ATM did not dispense cash but account debited

adonis10

Withdrew £20 on Saturday evening however the cashpoint shutter seemed to get jammed as it was opening and closing and no cash appeared. Account was debited and my bank (Hsbc) said it should sort itself out within 48 hours. It hasn't appeared in my account so called them to raise a dispute and worryingly they said that 9/10 times it sorts itself out. I trust them to get it sorted but am concerned that it isn't one of the cases that has sorted itself out.

Has anyone else experienced similar? What if the dispute fails?

PeacefulWaters

Hopefully it will resolve within a few days.

If they say tough, you complain. If HSBC Kstill say tough, you complain to the FOS.

adonis10

PeacefulWaters wrote: »

Hopefully it will resolve within a few days.

If they say tough, you complain. If HSBC Kstill say tough, you complain to the FOS.

For sure, but concerned it won't given that the cashpoint clearly reconciled otherwise it would have been back with me by now.


WIll certainly complain to the bank and then the FOS, if needs be. Given my 16 year history with the bank, level of funds in my account, the fact I've never reported such a thing before and the relatively small amount in question, it would be a great shock if they did not believe me and refund the money. I mean, I can withdraw £1k a day with my card so if I was going to try to pull a fast one, why on earth do it for such a small amount?!


Fortunately for me it does not have a short term impact, but imagine people down to their last £20 before payday and need to buy a week's worth of food shopping; such things could push them into a payday loan all because of an ATM provider/bank error.

agrinnall

adonis10 wrote: »

For sure, but concerned it won't given that the cashpoint clearly reconciled otherwise it would have been back with me by now.

Not necessarily so. The reconciliation probably wouldn't have happened before Sunday night at the earliest, and possible Monday night. The reconciliation files would then probably take another day to arrive at your bank, and might not be processed until the end of day, so it could happen tonight or even tomorrow night.

GingerFurball_2

Once HSBC lodge the dispute with the ATM owners it's out their hands. The ATM owner has 15 days to respond if I'm not mistaken.

eskbanker

adonis10 wrote: »

Given my 16 year history with the bank, level of funds in my account, the fact I've never reported such a thing before and the relatively small amount in question, it would be a great shock if they did not believe me and refund the money.

To be honest it would be a great shock to me if they took any of those factors into account! They'll have a standard process to follow and I doubt if its course would be influenced in any way by the above....

onthefencepost

Ive had this happened and self corrected a few days later. Once it self corrected within a hour. I'll let the process run its course as I dont think put a chaser will speed things up. Its like applying for a credit card, youve been accepted but things takes time to get the card and pin out to you.

adonis10

eskbanker wrote: »

To be honest it would be a great shock to me if they took any of those factors into account! They'll have a standard process to follow and I doubt if its course would be influenced in any way by the above....

Fair point, but I was thinking further down the line if for whatever reason it does not get refunded. Would have thought there would be a human element involved at some point but we do live in a tech world so doubt it will be the case.


All very annoying waste of time for something that isn't my fault but I shall go to the FOS if necessary, it is totally out of order to make a customer pay for a machine fault.

agrinnall

If it's not corrected automatically then it will be looked at by real people, I used to lead a team that did this as part of their ATM IT support tasks. They'll probably find in your favour, but if they don't then yes, you still have the FOS to fall back on.

Anders_Theet

Yes, I have been in the same situation. I just contacted my bank (santander) and they gave me a refund after a few days. I think they took they fight with the owner of the cash machine. It was a Lloyds ATM, which might have made things easier.

adonis10

Phoned HSBC for the 4th time yesterday only to find out that they hadn't raised the dispute, even though previous agents said that they had! So, 7 working days from the incident and they finally raise it, not great. Supposedly the £20 will be in my account within 48 hours of time of the dispute being raised and then the investigation takes up to 14 working days.