Help:disputed ATM withdrawal from Coop. HSBC have closed the case w/o giving me the £

helpmandy

I went to withdraw £10 from a Coop ATM on 8 April, and as it was counting the money something went funny. It sucked my card in and didn't give me any money.

I went home to transfer some money onto another card and saw that £300 had been withdrawn from my account (which was the entire balance). I went back to the ATM and called the number on it - Coop said to call HSBC about it as I didn't have an account with them. I started a dispute with HSBC that day and the money was refunded about 4 days later.

Today, I logged into my account, and HSBC have taken the £300 back and closed my dispute. I called them to complain and ask them to reopen the dispute, and after 28min on hold, a girl from disputes told me it was closed and they would not investigate anymore and I had to speak to Coop bank.

I called Coop and spoke to a nice girl, the first one who had actually listened to me or understood me (the Philipino and Indian call centre reps don't understand my Australian accent). She checked with others at Coop, but as I don't have an account with them, the only thing I can do is have a dispute with HSBC.

What can I do? I have asked HSBC trwice to make a complaint, and they have told me 'someone will be in touch'. What does that mean? When I worked for Amex, if someone said they wanted to complain we had to take a complaint then and there as we were regulated by the FSA. Has this changed?

I don't know what to do!! Please help (and to top it off, I lost my temp job today and that £300 was going to get me through the rest of the month)

jambosans

First off, follow HSBC's official complaints procedure (linked below) - stating you wish to make a complaint over the telephone does not necessarily mean they regard the matter as a formal complaint. If they reject the complaint or you come to a stalemate they will issue a letter of "deadlock" or "final response", at which point you can escalate the matter to the Financial Ombudsman Service. It's a difficult situation, as the ATM operator is a 3rd party and unlikely to divulge any information to you. All you can request is for HSBC to make contact with Co-Op again.

I always think a well-worded letter sent recorded delivery is worth the letter, as you can clearly set out the points you wish them to address.

Link to complaints procedure:-
http://www.hsbc.co.uk/1/2/personal/contact/how-to-complain

meer53

Sounds to me like there was a device on the ATM when you used it, did you notice anything different about the card slot ? Put your complaint in writing, if the ATM retained your card then the evidence is there for HSBC to see that there was a problem. It happens a lot, i speak to people every day about this at work, keep bugging HSBC, call them every day if you have to, officially they have up to 8 weeks to respond to your complaint but i wouldn't let them leave it that long if i were you. Tell them this has left you with no money to live on, they really should be refunding your account whilst they look into this further, push for them to do this, quote Payment Services Directive to them, i know they refunded you originally under PSD, but if they log this as a complaint they should be refunding you again. Good luck x

pmduk

the Philipino and Indian call centre reps don't understand my Australian accent

I'm a little confused, in my experience the Co-Op only has UK call centres.

jambosans

pmduk wrote: »

I'm a little confused, in my experience the Co-Op only has UK call centres.

I think (although agree it's not clear) the OP is referring to HSBC's call centres.

MCGONIS

helpmandy wrote: »

I went to withdraw £10 from a Coop ATM on 8 April, and as it was counting the money something went funny. It sucked my card in and didn't give me any money.

I went home to transfer some money onto another card and saw that £300 had been withdrawn from my account (which was the entire balance). I went back to the ATM and called the number on it - Coop said to call HSBC about it as I didn't have an account with them. I started a dispute with HSBC that day and the money was refunded about 4 days later.

Today, I logged into my account, and HSBC have taken the £300 back and closed my dispute. I called them to complain and ask them to reopen the dispute, and after 28min on hold, a girl from disputes told me it was closed and they would not investigate anymore and I had to speak to Coop bank.

I called Coop and spoke to a nice girl, the first one who had actually listened to me or understood me (the Philipino and Indian call centre reps don't understand my Australian accent). She checked with others at Coop, but as I don't have an account with them, the only thing I can do is have a dispute with HSBC.

What can I do? I have asked HSBC trwice to make a complaint, and they have told me 'someone will be in touch'. What does that mean? When I worked for Amex, if someone said they wanted to complain we had to take a complaint then and there as we were regulated by the FSA. Has this changed?

I don't know what to do!! Please help (and to top it off, I lost my temp job today and that £300 was going to get me through the rest of the month)

Hi. Sorry to hear that. I am not sure if this is of any use but here goes....

I work in a Social Security Office, a couple of months back, we received an email from Head Office saying that Post Office ATM's were being targeted, I think from memory it said the card holder would insert the card and the ATM would dispence the cash but it was being diverted to another compartment that had been added by this "gang". As a result the Post Office were closing down all of their ATM's over a 24 or 48 hour period until Siemens Nixdorf (who manufacture the ATM) had made changes to the actual machines.

We were told to be on guard as some benefit recipients may be in touch reporting not getting their benefit money (they can use the Post Office ATM's to withdraw from their Post Office Card Account, rather than going to the counter)

Where I live, there are 2 ATM machines. A Post Office one and a Co-Operative Bank one. Both machines are identical and made by Siemens Nixdorf.

Anyhow, over that weekend the Post Office one was not operational and on the Monday or the Tuesday, a new flap has been fitted to it where by the notes come out into the flip and this then lifts the notes upward from the slot. Any other Post Office machine I have used also have these flaps now fitted.

The Co-Operative Bank machine has had no changes made to it.

The memo we received specifically mentioned it was Siemens Nixdorf machines. It may be that the Co-Operative machine has been tampered with. I am sure the bank will be aware of this. I would push for the investigation and can you le me know how you get on?

Good luck.

chuckley

dont expect much from HSBC when you officially complain. they're notorious for shifting the blame to anyone but themselves.

fluffymovie

I had an issue with a Lloyds TSB ATM and I am an HSBC customer. I was on my way for a night out and tried to use a cashpoint. I asked for £20 and it gave me zip. I immediately phoned internet banking, whilst standing at the cashpoint, to check if any money had been withdrawn and it all seemed ok. Anyway, money was debited from my account and after opening a dispute with HSBC, the money was credited back and then a few days later, was taken back.

I put in a formal compaint along the lines of, check the CCTV in the shopping centre and that they were effectively calling me a thief. They refunded the money!

They also sent me this and it contains details of next step for complaints. HTH!

at this matter can now be considered resolved.

If you would like to discuss your concerns further, please
feel free to contact us on 08457 404 404 (if Calling within
UK) or 0044 1226 261010 (if calling from overseas) quoting
reference number 1268392951.

Alternatively, if you want to escalate your concerns to the
next stage, you can write to the Senior Manager of our
Service Quality Team at the following address, enclosing a
copy of this letter:

The Senior Manager
Service Quality Team
HSBC Bank plc
Arlington Business Centre
Millshaw ParkLane
Leeds
LS11 0PP

If we do not hear from you within the next eight weeks, we
will consider matters resolved.

Cases we cannot resolve can ultimately be referred to the
Financial Ombudsman Service, further details of which can
be found in our 'Listening to your comments' leaflet.