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

Voyager2002

Have you spoken directly with the Nationwide branch where the failed transaction happened? A great deal could get "lost in translation" between there, Nationwide head office, and the Halifax.

In particular, any request for CCTV footage should be made to Nationwide. I doubt whether Halifax can get this from another organisation, and I'm not sure that it is reasonable to ask them.

Paulgonnabedebtfree

digp wrote: »

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 @).

I had that at an Abbey machine a while back. For a few minutes, I was unable to access any funds until the system credited me with the failed transaction. Because it was inside the bank, I went straight up to the counter and told them what had happened because I was concerned that the withdrawal displ;ayed on the screen would stay that way. It didn't and a few minutes later I made my withdrawal from the machine next to it.

tiptoes27

I am going to get in touch with the Nationwide branch this morning and also Nationwide head office. Thanks for all the replies - much appreciated.

tiptoes27

I have now spoken to Nationwide and they say they do not have CCTV on their cash machines. They say it is not up to them to do anything else and they have investigated and there were not problems that day on the cash machine.

tiptoes27

I have legal advice cover on my home insurance policy so i have contacted them to see if they can offer any help and am waiting for a reply. I will then decide if it is worth reporting to the police, based on their advice.
I have also decided to write to the customer realations department of Nationwide and Halifax - can't do any harm as wheather they pay out or not appears to be at the discresion of the member of staff delaing with the claim. I have been a customer of nationwide for over 20 years so surely that will count for something? I will let you all know how I get on.

ispartacus75

Can you visit the area again and confirm whether ANY company has CCTV that might show the ATM? You may find that a nearby shop has its own CCTV. Certainly worth a chance for £240

tiptoes27

apparently no one is allowed to have a CCTV machine pointing towards a cash machine in case they could see your pin number - that is what Nationwide told me.

ispartacus75

Hmmmm.

My local Tesco does. Its definately worth a trip down to check.

tiptoes27

I will be down my local high street tomorrow, where the cash machine is so i will definately have a look. As you say anything is worth a try for 240 quid which I cannot afford to loose.

eth01

I suggest against using ATM''s for this particular reason. RBS are the worst for ATM disputes.