Bank won't admit fault for ATM not giving cash

cloudstrife_2

I have had something similar with a customer, you will be suprised at the number of times customers forget to actually take the cash or the card. If the person behind you is quick enough to realise they could possibly grab the cash before the ATM takes it back and credits the account. In this case the audit trails etc will clearly display that the cash has been taken and as the ATM can't tell if it was the customer or someone else who taken the cash (unless the ATM has CCTV) it would appear to staff that nothing is wrong at their end and that you must have taken the cash.

If it was a fault on the ATM it would be shown on the audit log (wether its the ATMs own journal or a computer based journal) and even if the ATM crashed and restarted this might not show on the ATM's internal journal log (which might or might not be in use, depends on the bank) but will recorded somewhere that the ATM went offline.

Another occasion I had a customer who did not get all the cash they had requested, I was about to fill out a claim when the next person to use the ATM came over with extra cash in their withdrawal. It turned out a few notes had got stuck and became free when the next person did a cash withdrawal. If this person was not so honest they would have walked out with the extra cash and I woud guarantee that the claim I would have done would have been declined as the ATM reported no fault and would have balanced.

Cloud

Extant

PROLIANT wrote: »

The probability of a set in the σ-algebra is defined as
where the integration is with respect to the measure induced by

Haha, yes, very good. I too can navigate to the Wikipedia page on probability theory and use copy-paste.

PROLIANT

BarclaysManager wrote: »

Haha, yes, very good. I too can navigate to the Wikipedia page on probability theory and use copy-paste.

Well I couldn't remember it off the top of my head sorry.

Dooooooooooooooonut

PROLIANT wrote: »

Ah the children of rules, compliance and collective.....never said that I wrote software for ATM's, just pointing out that unpredictable events occur even in the most failure intolerant environments, I forgot to remind you all of the epic technological failures throughout history, nothing is infallible - a factual statement to take note of. :rolleyes:

Don't even bother - if you seek where the problems in the financial industry have come from it's just the lack of imagination and refusal to acknowledge the unlikely that you're seeing from all these trained monkeys

Extant

Dooooooooooooooonut wrote: »

Don't even bother - if you seek where the problems in the financial industry have come from it's just the lack of imagination and refusal to acknowledge the unlikely that you're seeing from all these trained monkeys

Yes, that's obviously what it is. :rolleyes:

I'm sure everyone around here would love it if the posters were in the right 100% of the time and that this was all bank error. But, as said, there are a ridiculous number of errors, in both software and mechanics, that would need to occur and occur in a certain order for the ATM to give this money to someone else without the bank being able to detect it anywhere.

It's nothing to do with being a trained monkey, it's about acknowledging what is most likely - and as wonderful as the bank being wrong might sound, it is magnitudes more likely that someone has just walked up behind and pinched the money.

Dooooooooooooooonut

I agree with you about what is most likely. It's the casual dismissal of the unlikely events that I dislike.

PROLIANT

Dooooooooooooooonut wrote: »

I agree with you about what is most likely. It's the casual dismissal of the unlikely events that I dislike.

Ignorance is bliss, hence my previous employer lost their biggest contract due to continually doing business in denial and walking around with blinkers on....as for the 40 odd people who lost their jobs - ho hum. :rolleyes:

Briggsy.notts

Firstly thanks everyone for their views and help. It has been much appreciate.

Secondly I have good news. After escalating the claim to their Service Quality Department my mum got a call today. They said everything did add up their end but as a gesture of goodwill they would refund the £200. So two successes from HSBC in two days. And it is all down to this forum making me not give up.