Consumer complaint received 2021-02-22
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Problem with product or service terms changing

Complaint:
Hello CFPB, On XX/XX/2021, XXXX XXXX XXXX  and I went to Navy Federal Credit Union at XXXX XXXX XXXX, XXXX, MD XXXX. My mother and I went to add me on her accounts as Joint Owner, due to her health and age. We were seen by NFCU Account Manager : XXXX, who was extremely unprofessional and unknowledable of NFCU protocols and processes. We informed XXXX of our matter of wanting to adding me on my mother 's account as a Joint Owner, which she continued to do. After my mother and I left her cubicle, we proceeded to walk over to bank teller to initiate my mom 's new Debit Card Pin number. 

As my mother and I proceed to walk out to my vehicle, NFCU Account Manager : XXXX chases us to my vehicle along with XXXX " Sarcastically Stating '' that, NFCU can not add me on my mother 's accounts as a Joint Owner, which I currently possess a savings account for 30 years and my mother, i.e., XXXX XXXX XXXX  who possess a checking and savings account for 50 years. XXXX says she wasn't going to processes the documents, which she ( initially sign before hand ). My mother and I went to the aforementioned NFCU location one week prior to XX/XX/2021 and sat down with NFCU Account Manager : XXXX, who we initially wanted to add me on as a Joint Account Owner. Before my mother and I proceeded to sit down with XXXX, on XX/XX/2021. 
XXXX goes over to XXXX and whispers to her, to pretty much XXXX XXXX of not allowing my mom and I to process adding me on as a Joint Member of my mom 's checking and savings accounts. XXXX was snickering and aggravating the situation above. I'm not sure why XXXX is so adamant about me " Not '' being added on my mother 's accounts at NFCU, which is a " Very Unprofessional '' and " Awful '' and " Uncharacteristic '' of NFCU employees. This has been a " Unacceptable '' experience for my mother and I. 

I have never ever experienced this type of customer service before. I hope that someone from the CFPB can assist us with this " Discrimination '' and " Unlawfully '' Misuse of authority. 

I would like to request that Navy Federal Credit Union at XXXX XXXX XXXX, XXXX, MD XXXX, to " Repreminded '' NFCU Account Managers : XXXX and XXXX for their Unprofessionalism, with " Taunting Me '' i.e., following me out to my vehicle and Publically Embarassing me in front of other NFCU customers. 

This is Unlawfully, Discrimination, and abuse and misuse of authority by XXXX and XXXX having the authority to stopping the processing of My mom 's " Wishes '' to add me on to her checking and saving accounts, due to her " Deteriorating Health ''. I hope CFPB can assist my mother and I in representing us on this Unlawful Practice and Discrimination of NFCU aforementioned employees. 

Thank You, XXXX XXXX XXXX XXXX ( Email ) XXXX ( Mobile ) XXXX

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