Consumer complaint received 2017-03-22
Company: NAVY FEDERAL CREDIT UNION
State: WA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
I have been having a lot of problems with XXXX, Web Bill Pay, third party of Navy Federal Credit Union. Subsequently, I have been making my payments using bill pay in order to make payments thru other banks, credit unions, loans, and insurance payment. Usually, I contact XXXX, to check whether payments have been received, and was informed that payments were received on the date I scheduled for payments, and it will clear the same day. Unfortunately, Web Bill Pay will wait 3 days to clear my check, along with other payments. In the meantime, my other payments are also waiting to be cleared and deducted from my checking accounts. This transaction and clear of checks caused a charged fee of {$29.00}. I have had to contact Navy Federal Credit Union customer service representative to inquire about the charged fees. Then, I had to be transferred to Web Bill Pay regarding payments also. On several occasions, Web Bill Pay customer service representatives were not too helpful and unprofessional and outright rude. In fact, one of the Web Bill Pay supervisors ', yelled at me over the phone, and I told her that she was unprofessional, and I did n't appreciate it. That, I am a military veteran, and I do not like to be treated like that. She ask me for my password, which I should n't have provided to her due my security/privacy. Apparently, I never provided Navy Federal Credit Union customer representative my password, but code word. The Web Bill Pay supervisor then asked to speak to my husband who is the primary in the account. In the past, it was never brought to my attention about inquiring on bill pay problems because I initiated and created the bill pay accounts in order to pay all my bills. He was getting annoyed with the Web Bill Pay supervisor because she was asking him all kinds of questions about his checking account and routing account numbers. He then in turned ask her whether she also know what her checking account number was. After the phone conversation, my husband, XXXX told the Web Bill Pay supervisor to talk to me, but she hung up. Then, I immediately contacted Navy Federal Credit Union, and ask to speak to the supervisor regarding the unprofessional supervisor. I informed her that the Web Bill Pay Supervisor was unprofessional, raised her tone of voice at me, and no respect. In addition, I told her that I was very dissatisfied with Web Bill Pay supervisor services, and that Navy Federal Credit Union should hire another company. The Navy Federal Credit Union supervisor apologies for the dissatisfied services with Web Bill Pay. In addition, I told her that the Navy Federal Credit Union should hire another third party instead of XXXX. In the past, I had ask the Navy Federal Credit Union tellers about Web Bill Pay, and they informed me about the same problems they were having also. One of the tellers told me that the Web Bill Pay customer representatives were not too helpful and would also delay in clearing checks. I have had good satisfaction with the Navy Federal Credit Union call center customer service representative and also were given the reversed fee. Web Bill Pay, third party to Navy Federal Credit Union suspended my services with them which I do not intent to use due to unprofessional and very dissatisfied service which I should rate a 1 ; delay in clearing checks to not only me but others as well. I also was informed that other customers were also having problems with the XXXX, Web Bill Pay.

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