Consumer complaint received 2020-09-03
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
On XXXX, I applied for a NFCU account and an auto loan which got approved. I linked my XXXX account and deposited {$40.00} in my account. After the deposit was accepted, my NFCU account displayed - {$5.00}. While I found it odd, I saw this as a clerical or app error that would sort itself out. 

Shortly after, I lost account access. Again thinking this was an error with the NFCU app, I didnt think anything about it. On XX/XX/XXXX, I spoke to XXXX from the loan department who gave me pertinent details related to my auto loan. The check never came and my account was still locked out so, I called NFCU and got transferred to the securities department. 

The advisor wasnt able to provide me with any helpful information and only provided a link to file an appeal to XXXX and provide my drivers license and a piece of mail with my name/address. No other information was provided about how this sensitive information should be ingested. No call-outs about special handling of NFCUs email system. I sent the appeal form and the attachments on XX/XX/XXXX at XXXX PST via confidential mode and received an automated response. 
I waited the 15 business days despite the fact that Im in dire need of transportation during a global pandemic. I patientlly waited 15 business days despite the fact that I havent been able to make necessary medical appointments. I checked both my NFCU account and email - nothing changed. I did receive my NFCU bank card though, which Im unable to use. 

Today, XX/XX/XXXX, on the 15th business day, I called NFCU again and spoke to XXXX. I explained the situation. XXXX asked if anyone from NFCU reached out to me since then. I said not one person. If Id received an email and asked that I check my SPAM. I explained, besides an automated response from their automated messages and the Agent Signer response on XX/XX/XXXX - Id heard nothing. Not a call, email, no contact whatsoever. In fact, the only time that Ive communicated with a NFCU representative is when Ive had to contact NFCU directly. XXXX transferred me to the securities department where I spoke with XXXX. 

XXXX was not only rude, condescending, unprofessional, but used several micro-aggressions while communicating with me. Saying things like : I dont know what you want me to do about that. 
Do you want to answer my question? 
If youre going to be aggressive then I can place you back in queue. 

Its unclear why XXXX continued to speak to me with this disgusting attitude and smug responses and expected a positive response. Between XXXX verbal jabs and incessant unprofessionalism, XXXX managed to provide information that contradicted my call with the initial securities representative on XX/XX/XXXX. XXXX said while NFCU received the email, it sat in their queue, never having actually created a case. When I asked why would a NFCU advisor purposefully see an email that needed actioning and do nothing about it. He said Well, you sent a confidential email. 

I said, Im providing sensitive information via email, I sent it confidentially with two people on BCC who had no issues opening the attachments. He simply responded with I dont know what to tell you, we couldnt open your case because we couldnt open your attachment. 

I explained that this was not the information that I was provided on XX/XX/XXXX and This expectation was not set by the first NFCU advisor and this shouldnt be a reason to penalize me when the information was sent/received. If theres an issue, a NFCU member could simply respond asking for this information. This in my opinion, is bare minimum steps to take to resolve a member or customer issue regardless of the business industry. Especially if this isnt information isnt readily available to anyone outside of the company.

When I asked to speak to a manager or team lead, XXXX flat out refused. I asked if I could speak to another member of his team and he refused to answer. Instead, he responded, do you want to be thrown to the back of the queue ( a queue that has a 35 min minimum wait ) and while I was mid-sentence, XXXX did just that - threw me in the queue.

I sat on hold for another 30 mins until I spoke to XXXX. I explained my dissatisfaction with the previous representative, wanted to speak to someone from management, and assured him that I did everything I was told to comply with NFCU guidelines. I asked if it was standard practice for NFCU to handle issues in this manner. To notice theres an issue and not contact the member to help usher along the problem. He confirmed by saying : Youre talking about what you want to happen and Im talking about policy. If you dont want to wait another 15 days, no one told you to send your email confidentially and had you called us earlier you would have known that. 

Im unsure why this representative continued to place blame on me for not being aware of NFCUs internal knowledge regarding their system and how it ingests confidential information. When I asked him to help me locate this information in the policy, he began to treat me with the same disposition as XXXX. 

I called again and spoke to XXXX and asked for a securities supervisor. XXXX placed me on hold for 44 minutes. When the hold was up, I was prompted to a survey without ever speaking to to anyone. 

Not only does the appeal form NOT include this information, but theres no policy or notice on NFCU that explains the sensitivities of their internal email systems. Its inconsistent with their practices if this is the case. When theres an automated email, theres a disclosure or notice that tells customers not to reply as this isnt a means for communication. How is it up to the military member to know this information if the employees paid by NFCU dont provide it? 

With COVID and XXXX injustices that our country is facing, its astonishing how NFCU is still using pre-COVID business practices and how some NFCU advisors are  callous, unprofessional, and down right disgusting. Theres absolutely no empathy or understanding or one-off exceptions even when its the NFCU employees who neglected to provide this information. 

If this issue is a security issue, theres more modern ways to safeguard accounts without blocking members entirely. NFCU simply cuts off the account with no notice, no contact, and leaves it up to the veteran/military member/family to notice and contact. A member who could be overseas protecting this country and limited time to resolve these matters. 

Updated practices such as email/text alerts, 2-step verification, etc. Many financial institutions reach out with Did you make this change, Did you make this purchase before cancelling it out. Despite the aforementioned, I find it extremely disturbing that a company centered around military members, go out of their way to treat military members grossly and unprofessionally. Im asking for my bank account to be resolved so that I can purchase a car during this pandemic. 

If NFCU suspects fraud, why would a member send personal/sensitive information in an unsecured manner? If someone is indeed using their account, how helpful is it for a person to send sensitive information via email and then hold members responsible for wanting to protect the very information NFCU thinks is fraudulent?

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