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

capdeek

Ben8282 wrote: »

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.

So what now, am I screwed? these atm's are run by computers right? computers can glitch out.. I won't let this slide regardless of what it says, I never got the money and I will take the matter further.

capdeek

Ben8282 wrote: »

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

Jesus christ, it said "Out of service" "contact bank (card issuer)" was written on the screen too, here is the photo!!!! :

https:// i.ibb.co / 8cn5pfb / atm-photo.png

baza52

and the next pic

Ben8282

It says contact your card issuer IF YOUR CARD HAS BEEN RETAINED. Strange how I was right in my earlier statement that it did not say contact your bank as you claimed but contact' your card issuer.
Your earlier post misrepresented the way that the contact your card issuer had been displayed. In this case it is a standard message to ask you do that if the card was retained not as misrepresented by you to be connected with your transaction.

This is a Natwest ATM. not a private ATM operated by a potentially dodgy ATM operator. I am sure that Natwest have carried out the necessary checks in concluding that the cash was in fact paid out.

capdeek

Ben8282 wrote: »

It says contact your card issuer IF YOUR CARD HAS BEEN RETAINED. Strange how I was right in my earlier statement that it did not say contact your bank as you claimed but contact' your card issuer.
Your earlier post misrepresented the way that the contact your card issuer had been displayed. In this case it is a standard message to ask you do that if the card was retained not as misrepresented by you to be connected with your transaction.

Well whatever, I wasn't very scrupulous as to what it said, my head is all over the place at the minute in life as I have other things going on as well as the stress from this.

pseudonim

Ben8282 wrote: »

This is a Natwest ATM. not a private ATM operated by a potentially dodgy ATM operator. I am sure that Natwest have carried out the necessary checks in concluding that the cash was in fact paid out.

I'd agree, if Monzo have asked the right questions, but I'm not entirely convinced that they have. The fact that a Connex report has been sent proves nothing at all, as you pointed out the ATM balance is a key factor, but the ATM log is also a key piece of evidence that hasn't been provided. I'm not surprised about that because it's pretty much incomprehensible to anyone unfamiliar with it, but equally the Connex report is not something I would have expected to be show to a customer (I'm not blaming NatWest for this, they probably sent it in good faith to Monzo who shouldn't have passed it on to the OP).


To the OP I would strongly recommend that you follow the advice given previously to raise the issue with the FOS.

Terry_Towelling

Taking everything at face value, the log is indeed not overly helpful in the end. It just appears to be an Excel spreadsheet that anyone could've typed out. Someone has typed at the bottom something that appears to indicate the ATM was not out of balance at the end of 14/08/19, which is strange because the log is dated 05/08/19. That's something you need to query.

Shame they haven't been able to get the financial logs that show the ATM balance reducing with each withdrawal and proper evidence that everything was in balance at the end of the day.

The only other oddities on the log are indeed the entries in the 7 minutes after your £400 withdrawal attempt. Might be an idea to ask for an explanation of those entries. Monzo won't have a clue because they don't have an ATM network but they can ask NatWest. You can even visit the branch and ask them if they know what it means.

The message on the ATM screen is interesting too. Asking you not to re-enter your PIN suggests it appeared when the card was still in the ATM. As we all know, cash is never dispensed until after the card has been taken from the machine, so the fact the machine took itself out of service before returning your card (if that is what happened) means no cash had been dispensed at that point and could indeed support your contention that no cash came out subsequently either. I think that is something worth pointing out to Monzo/NatWest.

Beyond those oddities, I can't add anything else of value but they might give you something to go at in your quest.

Ben8282

My feeling with regard to the message displayed on the ATM is that it is a standard generic Out of Service message displayed in all situations and designed to cover all eventualities.

Migster

I'm not sure what Monzo can do here. They have presumably contacted the ATM operator and been advised there is no £400 discrepancy at that ATM on that day. As such Monzo won't have been credited with £400 by the ATM operator, so they are not in a position to refund you (unless they take a £400 hit as a goodwill gesture).

brianposter

Ben8282 wrote: »

The log entry is meaningless.

I would say the log entry is decisive simply because it is statistically very unlikely that an invalid customer complaint would coincide with a peculiar entry in the log, and a court has to work on the basis of probabilities.
The credibilty of large institutions is not what it was and a statement by Natwest that the money was dispensed should, and hopefully would, be treated with a certain scepticism.
What the OP needs is someone who can draw up their claim in appropriate statistical terms.