Cashpoint says received cash but didn't dispense

*Jo*_2

I went to a cashpoint 3 weeks ago this evening and tried to withdraw £40, the cashpoint got to the bit where it said processing and then shut down. It then went through and reboot sequence. Neither my card nor the cash was given to me.
The cashpoint is on the premises of a shell garage. So I went inside to speak to the assistant and she said they have no access to the machine but that it had taken someone else's card not 10 mins before, she was going to put an out of order sign on it as soon as the store was empty. She assumed the machine would have a blank screen to prevent anyone using it again and hadn't realised it had rebooted. Hence the reason I tried to used it. With this she put the out of order sign up and advised me to call my bank.
I went straight home and called my bank - Barclays. They logged the fact I hadn't had the money and ordered me a new card! I called today to chase up why the £40 hadnt been credited back to me and was told the case is closed and Natiowide are saying the machine shows no discrepancy. I am now in an argument with them as I did not have the money.

Any ideas where I go from here. I am currently awaiting a call back from a manager at Barclays.

Thanks

[Deleted User]

*Jo* wrote: »

I went to a cashpoint 3 weeks ago this evening and tried to withdraw £40, the cashpoint got to the bit where it said processing and then shut down. It then went through and reboot sequence. Neither my card nor the cash was given to me.
The cashpoint is on the premises of a shell garage. So I went inside to speak to the assistant and she said they have no access to the machine but that it had taken someone else's card not 10 mins before, she was going to put an out of order sign on it as soon as the store was empty. She assumed the machine would have a blank screen to prevent anyone using it again and hadn't realised it had rebooted. Hence the reason I tried to used it. With this she put the out of order sign up and advised me to call my bank.
I went straight home and called my bank - Barclays. They logged the fact I hadn't had the money and ordered me a new card! I called today to chase up why the £40 hadnt been credited back to me and was told the case is closed and Natiowide are saying the machine shows no discrepancy. I am now in an argument with them as I did not have the money.

Any ideas where I go from here. I am currently awaiting a call back from a manager at Barclays.

Thanks

does the shell garage not have a cctv camera showing the cash machine at the time?
It may have been balanced and that the machine looks correct that it dispensed it when it didnt

meer53

Demand that Barclays reinvestigate this for you. The fact that the machine retained your card indicates there was a problem at the ATM at the time. Where i work, we would just refund the £40 for you but i know not all banks are as generous !! Stick to your guns, we frequently get responses from other banks where they say there were no errors, if our customers still dispute this we ask for a reinvestigation and quite often get the money back.

jonesMUFCforever

Write a formal complaint.

pinkdalek

jonesMUFCforever wrote: »

Write a formal complaint.

My thoughts exactly, this is disgusting, there will be some trace that the ATM re-booted, there will be a trace it swallowed your card and there should be a record of the attempted £40.

It is not Barclays fault but you should complain via them as you bank with them, it should not be up to you to contact Nationwide that is for the bank to pursue.

agrinnall

What you are being told by Barclays is a load of rubbish. If your card was retained then clearly you cannot have been given any money as the card has to be removed before cash is dispensed. You need to do what meer53 says and insist that Barclays reopen this with Nationwide.

*Jo*_2

Thanks everyone. After calling Barclays yesterday morning and demanding to speak to a manager I was told I would be called by 2pm. No call. I rang and chased, told I would be called at 4pm...No call. Rang again at half 5 and got really angry, each advisor told me the same, Nationwide says there isn't an issue and that a manager will tell me no different. I still insisted on a manager call yet again and was told would get one by 7.30pm. No call. Decided I wouldn't ring again but would go into branch today and speak to someone face to face, thean at half 9 last night I finally got my call back. The guy was really helpful. I ran through everything and he said would get it investigated again and also logged a complaint against Barclays for the treatment I had received through the day. He said the advisor should have just reopened it in the first place. So, am back to waiting. But I will not give up. He did agree that me not getting my card back indicated I could not have received the money, so we shall see. Fingers crossed.

DrSyn

Do you know that as a Barclays customer you can withdraw money at any near by Post Office counter. It is really very useful and avoids the type of problems you can get at those ATMs.

If you know the times your local Post Office is empty it is just as quick as using an ATM.

Andy7856

This happened to me once with HSBC in London, I put my card in requested my £20, then realised i should have checked for a skimming device, i did and it must have gone into anti-tamper mode when i felt the card slot with my thumb. HSBC straight away refunded the missing £20, and informed me that if the investigation proved i had taken the money them I would be charged the missing £20 back again.

Like others demand that it is investigated, the machine operator will not only have your card (which they will destroy) but also be £40 extra in the machine when they come to balance it out. I would also considering getting a copy of the CCTV tape if it helps, if there is a cost then inform Barclays you will expect them to pay for it.

I personally dont think you will have any issue resolving it!

jonesMUFCforever

*Jo* wrote: »

Thanks everyone. After calling Barclays yesterday morning and demanding to speak to a manager I was told I would be called by 2pm. No call. I rang and chased, told I would be called at 4pm...No call. Rang again at half 5 and got really angry, each advisor told me the same, Nationwide says there isn't an issue and that a manager will tell me no different. I still insisted on a manager call yet again and was told would get one by 7.30pm. No call. Decided I wouldn't ring again but would go into branch today and speak to someone face to face, thean at half 9 last night I finally got my call back. The guy was really helpful. I ran through everything and he said would get it investigated again and also logged a complaint against Barclays for the treatment I had received through the day. He said the advisor should have just reopened it in the first place. So, am back to waiting. But I will not give up. He did agree that me not getting my card back indicated I could not have received the money, so we shall see. Fingers crossed.

Phoning (as you have seen) is a waste of time - put pen to paper mark it FORMAL COMPLAINT and wait for a response.
If it was me I would refund you immediately as £40 is not a big enough error to warrant losing you as a customer or waste time in pursuing it with the ATM' owner (swings and roundabouts - the banks machines sometimes are over sometimes under)!