Incomplete Withdrawal Money not returned.

Branagorn

Hello Forum, I'll post this thread alongside a very rough/estimated timescale as my hopes of a positive resolution are very very slim. But this thread could at least generate some lessons learned or interest to anyone who comes across it.


At the start of October I was in Munich, and used an ICCASH cash machine to withdraw €60, using my Starling bank debit card. If it helps inform the story, the ATM was build into the wall of a clothes shop that faced onto the high-street, the internals of the machine would be accessible from within the shop.


After following the on-screen options, I selected my withdrawal amount, and as the cash was dispensing, I was informed on-screen of additional charge I hadnt anticipated, and this just threw me off my normal habitual ATM use. I ended up walking away from the machine without removing the cash.


Probably around a minute later, I had realised my mistake and rushed back to the cashpoint, a mere 50 meters away. The cash was not there. My entire dilemma throughout this case is, has the cash been taken back into the machine after an elapsed time, or has a passerby spotted the cash in the minute I was gone and nabbed it themselves? The cashpoint did not appear to be frequently used.


I spoke to the shop owner, who tried to assist me. But he was unable to get hold of the ATM owner on the phone.


I used my Starling App messenger service. The chat agent explained that my best course of action would be to contact the bank myself.


I emailed the bank explaining what had happened, and their response was that I would have to ask my bank to issue a chargeback order.


I forwarded this to Starling.


I had a response from Starling which, I didn't question at the time as it seemed my issue was being dealt with. But may be a key part in this story.


The response from Starling read something like. "I'm sorry to hear that your cash did not dispense, but be assured we are dealing with this...…"


Sure enough, the charge-back order was issued, and I received the money back into my account. I was also informed that the dispute would still be open for 45 days, should the issuing bank wish to counter it and provide evidence.


Around a month later, I noticed the money had been taken again. So I write an email to Starling asking why this decision had been made. The explained that the bank had sent them the ATM records, which showed the Transaction being made. They had reviewed it, and would no longer be supporting my dispute. They sent me copies of the evidence in the post.


It was at this point, when reading all of my correspondence back, reviewing my case, that I realised there could well have been a vital misunderstanding. If Starling thought from the beginning that I was claiming that the transaction never took place. They would rightly not wish to support me further.


I emailed and called Starling, both times highlighting to them, that in all my previous communication, I had never claimed that the transaction wasn't successful. And that the fault was with me, failing to remove my cash.


I also explained that the basis of me hoping to have the cash returned, was that ATMS having the function to take back unwithdrawn cash after an elapsed time, and that hopefully had occurred in this instance. I accept that I cannot be sure that nobody else took the cash, but I want to know for sure.


Starling maintained that they were no longer dealing with the dispute, and suggested I communicate with ICCASH myself directly.


So around 4 weeks ago, I emailed ICCASH (Starling CC'd) and asked if the ATM in question had the function to take back cash that wasn't physically removed.


After 2 weeks and having no response, I resent this email. I still have no response.


Overall I am not very hopeful. But this story would highlight the shear rudeness of the German bank simply not responding. And the rather poor reading skills of the Starling bank staff. The difference between me claiming the money never dispensed, or what I actually explained feel could have been key in this instance.


I'm probably going to call it a day on this whole situation. But thank you for letting me air frustration with these two banks.

[Deleted User]

I doubt you'd get anywhere, even if this happened in the UK

colsten

Bottom line: you brought this unfortunate loss of money on yourself. Stop blaming others for it.

Branagorn

colsten wrote: »

Bottom line: you brought this unfortunate loss of money on yourself. Stop blaming others for it.

I blamed others for their cooperation, or lack there of. Not the loss itself.

Thrugelmir

Branagorn wrote: »

But this story would highlight the shear rudeness of the German bank simply not responding. And the rather poor reading skills of the Starling bank staff.

Respond to what?

The explained that the bank had sent them the ATM records, which showed the Transaction being made.

Seems as if the cash was dispensed.

Robin9

Time to move on and put it down to experience

Blackbeard_of_Perranporth

Branagorn wrote: »

Hello Forum, I'll post this thread alongside a very rough/estimated timescale as my hopes of a positive resolution are very very slim. But this thread could at least generate some lessons learned or interest to anyone who comes across it.


At the start of October I was in Munich, and used an ICCASH cash machine to withdraw €60, using my Starling bank debit card. If it helps inform the story, the ATM was build into the wall of a clothes shop that faced onto the high-street, the internals of the machine would be accessible from within the shop.


