Cash Machine Fault?

Peterhad

Hi

The Corner shop has a Notemachine ATM which we occasionally use, a few days ago I attempted to withdraw £30 from it to be met with the message "Communication Error, transaction cancelled", I waited a few moments, tried again and withdrew the £30.00, however today I checked my online banking (end of the month and things are getting a little tight) only to find that 2 lots of £30.00 have been taken out, the shop owner called Notemachine they checked his postcode and I gave him the time of day I withdrew the cash, they said they could see the transaction and said the money should have been refunded, to which I told them it hadn't, not only that it has also sent me overdrawn so more charges there, when I told them it hadn't been put back in the bank they told me that my Bank were "probably hanging onto it" and that I need to contact them, (Deep Breathe) so I contacted Natwest, and they told me to keep checking the balance or go back to Notemachine.

So my question is this, who's responsible for sorting this out? Notemachine or Natwest, previous experience tells me i,m about to get passed from one party to another which will probably result in lots of shouting (which I really don't want to do).

Also, what do I do about any bank charges this may have cost me, is it a "tough and live with it" or are Notemachine responsible for it?

Any advice is greatly appreciated.

hillcats

I had a similar experience recently, I attempted to take out £20 from a cash machine which went through all the usual sequences to the point of returning my card and then it stated "Please wait for your cash" to which I waited and waited but nothing, less than maybe a minute later the machine reset itself and initially stated it was out of service then it returned to its normal advertising, i tried a second time that was successful BUT like you I had the transaction appear twice when I looked at my on-line banking the next day.
I immediately called by bank and requested that they sort it out or refund my money, which to their credit they contacted the machine operator and the money was refunded a day later.

hillcats

Hmmm, just re-read your post and to answer your second point, TBH I am not sure who is responsible if an error takes you O/D as I was not in that position, but I do know that I would be kicking and screaming thats for sure.

maybe your own bank may agree to back date the transaction so you never went O/D and thus not liable to any charges.

Peterhad

OK so I decided to call Notemachine again, got a real nice guy on the phone, went through all the information he could find on the transactions, resolved it, arranged for the money to be put back into the bank (which was there moments later), ref number given as well as his name, He also said to call him back regarding any overdraft fees, really impressed tbh, which is more than can be said for the Bank although I do understand it wasn't really their problem they wern't very forthcoming with any advice.

rb10

That's great that Notemachine managed to sort it out for you.

It is (well, should have been) Natwest's responsibility to resolve it. But Natwest are well known for being more than a little bit useless, so it's not much of a surprise that they made things difficult for you!