Consumer complaint received 2021-06-02 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
On XX/XX/ XXXX XXXX I XXXX XXXX XXXX grandson ) who takes care of all Gisele haneys ( grandmother XXXX financial situations called in regards to my elderly grandmothers account accompanied with my grandmother on the phone aswell. We were attempting to get my grandmothers pending balance let go early ... .. but however they take forever to answer..they tell u they need information before opening up accoun which is normal..but they have a real shifty attitude like they do not want to work ... seems as if they are rushing u ... .and the reason for this is because they blatantly hang up and put u on a survey that was not asked for ... ..the call that was made was infact for an emergency that we have going on so we were trying to get funds earlier but the customer service representative that was spoken to was not that good at her job ... .I talk to three people within 10 min and nothing has been resolved..they have my grandmother crying and confused on why they can not give her information on her account ... because some reason of she needs to come in to verify ... but as stated to the operator she can not under doctors orders because of covid 19 and the fact she is over 80 yrs old ... .she was impatient and irratated when talking to my grand mother ... .then the operators sends u to a survey without saying anything.called back 2nd time ... the operator that was on the first call tries to interfere with the 2nd call and tells this new operator somethkng ... and now this operator is saying the same thing the first operator was ... they were trying to run a scheme or something because why are operators remembering customer and not letting issues get resolved if they do not know how to handle it..instead pass on ur non intelligence to someone else so they can say the same thing and try to end the call quick by again sending us to a survey.. which is extremely disrespectfull..especially when we have an emergency and had a pending balance thats there but were told is not ... so the second operator thats being coached or told to say the exact same thing without trying to resolve the problem deeper and actually do there job instead of trying to take a easier rout of one syllable answer ..yes no yes no yes no ... .they hang the phone up again and send people to a survey ... my grandmother and I feel neglected..not to mention the fact she has been with XXXX XXXX for over 30 years ... .my grandmother is elderly over XXXX a XXXX surviver and under the doctors order of staying the house do to Corona virus she's told she has to goto the branch in order to get questions answered which is blowing my mind ... then I call for a supervisor and this is the 3rd call within ten min ... and the so called supervisor that I do not think was the actual supervisor will not tell me her name so I can call somebody above her and get the issue resolved because as stated before we are in a emergencies as of now and need funds.but nothing we asked was answered or accomplished ... ... ..very bad service..need to terminate all the peice of shhh..people working for a check and not to help customers ineed ... 
Outta three operators only. Got one first name without a last name ... .poor poor poor ... .very sad ... make my grandmother think about changing banking because of non servicing service representatives of the navy federal credit union..

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