Consumer complaint received 2021-12-20
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: Unable to open an account

Complaint:
Over the weekend I filled out an application online to start my non-profit working primarily with military veterans. I have been volunteering in the community for years, my son is a veteran and ex-husband. Over the years I heard the complaints about being able to find jobs for military transitioning into civilian world. I have helped many military with writing resumes that convert civilian and federal to facilitate them with finding gainful employment. After speaking with my State Representative about starting the non-profit she suggested that I work with military families because working just silo helping the enlisted they would be served better as a family unit. So when I spoke with the man on the phone he asked me who I would be working with and I stated some of the civilian population he stated that I had to work exclusively with military families, I told him that would not be a problem because I have been doing that anyway. I did not know that we got disconnected I kept saying hello and no on answered so I hung up and called back. I spoke with another worker who asked me a lot of questions like I was a criminal. I obtained my XXXX XXXX we have been unofficially working in the business with military before XXXX my State Rep convinced me it was time to start the non profit. I asked to speak to a Supervisor XXXX answered she listened to the tape and said I could not change my mind based on the information I was given about exclusively saying I would only be working with military families. She had aggressive undertones would not allow me speak with her superior and denied my application. One of the goals for my non profit is to raise funds to obtain a portable shower for the XXXX veterans. The next called stated he felt if you served a short time you should not me considered a veteran. I don't know if Mondays are bad days for these people but if I already work with military XXXX percent over the years working with them exclusively would not be an issue. I am in the beginning stages of starting my business did I plan on working with only the military no not initially but if I need to only work with them it is important enough for me to do so. Resume writing, entrepreneurship, workshops, seminars, coming into alliance with other organizations that can fill those gaps would not be an issue. These were some rude, unprofessional aggressive people, they acted like changing my mind was a cardinal sin. I asked for the paperwork in writing that said I could not meet those guidelines and focus exclusively on the military and families. She denied my application because I changed my answer based on the information that was presented. She refused to allow me to talk to anyone else and told be to go to another bank The second guy I spoke with was no better. I am sure their is someone who can overturn this decision so that I can work with military families who are struggling to make ends meet. Or military families who can not make the transition into civilian world and continue to have a career. Or military who may want to start a business or side hustle and attend my workshop, seminar, webinar. I was asked would I be online or in person. I prefer in person because they need hands on face to face help with taking the necessary precautions. I could understand if they said we can only open the account if you can work military families exclusively according t the guidelines. They just flat out denied me after I found out what the guidelines stated that should tell you that i really care about the military if I am willing to exclusively work with that community. This is what happens when you are legitimate and have a true heart to work with those that serve us, many of them are getting out because of not taking the vaccine and will need assistance. I appeal this decision and believe I was treated unfairly. I would like the denial of my application overturned.

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