ATM Withdrawal failure

PeteRS

Hi I am looking for advice so apologise if I'm in wrong thread.
[FONT=&quot]Key Dates and places[/FONT]
[FONT=&quot]23rd May[/FONT][FONT=&quot] evening Sainsburys Local [/FONT][FONT=&quot]33-35 Lewisham Way, LONDON, SE14 6PP Tel [/FONT][FONT=&quot]020 8327 8000
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[FONT=&quot]I attempted to draw £400 from the ATM. Machine hung then messaged “transaction cancelled” and card was returned. No money was dispensed. My daughters partner was with me and witnessed this, he had been unable to withdraw the full amount he had requested when he tried before me. I then tried at the main Sainsburys and got a message saying I should contact my card issuer each time I tried. (turned out the system thought I had hit my maximum withdrawal for the day) I was unable to contact anyone at Cashplus until AM of 25th it being a Bank Holiday weekend. Oh the irony... I checked my account and the transaction was showing as “pending” ..worried![/FONT]
[FONT=&quot]25th May[/FONT][FONT=&quot] I Phoned Cashplus and was told obviously a fault and money should be back in account in seven working days i.e. 4th June.[/FONT]
[FONT=&quot]6thJune[/FONT][FONT=&quot] I check the account in the morning. Money had been removed and transaction no longer “pending”. Phoned Cashplus, told that I had been incorrectly advised on 25th May. Suggested that I tried contacting the ATM owner, number on machine? Also suggested going through Cashplus online complaint/ issue process (which doesn’t seem to cover ATM issues) however this would take a minimum of 45 days to resolve…Drove to local Sainsburys, Bath, no number. I spoke to customer services who explained, as did Sainsburys Bank website, that I should contact Card Provider, Cashplus. They gave me contact details for Sainsburys Bank and Sainsburys Careline. Contacted Sainsburys Bank who, predictably, told me to contact my card provider. Also suggested contacting store where alleged transaction took place as they may have number for ATM issues. So I contacted store who, predictably, told me to I should contact my card provider. The person I spoke did try to find contact details for the ATM “owner” but was unable to. Did say ATM’s operated by Loomis.[/FONT]


I am in the process of downloading the Transaction dispute form from Cashplus and filling it in before posting it to them. Strangely, although I can only access this form through my on-line account I cannot complete it on-line.

I am looking for advice on the best way to proceed with this as I find it unacceptable that through no fault of my own I am £400 out of pocket with no idea when or if I will get it back, had a Bank holiday weekend visiting daughter and first grand child ruined and then bounced around being told it will take a minimum of 45 days to investigate the "transaction dispute". The machine did not dispense any money, it stated the transaction had been cancelled and I contacted the Card Issuer as soon as it was possible. The Card Issuer has not exactly fallen over themselves to help me and I am out of pocket, not to mention the time taken trying to pursue this claim. I have details of the CEO's for Sainsburys, Sainsburys Bank, Cashplus and Loomis. However have no real idea how best to make my distress best known or what I can reasonably expect. My confidence is low in a satisfactory solution however I cannot afford to just write this off so have to pursue it. Any advice welcome!

daytona0

PeteRS wrote: »

I am looking for advice on the best way to proceed with this as I find it unacceptable that through no fault of my own I am £400 out of pocket with no idea when or if I will get it back, had a Bank holiday weekend visiting daughter and first grand child ruined and then bounced around being told it will take a minimum of 45 days to investigate the "transaction dispute". The machine did not dispense any money, it stated the transaction had been cancelled and I contacted the Card Issuer as soon as it was possible. The Card Issuer has not exactly fallen over themselves to help me and I am out of pocket, not to mention the time taken trying to pursue this claim.

Have you allowed the 45 days timeframe to pass?

Unfortunately these things take time to investigate. From anyone else's perspective they will simply see that 400 pounds was requested from the cash machine and 400 pounds has gone out of your account. They can't just refund you the 400 pound straight away, because there is a high risk of fraud taking place.

It is good that you have a date, though, and the bank should conduct a fair and thorough investigation. YOU MAY even get like 50 pounds compensation if you're lucky. Until the investigation is done it isn't worth speculating.

System

It happened to me a few years ago I had to raise a claim with my bank and eventually after about 2 weeks the money was put back.

Maybe if the ATM had had a problem it was unwise to use it .

agrinnall

The only people you should need to speak to on this are Cashplus (who I assume are the card issuer), they are responsible for investigation and refund. Nobody else will give you any information on this. It should be relatively straightforward for Cashplus to confirm that the money wasn't dispensed but you have two potential issues to complicate things:

1) Cashplus are not a real bank so may not have the staff or the knowledge to investigate as easily as other institutions. A real bank would have almost certainly refunded you automatically, so I guess Cashplus also don't have the systems to do this.

2) While I can't find anything to suggest that Loomis do actually operate ATMs (they provide a replenishment service) if they do then my experience is that trying to deal with non-bank ATM owners was a lot trickier than resolving an issue with a straightforward interbank transaction.

I don't think you have much choice now other than to allow the complaints process to work itself out, and if they don't refund the money by the end of it then go to the FOS (as advised on Cashplus's How to contact page).

http://www.mycashplus.co.uk/contact-us/