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Case Review: Banking
Summary of some of the decisions made by the Mediators on some of the complaints received by FMB.
This summary is for information only and should not be used for other purpose. [Previous]………[Next]
LOSS OF DEPOSIT OVER THE COUNTER (Case reference no : 8-064)
Madam N went to AA Bank to deposit cash amounting to RM10,000/- into 2 savings account of RM5,000/- each. She counted the money and bundled them into stacks of RM1,000/-. She separated the stacks into bundles of RM5,000/- each to be deposited into her personal account and joint account. The individual stacks consisted of RM100/- notes and some stacks were of RM50/- notes. The stacks of notes were folded to halves. At the counter, Madam N handed the first bundle of RM5,000/-. Unfortunately, the teller dropped the cash on the floor. She bent down to retrieve the cash. Complainant never actually saw the cash drop. The teller counted the first bundle and set it aside. She proceeded to count the second bundle and after counting, she informed Madam N that there was a shortage of RM1,000/- and there was a total RM9,000/-.
Madan N was positive that she had given RM10,000/-. The teller insisted that there was only RM9,000/-. Madam N asked regarding the cash which had dropped to the floor. The teller informed her that all the notes that had fallen on the floor had been picked up. The teller informed that each bundle was short by RM500/-. The teller then sought the assistance of an officer who after running the cash informed Madam N that there was a shortage of RM1,000/-. Madam N informed the officer of the cash that had fallen but the officer found nothing on the floor.
Madam N lodged a complaint and she was permitted to view the CCTV in the presence of the branch manager, teller and teller's father. Madam N observed that the teller had indeed bent to pick up the dropped cash but there was a stack on the floor. She asked the teller why she did not pick it up and the reply was she did not know and did not see this stack.
An inquiry was held to mediate the dispute. The teller concerned was not present at the inquiry as she has resigned.
The branch manager had interviewed the teller earlier as to the events of the day in question. The manager was told that the money had dropped accidentally and she had picked up all the money immediately. She explained that she did not inform Madam N of the shortage in the first bundle of notes thinking that the amount could be in the second bundle.
The Bank produced the stills of the CCTV at the inquiry showing each frame from the time the notes fell until it was picked up. We observed that after the teller had picked up the money, there was a remaining stack of notes on the floor but two seconds later, it had disappeared. We were satisfied that the conduct of the teller was highly unsatisfactory as she has failed to pick up all the cash that fell to the floor. She had failed to inform the customer immediately of the shortage in the first bundle and to return the rest of the money for the customer to check. Madam N's claim was allowed.
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