Consumer complaint received 2024-10-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
ON XX/XX/XXXX I WAS TOLD BY A NFCU REP TO FILE A COMPLAINT THRU THE PORTAL IN WHICH I DID SECURELY. HERE IS THE COMPLAINT I SENT THRU MY ACCOUNT PORTAL. YES I USED PROFANITY, BUT THIS WAS MY FIRST TIME AND YOU CAN SEE AS TO WHY I WAS UPSET AFTER SOME MINUTES AS WELL BUT NFCU TOOK THEIR SIDE AND BANNED ME FROM CALLING THEM OR ENTERING ANY CREDIT UNION. I HAVE NEVER BEEN BANNED FROM ANYWHERE. SEE COMPLINT I FILED BELOW Subject : COMPLAINT ON PHONE EMPLOYEE NAMED XXXX Navy Federal Response XX/XX/XXXX XXXX Thank you for using Navy Federal 's XXXX XXXX XXXX XXXX XXXX XXXX. 

We regret that your most recent experience was not upheld to your expectations of our exemplary service. Your conversation with the Member Service Representative will be reviewed and forwarded to his/her immediate supervisor for any appropriate coaching or counseling necessary. We appreciate your feedback. An active and responsive membership greatly contributes to the growth and success of our credit union. 

Again, we apologize for any inconvenience this matter may have caused. 



Your Message XX/XX/XXXX : HELLO, EVERY OTHER MONDAY I CALL TO HAVE MY XXXX DEPOSIT RELEASED EARLY BY A PHONE EMPLOYEE OR SOMETIMES THE AUTOMATED SYSTEM LETS ME RELEASE IT AND SOMETIMES IT DOES NOT ( AS TODAY IT DIDNT GIVE ME THE OOTION TO DO MY SELF. I DONT GET WHY IT DOES THAT HERE AND THERE. EVEN WITH VOICE AUTOMATION PASSWORD.. ANYHOW... AS ANYONE CAN REVIEW MY ACCOUNT AS ALWAYS, THEY CAN SEE I CALL IN EVERY OTHER MONDAY AND GET IT RELEASED WITH NO ISSUES. I KNOW MY ACCT IS IN NEGATIVE. ALTHOUGH I HAVE OVERDRAFT UP TO XXXX. WELL TODAY WHEN I GET AN EMPLOYEE NAMED XXXX, SHE GIVES ME THE HARDEST TIME IVE HAD EVER AND NEVER RELEASED MY MONEY BECAUSE I WENT SMOOTH OFF ON HER. FIRST SHE PUT ME ON HOLD TO REVIEW MY ACCOUNT, THEN I ASKED HER WHATS SHES REVIEWING AS I TOLD HER I DO THIS ALL THE TIME. THEN SHE PUT ME BACK ON HOLD AND SAID SHE WAS DOING CALCULATIONS ON MY OOPS OVERDRAFT. I STILL BROKE HER CALCULATIONS DOWN ON THE PHONE FOR HER STATING IF I HAVE OOPS UP TO XXXX. MY ACCT WAS XXXX XXXX AT THE TIME SO IF I HAD THE XXXX DEPOSIT IT WOULD PUT MY ACCT BACK TO XXXX. POINT IS I DO THIS ALL THE TIME AS ANYONE CAN SEE WHO LOOKS OVER MY ACCOUNT AND OR REVIEWS CALLS. IN WHICH IVE NEVER BEEN TOLD ON ANY CALL. SO AFTER ME BEING ON A CALL WITH HER AND HER NOT WANTING TO RELASE MY MONEY YES WHEN I CUSSED I USED PROFANITY BECAUSE I HAVE NEVER HAD TO ENDURE THIS BEFORE ON RELEASE THE SAME DEPOSIT I GET EVERY MONDAY. HONESTLY I THINK AS I WAS CUSSING HER OUT, SHE ADVISED SHE WAS ENDING THE CALL ( NEVER RELEASES MY FUNDS ) AS I WAS HANGING UP SO IT ALL WORKED OUT. THE SECOND PHONE EMPLOYEE RELEASED IT AFTER ME HAVING TO CALL IN TWO TIME AND WAITING A TOTAL OF 20 MIN UTES. IF ALL CALLS ARE RECORDED PLEASE GO BACK AND REVIEW IT, BECAUSE EITHER WAY IM FILING ONE WITH XXXX BECAUSE SHE ME MADE ME EXTREMELY UPSET FROM THIS CALL. MIND YOU I HAVE BEEN A MEMBER SINCE XXXX. SO DO YOU NOT THINK I KNOW HOW THE ACCOUNTS WORK OUT. 

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