Santander seem to have lost my ATM deposit

raintrek

On January 30th I went inside the branch of Santander in Northampton, my own branch. The queue was long so I decided to use the atm, my deposit wasn't urgent so adding a day didn't matter.

As I always do I sat down and counted out the money twice, £460 in £20 notes

I went to the machine, entered my card and pin, selected deposit and was asked for the cash which I put in the slot. The cash went in and then a message popped on the screen to tell me that the machine had developed a fault and would shut down! No receipt, nothing to show it just took £460

I queued and spoke to a lady at the desk, she apologised but said it would not be sorted until the following day and that someone would call in the morning. They needed to balance the ATM.

Next day a manager called me to say they'd balanced the ATM but no £450 was found. I corrected her and said it was £460 and she said that this might be why they had a problem and she'd get back to me

She eventually called me back late in the afternoon and told me not to worry, the atm did balance so she didn't know what happened to my money but she'd already deposited £460 to my account. I was happy and thought that would be an end to it. Faulty machine on 30th, sorted on 31st, awesome ... NOT!

Just checked my online statement and noticed that on February 4th, £460 was removed from my account as a withdrawal!

Clearly I need to speak to the bank again but, can they actually do this? I mean, I know for a fact I fed their machine £460. I suggested they check their cctv but, they tell me they don't cover the atm area! So, have I actually just lost £460? What can I do?

I may not have been in a hurry about the deposit but I did need the money in my account to pay a credit card bill. Now I can't pay as much as I'd liked so will get charged more interest!

pmduk

I'd wait to see what they say. If necessary invoke the formal complaints process.

tommytiger1985

Was it just a normal Santander ATM? Did the cash machine fully reset itself whilst the envelope was in transit to the deposit bin? and finally, was the branch previously A&L?

raintrek

Tommy, normal Santander ATM in branch. No envelope, it's one of those which wants cash not in an envelope so it counts it. I was told the ATM will have rebooted automatically after I left it hence why it was working again before I left. The branch has always being Abbey National, Abbey, Santander.

On the plus side, I went in there late yesterday and, as luck would have it, the cashier was the one I have known in there since 1995 and she knows me. She knows better than to question my honesty and spoke to the manager and told the manager in no uncertain terms to put the cash in my account as it wasn't my mistake and sort out Head Office.

I will never now know what went wrong. They got me on a good mood day so I didn't push for compensation though, I did say, the money best stay in my account this time!