Consumer complaint received 2022-09-09
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This happened XX/XX/2022 a little before XXXX. Me and my husband have several accounts with Navy federal credit union a joint account together as well. We needed to make an important purchase yesterday so my husband called to increase the limit on the atm card. A representative name XXXX answered he verified all of the security questions ( keep in mind when you first call navy federal the automated system verifies if you are calling from a number on file for your account ) which was verified by the automated system and by XXXX. So XXXX said he sent a code to my husbands phone, which did not come through, he asked him to resend it, it still did not come through, he then asked for a supervisor because XXXX said he can not assist him with increasing the card limit without him receiving the code to the phone.A supervisor by the name of XXXX or XXXX not sure if its spelled right, took the call, she came in like she wasnt going to assist instead of trying to help, she say unfortunately you have to send it in writing, we tell her we have an important purchase we need to make today, all of our funds are in the account that you guys are not giving us access to, a bank we chose and trust with our funds but we get treated this way. She comes off stereotyping us saying people call in doing fraud all the time! First of all that made us feel even worse, because not only are we married, have this joint account, have a business account with yall, and personal accounts, we trust yall with our money but then get told we could be doing fraud because they get calls all the time with people saying they husband and wife doing fraud! WOW, you can only imagine how we feel. My husband asked her since the code wont come through his phone can they send it to my phone, she then said as long as she is there with you, I tell her Im right here we are together, she verified my name and date of birth, then asked me for a code word on the account. Which we do not have a code word on the account we are calling in regards of which is our joint account keep that in mind. So I said I dont recall there being a code word on the account. So my husband said a code word that could possibly be on my account ( not our joint account ) then she says well I cant move forward because he gave you the code word! Knowing that we are both on this joint account married, why wouldnt he know it if I cant remember, thats what couples do. She made every excuse why she couldnt help us and said send it in writing. We were furious, very hurt and upset to be treated that way, she came off as she didnt care or want to help us. My thing is even if people do fraud, dont come at us like we do fraud, we are very legit, in the military and have no reason to commit fraud. It was just not a good feeling and to top it off she did not increase the card limit she said she wasnt going to continue the call, she was very rude, not customer friendly and should not be s supervisor, there are ways to communicate things to members and that was not the correct way to accuse them Of doing fraud, I want an apology and some kind of corrective action for XXXX. That was insane and you can imagine how we feel in need of our own hard earned money that we could not do anything about getting it because of her, we are not happy at all, I will continue to tell my story until I get to someone who cares, I hope no one else have to experience what we went through

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