ATM Dispute was declined

RGun

On the 20th of July I visited a Nationwide branch and used the ATM. I selected £40 and on the screen it said loading/processing, then out of nowhere the screen started to shut down, the screen was black for aprox 2 minutes before I went inside the store and told a member of staff.

Then went to the rear of the ATM (Inside the store) opened it up and retrieved my card and gave me my card back.

I then explained what happened and asked if the £40 would be taken out and I was told no.

I then went inside the store, used another ATM and got £30 out no problem.

Fast forward a week and I checked my online banking (I'm with Natwest) and the ATM transaction did go through, Initial £40 and the £30.

I called my bank, Natwest, explained what happened and was told they would open an ATM dispute.

I called them recently for an update and they explained that Nationwide had declined the dispute as "There were no known faults with the ATMs that day".

Natwest informed me there was nothing else they could do, and I could call the citizens advice bureau.

Is there anything else that can be done? Can they not check the CCTV of the incident? I know the exact date time and location (Give or take perhaps 10 minutes).

peterbaker

RGun wrote: »

Is there anything else that can be done? Can they not check the CCTV of the incident? I know the exact date time and location (Give or take perhaps 10 minutes).

There ought to be a formal log of the Nationwide branch intervention into the ATM, and two members of staff should have been involved in opening it up not just one - one to open up and one to ensure the first doesn't pocket any loose cash perhaps!

You were perhaps "lucky" that you got your card back on demand at the location. I've seen that refused when the ATM was not at the cardholder's home bank: "Sorry - we know it is an inconvenience and we apologise, but you need to contact your own bank".

Can you go back to the location and speak with the senior person at the branch? What seems to be missing at the moment is any verification that your card even had to be retrieved for you. The fact that it had to be retrieved indicates some fault in the card or the machine and it seems you might need to get the Nationwide branch to acknowledge that before contacting anyone else. I think I would do that before thinking of contacting Nationwide any other way.

Terry_Towelling

You might also ask NatWest to request logs from the Nationwide ATM to show that there was no £40 imbalance at the end of the day in question. If the cash never came out but the system says it did, there would have been £40 more in the ATM than there should have been.

You shouldn't let this drop. As @peterbaker says there should be records of the intervention by Nationwide. You need to push and push, do not give up if you know yourself to be right and take it all the way to the Ombudsman if necessary.

jonesMUFCforever

Just one thought. -- I know you said the £40 was debited to your account but have you checked whether in fact it was recredited back as a misdispense?
If not open a complaint - it will be probably cheaper for them to refund you rather than do much investigating.

RGun

No it was never re-dispensed by Nationwide back into my account. I will go back into the store and speak to the manager

boo_star

RGun wrote: »

No it was never re-dispensed by Nationwide back into my account. I will go back into the store and speak to the manager

Don't bother. You need to do this via your bank, not Nationwide.

If you go back into the Nationwide branch you'll almost certainly be turned away.

RGun

The guy on the phone that I spoke with today said the bank have done all they can and that they can only suggest I speak to Citizens Advice Bureau, because Nationwide responded with them and said they decline the dispute.

Can I request for Nationwide to view the cctv?

DCFC79

RGun wrote: »

The guy on the phone that I spoke with today said the bank have done all they can and that they can only suggest I speak to Citizens Advice Bureau, because Nationwide responded with them and said they decline the dispute.

Can I request for Nationwide to view the cctv?

You can ask but if theres no cctv from the day in question then your out of luck.

jonesMUFCforever

If Nat West are your bankers then you only need to deal with them as others have stated Nationwide will tell you to do one (nicely of course).
If Nat West won't refund you start a complaint.

boo_star

RGun wrote: »

The guy on the phone that I spoke with today said the bank have done all they can and that they can only suggest I speak to Citizens Advice Bureau, because Nationwide responded with them and said they decline the dispute.

Can I request for Nationwide to view the cctv?

You probably can under GDPR but if the ATM crashes it may not have been saved anyway.

You need to speak to your bank again and make a formal complaint. If they don't resolve it to your satisfaction within 8 weeks or they send you a deadlock letter before then, go to the FOS.

Westie983

boo_star wrote: »

You probably can under GDPR but if the ATM crashes it may not have been saved anyway.

You need to speak to your bank again and make a formal complaint. If they don't resolve it to your satisfaction within 8 weeks or they send you a deadlock letter before then, go to the FOS.

It may depend as they are recorded over after a certain amount of time and can only be retrieved via a police report.

ATM's should be balanced at least twice a month if not more, so if you didnt get the £40 then the ATM would have been over, the only issue could be that the ATM had an issue as your card was retained.
This tends to only happen in certain circumstances, either card was expired, card was damaged, registered lost or ATM malfunction.

As you mentioned that your card was handed back to you so can only suggest it was retained for the latter reason, as you should havent got your card back anyway to be honest if it was a Natwest card and a Nationwide ATM, but maybe they have different rules, as they wouldnt have been able to check the status of the card.

As mentioned its Natwest you need to speak to, and not Nation-wide as they will contact them to ask them to balance the ATM or if they have done so was there a over logged.

Westie983