Consumer complaint received 2025-09-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
On XX/XX/2025, I tried to add {$2000.00} to my XXXX XXXX  account XXXX $ XXXX using the 'Add Cash ' feature. The transaction failed on XXXX XXXX, but my linked bank account was debited. I contacted XXXX XXXX customer service by phone and was told that the {$2000.00} would be reversed back to my bank account within 1 to 3 business days. 
I then made another deposit of {$1000.00} into my XXXX XXXX account, which was successful. After that, I transferred {$2000.00} from my XXXX XXXX to another XXXX XXXX account called XXXX XXXX XXXX XXXX  which was also successful. However, my bank was debited for both transactions, even though the first one failed on XXXX XXXX 's end. 
Later that day, I received {$1000.00} from XXXX XXXX XXXX XXXX  and combined it with my existing {$1000.00} balance to buy {$2000.00} worth of bitcoin. 

After waiting three business days, the {$2000.00} reversal claimed by XXXX XXXX customer service still hadn't appeared in my bank account. I reached out to them again, and they told me to contact my bank. My bank, Navy Federal Credit Union, said the money wasn't reversed by XXXX XXXX and that I should go back and talk to them. 

I called XXXX XXXX again, but they couldn't help me. I requested to speak to a manager, and the representative told me he had escalated the case. The manager contacted me via email and confirmed that the {$2000.00} transaction had failed and been reversed. However, they suggested that if the money hadn't appeared in my account, I should advise Navy Federal Credit Union to file a dispute. 

My bank filed a dispute for the {$2000.00}, but XXXX XXXX told the bank that the transaction was successful and I had used the money to buy XXXX. This was a total lie. As I mentioned earlier, I used the successful {$1000.00} deposit and the {$1000.00} sent by XXXX XXXXXXXX to buy {$2000.00} worth of XXXX, which is reflected on my XXXX XXXX statement for XX/XX/XXXX. 

As shown on my bank statement, on XX/XX/XXXX, it's clear that XXXX XXXX debited my bank account for three transactions on XX/XX/XXXX ( which was posted on XX/XX/XXXX since the XXXX was a weekend ). However, only two of these transactions were successful on the XXXX XXXX platform. 

I've made several calls to XXXX XXXX, but they've been unhelpful and unprofessional, failing to conduct a thorough investigation. It seems the same customer service representative answers all calls, and they've been providing conflicting information, claiming the {$2000.00} was reversed back to my bank or that I used the money for something else. When I asked for proof that they reversed the money, they couldn't provide any. This has been very XXXX  for me. 
I'm requesting a thorough investigation into this matter to find out where my {$2000.00} is. I've attached supporting documents, including my XXXX XXXX statements, bank statements, and a screenshot of the email sent by the XXXX XXXX manager confirming that my money was reversed back to my bank.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation