Consumer complaint received 2025-01-31 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:
I am writing to express my sincere disappointment and outrage regarding the treatment I received at your branch on XX/XX/year>. After a busy week and a half of buying a home and moving, I am finally able to address this matter in detail. 

On XX/XX/XXXX, between approximately XXXX XXXX XXXX XXXX XXXX I visited your branch to withdraw {$14000.00} from my savings account. The representative who assisted me, whose name I will be retrieving this week, was at the center of this unacceptable experience. 

I went through all the necessary verifications to access my account, including inserting my card, entering my PIN, and answering three security questions. After successfully gaining access to my account, I informed the representativewho was training someone at the timethat I wanted to withdraw {$14000.00} from my savings. 

From the moment I made my request, her attitude suggested there was an issue. She asked, Where did the money come from? and requested my ID, which I provided without hesitation. After examining my ID, she repeatedly went to the back office to confer with you, leaving me feeling targeted and uneasy.

Eventually, she slid my ID across the countertop, tapped it three times with her finger, and declared in front of other customers, and the trainee that my ID was fake and that Navy Federal could not assist me. Her behavior was humiliating, disrespectful, and unprofessional. When I asked for an explanation, she claimed that my ID was fake because it lacked a star in the top-right corner. 

I immediately requested to speak with you. As I waited, it became clear that no alternative methods of verification were even considered to confirm my identity and grant me access to MY funds. This lack of effort made me feel as though your team assumed I was attempting fraud or identity theft, which was both defaming and deeply disrespectful! 

When you eventually met with me, I expressed my concerns. You reiterated that the ID could not be accepted and only suggested bringing in a passport after I explicitly asked for other options. This was not a reasonable resolution, especially since I had already provided my debit card, PIN, and security question answers. I informed you I would return the next morning to resolve the issue, as I urgently needed the funds to finalize my home purchase.

However, due to the urgency, I returned 30 minutes later and asked the front desk representative to inform you of my return. She was dismissive and rude, telling me you were unavailable and advising me to get in line. I made it clear I would not leave until I spoke with you again. 

When you came out, you explained that you could not personally handle my transaction because you didnt have access to a drawer. I requested your business card to ensure I could follow up on this matter. After getting back in line, I was finally assisted by another representative who was far more respectful and professional than the initial one. 

This entire experience has left me feeling disrespected, defamed, and targeted. The conduct of your staff, including the front desk representative and the initial teller, was unacceptable and unprofessional. As a result of this incident, I will no longer be banking with Navy Federal once this matter is resolved.

Please be assured that I will continue to follow up until I receive the resolution and accountability I am seeking. As a loyal customer, I expected to be treated with respect and dignity, and it is disappointing that this standard was not upheld.

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