Woodforest National Bank review: A dispute for an unauthorized charge

On November 23, 2024 my account was hacked. I didn’t realize it until the following day which was Thanksgiving day. I called customer service the following day when they were open and filed a dispute. I also went into my bank in person. The people at the bank were very nice and told me it would be taken care of. She also told me there were several transactions that whomever hacked my account tried to process. Which in them doing so it eventually locked up my account thank goodness. About 10 days later I was informed my dispute was denied. I was told that the one charge was for an Airbnb and that since I previously had used Airbnb they basically could not file it as an unauthorized charge. Which it was an unauthorized charge because I did not give permission for this transaction. And was told because I didn’t dispute previous charges with Airbnb I could not dispute this one because they look at it as I have them permission in the past to charge mg card. I have them permission in the past to charge my card for that time for the Airbnb that I reserved. This time it was not me and I didn’t give permission for it. I was told to contact Airbnb to get my money back. So I did it has been a nightmare. Finally with no luck Woodforest said I can file a rediapute and they would investigate it. So on December 10,2024 I filed for a redispute.. I called a few weeks later to get an update and was told there was no update fbag these cases are a no time frame basis. They are reviewed as they come in. I ask will this take a week or weeks or months and was told they can not tell me that I can call back in a few weeks to see if there is any updates. I’ve called several times and every time I am told it’s under review and a supervisor has to review it and they can not tell me when this will be. The charge was for $207.69. It was not just a few dollars. This was bill money and it was taken from me. My bank should be able to protect my money. Also Airbnb finally emailed me on around 12/21 and told me they are sorry basically that due to their privacy policy and that the charge was not made under my name or under my Airbnb account that they can not refund me my money unless my bank disputes it with them. So I called Airbnb and they told me all my bank has to do is dispute it with them and then they could look into it and refund my money. But because my bank tells me it’s not considered an unauthorized charge so u have to wait in line basically I can’t get ng money back until Woodforest decided to look into it. I’ve already sent all of the information proving it was not me and it was in fact an unauthorized charge. I don’t understand how Woodforest can tell me it’s not an unauthorized charge. I did not have any agreement with Airbnb for them to charge my card. So therefore it is an unauthorized charge. I have never in my life heard of any bank doing this to a customer. I have been a customer with them for over 15 years and they can’t even protect my money.. When I call to speak with the dispute department all I get is I am very sorry for the inconvenience this has caused and that you have had to wait this long and then it’s the but this is how we do things and our policy. So it’s your policy to not protect your customers money ans to make them wait months to get a refund of money from their account being hacked. If it was something I had done I could see it taking this long. But I did nothing wrong and my account was hacked. I should not have to wait this long. I feel I should close my account and go with another bank at this time. There is no reason anyone should still be waiting almost two months later for a refund from their account being hacked. By the time they get around to my redispute Airbnb is probably going to tell me it’s been too long and they can no longer refund my money. Then what do I do just not get my $207.69 back and let it go. I need this money. Tbat is a lot of money to me. I feel Woodforest is just pushing me off and trying to get me to get frustrated with it and give up so they don’t have to give me my money back. I will not give up. I want my money back. And I feel like they should be doing something to get it back. And as far as them telling me it is not an unauthorized charge I would love for them to explain tk me how it is not unauthorized when I did not give permission for the charge to be made nor do I even know who did this. And Airbnb is not allowed to give me any information without my bank disputing it for me. So I can not even contact the host with Airbnb to let them know this was a fraudulent charge. It’s against Airbnbs policy they said. This is ridiculous. I am adding screenshots of just part of what I have had to deal with. This is not at all even a fraction of what I’ve dealt with or the time I have consumed because of this situation. On top of I am out the money I have spent hours and days dealing with this for months now.

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