ComplaintsforDivision Six Hwy Credit Union
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Complaint Details
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Initial Complaint
06/13/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I made a deposit of $4,000.00 and when the teller came back she said I only gave her $3,000.00. I had the manager pull the teller camera and they said they can't see the denominations of what was counted out. They have no audio. I counted out the money and verbally told her what I was depositing.Business response
06/21/2023
Mr. **** walked into the credit union and handed the teller increments of cash. He was talking to the teller the entire transaction. The video clearly shows him handing the teller cash and her counting the cash. She puts the cash into her teller drawer and gets his receipt. She hands him receipt and he asked her if a check had cleared. She pulls up his account and they begin discussing the transactions. Mr. **** said, I gave you $4,000 not $3,0000. The teller proceeds to count her drawer in front of Mr. **** and the drawer balanced. She then hands the drawer over to the senior teller and she balances the drawer. Again, the drawer balances. I reviewed the video and sent it to our NCUA rep who also reviewed the video. We all agree it was a deposit of $3,000. Mr. **** said, he had withdrawn the cash from an account at another financial institution and the cash was sitting on a counter at his house, before he brought it into the credit union. Mr. **** asked me if the tellers were bonded and why I couldn't just give him the money.
Customer response
06/29/2023
In the video what you felt to realize is after I gave $4,000 to the teller; she took the first $1,000 and put a clip on it before putting it in the drawer. Next, she proceeded to take the remaining $3,000 that was on the counter and put it in the drawer. She failed to count the money back to me out loud. I found her money handling unusual. After I looked at my receipt and it said $3,000 was the deposit I made I asked her did something come through and she said no. I then asked why is the receipt $3,000 and not $4,000. The other teller proceeded to balance her drawer while she went to the bathroom the other teller said the drawer was balanced; which of course would be accurate if you only put $3,000 in the drawer from the beginning. I got the money from another bank and only had it at home. There's no way I lost exactly $1,000 from home to the credit union. I'm a friendly customer and always speak to the tellers. If she felt distracted that's all the more reason she should have counted the money back to me all at once on the counter instead of putting some in the drawer with a clip and leaving the rest on the counter. I've done many Bank transactions and have never been through anything like this or seen a teller handle money the way she did.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.