Consumer complaint received 2023-04-08
Company: NAVY FEDERAL CREDIT UNION
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Confusing or misleading advertising or marketing

Complaint:
On XXXX I called navy federal credit unions ' survivors benefits phone number. I spoke with a representative who during the process told me that my checking account routing number may not work " if I don't know what kind of routing number type it is ''. I explained that I've used it for a decade or two with no problem. she said that if it's incorrect, it may slow things down or stop them. I indicated that I'd greatly prefer the electronic transfer to my checking account, but what are my other options? She replied " a check '' ( she did not say cashiers check ), I said how long would a check take, two weeks? She said half that time. I said ok, that's fine and that I would check my " mailbox '' each night ( because XXXX, XXXX, XXXX ETC... don't put their package in the USPS mailboxes and they should know this ). Two weeks go by, I call back to find out the delay. They have no idea, at this time, anything about the " check '' ( I still assume at this time it's a regular check ). Nothing, not when it was sent, how- either USPS or XXXX XXXX, etc. But they told me that it wasn't 2 weeks yet ( I questioned there math from the only info available, my call in date ). So I was told that the two week period ( which was just a period of time I picked out of the air ) would not be up until the next Wednesday ( Tuesday actually, but I was to call in on Wed ). So Wednesday came, I called, got the same individual as my last call, this time I was told that it WAS mailed on the 9th and it went USPS, but that it seemed " lost '', they didn't know where it was and it would be 90 days from now until they either found it or at 90 day reprocess the check. Wow, my heart sank, I really need this money right now, without it I'm bottlenecked financially and can't hire a lawyer to fight for my SSI, SSA benefits which are time sensitive, you only have a small window of time. So this is adding great stress to me. I hang up. A few minutes later I call back just to see if I got a " bad employee '', I got a different answer from this person, but this time I was told it was sent XXXX XXXX  and that it was a cashiers check. I explained that I did not ask for a cashiers check, nor did I want one ( I knew you would have to be present to sign for a cashiers check and XXXX XXXX  had played that game with me before and I wasn't playing again ). But That the check was still " lost '', even with a tracking number, they could not find it? I was told that they would contact me when or if it's found. A few days later they called, left a voice mail saying they have it, please call in. I did so, I Explained again that I did not request a cashiers check, but that I was funneled into only having a choice between a possible bad electronic transfer and getting a " check '' sent to my mailbox requiring me to wait up to two weeks. I was told that there was " ABSOLUTLY '' nothing that could be done, they just need an address to mail it too. I sank right into a depressive state. I had no way of ever getting the money, I couldn't get a lawyer, my future is over is all I've thought since then. I told them to hold the check, I hung up. I called a supervisor ( which took me two calls, no one knew who this supervisor was or how to reach them ). Left a voice mail for this supervisor, requesting info about the check. she played phone tag with me for a few days, after a week I called her back, left yet another voice mail requesting check info, eventually I got some of the info and a " call me '', we will discuss options. Options- WHAT? What options? I was told that I had NO options. I didn't have any trust in this company at this point, was afraid they would try something shifty. During this time I contacted the consumer help agency ( thinking it was you- my mistake ), they pointed me back to you, saying I should contact you. So the last voice mail I got from them was about day 35 from the time I first called in, XXXX, saying that they have made an exception and have place the money into an account that is ready to be sent electronically. I DON '' T TRUST THEM at this point. They did something that definitely seems illegal, then compounded it by not knowing anything. They should be fined, They've had my money for more than 30 days, what about interest ( they won't tell me the amount ). Should I try to get a lawyer? It's not fair that they cause such problems and get away with it, my whole future is sinking because of this. I have an account of dates and people I spoke with, what each said, etc. nothing follows -- -- ---

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