After following the on-screen options, I selected my withdrawal amount, and as the cash was dispensing, I was informed on-screen of additional charge I hadnt anticipated, and this just threw me off my normal habitual ATM use. I ended up walking away from the machine without removing the cash.


Probably around a minute later, I had realised my mistake and rushed back to the cashpoint, a mere 50 meters away. The cash was not there. My entire dilemma throughout this case is, has the cash been taken back into the machine after an elapsed time, or has a passerby spotted the cash in the minute I was gone and nabbed it themselves? The cashpoint did not appear to be frequently used.


I spoke to the shop owner, who tried to assist me. But he was unable to get hold of the ATM owner on the phone.


I used my Starling App messenger service. The chat agent explained that my best course of action would be to contact the bank myself.


I emailed the bank explaining what had happened, and their response was that I would have to ask my bank to issue a chargeback order.


I forwarded this to Starling.


I had a response from Starling which, I didn't question at the time as it seemed my issue was being dealt with. But may be a key part in this story.


The response from Starling read something like. "I'm sorry to hear that your cash did not dispense, but be assured we are dealing with this...…"


Sure enough, the charge-back order was issued, and I received the money back into my account. I was also informed that the dispute would still be open for 45 days, should the issuing bank wish to counter it and provide evidence.


Around a month later, I noticed the money had been taken again. So I write an email to Starling asking why this decision had been made. The explained that the bank had sent them the ATM records, which showed the Transaction being made. They had reviewed it, and would no longer be supporting my dispute. They sent me copies of the evidence in the post.


It was at this point, when reading all of my correspondence back, reviewing my case, that I realised there could well have been a vital misunderstanding. If Starling thought from the beginning that I was claiming that the transaction never took place. They would rightly not wish to support me further.


I emailed and called Starling, both times highlighting to them, that in all my previous communication, I had never claimed that the transaction wasn't successful. And that the fault was with me, failing to remove my cash.


I also explained that the basis of me hoping to have the cash returned, was that ATMS having the function to take back unwithdrawn cash after an elapsed time, and that hopefully had occurred in this instance. I accept that I cannot be sure that nobody else took the cash, but I want to know for sure.


Starling maintained that they were no longer dealing with the dispute, and suggested I communicate with ICCASH myself directly.


So around 4 weeks ago, I emailed ICCASH (Starling CC'd) and asked if the ATM in question had the function to take back cash that wasn't physically removed.


After 2 weeks and having no response, I resent this email. I still have no response.


Overall I am not very hopeful. But this story would highlight the shear rudeness of the German bank simply not responding. And the rather poor reading skills of the Starling bank staff. The difference between me claiming the money never dispensed, or what I actually explained feel could have been key in this instance.


I'm probably going to call it a day on this whole situation. But thank you for letting me air frustration with these two banks.

When in Rome. Oh, by the way when I withdraw cash from banks and machine sin the US, as in the UK, they tell me that it will charge me $3 for the withdrawal and I have the option then whether to continue or not. You just walked away. What can you do about it?

Next time be more careful with your loss.

IanManc

Branagorn wrote: »

I blamed others for their cooperation, or lack there of. Not the loss itself.

The shop owner helped you, then Starling helped you and investigated the issue.

The result of that investigation is that the transaction proceeded normally.

You cannot disprove that the money was taken by someone else after you left the cash machine unattended, and indeed that is by far the likeliest explanation for what happened.

You really need to stop blaming other people and demanding an outcome that will never happen.

LobsterMemory

Branagorn wrote: »

It was at this point, when reading all of my correspondence back, reviewing my case, that I realised there could well have been a vital misunderstanding. If Starling thought from the beginning that I was claiming that the transaction never took place. They would rightly not wish to support me further.
.

This is the point were straws begin being clutched

Un-realise that there might have been a misunderstanding and move on

Ben8282

Another thread mentioning Starling debit cards. Starling are very popular today.
as the cash was dispensing, I was informed on-screen of additional charge
I really don't believe a word of this as this message about additional charges would NOT have appeared on the screen after the ATM had started to dispense the notes as is claimed. If however it did and the OP simply walked away while the cash was dispensing then what more can be said?

[Deleted User]

Ben8282 wrote: »

Another thread mentioning Starling debit cards. Starling are very popular today.
as the cash was dispensing, I was informed on-screen of additional charge
I really don't believe a word of this as this message about additional charges would NOT have appeared on the screen after the ATM had started to dispense the notes as is claimed. If however it did and the OP simply walked away while the cash was dispensing then what more can be said?

Yep, complete nonsense. If you don't respond to the fee prompt the machine just gives you the card back and that is it.