Consumer complaint received 2024-03-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: RANDOLPH-BROOKS FEDERAL CREDIT UNION
State: TX

Complaint narrative:
XX/XX/2024 I went to RBFCU bank in XXXX XXXX Texas located on XXXX XXXX XXXX. I went to go withdraw {$7900.00} from XXXX XXXX thru. The teller miscommunicated with me & was NOT specific about 4 envelopes dropping. she only said " XXXX are coming down '' So when the first drop comes I see ( 2 ) envelopes full of cash my ID & receipt. So USALLY when you've completed a transaction the receipt & ID are sent back AFTER the transaction is completed, and in this case that did not happen! The teller logged off the screen before any money was even dropped. she dismissed me thanked me and logged off before any money was giving out, I see 2 envelopes and everything else I need, so Im thinking Im ok to go. I placed canister back and pressed the wrong button sending it up when I meant to call and see if everything is good. She comes on again and says anything else? Thank you have a good day and logged off. NOT telling me to wait for another drop with 2 more envelopes coming!! The teller never got on the screen verify I, XXXX XXXX is grabbing the second drop, especially a large amount of money. She allowed someone else access to my money!! she should have pulled it back up as soon as she saw that person was not me!! So I drove off and with in a couple of minutes I notice Im short. I go back to the bank so they can count it for me inside the lobby. They confirmed I only got back {$3900.00}!! I told them if my ID & receipt was not giving back the first time I would have NEVER left with out my receipt & ID, Even on video you can see me checking the envelopes to make sure I have everything I needed. 
So then they make me wait 2 hours so they can tell me what happen to the other XXXX. Come to find out after checking surveillance the man who was behind me took the second drop and left with my money and did no transaction. XXXX XXXX XXXX XXXX XXXX XXXX XXXX told me its my fault for leaving and not counting my money, and said they will be not be responsible for anything! They also cant identify this man they only have a picture of him & cant pull a license plate number or nothing!! I called the police and I filed a report and pressed charges while at the bank. I went above and called corporate and they said they cant reimbursed my money & STILL blaming me. They are just wanting me to sweep it underneath the rug and not have any fault whatsoever! The tellers miscommunication cost me XXXX and they want me to just be ok with it. It happen on their property still in the canister!! I didn't know a second drop was coming down or I would have never left XXXX for anyone to grab, If my ID was not given back the first time I would had not left because to me that means transaction is not completed! Since everything was returned I felt safe with the teller getting me what I needed. Before any drop was even made she said thank you have a nice day and logged off. She never made sure Im the one getting the money she didn't even come back on for the second drop to see if its the correct person picking up this big amount of money. They have proof of me only getting 2 envelopes & me checking the envelopes, & they have video of the man behind me taking the envelopes. XXXX told me no audio is heard so its my word again hers & I feel like they are not treating this with care and they are trying to cover the tellers mistake as well. Its not fair to me at all that XXXX getting treated this way when Ive been a long time customer with them. The teller has fault in this to for not being specific about 4 envelopes in XXXX! that was my tax refund and my kids and I depend on that money. I feel like Im going nowhere with them. I need your help please I know they have fault in this to everything is recorded for a reason but really feel like they are not taking this as serious as they should they aint doing anything to identify this man either. 
I hope this is enough information if any more information is needed please please feel free to ask me. I hope I can get a resolution and you can make things right. 
Thank you so much, XXXX XXXX.

Company response to consumer: Closed with explanation