ATM didn't dispense cash - Monzo won't help

capdeek

Hello all

Newbie here needing some advice.

I am beginning to lose complete patience with this whole fiasco now. This has been going on since the beginning of August and I have yet to still get a resolution.
Basically, what happened is that I went to withdraw £400 from an ATM. The machine then started making strange noises, then the screen of the ATM reported that it was "out of service" the ATM then did not dispense my £400! it also took it from my account balance so I was left without the money.

I contacted Monzo immediately after this happened and they told me they would be contacting Mastercard and there could be a wait for up to 8 weeks, which ultimately frustrated me even more. Anyway, I then received a message from Monzo recently saying that they have reviewed the evidence and there is nothing that can be done... this is absolutely ridiculous and outrageous.. I asked to review the evidence and they sent me it, I checked it and after the time I used the ATM there was a couple of things that happened immediately after I used according to the log which I don't understand so there was clearly an issue with the machine.

Also I took a photo of the machine and it said "out of service and to contact your bank" I told them to check the attributes of the photo I took on my phone as it matches the date and time I went to use the ATM.

Monzo have now reffered my formal complaint to their higher team but still waiting for a reply from them.

Surely there is a law here that covers me for things like this? if nothing is done I will take it to a small claims court and speak to a solicitor about taking this down the correct legal avenues.

I am not happy!!! :mad: how on earth can they keep my money like this??

Here is the log they sent me:

http:// i.ibb.co / HVv4mV9 / Untitled.png

Just remove the spaces and you can view it.

Ben8282

In such cases it is easy to determine if the money was dispensed or not and, assuming the ATM was in the UK, should be a relatively quick procedure .The only reason for their reply would be that they have discovered that the funds were actually dispensed by the ATM. What exactly was the evidence that Monzo sent you? You imply that it was some sort of copy of a log from the ATM. However, that would not be the method used to actually determine if the funds were paid out or not.
Also, I have seen 'Out Of Service' displayed on an ATM. I have seen 'Contact your card issuer (I guess contact your bank is the same thing although not the usual wording) when a transaction is declined, but I have never seen these two things displayed at the same time..Will you confirm that you actually had your card returned by the ATM.

capdeek

Ben8282 wrote: »

Yes this is indeed unsatisfactory service.
Will you confirm that you actually had your card returned by the ATM.
In such cases it is easy to determine if the money was dispensed or not and, assuming the ATM was in the UK, should be a relatively quick procedure .The only reason for their reply would be that they have discovered that the funds were actually dispensed by the ATM.

Yes the card was returned.
it started making strange noises, then the screen gave me an error, then returns my card. No money was dispensed to me then I contacted them immediately after, I didn't stay at the machine for long though I went off to contact Monzo, but the evidence they sent me is showing that the machine was working again 20 mins later with other withdrawals (but at the time I went to withdraw there was some strange reports in the log directly after I went ot use it)

I honestly don't know what else to do here... they are telling me there is nothing they can do because they "reviewed the evidence and they can't take it any further and don't think there is anything else they can do to change the outcome"

The fact of the matter still remains is that I am £400 down and I want this resolved.

Chino

capdeek wrote: »

Surely there is a law here that covers me for things like this? if nothing is done I will take it to a small claims court and speak to a solicitor about taking this down the correct legal avenues.

If Monzo still refuses to refund your money then the next step would be to contact the Financial Ombudsman Service:
Disputed transactions

capdeek

Chino wrote: »

If you don't get a satisfactory response from Monzo then the next step would be to contact the Financial Ombudsman Service:

Thank you I will inform the lady who emailed (from formals complaints) that this is what I plan to do.
She did mention in the email "We would love to hear how we can best resolve this for you and if there are any particular points you would like us to review in detail, this will help us deal with your complaint promptly. Similarly, if you can let us know what you would consider to be an appropriate resolution to your complaint please do let us know."

I obviously replied with that I want my money back!

What do you guys think my outcome will be with this if I pursue it? obviously I'm not going to let it slip.

Regards

Ben8282

You used your phone to photograph the ATM and then you WENT OFF to immediately contact Monzo?
I edited my original reply before I saw your reply to it

Ben8282

Don't know what the outcome will be but I think they probably have convincing evidence (not just the log which they sent you a copy of) that the money was dispensed.

capdeek

Ben8282 wrote: »

You used your phone to photograph the ATM and then you WENT OFF to immediately contact Monzo?
I edited my original reply before I saw your reply to it

Yes that's correct, well it was in the high street and I was around the area, but obviously I was stressing at the time and I immediately contacted them.

capdeek

Ben8282 wrote: »

Don't know what the outcome will be but I think they probably have convincing evidence (not just the log which they sent you a copy of) that the money was dispensed.

Well if it was dispensed then it wasn't dispensed to me? it was in a busy high street ATM. So surely I can't lose out here? the atm reported an error and didn't dispense the cash to me when I was there... this is all becoming extremely stressful and I can't deal with it.

18cc

You don't say where the ATM was but if for example it was outside a bank you could go in and ask if they can help - they will have their own logs and it is they who are responsible for counting the money in the machine etc. Also, if the ATM was working 20 mins later they may have done some repairs, unjamming or whatever, all of which will have been logged.

masonic

capdeek wrote: »

Well if it was dispensed then it wasn't dispensed to me? it was in a busy high street ATM. So surely I can't lose out here? the atm reported an error and didn't dispense the cash to me when I was there... this is all becoming extremely stressful and I can't deal with it.

You would be more likely to lose out in a busy high street. If the money did dispense, then it is far more likely a passer-by would notice before the money got pulled back in.