Short changed by cash machine

Ihatecameron · 9 March 2011 at 2:34PM

normoyle1969 wrote: »

:mad: I have a very unhappy 17 year old he has just started his apprentaship and had his first pay gone into his natwest account he went to our local paypoint machine and tried to withdraw £200 no money came out and the reciept says that the transaction was incomplete he came home and checked that he had the funds online and to our amazement £201.50 had just been taken from his account £1.50 for the charge fpr using the machine.

He telephoned the bank and i telephoned paypoint to tell them that there was a problem the bank advised he to go in and fill in a atm dispute form. ( which he has done)

Paypoint took all the details off the reciept over the phone and asked us to confirm the location of teh machine they were as surprissed as i was as it showed on there system to actually be 200 miles away from the location it was in.
It has been 12 working days now and we havent heard anything from the bank about the dispute.
£200 is half of his months wages by the time he has paid his bills and his £50 a month bus ticket he is left with nothing no help from the bank just that they will investigate.

How long is appropriate to leave it for them to investigate???

I think it sounds like you need to contact the police, the machine he used could be fake and put there to clone peoples card details.

rb10 · 9 March 2011 at 2:58PM

normoyle1969 wrote: »

How long is appropriate to leave it for them to investigate???

When you submit an ATM dispute, the bank will get in touch with the ATM operator to find out about the transaction. The ATM operator then has 10 working days to reply to the bank.

Add a couple of days for this to filter through Natwest, so I'd say that 12 working days is the absolute maximum that you should be looking at for this.

However ... since Natwest are involved, I wouldn't trust them to sort it within a reasonable time. Things with Natwest are generally more difficult than with other banks, so you could be waiting some time yet.

Best thing to do would be for your son to phone them up to find out. If he doesn't get a satisfactory response, make a formal complaint (info on how to do this is on their website.

To give Natwest credit where it's due, whilst their general admin leaves something to be desired, I've found that they tend to respond fairly well to complaints.

rmg1 · 9 March 2011 at 3:45PM

If anyone needs a non-0845 number for HSBC, try 01226 261010. It get's you through to the same menu.

shown73 · 9 March 2011 at 7:19PM

Just another quick update on the original post. Letter came today from HSBC to say that they were refunding the £30, provisionaly, while the dispute was investigated. The general tone was pretty snotty, and a warning given that if the complaint could not be substantiated, they would take their £30 back. They certainly don't seem to feel the need to be customer orientated, despite all that has happened with the banks. I wonder if attitudes would change if the retail and investment parts were really to be split. I don't think they give a toss about competition in the High St.