Cash machine debitted account but no money!

teambathmat

Hi there

I hope you can help me.

Yesterday i attempted to take out £30 from a cash machine outside a Yorkshire Bank in Leeds..........The transaction seemed to go ahead correctly but after the card was ejected I waited and no cash came out. I waited a bit and then wondered had I pressed 'cancel' in error.

I them went to the cash machine directly next to the one I had used and checked my balance (£30 had been deducted) I then took the £30 I needed out.

I went into the branch and explained to the cashier. She said it was nothing to do with them and that i would have to raise it with my own bank (Natwest)

I then legged it over town to a Natwest branch , got a mini statement from their cash machine which confirmed the 2x £30 transactions.

I went into Natwest, spoke to a Manager there who assured me it would rectify itself my midnight last night, and my first £30 would be debitted back to me.

Logged onto internet banking this morning and it hasnt and I am £30 down.

Rang Natwest and they said togo into branch and fill out a ' ATM dispue form' ....

Has this happened to anyone before and did you get your cash back?


Thanks in advance

Liz

mluton

I have had this and its only re-appeard days after as a credit.

Paulos77

This happend to me a before, a couple of years ago now though. I had to fill out one of those forms and got my money back with in a few days if i remember rightly. You shouldnt have any problems getting it refunded with it being £30, if it was hundred or so i guess it might have took a little longer.

teambathmat

Thanks for your replies. How do they know I'm not 'pulling a fast one ' and pocketed the first £30?

Its a pain in the ars ehaving to sort this out.

~Brock~

teambathmat wrote: »

Thanks for your replies. How do they know I'm not 'pulling a fast one ' and pocketed the first £30?

Its a pain in the ars ehaving to sort this out.

There is an established ATM dispute procedure between banks. Once you have raised the issue with your own bank they will contact the bank that owns the ATM concerned.

Each ATM contains its own internal log, and will know when there is an error in dispensing cash, maybe due to a torn note, or if cash is not taken by the customer (like i did once!).

The cash in the machine would not have balanced at the end of the day. Machines tend to be pretty reliable nowadays but they are still mechanical devices and therefore breakdowns are not unknown. I am sure you will get refunded in due course.

dunstonh

teambathmat wrote: »

Thanks for your replies. How do they know I'm not 'pulling a fast one ' and pocketed the first £30?

Its a pain in the ars ehaving to sort this out.

Cashpoints are balanced like any till. So, if there is £30 difference they know you are right. Also, there is an audit log that shows errors and information. Even which cassette/hopper the notes are taken from.

A lot of cash failures are corrected automatically with no human input as the machine knows it didnt give the cash out.

It shouldnt be any pain to sort this.

teambathmat

Thanks, am off in a bit to the branch to fill out the form.
Hope it doesnt take too long to clear up

teambathmat

Update, been to my local branch of Natwest. A very helpful assistant filled out a 'ATM dispute form' for me and said the query might take approx 10 days to resolve. Even then i'm not guaranteed my £30 back.

Good job I still had some other funds isnt it!

teambathmat

Update... 1 week laater and no response as yet.

teambathmat

Another update!...2 weeks and 1 day after money was debited.

Rang natwest branch that i initially went into. Spoke to 'Helena' who said that she would chase my query up and call me back in 15 mins.
5 hours later, no call back.

Rang Bank back and get through to call centre who say they will contact branch and get someone to call me back.

No one called me back so went into branch and the advisor chased up the ATM team and then said that I would have to wait another 5 working days for them to 'investigate' it.

So still waiting.
Sorry if this is boring but wanted to 'record' this down somewhere so i dont forget.

marksmoss

I have just been reimbursed by Barclays for £200 that didn't come out of the cash machine. It happened from another banks ATM around midnight and I rang Barclays straight away. They made me wait 48 hours before I could raise a dispute (in case the other bank fixed the problem themselves) and then Barclays said they would need a further 10 working days to resolve the dispute. My bank account was credited with the £200 20 days after the original incident. Hope this helps someone out there