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

Ben8282

Chino wrote: »

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.

I am not new to the Uk and do not understand how you have reached that conclusion.

If money was dispensed then it wiull be presumed it was dispensed to the cardholder if as a result of the transaction undertaken by the cardholder.

If the cardholder walked off and left the money in the ATM in a busy high street for somebody else to take NOT the fault of the bank.

Terry_Towelling

Does this log show a whole raft of transactions including yours? I have no intention of visiting the link provided - sorry.

capdeek

Terry_Towelling wrote: »

Does this log show a whole raft of transactions including yours?

I've posted the log

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

Just remove the spaces and you can view it.

Terry_Towelling

capdeek wrote: »

I've posted the log

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

Just remove the spaces and you can view it.

I'm not going to click on the link, sorry. Does it have a whole raft of transactions showing from around the time of yours?

baza52

heres the pic

capdeek

Terry_Towelling wrote: »

I'm not going to click on the link, sorry. Does it have a whole raft of transactions showing from around the time of yours?

See above as the other guy has linked it now

Ben8282

I have an additional question.
You say you attempted the transaction, your card was returned after which the ATM started to make some noises. This is normal. You would hear the noise of the cash being prepared to be dispensed. You the say you received the Out of Service and the Please contact your bank messages. I have asked if these were displayed together or separately and in what order but you have not addressed this issue.
The please contact card issuer message usually appears after a decline..The out of service message appears if the machine goes out of service.
The two messages do not appear simultaneously although it is possible that the out of service could immediately follow the contact your card issuer message if the ATM should by chance go out of service following a decline.
A situation of an ATM going 'Out of Service' during a transaction is not unknown and has happened to me. By default, the ATM will return the card in such circumstances
It is at this point that your action become somewhat unusual.
You used your phone to take a photograph of the out of service message, stood by the ATM for 5 minutes then walked off to 'immediately' contact the card issuer.At what point and how did you realise that your account had actually been debited for this transaction?

capdeek

Ben8282 wrote: »

I have an additional question.
You say you attempted the transaction, your card was returned after which the ATM started to make some noises. This is normal. You would hear the noise of the cash being prepared to be dispensed. You the say you received the Out of Service and the Please contact your bank messages. I have asked if these were displayed together or separately and in what order but you have not addressed this issue.
The please contact card issuer message usually appears after a decline..The out of service message appears if the machine goes out of service.
The two messages do not appear simultaneously although it is possible that the out of service could immediately follow the contact your card issuer message if the ATM should by chance go out of service following a decline.
A situation of an ATM going 'Out of Service' during a transaction is not unknown and has happened to me. By default, the ATM will return the card in such circumstances
It is at this point that your action become somewhat unusual.
You used your phone to take a photograph of the out of service message, stood by the ATM for 5 minutes then walked off to 'immediately' contact the card issuer.At what point and how did you realise that your account had actually been debited for this transaction?

I entered my card
Entered my pin
Clicked to withdraw £400
Machine started making noises
All of sudden screen changes to "out of service"
Returns my card
Doesn't dispense cash
I checked the Monzo app on my phone - noticed £400 was debited from account on there
Took photo of screen
Waited for a bit, nothing was happening
Contacted Monzo.

Ben8282

The log entry is meaningless.
The log would have been verified by an actual cash count by the ATM operator.
At the risk of bieing once again told that I must be new to the UK for believing this, it is the actual cash count which would have been used to determine if the funds had been paid out or not, not the log entry.

Ben8282

capdeek wrote: »

I entered my card
Entered my pin
Clicked to withdraw £400
Machine started making noises
All of sudden screen changes to "out of service"
Returns my card
Doesn't dispense cash
I checked the Monzo app on my phone - noticed £400 was debited from account on there
Took photo of screen
Waited for a bit, nothing was happening
Contacted Monzo.

Your account of events has chnged. You rreviously said a message asking you to contact your bank was displayed.