On June 13, 2020 I was with my father in the drive thru at PrimeTrust Federal Credit Union. My father was the driver and I was in the front passenger seat. The drive thru was moving slowly and I made it to the bank teller window at around 11:56 A.M.. After my father completed his transaction at the bank, I initiated my bank transaction. I was trying to deposit $4,540 into my savings account. The bank teller was provided with my; money, bank card, and driver's license. Once the bank teller received the items, she miscounted the amount of money that I gave her 2-3 different times. After the bank teller miscounted my money, I informed the bank teller that I wanted my money back and I cancelled the transaction. The bank teller provided me with the money back but it was the wrong amount. The bank teller provided me with $3,440 out of the original $4,540 that I provided her. The bank teller failed to provide me with $1,100 and it was missing. I contacted the bank's call center the same day of the incident and spoke to a representative at 12:36 P.M.. The bank closed at 12:00 P.M and it closed 4 minutes after the failed transaction took place. The representative documented it and submitted a form to the bank. The representative informed me that the bank would contact me at a later time with the phone number that I provided her. On Monday June 15, 2020, an employee at the bank called me at 2:29 P.M.. When the bank employee spoke to me, I informed her of what occurred. The employee was told the same story, that I told the call center representative for the bank. The bank employee informed me that someone would call me back from the bank later on in the day after the bank employee's look into it. As time went by, the bank never contacted me that day. I was informed by the second representative that the bank manager would contact me and the manager never did. On Wednesday June 17, 2020, I contacted the bank at 10:01 A.M. since I never received the promised phone call on Monday. The banker had no knowledge of the incident. Between 10 A.M-1:31 P.M on Wednesday, the credit union and I talked on the phone on 4 separate occasion's. The manager conducted an investigation and was unable to determine if my claim was true about the missing money. Again, I insisted that it was true and the credit union would not budge. The manager wanted to know why I drove off from the bank if I was shorted that amount of cash and claimed that the Vice President of operations informed her not to provide me with my money back. I informed the employee that I felt rushed since it was 4 minutes to closing and I was in the passenger seat of the vehicle. Since I was unable to count the full amount in the car at that time, I counted it and realized the error as soon as I got home within 45 minutes of the incident. In summary, I tried to make a deposit into my savings account for $4,540. When the bank employee miscounted my money, I wanted the money back. When the money was handed back to me, I received only $3,440. I was missing $1,100 out of the amount that was handed to the cashier at the bank. I was unable to resolve it by phone with the bank employee's or their call center.
User's recommendation: Don't do any banking business with this credit union.