Consumer complaint received 2018-08-18
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hopefully this explication I hope to illustrate the breadth of my exasperation with NFCU. Multiple grievances beg multiple complaints. Because credit unions by definition are meant to be non-profit perhaps the title Navy Federal would be a more honest, fitting name for the organization. After all the issues, contact, & digital correspondence on my part to address has proven futile - right up to the point on XX/XX/XXXX when a cryptically titled supervisor to me directly - on call recorded for quality assurance - my issues would not be corrected before immediately hanging up on me, as I stated in a previously documented complaint. All the ridiculousness perpetrated by NFCU culminated yesterday, Friday XX/XX/2018 - when I learned this supposedly non-profit credit union did not honor 2 {$5.00} dollar check payments to my child 's elementary school! My last deposit into my NFCU checking account was {$250.00} dollars. My last deposit into my savings account was {$60.00} dollars. I HAVE NOT SEEN A SINGLE PENNY OF THAT DEPOSIT, because of NF 's actions. Actions which can only be described as transparently " for-profit ''. I have never missed a payment on any of my NF accounts. I have ignored previous underhanded, non-compliant, deceitful, and/or unfair tactics in the past, however when or if I was " serviced '' as a " customer '', & an issue was resolved, I have never hesitated to correspond graciously by posting a letter in the secure messages section, or sending an email or text, thanking NFCU for the resolution. For example, I live in Florida on a barrier isle that has been evacuated 2 times in as many years, due to Hurricanes Matthew & Irma. I took issue when certain federal mandates enacted to aid disaster victim members like myself, residing in a federally designated disaster area, were not originally honored per Federal Regulations. When I contacted NFCU & outlined the specific details per the Federal requirements, my particular request - though originally denied - was reviewed & granted. As always I publically posted a letter of thanks & praise addressed specifically to NFCU. Now in all pertinence, NFCU followed actions that were REQUIRED of them by FEMA & other government entities. The original denial of my request during Hurricane Irma violated the disaster protocols in place. Nevertheless, I did thank them in writing for doing essentially what they were already required to do.

My point here, is that I am loathe to waste valuable time on frivolous complaints. I am also loathe to waste valuable money by having funds - designated by the purposes I see fit. I have no argument regarding paying on my accounts. Let me reiterate - to the best of my knowledge, I have never missed a payment on ANY of my NFCU accounts. Yes, I may have made a payment a few days late. A. Few. Days. Late. And whenever as issue has arrived, where the onus was mine, I have contacted and/or corresponded in a forthright & compliant manner. I have no argument with agents doing there jobs, or passing the buck to another agent if they could not. I have no problem reading & explaining Federal statutes to NFCU employees who have said - on calls recorded for quality assurance - that they have no knowledge of government statutes & regulations - be they Rules regulating National Disasters, or be they pursuant to the Dodd Frank Act - as I briefed NF agents XXXX & XXXX on, & as I would have been more than happy to brief the utterly incompetent supervisor who hung up in my face a few days ago. I would have no argument translating the English version of these statutes into any of the multiple languages I speak. I have no argument whatsoever doing NFCU 's job of informing & educating its employees to save the embarrassment of agents needing to research lawsuits, settlements, Navy Federal Consent forms to settle {$28.00} XXXX dollars in fines egregious violations designated on authority of the CFPB, while I am on the phone with said agents! On a positive note, while I've waited on hold for multiple hours as the agent reviewed the statutes, I at least had the gratification of those agents ' acknowledgement & agreement that I had indeed been violated. I have no argument with that time consuming inefficiency at all. But believe you me, I ABSOLUTELY, UNQUESTIONABLY, HAVE AN ARGUMENT WHEN ACTIONS OF GREED & INCOMPETENCE CAUSE DISTRESS TO MY CHILD. When funds I earn, are placed in an account I opened, are stolen from me in such menial unconscionably underhanded, greedily deceptive way leads to dishonoring a {$5.00} dollar check, I repeat A XXXX DOLLAR CHECK?? That will not stand. And to be treated so rudely, in an attempt to bilk the very members who make up the organization, remove funds without authority or due to misinformation - such as an agent telling me to put a stipend of funds into my savings account to prevent funds already designated to elementary schools, for example - then taking that money for whatever use NFCU is in the mood for, to make a greedy buck for funds allocated to a child?!? After I proactively brought that very concern to NFCU 's attention in a pre-emptive act of good faith?!?. That's a bit more " Cosa Nostra '' than " Non-Profit ''. 

... Non-Profit organization owned by the members whom you treat with such contempt. 

Be assured. When an issue causes distress or harm to mine - and I would bet anyone else 's children. I will not let this peculiar form of non-profit, XXXX your XXXX service members, ignore federal actions, this-almost-too-ridiculous-to-believe excuse for service - be ignored. FIX IT.

Otherwise NFCU ... Let 's Dance.

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