A Disturbing Encounter: My Experience as a Knoxville TVA Employee Credit Union Member on July 18, 2023
On July 18, 2023, I had a disconcerting encounter at the Knoxville TVA Employee Credit Union,( Locations:102 N. Seven Oaks Drive Knoxville TN 37922 and 7515 Central Avenue Pike Powell TN 37849), where I experienced an unsettling display of personal bias and unprofessional conduct. The incident involved the deposit of three money orders purchased from Walmart, each filled out to myself for deposit into my checking account. Having performed this transaction previously without any issue, I was taken aback by the actions of Branch Manager Powell TN (didn't get her name) and Acting Manager, Lauren White, at the West Branch. The purpose of this review is to elucidate the incident, highlighting the lack of integrity and ethical behavior exhibited by the managers involved and their disregard for proper verification processes. Upon attempting to make the deposit, the Branch Manager and Acting Manager expressed their disapproval and declared a 30-day hold on the three instruments. This unexpected response left me perplexed and concerned, particularly given the fact that I had successfully conducted this transaction twice before without any problems. The two managers appeared to have colluded, supporting each other without making any genuine attempt to verify the validity of the Walmart money orders presented.During this unfortunate encounter, I provided ample documentation to establish the legitimacy of the money orders, including the Walmart money services store receipt, complete money orders with stubs, the debit card used for the purchases, and my bank account app displaying the deducted funds. Despite this comprehensive evidence, the managers arrogantly justified their decision with the phrase "We reserve the right to place a hold on the money orders to ensure that they clear. This dismissal demonstrated their disregard for proper protocol and their unwillingness to adhere to established policies.Notably, the Knoxville TVA Employee Credit Union has no policy indicating that money orders require a 30-day hold period. Consequently, the managers' decision seemed arbitrary and subjective, rooted in personal bias rather than adhering to professional standards. Furthermore, their actions constituted a violation of the law & their own policy, as I was entitled to at least $225 to be released within one business day following my deposit. Regrettably, this right was not extended to me, despite the existence of such legal provisions. Adding to my dismay, the managers failed to consider the funds already present in my account, offering no amount comparable to the balance available. This lack of consideration further highlighted the prejudiced and unprofessional conduct exhibited during this encounter. As a member of the community, I expected to be treated fairly and respectfully by employees of a financial institution that prides itself on serving the needs of its customers.The experiences I had at the two Knoxville TVA Employee Credit Unions on July 18, 2023, left a lasting impression of disappointment and disillusionment. The lack of professionalism, personal bias, and disregard for established policies and legal requirements demonstrated by the Branch Manager and Acting Manager, Lauren White, were unacceptable. While I maintain my account withTVA credit union, I have taken steps to move my business to a more friendly and professionally operated financial institution. It is my hope that this review sheds light on the importance of upholding ethical behavior and fair treatment in the provision of financial services to the community.
Date of experience: July 18, 2023
