Business ProfileforEmpower Federal Credit Union

On April 12, 2024, I tried sending a $250 ***** payment via the Empower FCU mobile app. The transaction failed without explanation, and subsequent attempts resulted in the same issue. ***** deducted the payment twice for these unsuccessful transactions. I reached out to Empower on April 15, and a representative assured me that the ***** problem had been fixed, with the money refunded to my account. However, I couldn't see this reflected on my end. The representative acknowledged that Empower was aware of the issue and working on a resolution, promising that the balance would be updated within two business days. Despite contacting Empower daily, including today, April 18, I've received no concrete resolution, only assurances that the matter is still under investigation with no ETA provided. Empower failed to inform members about this issue, potentially leaving others in the dark as well. It's unfair for Empower to risk members' accounts going into the negative due to their problem. They owe me $500, yet their response has been indifferent. Despite being a long-time customer, I've never encountered such negligence. Moreover, their customer service representatives lack empathy and provide vague responses. This lack of urgency and accountability is unacceptable. Empower must address this issue promptly and compensate affected members. I shouldn't have to rely on other resources because Empower withdrew $500 from my account and isn't prioritizing a resolution. Once this matter is resolved, I intend to take my business elsewhere, and I encourage others to do the same.