ATM Dispute Advice?

Silveh

I'm having some trouble with ATM disputes at the moment, and wondered if anyone can give me any advice in order to speed up the process?

On Saturday 13th June, my partner tried to withdraw the only £30 she had in her account from an in-bank NatWest ATM. The machine opened, with some random envelope caught inside - no money was withdrawn. However, it was still debited from the account.

We spoke to the receptionist who told us we had to visit Abbey, because she is an Abbey customer. At Abbey, we were told we'd have to wait 24 hours and then phone ATM disputes - we were also ensured it would only take up to 10 working days to get the money credited back.

We were annoyed enough at the time, as that was the only money she had. But we waited until the Sunday, and phoned ATM disputes (an 0845 number, might I add). She gave in plenty of information, and was then told that we would hear from them within 10 days.

Two weeks later, Sunday 28th June, we phoned them back after hearing nothing, and was told that it was still being looked into, and that we would have to wait 3 - 6 weeks to receive a form which we would then have to fill in, send back, and wait some more.

She is in desperate need of that money, and being made to wait anywhere over 8 weeks just seems ridiculous. Is there anything we can do?

YorkshireBoy

Silveh wrote: »

Is there anything we can do?

Register a formal complaint with Abbey. Details on their website.

Not sure if you can do the same with NatWest, being as you're not a customer?

td_007

Silveh wrote: »

But we waited until the Sunday, and phoned ATM disputes (an 0845 number, might I add).

use saynoto0870 to find toll free/local numbers - that saves a bit

Silveh wrote: »

Two weeks later, Sunday 28th June, we phoned them back after hearing nothing, and was told that it was still being looked into, and that we would have to wait 3 - 6 weeks to receive a form which we would then have to fill in, send back, and wait some more.

Abbey are not renowned for their efficiency, promptness or customer service in general - but you do not need me to tell you that after your dreadful experience. 3-6 weeks just to send out a form is not acceptable at all (I can understand them wanting that much for an investigation). Only thing is complain, complain and complain in writing.

Extant

Such timescales are ridiculous - three to six weeks just to receive a form? It does not take this long to resolve an ATM dispute.

Send a recorded letter to Abbey's complaints department, asking them for the following:

1. Due to financial hardship (it being her last £30), an immediate credit of the £30 from their sundry accounts. State that should the dispute not be resolved in her favour, you fully authorize them to re-debit the £30;
2. Reimbursement of your costs in sending the recorded letter;
3. Compensation for time spent dealing with your complaint, as this has involved phone calls and branch visits, as well as time spent writing a letter. As per Financial Ombudsman guidelines, this should not exceed £10 an hour, so I'd ask for £10.

Also state the following:

1. Loyal customer of X years.
2. Unreasonable treatment considering lack of funds.
3. Unreasonable amount of time to wait for investigation, especially considering quoted 10 days in original phone call.

Silveh

Thanks very much for the replies, much appreciated.

I'll be sending out a recorded complaint today.