No money received from ATM but apparently I have?

falko89

So I will give 2 posts from another forum I posted as I need advice in taking this further.

So went to the ATM last Thursday to withdraw £200, entered my pin etc and it just sat there doing nothing for a couple of mins, it finally put my card out and said "Sorry can not complete this transaction" OK I thought so went to another ATM but this time it said I didn't have enough funds, I found this odd as I had £300 in my current account so checked my banking app and the first ATM debited my account for £200 even though I got no money out.

I went home and phoned the bank who raised an issue and said I will get my money refunded within 48 working hours

So following this I got my money returned until they complete their investigation.

So I thought this was all done and dusted, yesterday I received a letter from Santander basically saying they have concluded their investigation and they have decided that the money has been received.

I was speechless, how does this happen? I said well these machines have cameras, "Ah thats between you and the ATM operator" When I originally phoned they said they had a log that would say when the card was ejected and the money put out and if there X amount of delay time I would be covered, again "This is between you and the ATM operator" all they would let me do is log a complaint, what the hell do I do now? I am shafted, I have cleared the account, there is not a hope in hell I am repaying something I never received and I will go as far as court if need be.

meer53

Not all ATMs have cameras. Santanders investigation will have shown that the machine balanced on the day you had the problem. This is why they will say that the cash was dispensed.

To take it further, log a complaint with them. It's not a case of repaying them, they will just debit your account with the £200 which was previously credited. You will just end up having a debit balance of £200.

dave030445

If you are telling the truth you have nothing to worry about. As when they contact the owner of the cash machine it will show that the money never came out. But if you are lying god help you and they will find out cause they have very clever ways of finding out cause they will take you to the cleaner and that £200 will be the least of your worries.

falko89

dave030445 wrote: »

If you are telling the truth you have nothing to worry about. As when they contact the owner of the cash machine it will show that the money never came out. But if you are lying god help you and they will find out cause they have very clever ways of finding out cause they will take you to the cleaner and that £200 will be the least of your worries.

I think you're missing the point, they have concluded their investigation, its finished, over, fineto, I have the money according to them, hence my problem.

dave030445

falko89 wrote: »

I think you're missing the point, they have concluded their investigation, its finished, over, fineto, I have the money according to them, hence my problem.

So what are they doing now about it

falko89

dave030445 wrote: »

If you are telling the truth you have nothing to worry about. As when they contact the owner of the cash machine it will show that the money never came out. But if you are lying god help you and they will find out cause they have very clever ways of finding out cause they will take you to the cleaner and that £200 will be the least of your worries.

Hence why I cleared the account, they contacted the machine company and the money came out apparently,

When I went to the machine what happened was I put the card in entered pin and selected the amount, it sat doing nothing for an unusual amount of time, it didn't spin up the cash making a noise or anything, it just sat doing nothing. Next thing I get a message

"An error has occurred"

And out came my card, that was that, I took the card the screen went back to advertising something or other.

falko89

dave030445 wrote: »

So what are they doing now about it

They are going to write to me about repaying the money.

dave030445

Its between you and the atm owners now so get on to them by first post still stands it the owner of the atm who will have all the info. Good luck

falko89

Ah well this is useful, the machine is operated by this outfit http://cashzone.co.uk/contact-us.aspx I contacted them, press 1 for this etc, I then get a recorded messaging saying "If our machine has failed to give you cash please contact your bank" Ah how silly of me, why didn't I think of that?

meer53

dave030445 wrote: »

Its between you and the atm owners now so get on to them by first post still stands it the owner of the atm who will have all the info. Good luck

The "owner" of the ATM will have already dealt with this. They won't have any further information to give anyone. The investigation is finished.

The OP needs to log a formal complaint with Santander, no-one else.

dave030445

If a error message come on then that would be logged and the owner of the atm would be able to fine it.