Soy Capital Bank SCB, "Brandon" (employee) The customer is always right...unless we owe them money Bloomington, Illinois

Went to ATM to withdraw money. Was shorted $20 and asked for assistance at the drive-thru window. Teller assured me they would balance the money in the ATM that evening and would contact me to let me know if it reflected the missed $20.

I did not receive a call that evening or the next day. I returned to the bank after work, again going to the drive thru (as the lobby is only open 9 am to 4 pm) and explained that I had not received a call. I was told the ATM had not been balanced yet and would be that evening.

The next day, the bank called me while I was at work and left a message on my cell phone. They had counted the cash in the ATM and determined that there was no error and the matter was "resolved." However, I had counted the cash myself five different times, checked the area to make sure I hadn't dropped the money, and had a friend count the cash a few times as well.

I returned to the bank immediately after work and went to the window, informing them that the matter was not resolved in my opinion, as I still did not have my $20 back and did not think the best course of action was me giving up my money and simply forgetting about it.

I asked the teller at the window, who had been present each time I went to the bank, for his name. He refused to give me his last name and got defensive with me. At this point, he got his manager. I explained the situation to her, and she finally gave me a refund.

She explained that the security tape seemed to indicate that I wasn't sure if I had been shorted or not. I asked her if it also indicated that I counted the cash at least five times, which she admitted it did. However, after handing over my money, she said (in a snide tone) that she had been told to recommend that I find another ATM.

Overall my experience with SCB was very frustrating. I feel it took far too much time to resolve this issue and they did not extend basic courtesy to me in dealing with me by communicating with me promptly or politely. This in addition to the $3.50 ATM fee? I don't think I'll have any problems with finding a new ATM.