Consumer complaint received 2019-10-16
Company: NAVY FEDERAL CREDIT UNION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
About a week ago, I received ten checks from XXXX XXXX because I filed a complaint against them with the U.S Department of Transportation. XXXX XXXX reimbursed some of the money that we paid for nine of us when we were on vacation which was majorly delayed along with unnecessary expenses caused by the delay. Now, on Friday, XX/XX/2019 at XXXX, I went to Navy Federal Credit Union located at XXXX XXXX  XXXX XXXX XXXX in XXXX XXXX Nevada in order to deposit all ten checks. I waited in line for a good half hour when I was finally seen by a young lady. She looked at the checks, seen different names on them along with deposit only on the back. She then asked for the manager which was a XXXX, XXXX XXXX lady with XXXX. She said that the checks needs to be signed by each person before depositing unless she places them into each persons account. I said no because these funds are mine since we paid for the whole trip and XXXX XXXX was fully aware of this. I then stated that two of these people are minors and by law, do not need to sign these checks. I then took the checks back and contacted everyone to come over to our house to sign the checks so I can deposit them. On Tuesday XX/XX/2019 at XXXX, I went to Navy Federal Credit Union located at XXXX XXXX XXXX XXXX XXXX Nevada in order to deposit all ten checks into my account. The teller said that I needed to sign the checks. I said no, I didn't need to and asked for the manager. The manager came which was a XXXX XXXX XXXX woman. She asked if this company was out of the country and I said XXXX XXXX is from XXXX. She then stated that she can deposit just our checks only and not the other three checks for the other relatives. She then said that the checks would have third party fees because they would need to go to XXXX XXXX in order to get the funds and could take six weeks because these checks were from out of the country. I said why when I already had everyone sign the checks including our minor children! I then asked for the checks back and then went home. I then contacted Navy Federal Credit Union by phone on Tuesday XX/XX/2019 at XXXX and spoke with XXXX which was the supervisor. I explained that I purchased all the tickets for this trip, that I went to Navy Federal on XXXX XXXX on last Friday and what the manager told us. I had everyone sign the checks including the minor children, then went to Navy Federal at the XXXX XXXX location to find out that I could not deposit these checks into my account. The facts are ; these check are issues from a XXXX Branch location located in XXXX Delaware. All of these checks were signed by each person ( endorsed ) that was issued the check too, all the checks are in my possession along with each invoice receipt which reflects these checks were mail by XXXX XXXX to my home address and not to anyone else. Furthermore ; the employees at each branch should have notified me, the customer what the procedures are without wasting the customers time and money by driving around unnecessarily! Now, endorsing a check does not require the person that is giving the check to another person, that the endorser does not need to reflect that he or she is endorsing the check ( s ) to a certain person with there name on it but XXXX the supervisor said that it was a requirement. I notified him that I wanted to file a complaint against these managers that failed to give me the correct information, wasting my time and money and that I was going to file a complaint against Navy Federal with Federal and State agencies.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief