Cash machine didn't give me the right money, who should deal with the dispute?

Jlawson118

I drove into my local town today to withdraw £50 cash for my mum and she transferred me it online, and whilst I was there, decided to get my hair cut so I withdrew an extra £10. I headed to the first machine I saw which was outside a Santander branch, withdrew £60, the receipt said £60 and due to being outside, I just put the money straight in my wallet and proceeded to the barber shop.

It wasn't until paying that I realised I had two £20s and one £10. I headed into the Santander branch and the lady was a bit ignorant, asked me who I banked with so I told her it was First Direct, so she said it's down to them to put the dispute to. But added that they'll probably check the machine and balance all the numbers up and realise something went wrong.

Anyway, I phoned First Direct up. They said that due to the nature, they normally like you to wait 48 hours to see if the bank notice the fault and refund you, but due to it being small they'd give me it back. If Santander refund me, then I'm to phone back up.

But my question is this. Was it down to First Direct or Santander to file the dispute?

Mr.Generous

happened to me once at Halifax machine, and I bank with them. They said it was down to the comapny who manage the cash machine, and when they cashed up IF it was £20 over I'd get my money. A few days later I got £20 credited to my account, no explanation, no apology.

jaylee3

You have to go tell your bank if you are shortchanged at the cashpoint.

Happened to me once at a cashpoint at Morrisons. (I withdrew £50 and only got £30!) I had to tell my bank when I withdrew it, and where, and how much, and it was back in my account in about a week.

[Deleted User]

Jlawson118 wrote: »

Was it down to First Direct or Santander to file the dispute?

Your complaint should always be directed to your own bank. It doesn't matter who operates the cash machine.

lush_walrus

The bank clerk was not ignorant, the facts they have given you and the actions are correct. That is the same process my husband followed when this happened to him. As others above he was then credited the money at a later date.

Ben8282

Report the matter to your bank.
Are you sure there is no possibility that you lost the other £10 on your way to the barber shop?

PeacefulWaters

You really are very unlucky with your various banks.

spenderdave

New £10 notes out of machines do tend to stick together quite well. I thought I had been short changed the other day but there actually were two tenners although at first count there appeared to be only one. Maybe you gave both to the barber (and he would claim otherwise of course...).

bengal-stripe

Jlawson118 wrote: »

.....and whilst I was there, decided to get my hair cut so I withdrew an extra £10.

You might be unlucky with your various banks, but you're lucky with your barber.

Ten quid for a haircut, now that's cheap!

Dobbibill

Always refer to your bank.

They will check it hasn't automatically corrected itself on the statement, and log a dispute. They'll check the audit on the machine then issue a refund.

It's quite common as machines do run out of money, you can't have what they haven't got.

pinkdalek

You raise the dispute with your card issuer/bank.

Move on please.