Help! ATM claim over 2 months

miche66

Really hoping someone can help.

31st Jan went into a Santander to use ATM with a post office card. I know this is unusal but i went in for my Mum who was nervous taking out a large sum. This was £800. The cash dispenser whirred round but did not open. Then the screen came up thank you and the card came out. I immediately went to a Santander person who said I would have to make an ATM claim as it was the post office and could take a while. I then went home and Mum rang the post office and explained the situation who said they would investigate and could take 2 weeks. Three weeks later another phonecall and now they said the original agent didn't take enough info so nothing had been done. This is rubbish as Mum was upset and was quite plain about how much and that it was the same day. Phonecalls keep being made but now it is over 2 months and they still dont have any info. In fact I feel like Mum is being fobbed off. Has anybody got any ideas? Many, many thanks

Westie983

You need to do a ATM discrepancy at Post Office/Bank of Ireland, once you have confirmed that the money was debited from the Post office account.

Bank of Ireland UK customers can contact their customer services team on 00 44 345 850 1234.

Once your dispute has been raised, the bank will approach the relevant cash machine provider, and if it’s an issue regarding cash inaccuracies, check a record of the ATMs’ transactions. This will provide information on any under/over deliveries of cash, or if any cash was requested/dispensed on the date advised. In the majority of cash claims, the bank will automatically reimburse you while they hold an investigation.

miche66

Many thanks for the reply. How long can this take as it is now 10weeks since the problem. Many thanks

colsten

Which PO account allows £800/day ATM withdrawal?

DCFC79

miche66 wrote: »

Many thanks for the reply. How long can this take as it is now 10weeks since the problem. Many thanks

I suggest you mum calls asap, she will find out if it's too late or not.

miche66

Shes been ringing every week for updates but nothing has moved forward. Its a savings account where you can take out £1000 a day.

Thrugelmir

miche66 wrote: »

Shes been ringing every week for updates but nothing has moved forward. Its a savings account where you can take out £1000 a day.

Doesn't mean that an ATM will dispense this amount.

colsten

Thrugelmir wrote: »

Doesn't mean that an ATM will dispense this amount.

You can withdraw up to £1,000 per day in cash via our branches or ATMs.
Read more at http://www.postoffice.co.uk/savings-accounts/instant-access#iOlZOT5vcWD1vcwV.99

This article could help: https://www.yourcash.com/what-to-do-if-a-cash-machine-doesnt-give-you-money-or-swallows-your-card/

k3lvc

miche66 wrote: »

Really hoping someone can help.

31st Jan went into a Santander to use ATM with a post office card. I know this is unusal but i went in for my Mum who was nervous taking out a large sum. This was £800. The cash dispenser whirred round but did not open. Then the screen came up thank you and the card came out. I immediately went to a Santander person who said I would have to make an ATM claim as it was the post office and could take a while. I then went home and Mum rang the post office and explained the situation who said they would investigate and could take 2 weeks. Three weeks later another phonecall and now they said the original agent didn't take enough info so nothing had been done. This is rubbish as Mum was upset and was quite plain about how much and that it was the same day. Phonecalls keep being made but now it is over 2 months and they still dont have any info. In fact I feel like Mum is being fobbed off. Has anybody got any ideas? Many, many thanks

Two issues I see here


1) Your Mum has given you her card/PIN which is presumably against T&C's of the account


2) Has the amount actually been debited from her account ? Stupid question but it's not mentioned anywhere above and there may have been a debit and subsequent credit

KJSmith

k3lvc wrote: »

1) Your Mum has given you her card/PIN which is presumably against T&C's of the account

And this may well mean that you can't raise an ATM dispute for the transaction.

jonesMUFCforever

OP have you checked to see if the money was debited or if it had been credited back to PO account as a misdispense?