Consumer complaint received 2021-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
On saturday XX/XX/2021 I went to XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX, and upon arrival there was a line wrapped around the bank to the street with cars diue to the lobby being closed. I waited in my car with my children for over 30 minutes before i was able to speak with a teller. while in line i ordered a cashiers check in the amount of {$5000.00}. I got out my car while in line knocked on the front door to see if someone can just print out the check for me that way i can be done. the lady who came to the door never opened it to speak with me had a mask on her face but was trying to tell me i still had to wait in line with her finger. i walked back and got in my car and waited. when i got closer i look bin front of me there was a black sedan and behind me was a white one. Finally it was my turn. i waited for assistance. not being XXXX but an XXXX lady came to the camera screen and ask how she can help. she was talking so fast and away from the mic i barely could hear her. i kept putting my hand towards my hear and even told her i could hear her.i explained i ordered a cashiers check and also need {$3000.00} in cash totaling {$8000.00}. she went off screen and came back over 5 minutes later. she told me she was sending me a reciept to sign and i could of promised she told me i would be good to go. i recieved an envelope with the reciept on top and a pen i signed it and sent it back then spoke with her asking about how i can go about coming into the branch for help because my debit card keeps getting used outside ofthe state. she told me monday through fri i can come in for 10 mins and they can help me., i said ok. she never told mehold on im sending you anything else so i drove off. when i pulled around i looked down and noticed i didnt have my {$3000.00} my drivers license or my bank card i went back to the bank with my children in the hot heat to tell them i didnt receive my items. the same lady talking to me from her mask behind the door finally opened the door and told me hold on. 35 minutes later she ask for my number and said i know what happened give me a moment ill get it back. she never came back i waited almost another hour. finally i went back two more times kept getting the run around i called their XXXX number and asked for a manager. i explained my situation but he wasnt no help. i went back to the bank then was greeted by the bank assistant manager XXXX XXXX. she explained herself but told me she is sorry and they are working with security on a solution. i waited waited waited another 45 minutes but now i been at the bank over 3 hours, i got out my car to walk up they finally called the police to report the issue. XXXX did re issue me a new card and was able to get a report number from the police but never got my money back. Today XX/XX/2021 i received a call from XXXX around the XXXX hour to tell me she talked with security and they aren't the victim i am and they wont issue me my {$3000.00} back. she even said the teller put my money in the machine after i drove off. i am furious because that was money to pay my bills and feed my children.I am a single mother of XXXX  who works hard to provide for my children. all i am asking is that navy federal to give me my money back that is all.

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