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

paragon909

The problem with this forum is that everyone thinks they work for a company that is ok for them and never had any troubles with them and self righteous people.

The ATM ran out of money, It's debited your account. Monzo won't will contact the ATM owners and they will check if the machine gave out the money, or you will get a refund automatically. Monzo simply won't refund you compared to a "normal" standard banks.

18cc

Did you follow my previous suggestion (you said that you would) and go into the bank and ask them if they can help?

System

18cc wrote: »

Did you follow my previous suggestion (you said that you would) and go into the bank and ask them if they can help?

Go into the bank - Monzo's offices in London?

If it was a branch, they may have helped in a very limited fashion at the time (noted the dispute etc) - they are only going to help further if the OP was a RBS Group customer.

Mastercard procedures will be different than LINK procedures for ATM disputes too.

18cc

sigh - no into natwest where the atm was

born_again

There is no point in OP going to Nat West. All they will do is point him to his card provider to start a dispute. As they are not a Nat West customer.

OP. While you said that the £400 showed on your app straight away. Is it still showing now?

All OP can do if they think they did not get the cash is raise a complaint with Monzo, if Nat West have said that the funds were dispensed.
It will then be up to Monzo to either offer a goodwill gesture or let it go to FOS. But that will cost them more than the £400...

System

18cc wrote: »

sigh - no into natwest where the atm was

sigh - the bank that the OP has the relationship with is Monzo.
He/She has no relationship with NatWest.

capdeek

born_again wrote: »

There is no point in OP going to Nat West. All they will do is point him to his card provider to start a dispute. As they are not a Nat West customer.

OP. While you said that the £400 showed on your app straight away. Is it still showing now?

All OP can do if they think they did not get the cash is raise a complaint with Monzo, if Nat West have said that the funds were dispensed.
It will then be up to Monzo to either offer a goodwill gesture or let it go to FOS. But that will cost them more than the £400...

Yes the £400 is still showing as debited.

I received a message from customer support at monzo today in the app saying:

"Hi, Cleo taking over here, I'm a disputes specialist,

I'm so sorry for the delay in getting back to you. Thanks so much for your patience.

In regards to the ATM non dispense - the documentation provided to us by the ATM provider has the RC/FC code of 00, which the key indicates as transaction approved.

Due to this, we are unable to take this dispute any further.

I am sorry that you are unhappy with the outcome of this, please rest assured the customer advocacy team are looking into this, and they'll be in touch with the next steps.

Please let us know if we can help with anything else, and have a lovely day."

I replied with that I'm taking the matter further with FOS etc and down the legal routes. This is absolutely ridiculous and outrageous that these things can happen in this day and age...

The customer advocacy team hasn't replied yet they emaile two days ago (complaints team) I also emailed them saying the same thing about FOS.

When you say about costing more if I take it FOS, do you mean me or them?

masonic

capdeek wrote: »

When you say about costing more if I take it FOS, do you mean me or them?

The firm will get a number of free cases with the FOS each year, after that they pay a fee for each complaint the FOS considers.

You will need to get a final response from Monzo (or wait 8 weeks from the date of your complaint) before you can complain to the FOS. It seems that the "customer advocacy team" want to have a look before any final response will be forthcoming.

Ben8282

This reply is a bit odd.
The fact that the transaction was approved does not prove, or even imply, that the cash was actually dispensed.

capdeek

masonic wrote: »

The firm will get a number of free cases with the FOS each year, after that they pay a fee for each complaint the FOS considers.

You will need to get a final response from Monzo (or wait 8 weeks from the date of your complaint) before you can complain to the FOS. It seems that the "customer advocacy team" want to have a look before any final response will be forthcoming.

The complaint was on the day it happened on the 2nd August so it's been enough time now?

Ben8282 wrote: »

This reply is a bit odd.
The fact that the transaction was approved does not prove, or even imply, that the cash was actually dispensed.

Exactly! what else can I say to them? I'm running out of ideas here...