Left Stranded Due to Faulty ATM

The_Jester

I was left stranded today at my local A&L ATM as it froze and never returned my card. Their customer services were not interested despite explaining I was stranded. I didn't have my mobile so didn't know anyones number except my parents and they weren't in. I didn't have any cash for fuel and the fuel station is unmanned (cards only) so I had to walk home which took over 2 hours and boy was it cold.

I'm particularly concerned at their attitude and lack of interest. You'd think they would have an engineer on call to deal with these sort of things. It didn't help either it being a Sunday.

I've written to the CEO Mr Antonio Osorio. Does anyone know if they have a responsibility if customers are left stranded?

Cool_Username

The_Jester wrote: »

I was left stranded today at my local A&L ATM as it froze and never returned my card. Their customer services were not interested despite explaining I was stranded. I didn't have my mobile so didn't know anyones number except my parents and they weren't in. I didn't have any cash for fuel and the fuel station is unmanned (cards only) so I had to walk home which took over 2 hours and boy was it cold.

I'm particularly concerned at their attitude and lack of interest. You'd think they would have an engineer on call to deal with these sort of things. It didn't help either it being a Sunday.

I've written to the CEO Mr Antonio Osorio. Does anyone know if they have a responsibility if customers are left stranded?

Of course they don't have any responsibility - I really don't know what you're trying to achieve by writing to the chief executive of a company complaining about a faulty cash machine.

For example say you had your mobile but the network was down - would the phone provider be responsible because you had to walk home? Of course not.

It's unfortunate yes, but going down the road that the company is somehow responsible because you had to walk home is, in my opinion, ridiculous.

opinions4u

I would think that it's almost certain that the terms and conditions of account are fairly explicit in not taking responsibility for mechanical failure.

I would always suggest that people have a small amount of cash and a spare credit card as back-up for situations like those you have encountered.

Ultimately, it's a machine that's gone wrong. No doubt they will get an engineer out to fix it, but if it's an unmanned site they will need to liaise with owners/security companies to get access.

It's not the fault of A&L that your mobile phone wasn't with you.

chambta

You've got to be ready for these things to happen.

Not that uncommon IMO.

rb10

The following are two extracts from one bank's T&Cs; no doubt yours will have similar conditions to this:

T&Cs wrote:

We can refuse to carry out a transaction if we reasonably think that:
[...]
• circumstances beyond our reasonable control prevent us from offering a normal service (such as an act or threat of terrorism, computer failure or industrial action).

So the bank holds no responsibility for you being unable to complete your transaction, as a faulty ATM would come under the category of 'computer failure'. Also,

T&Cs wrote:

Unless it is our fault, if someone else refuses to accept your card or keeps it, we will not pay you for any loss you suffer.

So the ATM kept your card, you then suffered the 'loss' of having to walk home in the cold. This condition means that this 'loss' is not their responsibility.

Sandrock

The_Jester wrote: »

I was left stranded today at my local A&L ATM as it froze and never returned my card. Their customer services were not interested despite explaining I was stranded. I didn't have my mobile so didn't know anyones number except my parents and they weren't in. I didn't have any cash for fuel and the fuel station is unmanned (cards only) so I had to walk home which took over 2 hours and boy was it cold.

I'm particularly concerned at their attitude and lack of interest. You'd think they would have an engineer on call to deal with these sort of things. It didn't help either it being a Sunday.

I've written to the CEO Mr Antonio Osorio. Does anyone know if they have a responsibility if customers are left stranded?

I am assuming you are not being serious, especially considering your username.

If however, the world has gone mad and you are being serious then... :rotfl:

You don't have a 'right' to have access to an ATM that works. Granted, it is inconvenient but it is your fault for not giving yourself any other options (money, spare credit card, a mobile that works).

I'm sure many other people around the world would be grateful for having to only walk for two hours a day.

kingfisherblue

I always keep a £20 note tucked behind my cards - my emergency money! I'm trying to persuade my eighteen year old daughter to do the same, but she has yet to be convinced that it is a good idea!

caeler

This happened to me recently, it took my card and froze, I went into Tesco's who's building the ATM was on the side of, more so in shock but was told that it was nothing to do with them and I should call my bank.

Quite right, but I was just a bit in shock and its a pain in the !!!! when those machines go wrong and I wish the company that have them, cared a little more!

I called my bank and I had to wait a week from them to send me a new card.

dmg24

How did you manage to speak to their customer services if you did not have your mobile? (insert confused smilie!)

Cool_Username

dmg24 wrote: »

How did you manage to speak to their customer services if you did not have your mobile? (insert confused smilie!)

Perhaps he called them when he got home from one of those fabled 'home phones' in his house that people used to own back in the day - or more likely used his mobile when he got home.

tiff

I always carry my debit card and credit card just in case one gets refused or swallowed up.