Lost money in halifax please Help

50joe

Hello
I tried to deposit money in the halifax at the counters
When I was approached by a member of staff and told to use the playing in machine instead.

I reluctantly put £800 in to
The machine and it took my card and also £160 was lost inside.
I was told to come back to the branch
They told me the money was not found
I then phoned to complain
They said they can't give me my money back
What else can I do?
I feel as if they have stolen my money.
At the Nat West they gave me my money back within 5 days
It's been over as month and still the Halifax won't give me my £160 back.
Help. 😢

DCFC79

50joe wrote: »

Hello
I tried to deposit money in the halifax at the counters
When I was approached by a member of staff and told to use the playing in machine instead.

I reluctantly put £800 in to
The machine and it took my card and also £160 was lost inside.
I was told to come back to the branch
They told me the money was not found
I then phoned to complain
They said they can't give me my money back
What else can I do?
I feel as if they have stolen my money.
At the Nat West they gave me my money back within 5 days
It's been over as month and still the Halifax won't give me my £160 back.
Help. 😢

Did you complain by letter ?

Carrot007

Hmm, not the policy as far as I am aware.


This occured in a branch I was in.


They locked the doors so no one could enter/exit and got a key and looked in the machine right away.


Did you speak to someone who would know the correct policy? The manager/senior staff on duty would have been appropriate.


Was a pain as I was just on the way out. But these things happen.


I do find it odd you have experience of this at the nat west too! Maybe you are in a job that makes money grubby? If so the appropriate reply was "no thanks, I will wait for the counter". (I do so if I suspect he notes to not be perfect).

50joe

No I phoned
And was to
Told to go back to the bank to check
I've been back to the bank and on the phone to complain in circles 4 or 5 times.
I haad almost given up

50joe

Thanks bit im looking for an answer not a reason why the machine fails or makes mistakes.

bluffer

Carrot007 wrote: »

Hmm, not the policy as far as I am aware.


This occured in a branch I was in.


They locked the doors so no one could enter/exit and got a key and looked in the machine right away.


Did you speak to someone who would know the correct policy? The manager/senior staff on duty would have been appropriate.


Was a pain as I was just on the way out. But these things happen.


I do find it odd you have experience of this at the nat west too! Maybe you are in a job that makes money grubby? If so the appropriate reply was "no thanks, I will wait for the counter". (I do so if I suspect he notes to not be perfect).

Normal practice is to check after hours. that way it stops people complaining about not being let in or out. even if its for 5 min, people do make formal complaints about that - i have seen them come in.



when its checked after hours it can be looked at in a bit more detail. but basically the boxes are checked, the reject path is checked as is the entry path or at least as much as possible, then the machine electronic balance is checked.


if all the above points to no discrepency then a formal complaint wont be upheld. if you are very very very lucky it might be paid back as a payment without admission of liability. but guidance is to decline.

Vortigern

50joe wrote: »

I reluctantly put £800 in to The machine and it took my card and also £160 was lost inside.

Did the machine issue a receipt?

If so, was the receipt for £800 or for £640?

Did you leave the branch before discovering the error?

50joe

No receipt
The machine rejected the cash with some money missing
The card was retrieved by the assistant immediately from the back and handed back to me.

I was told to come back to.krow morning
I went back the same day and the next day.
And 2 more times I think.
Because they said they had to check in the branch
When i complained by phone.

50joe

Decline what?
I've not been offered even 1 pound back.
I will go to the citizens advice and financial ombudsman now
Thanks.

Chino

Carrot007 wrote: »

Maybe you are in a job that makes money grubby?

Not necessarily. I find that plastic notes do a very good job of sticking together.

Brewer20

Easy for me to say but if I have had this problem before but in another bank I would have insisted on paying in over the counter, lesson learned again.


Did you get names of the staff that you dealt with initially, they usually have them on badges?