ATM Cash Machines

pommymike

boo_star wrote: »

OP is upset that the bank want proof that the money was not dispensed before refunding them.

That's it.

If the OP would understand how it could be abused if they took everyone at face value they might understand why it'll take a few days before they refund them.

Thank you, I do understand that but I spoke to Cashzone who confirmed that they knew the machine had not dispensed my cash. So I do not understand why a week later, my account has not been re-credited.

pommymike

eskbanker wrote: »

I don't have any statistics to back this up but would imagine that a percentage in the very high 90s of ATM transactions pass off without a hitch.

Of the remaining small proportion, the vast majority will be resolved by reference to the ATM logs, etc.

On a minuscule sliver of occasions, a customer will be adamant that they didn't receive any cash and the bank(s) will be equally adamant that there is no evidence that cash wasn't dispensed, and that the balances all reconciled, etc.

How do you believe that these latter cases should be resolved?

I would think that the customer's evidence that cash wasn't dispensed would always be taken seriously by a court, but if the customer had a record of dishonesty, and had previously made fraudulent claims, the court might not believe him. The machine should surely print out a record of each payment, which would be recorded with the details of the account debited, which would happen whether or not the customer requested a printed receipt. As someone who has been a customer of the bank for over 40 years and who has never previously claimed that a cash machine did not pay out, I would expect to be believed and not treated like a criminal. The bank should be able to obtain a record of the transaction from Cashzone. Another question is how long one is expected to wait for a machine to pay out, after the whirring has stopped and the machine is ready to be used by another customer.

Thank you for your response and interest in this topic.


If there is a long queue of customers waiting behind someone who refuses to move away, even after just 30 seconds one can imagine that this would soon draw an impatient response from those behind.

JuicyJesus

pommymike wrote: »

I would think that the customer's evidence that cash wasn't dispensed would always be taken seriously by a court

Saying "the cash wasn't dispensed" is not evidence.

pommymike

It would be correct to say that it is uncorroborated evidence. It becomes evidence when you go into the witness box and take an oath, and make your statement in front of the judge. A witness statement is not evidence.

eskbanker

pommymike wrote: »

The machine should surely print out a record of each payment, which would be recorded with the details of the account debited, which would happen whether or not the customer requested a printed receipt.

[...]

The bank should be able to obtain a record of the transaction from Cashzone.

This is what I was referring to earlier about ATM logs - all ATMs will have internal audit trails, which inevitably form the basis of investigations when disputes are started.

When a customer raises a query with their card-issuing bank, there is then dialogue between this bank and the organisation operating the ATM, in order to ascertain what is recorded.

I don't know if the reference to 15 days reflects any industry standard for such investigations (other than it being the generic timescale for complaint resolution when relating to payments) but if you expect any bank to commit to completing such investigations within 24 hours then I'm afraid that's way too optimistic....

lollipopsarah

Happened to hubby last week at the supermarket. When we got home he phoned the number from the ATM and was credited within the hour, as the chap on the 'phone could see there was a fault. xx

born_again

pommymike wrote: »

Thank you, I do understand that but I spoke to Cashzone who confirmed that they knew the machine had not dispensed my cash. So I do not understand why a week later, my account has not been re-credited.

You need to talk to YOUR bank if the cash you did not get is still showing as a debit.
There is a dispute process for this.
When you think. Its a computer, working a mechanical device trying to pick up slippery notes. Since the change to the new style notes. We have seen a increase in this happening.

born_again

eskbanker wrote: »

I don't know if the reference to 15 days reflects any industry standard for such investigations (other than it being the generic timescale for complaint resolution when relating to payments) but if you expect any bank to commit to completing such investigations within 24 hours then I'm afraid that's way too optimistic....

We quote 28 days. Once the request is sent off.

More often the reply comes back quicker. But given the amount of work to check a atm. Especially these new one's.

20SmthngSver

Or use the counter... the cashier checks it in front of you.

p00hsticks

20SmthngSver wrote: »

Or use the counter... the cashier checks it in front of you.

(cynical) lol!



No banks in our high street any more -and when there were they weren't open hours working people could get to.....