What are my rights about missing cash from ATM

fluffymovie

Good evening all

To cut a story short, I tried to get cash out of a machine a couple of weeks ago. I requested £20 and it didn't give me out a penny!

the guy who used the machine after me had the same problem.

When the money was debited from my account, i contacted the bank who said that they would investigate and made a temp credit to my account.

Checking my balance today, they have reversed the decision and upon calling tonight, was told that the ATM owner has checked the transactions and there was no error but there was.

I have made a complaint and said that I would like them to check the shopping centre CCTV but I am pretty sure they won't do this so I just wondered what do I do next?

TBH, it isn't the money that i am upset about. I am lucky enough to keep my current account in credit but I am not happy that Lloyds have had my money and HSBC are effectively calling me a fraud.

Does anyone have any helpful advice they would be willing to share about how they dealt with this at all?

rb10

You have taken all the correct steps.

By raising it as a complaint (having followed the correct procedure previously), you show them that you are serious about this.

Just keep pestering them about the complaint!

If they fail to respond satisfactorily, you can then escalate the complaint to the Financial Ombudsman.

Remember, there will be some evidence that backs up your story somewhere! There is an audit trail for everything.

Paul_Herring

so I just wondered what do I do next?

Exhaust the bank's complaint procedure in writing, then complain to the FOS

AnnD_2

To be quite honest, it's a waste of time, you will get nowhere.
This happened to me last year, I drew £300 out of an HSBC machine and it only paid me £260, that was £40 short.
The HSBC machine was in a Morrisons branch, I went to HSBC the next morning and they said the machine was nothing to do with them and the filling of it was not their responsibility.
As the money was drawn out of my Halifax account I was referred to them who again after a couple of weeks and negotiations with HSBC said the machine had paid out the correct amount of cash.

I might add that I am also an HSBC customer

Olipro

The amount of cash loaded into the ATM is audited, if a machine pays out too much or too little they will know... unless by some freak accident it manages to overpay someone else by the same amount it underpays another, or they're lying, or you're lying/wrong.

if the ATM is privately owned, I wouldn't put lying past the owner.

calebdylan

nowadays many people are having the same problem inform the bank first and then keep the slip carefully ..... if they refuse to pay you can sue them for delay ..... there are many laws to help you

Uncertain

You may be able to get a copy of the CCTV by making a subject access request under the Data Protection Act.

rb10

AnnD wrote: »

To be quite honest, it's a waste of time, you will get nowhere.
This happened to me last year, I drew £300 out of an HSBC machine and it only paid me £260, that was £40 short.
The HSBC machine was in a Morrisons branch, I went to HSBC the next morning and they said the machine was nothing to do with them and the filling of it was not their responsibility.
As the money was drawn out of my Halifax account I was referred to them who again after a couple of weeks and negotiations with HSBC said the machine had paid out the correct amount of cash.

I might add that I am also an HSBC customer

If you had been given the wrong amount of money, then why did you not persue it further?

To say that it's a waste of time is nonsense - that's only based on your one experience - in the vast majority of cases the money is refunded promptly.