ATM did not dispense cash

Retired_at_55

If this is the wrong forum please redirect me.

The ATM inside bank branch did not dispense cash and my card was returned. I was advised by bank staff to try again on the same machine and the second time my cash was dispensed. I asked for a mini statement from the machine and it showed two identical transactions a few minutes apart. Both amounts were deducted from my balance although I only received the second amount. My PIN entries were identical and correct both times.

I have been advised to wait and when the cash machine amount is 'over' at midnight the amount will be replaced in my bank account.

I apologise as I am a bit anxious and impatient. I logged in to my internet banking a few minutes ago (as after midnight) and there is no refund and both amounts still showing as having been taken out.

I understand that my own bank can help me but, for now, does anyone have experience of how this works out in reality, please?

Thankfully the member of staff who advised me to try again on the same machine was with me for the second transaction - just a few minutes after the failed transaction.

Nothing like this has ever happened to me before and I am a bit worried about it. If the money goes back into my account later today I'll post again and I'll update, thank you.

Retired at 55

TheBanker

Do not worry.

I'm not sure the advice that it would correct its self at midnight was correct. Midnight is not a magical point where everything updates - there are batch processes running throughout the night updating accounts, and the time you can see the updates depends on who you bank with and how many transactions they have to process.

Either:

1) It corrects its self in the next couple of days. This depends on how often the machine is balanced, and whether the type of error allows them to link the cash over back to your transaction. Assuming the ATM belongs to a different bank to your card, it can take a couple of days for the funds to find their way back to your account.

2) Submit a claim via your bank who will deal with it for you.

This is not an uncommon situation so there is no need to worry. If you prefer not to wait then give your bank a call and ask them to deal with it for you. Depending on their internal processes it may take a little while or they may refund you immediately.

How much cash was it out of interest?

Rolandtheroadie

I was a bit different, in that I hadn't taken the money dispensed.
Called the cash machine operators, who confirmed the money was taken back inside the machine, and told me I had to get my bank to ask for it back. Process took a couple of weeks in my case.
A friend who didn't receive his cash, had to go through the same process with the same timescale.
We both used cash machines not operated by our own banks, hopefully, as yours is, it should be quicker.

Retired_at_55

Thank you very much for replying TheBanker and Rolandtheroadie - I need to be patient and will post again once sorted. The transaction was for £20 and two lots of £20 were deducted from my account when just one £20 was dispensed - the second attempt.

Retired at 55

System

Report it to your own bank ASAP but wait overnight to see if it corrects itself.

That way you've got the ball rolling, if needed.

Retired_at_55

Thanks very much everyone. By about 11 am the £20 still had not been returned to my account. I telephoned my own bank and they were excellent - really helpful.

Although they say it may reappear in my account earlier, they say it can take up to about 14 days. They were very reassuring saying that this sort of problem does happen at times - but not often.

I'll update when they money goes back into my account. Thank you again.

Retired at 55

Flobberchops

The issue may resolve itself or alternatively the extra unaccounted cash will be discovered when the machine is next balanced - that's where the 14 day figure comes from - at which point the bank employees will manually credit your account.

It's not an uncommon issue at all, typically it's due to damaged notes or over-filled note cassettes causing jams in the machine.

Luckily it's only £20, but if the money is particularly important to you your bank may be able to give you a pre-credit on the assumption that the cash will turn up.

Sit tight, nothing worth worrying about.

Retired_at_55

Flobberchops wrote: »

The issue may resolve itself or alternatively the extra unaccounted cash will be discovered when the machine is next balanced - that's where the 14 day figure comes from - at which point the bank employees will manually credit your account.

It's not an uncommon issue at all, typically it's due to damaged notes or over-filled note cassettes causing jams in the machine.

Luckily it's only £20, but if the money is particularly important to you your bank may be able to give you a pre-credit on the assumption that the cash will turn up.

Sit tight, nothing worth worrying about.

Thank you Flobberchops. Thankfully I can wait for the money to be returned. I was a bit upset although, on the scale of things, I know I have very much to be thankful for.

It is kind of the folks here to post so reassuringly and I do appreciate it.

Retired at 55

TheBanker

It's unlikely to appear during the daytime. These things are generally processed in batches so if it's not there in the morning, I wouldn't keep checking throughout the day as this is likely to be a waste of time. It's more likely to appear overnight (but not exactly at midnight!)

Retired_at_55

TheBanker wrote: »

It's unlikely to appear during the daytime. These things are generally processed in batches so if it's not there in the morning, I wouldn't keep checking throughout the day as this is likely to be a waste of time. It's more likely to appear overnight (but not exactly at midnight!)

That's good to know, thank you.

Retired at 55

Retired_at_55

Just an update - The money was still not returned to my account today. When I telephoned I was reassured to be told that they could see that I had not received the money from the machine.

It may still be 14 days before the £20 goes back into my account - but should reach me in time.

Retired at 55

Edit - update today Friday 16 February. Thank you very much for all your interest and replies. The £20 was refunded into my account today marked as an Automated Credit.

Thank you again.

Retired at 55