Consumer complaint received 2017-06-23
Company: BB&T CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
At approximately XXXX on Wednesday, XX/XX/2017 I went to the BB & T bank branch located at XXXX XXXX XXXX , XXXX , PA XXXX ( XXXX ) in order to cash six ( 6 ) XXXX ( {$1000.00} ) EE savings bonds I had been given due to the recent XXXX of my wife. I went to that particular BB & T branch because the organization I am XXXX and XXXX XXXX  of has a business account with them and I trusted them. 
When the next available teller was ready, a male, I came to his window and proceeded to take the necessary steps to cash the bonds which took some time.
When the total amount of the bonds was determined ( {$3800.00} ) the teller apparently did not have the entire amount in his drawer and asked his female co-worker, a teller working the window to his left, for assistance after which she went to the banks vault to get the necessary funds.
After approximately five minutes the female teller came out of the vault with money in her hand that was divided up into four stacks with a wrapper around each ; these included three stacks of XXXX XXXX bills and one stack of XXXX XXXX bills. The male teller then assembled what I thought was the entire amount of money and began counting to himself using the bundled stacks as follows : {$1000.00}, {$2000.00}, etc. This counting included using the bundled stack of XXXX XXXX bills to make up XXXX XXXX XXXX ( so I thought ). At no time do I recall the male teller taking any money out of the wrappers and counting each of the bills separately, he just used each stack to equal what he thought was the correct amount ( i.e. each stack of XXXX XXXX XXXX bills he counted as XXXX XXXX XXXX ).
The male teller then counted the money out again using the same technique of the bundled money he had used previously, {$1000.00}, {$2000.00} etc. When he came to the wrapped XXXX XXXX bills he included those as XXXX XXXX XXXX  without counting them separately and then proceeded to count out the remaining non-wrapped bills to equal the amount of {$3800.00}. After he was done counting he produced an empty envelope and gave it to me along with the money while at the same time giving me a printed record for the IRS which included the interest paid.
I then placed the money in the envelope in front of the male teller and took the envelope containing the money to my car after which I immediately proceeded to one of my normal financial institutions, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, PA XXXX ( XXXX ) -XXXX ) which was less than one ( 1 ) mile down the road to make a deposit. After walking into XXXX XXXX I proceeded to a female tellers window ( her name is XXXX ) and after removing the money from the envelope gave it to her to count. After counting out the three wrapped XXXX XXXX bill stacks with each XXXXXXXX XXXX XXXX  bill being counted separately, she moved to the wrapped XXXX XXXX stack and stopped counting to tell me that there was, in fact, only XXXX XXXX XXXX bills in the stack which equated XXXX XXXX XXXX XXXX dollars as opposed to the XXXX XXXX XXXX it should have contained. At this point I asked XXXX what I should do and she said I should immediately proceed back to BB & T to let them know what happened ; I did that without hesitation. After walking into the BB & T I proceed to the same male tellers window I originally dealt with to tell him what happened. He then told me to please sit down and he notified an on-duty supervisor ( XXXX ) who came out to speak with me. I explained the situation to her after which she told me to stay seated and she would do what she could to determine what happened. It was at this point the male teller and XXXX did a drawer audit after which XXXX came back to tell me that the drawer checked out, its not short and that she would explain things to a higher level manager and I should receive a phone call from that person on Thursday, XX/XX/XXXX, or directly from herself ( XXXX ), on Friday, XX/XX/XXXX ( I received no phone calls on either day ). Since I hadnt received a phone call on Thursday or Friday I came back into the bank at approximately XXXX on Friday, XX/XX/XXXX, to let someone know that I hadnt been called and I was not pleased with the overall situation. At that time the female teller who took the money out of the vault on XX/XX/XXXX took my name and phone number and told me somebody would call me ( I then left the bank ). On Saturday, XX/XX/XXXX, I received a telephone call from XXXX, who explained that everything checked out and that I would not be given {$250.00} or any part thereof since it was your ( my ) responsibility to ensure the money you received was correct. I attempted to explain that the wrapped money the male teller received was from the vault and not from his drawer after which XXXX responded something to the effect, that doesnt matter, it wouldnt affect the transaction and then proceeded to tell me again that it was my responsibility for not ensuring the total of the money I was given was correct. I explained that I immediately went to the Credit Union after receiving the money without stopping anywhere and there was no money laying in my car when I went into the credit union. I asked what could have happened to the XXXX XXXX XXXX XXXX XXXX I was missing if the mistake wasnt BB & Ts and XXXX answered, I dont know. Since I felt I wasnt getting any consideration even though my organization was a business customer of BB & T I felt it best to thank XXXX and tell her to have a good day and then ended the call. To date I have not received any additional contact from a representative of BB & T nor a letter of explanation. At this point I would just like to receive the XXXX XXXXXXXX XXXX XXXXXXXX XXXX that I feel I am owed since I trusted BB & T to treat me as a valued customer given the fact that the organization I am XXXX and XXXX XXXX for has been a loyal customer of BB & T for over one year. I am willing to sign any affidavits or necessary forms attesting to my statements. Thank you.

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