Consumer complaint received 2022-04-07
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Good afternoon! 

I wanted to respectfully request that my phone call to Navy Federal Credit Union on yesterday XX/XX/2022 between I and a supervisor name XXXX be sent for review. From the beginning of our interaction he seemed very agitated and annoyed with me. He also left me on hold for a very long period of time and throughout the entire interaction he did not use any professional soft skills. I did not use any type of choice words and/or profanity and he still remained unprofessional and hung up in my face, because of his frustration of not being able to provide me with an answer to my question. I had the new member that I referred to Navy Federal Credit Union on the line with me whom observed the entire interaction, and has a senior citizen and new member of Navy FCU was appalled at the way XXXX spoke to me and she personally felt that it was something personal about me as a person that XXXX felt that he could treat me the way that he did. 

This is the second time that I have been hung up on from a supervisor from Navy FCU without provocation. I again, did not use any profane language and only called to inquire about the referral that their company website and email states. I even mentioned to him that the new member had to put my Navy Federal access number on the application for me to be able to get the referral credit in 14 days. He spoke over me and after a long hold, came back to line and stated that he apologized but he did not see any current or expired promotions for referring new members to NFCU. I advised him that that was not what the email stated and that I referred two people. He then stated let me check to see what email we sent you. What email? Why would the email be sent to me? I tried to tell him again that the email that I have attached to this compliant along with the online advertisement came from one of the new members.

Left without an answer to provide he simply stated to me " If there is nothing else, I will be ending this call! '' He then hung up on me. This is highly unacceptable and I again feel that NFCU has flagged my account in some shape or form that I am a difficult customer. I took the survey and gave all 1 's which prompts for a member of the escalation team to contact me to see what happened and how they can help. This phone call or any sort of contact has yet to happen. 

Additionally I feel that with what Navy Federal Credit union has posted online for advertisement referring new members is misleading and untruthful. They also confuse the new member by sending them a follow up email that confirms that a referral credit was be issued to both the new member along with the referring member. 

As it stands now Navy FCU will benefit from the 2 new members that I referred and left me out to dry with the referral that was cited. This is unethical and I would like to have the matter investigated with the actual call in question being sent to the CFPB for review. 

I really appreciate your guidance and help with this matter.

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