Consumer complaint received 2022-07-29
Company: VYSTAR CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Vystar Case Elder Abuse Police report number XXXX XX/XX/XXXX Theft I entered Vystar Credit Union located at XXXX XXXX XXXX, XXXX, FL XXXX on XX/XX/XXXX with {$1800.00} in cash that I took from my safe from my home at XXXX XXXX XXXX XXXX, Fl XXXX. I gave the teller {$1800.00} in cash to teller and told her I wanted to make a deposit. 
I advised her I couldn't see to read the deposit slip due to not have my glasses. I said I could go back to the car to get them. She said she could fill it out for me and proceeded to fill out the deposit slip and took the {$1800.00} cash. 
I instructed her to give me a cashier 's check for {$1300.00} to pay my property taxes, and to deposit the remainder in my checking account. I did not verify the deposit slip I signed when she filled out the slip and I didn't verify the amount of the cashier check. I did not have my glasses. I trusted the teller completed the transaction as I instructed. I took the cashier 's check to the Tax collector to pay my property taxes. I was told the amount was of the check was {$700.00} and insufficient to pay my taxes and that they do not accept partial payments.. I realized at that moment there was an error, so I returned to Vystar to the teller that assisted me. I informed her the amount of the cashier 's check was incorrect and was not the amount I requested to pay my taxes.. The teller denied I made an {$1800.00} cash deposit and insisted that it was only {$700.00} because I signed the deposit slip she filled out on my behalf.. I deposited the {$700.00} and added {$680.00} to get another cashier 's check to pay my taxes due. I raised my concern with the Bank Manager and requested they review the video tape of the transaction and the Manager also stated that I signed the deposit slip indicating {$700.00}, so it was not necessary to review the tape. I told the teller that she knew I gave her {$1800.00} cash to deposit and she took the $ XXXX left the bank and returned another day with a friend XXXX XXXX XXXX We approached the teller and I questioned her again about that day she filled out my deposit slip. I asked the Bank Manager to review the video again. She said there was no need because I signed the deposit slip for {$700.00}. I said to the teller " Girl you know you took that money ''. 
The Manager said I should not be threatening her, and I signed the deposit slip for {$700.00}. I asked if they have cameras of the tellers. The manager said they have cameras everywhere, but still refused my request to simply review the video of the teller for XX/XX/XXXX when I gave her {$1800.00} cash. 

I returned to the bank on 3 separate occasions asking for the tape to be reviewed to determine if I made an error or if the teller mishandled my {$1800.00} cash deposit. I received the same response from the Bank employees each time. Vystar refused to review the tape of the transaction on XXXX My daughter instructed me to call the police to report the theft and Elder Abuse after receiving no investigation from Vystar for over 5 months.. 

On Thursday XX/XX/XXXX My daughter XXXX XXXX called XXXX on my behalf to report the theft and Elder abuse at Vystar located at XXXX XXXX XXXX, XXXX, FL XXXX Officer XXXX XXXX  completed a XXXX report and questioned me regarding the incident on Wednesday XX/XX/XXXX. We remained outside in my vehicle. XXXX XXXX entered the bank to investigate my complaint. Minutes later Officer XXXX returned and stated that the Bank employee wanted to speak to me. 

My daughter XXXX XXXX and I entered Vystar with Officer XXXX  and met with bank employee XXXX XXXX, Senior Relationship Specialist. I told XXXX XXXX what transpired on Wednesday XX/XX/XXXX and told her I returned on 3 separate occasions to get some resolution. I was told over and over again that I signed the deposit slip for {$700.00} and there was no need to review the video. XXXX XXXX stated that the bank would not have a record of the missing funds and asked if I am challenging the integrity on the teller. I replied that I am challenging her mishandling of my deposit. XXXX XXXX stated I would need to produce the transaction slip for that day. My daughter asked if there system would have the statement for XXXX review the deposit. She stated there records only go back 90 days. XXXX XXXX asked that I bring my statement back documenting the {$700.00} deposit. She stated her Manager would review the video and she will call me with the results. XXXX XXXX said the police could not review the video and it would require a Subpoena. I asked when to expect a call, and she stated she's not sure, because the Manager was on vacation.. 

As of Friday XX/XX/XXXX, I still have not received a response from the Vystar Manager of the results from reviewing the video of the transaction on XX/XX/XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation