Consumer complaint received 2025-02-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: WAFD BANK
State: WA

Complaint narrative:
On XX/XX/year>, we were waiting XXXX for greyhound to pick us up as I paid {$570.00} for myself, my siblings ( XXXX and XXXX XXXX ), and my moms friend. The tickets were for a scheduled trip from XXXX, XXXX, to our destination. As responsible customers, we arrived at the designated bus stop on time and waited. However, the bus never STOPPED BECAUSE IT WAS LATE, and we were left stranded without any communication from XXXX regarding delays or cancellations. Despite following all proper steps to rectify this situation, I was met with negligence from both XXXX and WaFd Bank, leaving me financially burdened and frustrated. All of the time frames are included in the screenshots and some of the reports I tried to do. 


Greyhounds failure to provide transportation caused significant stress and financial hardship. Despite purchasing tickets in advance and arriving at the stop on time, the bus did not show up, and no alternative was provided. I immediately contacted XXXX customer service, expecting assistance. Instead, I was met with complete indifference. Their representatives refused to take responsibility and placed the burden on me to seek reimbursement. 

As a result, I had no choice but to drive to XXXX XXXX, ID, at my own expense. This was an unexpected cost that could have been avoided if XXXX had honored its commitment or provided assistance when the issue arose. I went for my grandma as she was dignosed with stage XXXX XXXX XXXX. 

XXXX Banks Failure to Protect a Customer After XXXX failed to provide service, I took the next logical step : I disputed the charge with my bank, WaFd Bank, expecting protection as a paying customer. Instead, I was subjected to poor handling of my claim and a complete lack of support. 

WaFd Bank representatives initially gave me hope, stating that they would investigate the issue. However, they later refused to pursue the matter, despite all the evidence I provided. Instead of conducting a thorough investigation, they placed an unreasonable burden on me, requiring that I seek out security footage from local businesses to prove my claim. 

When I followed their instructions and requested surveillance footage, it was too latethe footage had already been erased. This was an unrealistic and unfair expectation for a customer to fulfill. I had already provided : Email correspondence with XXXX confirming their refusal to assist. 
Images and ticket confirmations proving that I had paid for the service. 
Details of my presence at the bus stop with witnesses. 
Despite this, WaFd Bank denied my dispute, leaving my account negative and offering no further assistance. 

Financial and Emotional Impact The consequences of this situation have been both financial and emotional. First and foremost, I lost {$570.00}, which is a significant amount of money. Additionally, I had to incur further costs by driving to my destination, spending more money on gas and other travel expenses. 

Beyond the financial loss, this experience has been incredibly frustrating and unfair. As a customer, I expected basic consumer protections, yet both XXXX and XXXX XXXX  failed me. Instead of receiving assistance, I was treated as if I were responsible for proving a case that should have been investigated by my bank. 

Resolutions Demanded Given the clear negligence in handling this case, I am demanding the following : 1. XXXX Must Issue a Full Refund of {$570.00} XXXX failed to provide the service I paid for. I demand a full refund of {$570.00} for the bus tickets that were never honored. 

2. WaFd Bank XXXX XXXX XXXX XXXX XXXX and XXXX XXXX Bank failed in its duty to protect me as a customer. I demand that XXXX Bank immediately reopen the dispute, conduct a proper investigation, and credit my account for the full amount. 

3. Immediate Account Correction to Remove Any Negative Balance Due to this dispute, my account has been left negative, adding unnecessary financial stress. I demand that WaFd Bank remove any negative balance resulting from this situation. 


This entire situation has been unacceptable. As a paying customer, I should not have been left stranded by XXXX, nor should I have had to " play police '' at the request of my bank. I took all appropriate actions, yet I was met with resistance and negligence. XXXX must take responsibility for failing to provide transportation, and WaFd Bank must correct its failure to protect my consumer rights. 

I expect immediate resolution and will escalate this matter further if necessary.

Company response to consumer: Closed with explanation