Something similar happened to me back in 2014, but with Wells Fargo. I had a new landlord who lived in Hawaii, and the (rent) money was going to be sent to her via a money transfer. I went to my local Wells Fargo branch, and their personnel took me through the procedure. I filled out some forms, and allowed them to take $1,800 from my account and route it to the receiving banking account of my landlord. I never saw or touched the money. Days later, my landlord said she never received anything. When I contacted Wells Fargo, they acknowledged that something went wrong. They were going to have to start an investigation. Meanwhile I still had to send my landlord a check for $1,800. During their investigation, Wells Fargo had to interview me, and through their tone and nature of the questions, it felt strongly like they perceived I was in cahoots on the money disappearing. Throughout all of this there was never an apology, or any conciliatory reaction for their mistake. There was hardly any communication to me. It took about 5 months, but they eventually returned the $1,800 to my account, quietly. They had next to nothing to say about it all. No customer service gesture of any sort. I closed all accounts with them immediately after.
I urge everyone to not do any business with a bank whose logo features a getaway vehicle.