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

Chino

Ben8282 wrote: »

but I think they probably have convincing evidence (not just the log which they sent you a copy of) that the money was dispensed.

In which case you must be new to the UK.

In any case, even having evidence that the money was dispensed is not the same as having evidence that the money was dispensed to the OP.

capdeek

18cc wrote: »

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.

I could try this thanks.

masonic wrote: »

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.

The thing is though I did stand by the machine for a good 5 minutes after it reported the error and nothing dispensed while I was there.. so this isn't my fault!!

born_again

Chino wrote: »

In any case, even having evidence that the money was dispensed is not the same as having evidence that the money was dispensed to the OP.

If the log says the cash was dispensed. Then the OP would have to take it up with the police as theft.
As far as ANY bank would go, the fact it says dispensed is the end of the matter. It does not matter who picked the cash from the ATM, as far as they go that is the end of the dispute.

It's amazing the number of people who forget to pick up the cash....

masonic

capdeek wrote: »

I didn't stay at the machine for long though

capdeek wrote: »

I did stand by the machine for a good 5 minutes after it reported the error

"A good 5 minutes" is long in my book, for staying at the machine after it came up with the error. Over the course of those 5+ minutes, did the display change at all? Did anyone else walk up to the machine?

born_again

18cc wrote: »

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.

That will be the log that the OP got. As the dispute is sent to the ATM owner. They then review the log. Then provide a reply.

capdeek

masonic wrote: »

"A good 5 minutes" is long in my book, for staying at the machine after it came up with the error. Over the course of those 5+ minutes, did the display change at all? Did anyone else walk up to the machine?

No the error stayed the same and I didn't see anyone else walk up to it once I left.

capdeek

born_again wrote: »

If the log says the cash was dispensed. Then the OP would have to take it up with the police as theft.
As far as ANY bank would go, the fact it says dispensed is the end of the matter. It does not matter who picked the cash from the ATM, as far as they go that is the end of the dispute.

It's amazing the number of people who forget to pick up the cash....

At the end of the day the machine reported an error and didn't dispense me my cash, this surely isn't a police issue for theft. I took a photo of the error and waited for 5 minutes and it didn't do anything... nothing to do with "forgetting to pick up the cash"
If it comes to it I will have to report to police and take it further but this has caused me a lot of
aggravation..

Tigsteroonie

Why not share the log entries here (obviously redacting any card/account numbers) in case forum members can help you interpret it?

capdeek

Tigsteroonie wrote: »

Why not share the log entries here (obviously redacting any card/account numbers) in case forum members can help you interpret it?

I've tried but it won't let me post any links, how else can I do it?

capdeek

Tigsteroonie wrote: »

Why not share the log entries here (obviously redacting any card/account numbers) in case forum members can help you interpret it?

Here it is: http:// i.ibb.co / HVv4mV9 / Untitled.png

Just remove the spaces and you can view it.