Consumer complaint received 2023-11-06
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I called my bank ( Navy Federal ) to ask what the safest way to send my money for a product/service provided by a company I wanted to work with was. The agent that had answered from navy federal had stated all third party apps were un safe ( XXXX, XXXX, etc ) and proceeded to say XXXX was the safest. I asked if I could get my money reimbursed in an event where the company did not give the services they promised. He then proceeded to reassure me that I could dispute the XXXX transaction and get my money back in an event where if I got scammed or did not receive what I was promised, promised as in ( the company and I had a contract ) that I could get my money back from XXXX and to just call and dispute it etc. so I decided to take his word and trust him, I mean he worked at my bank of 6 years+ why wouldnt I? That was a big mistake, after a long horrible business service was happening from the company that I sent my big amount of money to had happened he had said we could opt out of the contract and that we were done. I had screen shotted all of the conversations the merchant or business whatever youd like to call them and I had. He threatened me, harassed me with name calling in addition to saying our contract was done. I then called my bank to let them know what happened and to dispute the money and they told me I couldnt and that they couldnt get my money back because it was XXXX. Could you believe that I then proceeded to let them know what the employee had told me from their bank company, they did end up disputing it and requested evidence. No problem I sent all the screen shots I took and the contract from the company/merchant and the texts of him saying its voided etc. I waited patiently for a month plus. Decided to call and get a update they told me it would take 45 days ( its already been 30 days ) and to call back on Monday to get a hold of the debit card department. So I waited more until Monday and decided to call and get a update since Ive waited so long, and given them all the proof needed etc. The bank agent this time then proceeded to tell me itll take up to 120 days to even get a decision on if Ill get my money back. I informed her about their agents fault and she brushed it off like it was perfectly ok and not their fault but in fact my fault. She re assured me there was nothing they can do but wait for the scammer companys responses, even though they have the contract and texts from the company saying that it was voided and no longer valid. Also in addition to the fact I would have never sent my money at all if I knew that no payment service was safe the only reason Im in this situation in the first place was because the bank agent re assured me my money was safe if it got scammed and that I could dispute it. My money is just gone the bank wont give me any specifics on the process or whats happening Im supposed to just be sitting here waiting for my big amount of money but still pay off the loan. I did in fact pay for it with money I got loaned from the bank. So Im still having to pay for my expenses and day to day living but also the loan for the money that I havent touched and that got scammed from me. The whole situation is so unfair the big bank picking on their customers when its not even me at fault its them for their employee misleading/ lying to me and resulting in myself losing out on a lot of money and time.

Company response to consumer: In progress