Consumer complaint received 2025-06-03 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: LA

Complaint narrative:
On XX/XX/year>, I visited the XXXX XXXX to deposit {$6400.00} in cash, all in {$20.00} bills. While reviewing the transaction footage later with the branch manager, the timestamp showed that at approximately XXXX XXXX, the teller informed me that the deposit total was {$6100.00}, which was incorrect. I had personally counted the amount before arriving and have never had any issues with in-branch deposits in the past. The teller assisting me, whose name I believe to be XXXX, displayed unusual behavior throughout the transaction, including visibly hesitating upon receiving the cash and taking excessive time to verify what appeared to be a single {$20.00} bill under her desk. She separated the stack into piles to feed through the money counter, during which I observed some bills being rejected by the machine. 

When the machine finished, she informed me the total was {$6100.00}, a discrepancy of {$240.00}. I calmly expressed that this was incorrect, as I was certain I had brought in exactly {$6400.00}. She recounted the funds on another machine and arrived at the same amount. I declined to proceed with the deposit because the figure was not accurate, and she suggested that perhaps I had misplaced or dropped the cashan extremely unlikely scenario, as I transported the money directly from my home to the bank, with the utmost care and security. 

To be thorough, I returned home immediately and confirmed that I had not left or dropped any money. I then returned to the branch about XXXX hours later and spoke with the branch XXXX, XXXX. She had me recount the situation and proceeded to review the transaction footage with me. In the video, it was clear the teller spent a notable amount of time checking a {$20.00} bill under her desk and prior had an exchange of glances at another teller sitting to the left of her. The footage also showed the machine spitting out bills intermittently during the count. The branch manager acknowledged that there was a discrepancy in the footage, something she noticed that I did not, which led her to offer an explanation. However, her reasoning did not clearly address what specifically occurred or provide a full understanding of what she saw. Despite this lack of clarity, she ultimately stated that because I did not accept the {$6100.00} and the transaction was canceled, the deposit would not be finalized. She advised me to wait until the end of day to see if the tellers drawer was over, in which case I would be contacted and credited the difference. Otherwise, I would have to wait until the end-of-month audit. 

As of today, I have received no call, no follow-up, and no credit of the missing {$240.00}. I want to make it very clear : I am highly confident in the amount I brought in. As someone who also works in finance, I am meticulous when handling cash, and I would not make the mistake of miscounting or misplacing XXXX twenty-dollar bills. I am extremely disappointed that a financial institution Ive trusted for over XXXX years has handled this matter with such ambiguity and lack of urgency. 

I am requesting a formal investigation into this incident, including a full review of the tellers drawer count, transaction footage, and internal audit trail for the day in question.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation