Business ProfileforNavy Federal Credit Union

Very upset with the lack of training and understanding when it comes to the department that handles Zelle. I used ***** to transfer money to a contractor that was working on my mothers house . When the project was finished, I went to send him the remaining amount due with the schedule payment feature. The first two times it wouldnt process and the last time it locked my Zelle account and referred me to the digital payments department. When speaking to the representative, I was told that the account that I was sending money to was assessed as a high risk and that my payment was rejected. I also was told, that I would NOT be able to send any other money to the contractor due to this security issue. I asked the representative if I would be charged because I tried 3x times. She said no and said that I could send money to anyone but this person. She also recommended that I send the money another way when asked if there were other ways to send the funds. So, I paid the contractor by other means and Two days later, I received notification that the $2,500 was processed by ***** to the contractor. I called **** and they said they couldnt return it or cancel the payment. I was accused of also not pointing the previous representative in the right direction. I called back and spoke with a manager who then said she would cancel the payment because she suspected fraud. After this, a payment was declined for an unrelated transaction and I was locked out of my app. So I called again and got the ONLY knowledgeable representative who said that the payment WAS NOT canceled AND by reporting it by fraud would affect the contractors account in the negative way. This is VERY unacceptable, could of been easily avoided and it puts people in difficult situations. I always have had decent experiences with **** but situations like these cannot be overlooked. Highly recommend increased training and improved customer support.