1 /5 Kevin Williams: If I could give zero stars to the Fayetteville branch of Navy Federal, I would.
This past Saturday, I walked in to make a routine deposit into my business account, which holds over $100,000 and sees large deposits several times a week to support my active businesses. I’ve been a loyal Navy Federal member for several years, with a consistent deposit history, the same clients, and predictable amounts. Despite this, the teller refused to complete my deposit—with no valid reason or explanation.
When I asked for the branch manager, I was met with Chelsea, who was not only unprofessional and dismissive, but blatantly disrespectful. When I expressed my frustration and asked to withdraw all of my funds, Chelsea’s response was to turn her back, and instruct another employee to call the police—as if I were some kind of threat or criminal for simply advocating for myself as a long-standing member. Her reaction was not only insulting, but also completely out of line.
Let me be clear: I understand banks need to be cautious with fraud. But what I experienced was not caution—it was disrespect, poor customer service, and an utter lack of professionalism. If Chelsea is what Navy Federal considers leadership, then there is a serious problem.
By contrast, when I visited the LaVista Rd branch on Monday, the experience was night and day. I was greeted by name the moment I walked in. Tye, Tiffany, Eric, and the rest of the team were genuinely apologetic about what happened and made it clear this should never have occurred. Tye took less than two minutes to review my account and confirm that everything was in order. He even walked me through the policy to ensure my understanding—and reassured me that my deposits were completely within normal and acceptable parameters.
The Tucker/LaVista Rd team is the ONLY reason I havent pulled every dollar from Navy Federal and closed my accounts.
But let me be very clear: I will never return to the Fayetteville branch. The disrespect, hostility, and unprofessionalism—specifically from Chelsea—was appalling, and no loyal member deserves to be treated like that. I strongly urge Navy Federal to reassess the leadership and customer service standards at this location.
