cashpoint didnt give me my money

daniel2609

went to a local cashpoint on thursday to lift some money, the machine made all the normal noises etc but gave my card back, but no money, machine then shut down. went into my bank to complain, got told to fill out a ATM dispute form, to now i have to wait for a response and am now looking at a 7 day wait to get my money back! i am now getting charged for late payment of rent etc... any suggestions? where do i stand?

tagq2

Did the money actually get debited from your account?

If no, do you have anywhere else you can get the money from?

If no, request that the bank refund you immediately on the understanding that you will have your account re-debited if they find you have been fibbing. There are times when agreed practice is to do this, e.g. for an alleged fraudulent debit on a card, but I'm not sure it's so for an ATM dispute like you describe.

If they won't, request the bank arrange an overdraft.

If this doesn't work but you're a member of your local credit union (or they're particularly speedy at helping new members - you'll need lots of income/expenses evidence), see if they will give you a short-term loan. Since credit unions don't have early repayment penalties, you could just pay it off at little cost to you when the matter is resolved or you receive your next income payment.

Request to the bank to refund every charge you have actually incurred, i.e. late payment penalty, interest for any borrowing, letter-writing, travel, etc. Itemise and provide evidence. Escalate to formal complaint if this doesn't work.

thenudeone

Does your bank account show the cash being withdrawn?

I would go back immediately to check if the machine has been tampered with. Some crims place a very realistic replica slot over the cash dispenser which stops any cash being given to the customer. They then return late at night and remove the fake slot along with thousands of pounds.
If it looks suspicious don't touch it but call the police and wait there til they arrive. The crooks may be watching, so if some dodgy looking men approach and suggest you leave the area (whilst they remove the cash), don't be a hero.

http://www.link.co.uk/Cardholders/security/Documents/Fraud_prevention_guide.pdf

McKneff

Have a look at the account online. It may not have gone out at all.

I had this happen to me whilst on holiday, I just waited a few hours (after complaining inside the bank) checked on line and it hadnt gone out at all.

jonesMUFCforever

If the money has been debited; under the new banking code your bank should refund your account immediately and THEN investigate.

daniel2609

yes,my account has been debited by the amount i have to wait approx 4 working days for the dispute to get processed

I_luv_cats

jonesMUFCforever wrote: »

If the money has been debited; under the new banking code your bank should refund your account immediately and THEN investigate.

This was highlighted this week!! The customers own Bank have been told they have to refund customers and then the bank takes it up with the other bank concerned !!!

I_luv_cats

The customer's relationship is with the bank, who the ATM is is not your problem. It's up to the bank to prove the customer did get their money than the other way round." Proof burden The Financial Services Authority confirmed that in these sorts of disputes it was up to the bank to prove that the customer had received their cash.
The rules are part of the 2009 Payment Services Directive.
The very senior management of banks need to make sure that their front-line staff are aware of the rules.


http://www.bbc.co.uk/news/business-15307444

opinions4u

I_luv_cats wrote: »

The customer's relationship is with the bank, who the ATM is is not your problem. It's up to the bank to prove the customer did get their money than the other way round." Proof burden The Financial Services Authority confirmed that in these sorts of disputes it was up to the bank to prove that the customer had received their cash.
The rules are part of the 2009 Payment Services Directive.
The very senior management of banks need to make sure that their front-line staff are aware of the rules.


http://www.bbc.co.uk/news/business-15307444

Helpful link.

Awful choice of font / colour!

I_luv_cats

opinions4u wrote: »

Helpful link.

Awful choice of font / colour!

just did it quick - whole article link is there!!

Paul Lewis etc. (moneybox is ace!!)

daniel2609

my bank is halifax and it was a barclays cash point machine! the bank is saying if it had been a halifax machine i could have had the money back as soon as i reported it, but they have to raise the dispute with the other bank...