Cash machine ate daughters money.

DigForVictory

Stop with the telephony, move to email & recorded signed for letters. It's a better audit trail & harder to deny.

If it ate her card too, there should be a local procedure within Santander - go through that too as a separate item.

Since Santander have been so slack, Yes! Off to the Ombudsman, who is free & the only limitation may be on the number of characters allowed (but your first post should be well within.)

It will not be fast, but it should result in your daughters money being restored to her & a lesson in picking another bank another time.

teddysmum

In banking terms £100 is absolutely trivial and a loss they would not miss.


How about asking them to donate the £100 directly to the charity concerned, as if they suspect the OP, this will remove any involvement with them?

glentoran99

mrrafs wrote: »

The money was put in two lots as its a maximum of £100 per deposit. The second deposit was not registered at all. The ATM(inside the bank building) also took the card when it happened, after they opened up the machine and returned the card, they found no stuck notes.

They finally got back to us this afternoon, claiming that they spent two days investigating and have come to the conclusion that there is not enough evidence.

The last time I went to the ombudsman, it got nowhere because the company in question refused to reply to any of the ombudsman communications!

How can I get copies of the security cameras, to confirm that we did put money in?

Thinking of trying to crowd-fund the money back for the charity with some twitter / face-book action.

I'm seriously disappointed with Santander.

Which ombudsman was this? Find it strange because the company is legally obliged to abide by a decision from the ombudsman, if they don't reply that's gonna mean a decision in your favour would it not?

Flobberchops

teddysmum wrote: »

In banking terms £100 is absolutely trivial and a loss they would not miss.


How about asking them to donate the £100 directly to the charity concerned, as if they suspect the OP, this will remove any involvement with them?

This thought occurred to me as well. Since the money was intended for charity, why not request the bank makes a payment in your daughter's name in the event of the money being found? This would virtually guarantee they would rule out first party fraud as an explanation and *may* convince them to make a goodwill payment even if they can't or won't investigate further.

mrrafs

Thanks for your replies guys.

They sent us mails explaining that the case was closed, and then a little comment at the end of the emails asking for a reply to accept the decision.

We replied back not accepting... requesting that they confirm that the 'evidence' they claimed to have investigated included all the points you guys had pointed out to me.

They then replied ignoring our evidence conformation request, stating that due to them being so delayed in replying they would compensate us. This amount 'just happened' to be a few pounds more than what was stolen by the atm.

We have left it at that, not pursuing it further.

The money has now been donated to the children's cancer charity. Thanks for all your help guys!

Shakin_Steve

Good result.