Link cash machine, never gave the money.

BritBrat

Not sure if this has been posted before?

But this is what happened, we tried to draw out £200 from a link machine and it only gave £80 leveing £120 short. at the time we told the shop owner that the machine was located in who said contact the bank.

The £200 has been taken from the bank account and now the bank are saying to contact the owners of the machine.

What advice or rights do we have?

Any reply most welcome.

Reaper

When ATMs first came out the banks took the view that they never made mistakes and that every customer complaint was little more than attempted fraud. Fortunately these days they are a bit more enlightened.

When the machine is next serviced they should discover that the amount paid out does not match the cash remaining. This is why the owners of the machine need to be contacted to verify your claim. After that you should get your money back.

If that fails to prove your case then you will find it very difficult to get a refund. You could hope your bank is feeling generous and decides to refund you to keep you sweet, but if it is not their fault they are not under any obligation.

BritBrat

The bank has asked us to contact the machine owner, this happened a few weeks back, so I guess machine may have already been serviced.

Someone has now put a note on the machine about waiting for the money to come out, so it looks like they know there is a problem, well someone does.

I am going to take my camera down tomorrow and record the note.

You will have already guessed we are not trying a scam, the money never came out, well not all of it.

Thanks for the reply.

Reaper

Good luck. I had a similar thing a few years back. In my case a £5 note (in the days when they issued £5 notes) failed to apear when I took out £15. It was simpler because it was the bank's ATM outside their branch. They did a reconciliation on the spot but found no discrepency. Fortunately they believed me and as it was only £5 refunded me there and then saying maybe it was slow paying out and the next person took it.

I don't think your claim will be quite so straight forward but hopefully you will get there in the end. When you visit the shop ask the shop keeper how many other people have complained to him about missing money. It all helps build your case.

fairenoughclough

A similar thing happened to me inside a branch of the Halifax, I withdrew £50, but the machine only dispensed £40.
While I was at the machine, an engineer turned up at the counter to service the machines, I drew his attention to the shortage and he alerted the bank teller, who insisted I join the queue and waited my turn;leaving the cashpoint in service.

When I got to the front of the queue they said I should contact my bank !!!

Eventually got to see the manager and persuaded her to take ownership for the mistake and the attitude of her staff.

End result, £10.00 missing money and £50.00 for my trouble.

BritBrat

Yes just spoke to the shop, there has been others and they got refunded.

Just need to see where this takes us now.


Gosh you all replied fast, nice to know when your in a fix. Should have done this a week ago. But then this has never happened to us before, so it's all new.

Fatboy_NSS

You need to report it to your bank as a disputed ATM transaction. They should then follow it up for you (the ATM owner won't deal with you direct as they don't issue the card). The ATM owner would have about a week to respond, after which you should get the money recredited to your account. If the bank tells you to contact the machine owner again refuse, as it's their account and their card so it is their problem.

Walletwatch

Whenever I make a withdrawal,

(a) I always make my withdrawals in small amounts - this limits the downside in case of such an eventuality
(b) Always make withdrawals with receipts - they give a serial no and the time when the withdrawal was attempted
(c) Try and restrict my withdrawals to ATMs outside bank branches (this obviously is not always feasible)

Hope this helps.. good luck with your refund claim.

smartsaver

I once made a withdrawal and forgot to take the money. (Had a lot on my mind at the time) Luckily the machine (at Lloyds TSB bank) sucked the money back in so I got it back in the end. It is everyones nightmare for the money not to appear. Hope it gets refunded..

davidcampbell

fatboy is spot on. the onus is on YOUR bank to resolve it for you - yes the machine owner needs to be contscted, but they should do that for you. dont take no for an answer.

some banks will credit you while pending investigation but you will probably have to wait until investigation complete. they is no danger of you not getting your money though.

the log on the machine will show what was dispensed and if that differs from what was requested. it may take time (i believe the machine owner has 10 working days to respond to your bank) but you will get it.

DC