Saw a guy yesterday that was very unhappy that he had £200 missing from a £1000 bundle.
The guys story went that he had just been into another bank with 2 bundles and the cashier there said she thought one felt ‘light’ she weighed it and said it was £200 short, he then said the cashier opened the bag (it was sealed up until this point) and counted it by hand. She confirmed it was short, and so the customer took back some of the money and came to see us.
I said from the outset there might not be a lot that we can do as we always suggest counting the money out to the customer before they take it away.
On this occasion it was revealed it wasn’t the customer in front of me that had withdrawn the money, but his ’76 year old frail elderly mother, who wouldn’t have wanted the money counted out in front of her’ he got very irate that I hadn’t just given him the ‘missing’ £200. I also asked why the other bank had opened the bag and not come to see us straight away with the bag still sealed, the response was she said it would be ok as we could phone her at the other bank and she’d confirm that it was sealed up until she had opened it and this would be fine!
I will try to help customers as much as I can….they are normal people, and a bank worth millions and millions can
probably afford £200 easier than the average man/frail old lady on the street. But these bags were dated 2013, 2 years old, which is longer than the records we keep in the branch for, again when I told him this bit of information he again lost it.
At this point I am past trying to help, as being rude and offensive isn’t a way to get me to try and help sort something. So I gave him the complaints leaflet and said he should ask his mother to complain, or at least help her, as there was nothing more I could do. He then asked what his mother had to do with this situation as he was the one complaining, I was losing the will to live at this point but had to explain she was the one that had withdrawn the money in the first place, his response was ‘she is old frail and 76’ (I’d heard this plenty of times already!) And did not want to get her involved!!!! I gave up, told him how it was, and after a few more expletives from the customer he upped and left…..
After he had gone I did wonder what had happened to this money(he did sound genuine) but I checked the dates and there was no money over on the days the bags were sealed. (I did try to help even though the guy was horrible). Why I don’t know… Was he trying to pull a fast one I don’t know! He seemed pretty genuine, but I guess we’ll never know