Navy Federal Credit Union in Gaithersburg, MD

I went to this Navy Federal to request a new debit card. I also mentioned that I have funds pending that I would like to be released a day early. Navy Federal has always been great about realizing my funds a day early over the telephone. The first representative I spoke with and explained what I needed to accomplish told me yes she could get the debit card, but she would "see if she could release the funds or not" that was weird because I had never heard OR Not before but i waited patiently. She eventually gives me the card and tells me that my funds should post later today. I knew that was not accurate information and that my funds would not post until the next day. I asked her to confirm if she could release the funds early or not because she didn't answer a definite NO, but she instead told me that in the case of an emergency they could release my funds early. I've called Navy Federal before a few times and they never told me this was the case. I decided to take my debit card and leave, but something didn't feel right. I simply felt like this representative was not solution oriented and for whatever reason didn't want to help me. I went back in to the bank and spoke with another person who tells me that they usually only release the funds as a courtesy. I let her know that I'm okay with that and I ask her if she could go ahead and do it as a courtesy. She tells me that from looking at my account "It seems like you make this a habit. I then asked her if there was a limit to courtesy? I ask her is there a policy or anything that lets you know when I'v reached capacity for asking Navy Federal to release the funds early and she says NO. I ask Then why am i being met with such rejection and Objection to the early release of my funds. she quickly types on her machine and releases my funds. I tell her thank you and I leave. ******************** Over the phone i'm never met with any objection, only solution oriented customer service and when I go into the actually bank I'm treated poorly as if what I'm asking for is unreasonable. Im even shunned for having asked for this more than once. I was never asked or told what constitutes and emergency, but yet I was told that my request could not be fulfilled. I can't help but to believe that my skin color amongst an all white staff had something to do with why they just weren't interested in dong their best to help me as a customer. Apparently Courtesy was at an all time low here at least on the morning I went. It seemed as though the rules being applied were subject to change and didn't reflect the actual policy of Navy Federal, but more their personal judgment or lack there of. It's unfortunate that I can get better treatment on the phone than in person. It's also weird that there is an all white staff at this location and all black staff at the Navy Federal on Rockville Pike. All I would ask is that if there is a limit to Courtesy then put it in writing and make it company policy, but don't leave it to the discretion of staff because some opinions may be bias.

I have been a member since 1991 and have done all of my significant banking with navy federal. I've had mortgages equity loans car loans you name it. They are the best!