Cash machine did not pay out and they will not refund me HELP

tiptoes27

I have an Electron account with Halifax and drew out 240.00 from the cash machine on 17th Oct. It was from a Nationwide Machine. It took ages to process and then came up with a message saying it could not deal with my transaction at that time and to try again later. I went to another cash machine to try (a Halifax one) and was horrified to see it had taken 240.00 off my balance. I went into the branch and they gave me a number to ring at Halifax. I have since had a letter which states that they have received a copy of the journal from Nationwide which shows a normal transaction took place and they are declining my claim. Where do i go from here to get my money back??? It is all I have and I am worried sick. I have phoned Halifax again and they said they will refer it to their complaints department but I am beginning to loose hope. Please Help

brightonman123

if the cash didnt come out, an end of day audit would show he machine to be ££ up..?

hopefylly there is cctv covering (or inside) the atm- you could request they show you this? unless the person after you took the cash, it must have gone somewhere- perhaps slipped into a vod in the machine..

might be worth reporting to FSA (?) in case other people have suffered the same, through lack of mlainaintence, or sticky staff fingers.

tiptoes27

I will definately ask them to ckech CCTV - never thought of that

catmiaow

They must keep the CCTV for a while so they should have it. IF the CCTV is not working ask them to check the cash machine as they should be up by £240

tiptoes27

They say they have already checked the cash machine as it balanced

catmiaow

madcatwoman wrote: »

They say they have already checked the cash machine as it balanced

So it either came out after you left the site and a member of the public took it or a member of staff took it from inside. This has situation has put me off using cash machines.

natweststaffmember

madcatwoman wrote: »

They say they have already checked the cash machine as it balanced

If the bank say no, then report it to the police. At the end of the day, someone has taken money that is not theirs. I would ask the bank to review if they have any CCTV available for you to view as you clearly did not take the money.
The other option you have is the Financial Ombudsman Service which you can complain to as the bank have declined to refund the money taken. It is highly unlikely a member of staff took the money and if they did, they would have to credit an internal suspense account for the full amount(which would be a cash surplus account for the ATM).

tiptoes27

I have now had another letter from HBOS saying they have checked again with Nationwide and there was no problem noted on the journal roll and the ATM balanced that day. They say they cannot look at CCTV as it not used for that purpose, only to check for vandalism. I suggested reporting it to the police and they said it is not a police matter and as Nationwide said nothing was wrong, there is not much else they can do. They are now passing it over to their customer relations department who will look into the matter and get back to me within EIGHT WEEKS! If I get no satisfaction from them, I can complanin to the FSA Ombudsman, but as all the evidence points to a normal transaction, they don't hold out much hope that they will side with me. I am so frustrated, as I know the machine did not pay me out and they just won't believe me. It looks like I will just have to loose the money which I really cannot afford to do. Felling really depressed about it and don't know where to turn next. Any ideas??

natweststaffmember

madcatwoman wrote: »

I have now had another letter from HBOS saying they have checked again with Nationwide and there was no problem noted on the journal roll and the ATM balanced that day. They say they cannot look at CCTV as it not used for that purpose, only to check for vandalism. I suggested reporting it to the police and they said it is not a police matter and as Nationwide said nothing was wrong, there is not much else they can do. They are now passing it over to their customer relations department who will look into the matter and get back to me within EIGHT WEEKS! If I get no satisfaction from them, I can complanin to the FSA Ombudsman, but as all the evidence points to a normal transaction, they don't hold out much hope that they will side with me. I am so frustrated, as I know the machine did not pay me out and they just won't believe me. It looks like I will just have to loose the money which I really cannot afford to do. Felling really depressed about it and don't know where to turn next. Any ideas??

Have they confirmed that they actually have CCTV footage? Would not the theft of your money not be a crime even if you left it at the ATM because I am not aware that you are giving a gift to someone? I am working on more ideas by the way.
Those are my initial thoughts for now.

digp

Interesting ... I had a similar thing happen. I think that it was an abbey machine (not sure now) but my bank showed the money as going out (which it didn't as the machine gave an error) and then returning!

Suggest you send an email to: andyhornby hbosplc.com (replace the space with the @).

natweststaffmember

madcatwoman wrote: »

I have now had another letter from HBOS saying they have checked again with Nationwide and there was no problem noted on the journal roll and the ATM balanced that day. They say they cannot look at CCTV as it not used for that purpose, only to check for vandalism. I suggested reporting it to the police and they said it is not a police matter and as Nationwide said nothing was wrong, there is not much else they can do. They are now passing it over to their customer relations department who will look into the matter and get back to me within EIGHT WEEKS! If I get no satisfaction from them, I can complanin to the FSA Ombudsman, but as all the evidence points to a normal transaction, they don't hold out much hope that they will side with me. I am so frustrated, as I know the machine did not pay me out and they just won't believe me. It looks like I will just have to loose the money which I really cannot afford to do. Felling really depressed about it and don't know where to turn next. Any ideas??

I do have an idea. You can request under the Data Protection Act that the bank(Halifax) releases footage of you going to and from the ATM. I would include a description of what you were dressed in, the time, the date and all information. It is irrelevant what you are wearing. If the footage does not show you taking the money from the ATM then you have evidence for a complaint to the FOS because you have evidence that you took £0 and the bank is refusing to investigate it.
It is irrelevant if you bank with Halifax or not. Tell me what they tell you when you request it and I can advise further.