Navy Federal Credit Union [NFCU] review: ATM error

I attempted to withdraw $700.00 from my account at a chase location in Manhattan. The money was not dispersed and the receipt confirms I did not get the money. I called Navy Federal on 9/10/25 and spoke with a rep named Crystal who assured me the money would return to my account in the evening. I then called back and spoke with Manaya who confirmed what Crystal said also stating my money would return that evening. The next morning the money still wasn't there so I called back and Spoke with Stephanie who advised no claim was submitted. Stephanie submitted the claim and said the time frame to get my money back could be 1 - 10 business days. It is horrendous that you have customer service reps who lie to customer as Crystal and Manaya both lied to me and did not even submit a claim. I am a 61 year grandmother who has custody of her grandkids. I need my money back so I can my granddaughter's tuition and I explained that to both Crystal and Manaya and they both lied for no reason. I don't understand why they didn't submit a claim. If this is the way your customers treat people I don't think I can keep my business with Navy Federal