ATM Dispute

Simon1987

Tried to withdraw £100 from a cash machine at 1:40 AM on 3/3/13 from a RBS bank account but a COOP cash machine.

The machine made all the right noises but never presented any money for me it just said unsuccessful transaction or similar and gave me my card back. I tried again at the same machine but would say service off line when I put my pin in.

I went down the road to a tesco machine and tried to withdraw £100 but it said insufficient funds.

The money from the coop atm had been deducted from my account!

I went to my RBS branch at 9am on monday expecting it to be an easy fix but I was told it would take 10 days as they need to send a letter to head office who will send a letter to the coop asking them to balance the machine. Is this normal? Does anyone know if its just 10 days or 10 working days?

The coop cashmachine was down sunday morning till wednesday evening but has been working since then but I have not been refunded my money.

Has anyone had something similar happen? How long does it take for these disputes to get resolved? What happens if they say the machine balanced correctly?

I am currently on JSA and £100 is the vast majority of the money I receive so this has really ruined my week and I am going to have to spend next of most week without electric unless this gets resolved by then!

agrinnall

I don't have an easy answer for you I'm afraid. As far as RBS are concerned they have been told by Co-op that the transaction was successful, so they have to check with the Co-op before they will refund you. One thing that may help you is that if the ATM was down for several days then it may have been balanced when it was repaired and brought back into service, which would make for a quicker response.

In the meantime, could you ask RBS for a temporary overdraft just to tide you over for the time until the refund is processed?

jonesMUFCforever

Under the new regulations your bank should have refunded you same day as you complained.
They would then take the money away again if it was found that the COOP machine had dispensed the notes correctly.

pvt

Simon,

My wife had a similar experience, Halifax card in a Barclays ATM.

In her case case the money was refunded about 6 working days later.

Hope yours appears soon for you.

opinions4u

jonesMUFCforever wrote: »

Under the new regulations your bank should have refunded you same day as you complained.
They would then take the money away again if it was found that the COOP machine had dispensed the notes correctly.

This.

While the procedure described to you (10 days, balancing etc) is what happens, RBS should reimburse you the funds.

I'm fairly sure that BCOBS rules (regulation) states the refund should be "within a reasonable period" whereas PSR (law) uses the word "immediately".

Speculator

I tried to withdraw HKD100 from a Standard Chartered Bank ATM @ Hong Kong using my Nationwide Debit Card 5 years ago but the transaction was unsuccessful and it gave me a receipt to show that no money was withdrawn.

When I went online to check my account, I noticed the GBP equivalent of HKD100 was pending from my account and eventually deducted 3 days later.

I returned to the UK 6 months later and took the receipt to my local Nationwide who immediately credited the money back to my account. She said the money will be deducted from my account if they find out the withdrawal had taken place.

dalesrider

jonesMUFCforever wrote: »

Under the new regulations your bank should have refunded you same day as you complained.
They would then take the money away again if it was found that the COOP machine had dispensed the notes correctly.

Sorry but wrong.

ATM does not fall under PSD.

10 days is good going as the actually timescale they have is 28 days.

In the 1st case they will allow 48 hours to see if atm updates and then send request off via link for co-op to do a balance check on the atm. (read send someone to look at the till roll.) This is the fed back to your bank to tell you if it was or was not dispensed.
We refund after 5 days and will then redebit if it comes back as the cash was dispensed....

Co-op machines are about the most frequent we dispute. Followed by Barclays. Who seem to reverse and then redebit :rotfl:

jonesMUFCforever

We will have to disagree then.

opinions4u

dalesrider wrote: »

ATM does not fall under PSD.

I'd interpret this as falling under "unauthorised debit". If the ATM has not dispensed cash, there's no way that the customer has authorised that the bank take the money out of the account..

http://www.fsa.gov.uk/consumerinformation/product_news/banking/banking_conduct_regulation

Unauthorised transactions – if you think a transaction on your account was not authorised by you, the bank or building society will need to prove either that you authorised it, or that you either deliberately or carelessly allowed someone else to get hold of your password or PIN. Just because your PIN was used will not necessarily be enough to prove that this is the case. Unless the bank or building society can prove this, it will have to refund your account immediately. If it can show that it needs to investigate the claim, then that investigation must be done quickly (within a few days).

Simon1987

dalesrider wrote: »

Co-op machines are about the most frequent we dispute. Followed by Barclays. Who seem to reverse and then redebit :rotfl:

How often do the disputes show the machine at fault?

opinions4u

Simon1987 wrote: »

How often do the disputes show the machine at fault?

If you want it as a percentage, my guess would be somewhere in the region of 0.01% of ATM transactions are disputed. They're more reliable than a cashier, but they don't have human instinct to double check at the time you tell them there's something wrong.

Most errors I dealt with self corrected immediately. The machine knew there was a problem and the software corrected the account.

Those that didn't tended to be £10 or £20 wrong - the procedure Halifax used to have was give the customer the money back. If there's evidence of some sort of machine blip, that's the end of it. If not, note the customer's record, just to make sure they don't habitually make bogus claims.

Larger amounts and the balancing process described to you by RBS came in to play.

More often than not the customer got their money back. I can only recall a handful of occasions where the other bank (or shop) said their ATM balanced.

While I'm a long way past life in a bank branch my understanding is that these days your account should be reinstated to the position it would be in without the disputed transaction. On the proviso that if the machine balances they can come back to you and say tough!

A lot of shop machines are less robust than those in bank branches. My guess is that you've used a lightweight version next to the fruit and veg aisle!