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

born_again

capdeek wrote: »

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

But did you say you were happy with them investigating the atm transaction?
As that will have closed the complaint at that point as resolved. It will then have to be reopened when you said you were not happy at not getting a refund.

You can not expect a fast reply form any complaints team as they will have to listen to all calls and review the actions taken. All of which takes time.
Remember you are not the only person with a complaint.

capdeek

born_again wrote: »

But did you say you were happy with them investigating the atm transaction?
As that will have closed the complaint at that point as resolved. It will then have to be reopened when you said you were not happy at not getting a refund.

You can not expect a fast reply form any complaints team as they will have to listen to all calls and review the actions taken. All of which takes time.
Remember you are not the only person with a complaint.

No I wasn't happy from the start about waiting 8 weeks etc, so not sure if they closed the complaint as I've been complaining ever since.

I don't mind waiting as long as something gets resolved and I get my money back, or some of it at least for now or whatever! I am waiting for the customer advocacy team to get back to me, I am hoping they will help me with a good will gesture, if not I will take it further.

masonic

capdeek wrote: »

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

If they took your phonecall of 2nd August as a formal complaint, then they should have referred you to the FOS before now.

Ben8282

The ONLY way that it can ever be determined if the money was paid out or not is a cash reconciliation to see if the amount of cash in the ATM balanced or not.
ATM logs and statements that the transaction was approved prove absolutely nothing.

20SmthngSver

That's why I withdraw cash at the branch counter, responsibility is on the cashier.

Electronic everything is great until it doesn't work... sometimes the old and easy ways are the best ways.

p00hsticks

20SmthngSver wrote: »

That's why I withdraw cash at the branch counter, responsibility is on the cashier.

Electronic everything is great until it doesn't work... sometimes the old and easy ways are the best ways.

That's fine if a) you still have a local bank branch and b) you can get there in banking hours.

brianposter

capdeek wrote: »

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

Write to Monzo pointing out that their response is inadequate, if not meaningless, and ask them to obtain a full and clear explanation of the ATM log from Natwest.
Point out that you are still hoping to resolve the matter without resort to the FOS.

capdeek

The advocacy team replied to me today saying there decision is final and that they won't be refunding me.

This is outrageous. Disgusting customer service..

jonesMUFCforever

capdeek wrote: »

The advocacy team replied to me today saying there decision is final and that they won't be refunding me.

This is outrageous. Disgusting customer service..

Now go to the ombudsman.

[Deleted User]

I agree after many bad experiences I go into branch to withdraw cash now at the counter too.

But I appreciate you have to be able to have access to a local branch and Monzo don’t have physical branches.