Consumer complaint received 2024-09-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
I went to Navy Federal Credit Union in XXXX MD on XX/XX/year> at about XXXX / XXXX. I went to this particular branch due to their drive thru. I XXXX  at a credit union in XXXX, VA and there is a Navy 3 mins away, however that branch does not have a drive through. The reason I wanted a drive thru is due to my XXXX XXXX up and my XXXX XXXX This check was a check that I had drawn from my other FI where I do work to be placed in my mothers account at Navy. Ok back story done. So I get to the branch drive thru with about 5 mins to spare. The lane light was highlighted green and said open. The member in front of me was taking a while. That not my issue he chose the service to do his transaction. I get to the kiosk and hit the call teller button when it was my turn. I hit the button about 4/5 times to no reply. I then to go park to go to the branch. By doing this it sent shock through my body as my XXXX XXXX XXXX XXXX. I get to the door and explain I was in drive thru before closing and no one assisted me. The guy with plats said its a hard stop a XXXX XXXXor drive thru. ( not sign to note to say that ) I adv him that the drive through is and extension of the branch so as long as I am in the line before it closes that I am to be assisted same as if I walked into the branch at XXXX. He adv that no the drive thru has a hard stop at XXXX and if you are not at the window at that time then you are not getting assisted. I adv them as a former employee that is not correct and it is not mbr service. I push the check through the window as I was starting to feel ill. I called the call center as I was going to get my meds. They said that they called the branch and the only option was to have my mom pick up the check or they were going to mail it to her. I adv this was crazy as they funds were going to the account with them. Mine you I have also made a dep through the atm before wit also doing a deposit for another mbr by putting a note and there check in with it. ( before new system ). Someone msg me form XXXX and adv they would have someone call me and was there a timeframe. I adv anytime as I am able to take calls while at work. Well this rep cause me at XXXX at night. Ummmmmmm anytime to call is still within the state timeframe for calls not XXXX at night. She didn't make the situation any better as she said well the hours are till XXXX. No one is understanding that I understand the time that is one reason why I work XXXX  now. But I know if I get a call at XXXX and I get off at XXXX I can not hang up on that mbr since I am off at XXXX. The mbr call before my off time so I have to service them. This was completely embarrassing at to the end of my conversation at the branch everyone is looking at me. I feel like I was discriminated against because of my XXXX  XXXX or my weight. They say me walk up and XXXX was like oh she should of walked in the branch there was no need to go through drive thru if your here on time. No one at that branch or who talked to me from beginning to the end showed any respect or empathy. Even the Branch manager did nothing. This is very sad to say the least. My mothers name is XXXX XXXX. And now she has to wait to pay her bill till she gets this check they are mailing.

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