Lloyds ATM dispensed damaged note, now I can't get it exchanged

justAnotherGirl_2

I have a bank account with RBS, but I normally use whichever ATM is closest at the moment, as I am sure everyone does. I have used Lloyds ATM in the Lloyds branch today for cash withdrawal. One of the 10£ notes I got was damaged and a shop refused to accept it. It seems like it has been through the washing machine or something like that, as it's faded quite a lot, though not torn anywhere and serial numbers etc are all still visible.

Anyway, after the note was refused at the shop, I went back to the Lloyds branch where I used the ATM and asked whether they would exchange it. It seemed like a reasonable thing to do, as it was an ATM in their branch which dispensed that note about 15 min before I tried to use it. I was told since I didn't have an account with Lloyds bank, they couldn't help me, even though it was their ATM, and I would need to go to my own bank.

So, a walk to RBS branch... I have told them what happened... They tested the 10£ and made sure it was not a fake, which it wasn't, just damaged. But they didn't exchange it. I was told since it was Lloyds ATM I got it out of, it is not their responsibility and Lloyds should have exchanged it, so I should go back to Lloyds branch...

Back at Lloyds, spoke to different person. They were surprised RBS didn't exchange it for me, since apparently they are supposed to, because I am RBS costumer. And didn't exchange it again, telling me to go back to RBS.

By this point I was a bit fed up of walking back and forward with no results and went home.. I can't keep walking back and forward until one bank decides to do something about it...
So, Lloyds think since I am not their costumer, they are not supposed to exchange it, even though it was their ATM... And RBS think that since it wasn't their ATM, Lloyds have to exchange it...
I am just confused and very upset about this :mad: I can't believe I basically lost my 10£ at least for a few days until I can get it sorted just by using an ATM!!


I have googled and found this: http://www.bankofengland.co.uk/banknotes/damaged_banknotes.htm This website seems to have a form to exchange damaged banknotes.. However, Royal Mail only allows sending money with Special Delivery, which would cost 5-6£... For a 10£ note... So I would rather not do this

What can I do? It's not like I damaged the note myself, it was dispensed by ATM which I trusted to give me usable money... Both banks refuse to exchange it...
I am thinking about writing letters expressing my disappointment with their service to both banks, but which bank is right? Either one of them is supposed to fix this or the other.... Any ideas?

(I am not sure whether this is the best forum for this, but it sounded about right... )

gordikin

Withdraw £50 from a RBS ATM and go in to the bank and tell them it dispensed a damaged note and ask them to replace it.

catfish50

gordikin wrote: »

Withdraw £50 from a RBS ATM and go in to the bank and tell them it dispensed a damaged note and ask them to replace it.

Is that wise? If the RBS branch the OP visited earlier has logged her report of a damaged note issued from Lloyds ATM, it will look strange if the same customer reports a damaged note issued from an RBS ATM.

If it was me, I'd complain to Customer Services of both banks, pointing out the unfairness of both banks refusing to accept responsibility for changing the note. CC the emails to each bank and also to the Financial Services Ombudsman. Not that the Ombudsman's office can take any action at this stage but it shows the banks you're aware of the Ombudsman's existence.

Freddie_Snowbits

Is it Bank Holiday Weekend and the Skools kicked out early?

Take your note dear to the Dog & Duck and get the thing liquidated. As you are a girlie, I would get some chocolate

sciencegeek

go into your bank. ask for £10 in change and hand over the ugly note. Sorted! As its your bank they should be willing to make change, especially if the bank is quiet.

MackemPunk

Pay it into your account, then withdraw a tenner from the ATM

justAnotherGirl_2

Thanks for the advice.

I thought about just withdrawing cash from RBS ATM and telling them it's from theirs, but after telling them about this one, it is going to look very strange and probably not work. I am also unsure if ATMs record serial numbers of banknotes? I found some posts online saying it might be possible in some cases, so if they do and decide to check... Well, that one will not go very well then. Though it's probably very unlikely they record them.

Paying into account/asking for change sounds good, but isn't it very similar to asking to exchange it? I will write a few emails first and see what happens... Branch is 30 min away, so it is a pain getting there (and that's why I used ATM instead, ahh). But I will be close to it again in a few days, so I will try that

catfish50 wrote: »

If it was me, I'd complain to Customer Services of both banks, pointing out the unfairness of both banks refusing to accept responsibility for changing the note. CC the emails to each bank and also to the Financial Services Ombudsman. Not that the Ombudsman's office can take any action at this stage but it shows the banks you're aware of the Ombudsman's existence.

Thank you, I am going to do that. I didn't know about Ombudsman, so this is very useful

david39

Put it through the automatic check-outs at a supermarket when you buy something - at worst, it will get rejected but, as the note went through an ATM it will probably go through a note acceptor.

DCFC79

Do you not have a supermarket with self service checkouts you could us ethe note to pay for something small eg a chocolate bar, newspaper

Sooler

Damaged and Mutilated Banknotes

http://www.bankofengland.co.uk/banknotes/damaged_banknotes.htm

fluffnutter

However, Royal Mail only allows sending money with Special Delivery

They can't insist on this. It's up to you whether you accept RM's insurance (which is what you're paying for by using Special Delivery). I'd just chuck it in an envelope with a normal stamp. The downside, obviously, is that, should the letter go missing, you wouldn't get your tenner back. But for a tenner, I'd risk it.