Santander ATM - no cash dispensed but account debited

csj_2 · 16 February 2011 at 1:47PM

I recently attempted to make 2 consecutive cash withdrawals from a Santander ATM in Devon using a MasterCard debit card issued by my American Bank and denominated in US dollars. In both cased, an error message appeared on the screen and I received no cash. However, my US bank account has been debited for both of these transactions.

I then used a Barclays debit card in the same ATM (believing that there might have been a problem with my MasterCard) and again the error message appeared and no cash was dispensed. In this case, my Barclays bank accounted was debited for the transaction but then was immediately was re-credited with the same amount.

On taking this up with the Santander office where the ATM is based, they didn't want to know and advised me to take it up with my US bank, even though the error was down to the Santander ATM.

Does anybody know of the correct procedure in a case such as this to regain my money - there seems to be a difference depending on whether the account is UK or foreign-based.

dazza.mk · 16 February 2011 at 1:49PM

Take it up with the US Bank, they'll raise a dispute with Santander. The machine will be checked and when it is found to be 2 x £xx out your account should be recredited.

agrinnall · 16 February 2011 at 5:15PM

Sounds like there was a problem with that ATM. Your Barclays debit card transaction will have been reversed because it is processed via Link, the US card transaction would have been processed through the Mastercard network which doesn't always offer the same level of immediate error handling that Link does. It may still reverse itself automatically but the advice from Santander is correct that you have to take this to your card issuer not to the ATM owner - this is the procedure whether the card is issued in the UK or abroad.

ironlady2022 · 16 February 2011 at 5:20PM

Yes the atm is at Santander but funds were debited from your account abroad. One you get in touch with them they will liase with Santander. And fingers crossed when it comes to balancing their atm cash, there will be a discrepency. It's rare in this case but I used to work for coop and we would give them a lead time of 10 working days for a uk account before they would get their cash back.