Consumer complaint received 2022-06-10
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
My Funds were NOT handled or DISBURSED as INSTRUCTED and PROMISED : On XX/XX/2022 @ XXXX XXXX, My husband and I, deposited a check. According to my NF receipt, my check was credited ( immediately ) added and included with my account balance. On XX/XX/2022 @ approximately XXXX, I phoned NF Credit Union to ensure that my/our check was credited as is indicated on my/our receipt. According to the automated system, my husband wasn't a member ( although, it was his debit card used for the deposit ). At approximately, XXXX on XX/XX/2022, I/we phoned NFCU " again XXXX and used my debit card, and my other applicable identity information. Again, my/our balance was less than what is indicated on my/our deposit and receipt. On XX/XX/2022 @ XXXX, I " again '' phoned NF Credit Union and spoke with Representative, XXXX XXXX I shared with XXXX, all of the information above. She ( XXXX ) reported, that my ATM deposited check would be held for XXXX business day 's and the monies would be placed in my/our account on Friday morning ( XX/XX/2022 ). Today, is Friday-XXXX XXXX XXXX  and the money isn't in my account. NF Credit Union 's, XXXX misguided and lied to me/us. Only, about {$220.00} was placed in my/our account on XX/XX/2022. The amount indicated on my/our ATM receipt, still isn't available. When I/we phoned NF Credit Union this morning @ approximately, XXXX, I/we was on HOLD for an extended period of time ( XXXX mins and XXXX secs ). When we spoke to the NF Representative, we were made aware, that our check hold had been extended to XXXX day 's. We shared with the Representative, that we needed access to our monies. We also shared, that we were told that our monies would be available Friday morning ( XX/XX/2022 ). We were told that there was NOTHING that could be done. We then asked to speak with a manager ( NOT, Supervisor ). A supervisor ( XXXX ) came to the telephone. We " again '' shared with him that we needed access to our monies today. We were DENIED access to our monies ( " again '', per XXXX XXXX. I shared with XXXX, that I/we are adults NOT, children and we were promised that our monies would be available, today! Instead, of XXXX exuding professionalism, he hung-up on me/us. It is due to XXXX 's unprofessionalism and VERY NASTY BEHAVIORS that we are second guessing our membership with NF Credit Union. At approximately, XXXX, we " again '' phoned NF Credit Union back. We spoke with XXXX XXXX in XXXXXXXX XXXX ) ; who transferred us to XXXX an Advance Account Supervisor for Resolutions. Again, XXXX Representative REFUSED to give us access to our monies ( citing, the XXXX day hold period ). We shared with XXXX that this was a EMERGENCY! According to XXXX, our EMERGENCY didn't matter to NF Credit Union. According to XXXX, our requested {$500.00} EMERGENCY funds request didn't matter, either. According to XXXX, the bank was unable to process any HELP to our EMERGENCY issues ( although NF Credit Union 's Representative XXXX mislead and FAILED to properly instructed us. More importantly, NF Credit Union mishandled and REFUSED to DISBURSED, our monies as promised ( via our attached/scanned NF Credit Union ATM receipt dated, XX/XX/2022 ). For the record, we do NOT need this type of unprofessional customer service in OUR LIFE! According to NF and NF Representative XXXX, we have to wait, until Tuesday, XX/XX/2022 for our monies to be deposited into our account. I am DISPUTING, NF mistreatment, mismanagement and intentional BIG LIE! This is a formal complaint. And, it is important to document and record, that XXXX hung up on me, too ( without, cause )! I want to say, NF 's management staffer 's need better training in customer service. I DO NOT AND WILL NOT, SUPPORT THIS TYPE OF BEHAVIORS! I DIDN'T SIGN-UP FOR THEIR UNPROFESSIONALISM. ( XXXX ) @ XXXX.

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