Cash machine error

wanderlust23

Hi all

Really sorry if this is in the wrong place. A couple of weeks ago (the day when the Asda card payment system had a bit of a meltdown), my partner tried to withdraw £50 from one of their cash machines however no money came out and after waiting 3 or 4 minutes he decided to leave the machine (due to a large queue building up behind him) but waited close by to make sure the next person put their card in just to be sure the money didn't come out after he'd left. He went and spoke to Asda staff inside who informed him of the problems and so he got straight on to his bank who said they would investigate and get back to him. Fast forward a few days and the bank (Lloyds) inform him that there's no discrepancies etc and so the money must have come out.

So my question is....where does my partner stand now? We are pretty sure the money couldn't have come out the machine because he stayed to watch the next person use it....and even if it did eventually come out....was he supposed to just stand in front of the cash machine for another 5 minutes as the queue behind him gets longer and longer. Does he have a case to argue?

agrinnall

Formal complaint to Lloyds and escalate to the FOS if they don't find in your favour. If the money was not dispensed before the next person inserted their card then it was never dispensed. The ATM log will show this, and Lloyds should be asking whoever provides the ASDA ATMs to investigate this.

Dobbibill

Did the person behind him manage to get any money out?

wanderlust23

agrinnall wrote: »

Formal complaint to Lloyds and escalate to the FOS if they don't find in your favour. If the money was not dispensed before the next person inserted their card then it was never dispensed. The ATM log will show this, and Lloyds should be asking whoever provides the ASDA ATMs to investigate this.

Thank you. Llyods have investigated and have said there are no discrepancies so say it was dispensed. Not sure how we can argue against that but will definitely be sending in a complaint.

Dobbibill wrote: »

Did the person behind him manage to get any money out?

He left after he saw them insert the card but would have been helpful to know in hindsight!

Norscbu

What do you mean you're not sure how you can argue against it? "not it wasn't" is your argument

pinkdalek

All you can do is complain to your bank, they've done their investigation and sadly their response is not what you wanted to hear. Doesn't make you a liar or wrong.

If you complain they may honour and pay you £50 to retain your custom and as a goodwill, but also by complaining it highlights any trends.

Flobberchops

Escalate the complaint. For the sake of £50, and with the threat of you taking your business elsewhere in the balance, they'll usually do the sensible thing and give you the benefit of the doubt even if "computer says no".

wanderlust23

Thanks everyone. Complaint has now been written and is ready to send first thing tomorrow.

wanderlust23

Update: Lloyds won't budge. They said as it's not one of their cash machines it's not their problem. Any advice? Shall we now contact the FOS?

Dobbibill

is the response in writing?

What exactly does it say?

They should have wording to the effect of, this is our final response, you have the option to go to FOS etc etc

GingerFurball_2

Dobbibill wrote: »

is the response in writing?

What exactly does it say?

They should have wording to the effect of, this is our final response, you have the option to go to FOS etc etc

Only if the complaint is formally reportable.

Informally reportable complaints will just get a generic response acknolwledging the complaint and giving you your FOS rights.