Problem with FairFX ATM Withdrawal Abroad - Money Not Dispensed but Still Charged!

plappyflugilips

Hi,

Recently returned from Honduras. Whilst on the island of Utila I attempted to make a cash withdrawal over the counter of a bank (the ATM was broken at the time). I tried withdrawing about £30 in Honduran currency but the transaction was declined.

Later that day, when the ATM was fixed, I attempted to make a withdrawal of about £120. The ATM behaved normally and gave the usual "Please wait for your cash to be dispensed" message, but then nothing. Not even a whirr or chunter as if the money was being counted. The screen then revereted to the "Please enter your card" start screen and the next customer received the correct amount ok (I explained to him why I was hanging around and made him count his cash).

Checked my online statement and both transactions showed as completed, so I have been charged £150 and received nothing. The bank were totally unable/unwilling to help and directed me to my card issuer.

FairFX seem to be taking a long time to do anything. Just wondering what my rights are. Anyone have any idea? If the bank in Honduras say the money was dispensed (which it most definitely wasn't) then is there any obligation on FairFX to believe me and pay up?

Hope someone can help!

dazza.mk

plappyflugilips wrote: »

Hi,

Recently returned from Honduras. Whilst on the island of Utila I attempted to make a cash withdrawal over the counter of a bank (the ATM was broken at the time). I tried withdrawing about £30 in Honduran currency but the transaction was declined.

Later that day, when the ATM was fixed, I attempted to make a withdrawal of about £120. The ATM behaved normally and gave the usual "Please wait for your cash to be dispensed" message, but then nothing. Not even a whirr or chunter as if the money was being counted. The screen then revereted to the "Please enter your card" start screen and the next customer received the correct amount ok (I explained to him why I was hanging around and made him count his cash).

Checked my online statement and both transactions showed as completed, so I have been charged £150 and received nothing. The bank were totally unable/unwilling to help and directed me to my card issuer.

FairFX seem to be taking a long time to do anything. Just wondering what my rights are. Anyone have any idea? If the bank in Honduras say the money was dispensed (which it most definitely wasn't) then is there any obligation on FairFX to believe me and pay up?

Hope someone can help!

FairFX should raise a dispute with the local bank, they'll check the machine which should have £120/£30 more in cash than it should do, they would thnen re-credit your account.

jonesMUFCforever

To be fair how would you expect the bank to be able to help when presented with a card that has nothing to do with them?

plappyflugilips

Thanks Dazza - that's what I was hoping. Although I'm not sure how honest the banks are in Honduras if the police/government/military/public sector are anything to go by.

Jones, I'd expect them to check the machine to see if the amount of money it has vended tallies with the amount of money it says it's vended, to see if it's broken, and then turn it off until it can be repaired to prevent anyone else being out of pocket. Apparently this machine regularly rips people off - found this out too late, unfortunately.

plappyflugilips

Just wondering though, if the Honduran bank say everything tallies up, or if they don't bother co-operating at all, where do I stand with FairFX. Does anyone know if there are Consumer Credit/FSA rules for this kind of thing?

jonesMUFCforever

plappyflugilips wrote: »

Thanks Dazza - that's what I was hoping. Although I'm not sure how honest the banks are in Honduras if the police/government/military/public sector are anything to go by.

Jones, I'd expect them to check the machine to see if the amount of money it has vended tallies with the amount of money it says it's vended, to see if it's broken, and then turn it off until it can be repaired to prevent anyone else being out of pocket. Apparently this machine regularly rips people off - found this out too late, unfortunately.

If that happened every time someone complained the machine would never be open>.

plappyflugilips

jonesMUFCforever wrote: »

If that happened every time someone complained the machine would never be open>.

Ok. Thanks.