowed me to open my account through a referral and they sent me a red debit card by mailing address. XX/XX/XXXX, I called NFCU at XXXX XXXX CST to update my password. I was unable to update my password for almost an hour with Customer Service. After 57 minutes 51 seconds, they were able to update my password. XX/XX/XXXX, I've noticed my account was locked. I called NFCU at XXXX XXXX CST - Customer Service clearly stated that I need to upload proof of verification of identification. They sent me a link to my via email, which I uploaded my driver 's license and a copy of XX/XX/XXXX XXXX Form. I called NFCU at XXXX XXXX CST to verify my uploaded documents. I was told Customer Service that I uploaded a copy of my XX/XX/XXXX XXXX Form because I don't have a XXXX Form. Customer Service clearly stated that my XXXX Form wasn't approved and I need to upload my documents again by providing proof of residence. Also, I was told that I could upload a utility bill if it wasn't over 3 months from the date. NFCU sent me another link to my email, which the link didn't work because there was an error. I called NFCU again at XXXX XXXX CST and they told me that they were going to send me another link. I received the link and I was able to upload my documents. I uploaded my driver 's license and an updated utility bill. I called NFCU on XX/XX/XXXX at XXXX XXXX CST to see why my account was still locked. Customer Service Rep clearly stated that it takes up to 3-5 business days for my account to be unlocked. XX/XX/XXXX, I realized my account was still locked. I called NFCU at XXXX XXXX CST about the situation and Customer Service told me my documents weren't approved. She stated that my documents were too blurry and that I needed to upload them. I told Customer Service I uploaded my documents twice, which I asked her to see if they received my second upload. Customer Service put me on hold for a few seconds, which she came back to the call and stated that my driver 's license didn't show all 4 corners of the license and my XX/XX/XXXX XXXX Form was approved. I clearly stated to the Customer Service Rep that my XXXX form wasn't approved on XX/XX/XXXX because it wasn't a XXXX form, I was told by another Customer Service Rep that I could upload a utility bill. I asked Customer Service to search for the uploaded document that was made on XX/XX/XXXX. I gotten very upset and said some hurtful words to the Customer Service Rep, which I truly apologize because I know it wasn't the lady 's fault, however I was heated because no one could locate my documents. I was so livid to where a Supervisor had to get on the call to assist me. The Supervisor told me on the call that a Customer could open an online banking account plus the Customer is allowed to fully fund their account without proof of identification. She also stated that NFCU could take up to a year to ask for proof of identification and they could lock their client 's account until proof of verification fot identification is approved. I asked the supervisor, " Why would your company send me a debit card by mail and wait until the last minute for proof of identification? '' Also, I asked, " What if I had a newborn and I needed diapers or to buy milk but I'm unable to because my account is locked? '' She couldn't answer my questions because she knew it was a huge inconvenient. Then the Supervisor stated that NFCU to not to make it " inconvenient '' for their Customers to make them upload their documents immediately when they open their online banking account. I asked the Supervisor, " If your company don't want to make anything inconvenient for their Customer in the beginning, then why wait until the last minute and make things inconvenient in the future? '' The Supervisor stated that she was going to have someone to email me the link by via email. I received another email and the link had an error. I called NFCU today, XX/XX/XXXX at XXXX XXXX CST, Customer Service Rep told me there was nothing wrong with their link and she provided me the correct url link. I uploaded my documents twice while I was on the phone with her to make sure that my documents were submitted. I uploaded proof of identification ( driver 's license ) and an updated utility bill in a PDF Form to prevent blurriness. I'm not sure if there will be another situation with NFCU but we shall see after another 3-5 business days!

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