ATM not dispensing cash but cash debited from account

Money_Bags1447

Hi and thanks all for all the replies/advice.
Update, just received a text from RBS saying an investigation will take place which can take up to 15 working days and they will be back in touch.
Thanks again and fingers crossed.
Steve

mr_stripey

Just to chuck in my own experience here - a few years ago I tried to draw £50 out of a cashpoint (think it was Nationwide) and it didn't pay out. But I noticed it had debited me. I raised it with my bank (HSBC) and it took a very long time to resolve. The sticking point appeared to be the interaction with the other ATM operator. HSBC said "if it was one of our machines we could resolve it straight away". In the end after lots of tooing and frooing, my local HSBC branch refunded me anyway - even though they still hadn't resolved it with NW. They said that they had no reason to believe I was being dishonest - basically they took my word for it.
Every time I use the cashpoint now (which is not all that often these days) I try and stick to HSBC just in case this happens again. I think there is a definate advantage in using "your own" bank's ATM if you can - although obviously this won't always be possible or convenient!

mr_stripey

can safely say though that i've never withdrawn £500 in one go from a ATM in my life though!

happy_hazelnuts

To the OP: try not to worry - they are pretty good at reconciling the cash in the machine with their records of withdrawals and I have no doubt that you will get your money back although it'll probably take a frustratingly long amount of time!

bonkersbonkers1

I think the problem is with the new plastic £20 notes - most ATM's in this country are quite old - a lot of them have had problems in recent months.
To the OP the ATM's have to be balanced at least once every 3 weeks - if the machine has a surplus of funds you will get your money back - if not it will be up to your bank to decide if you were telling the truth or not.

jjames1985

COIAHLGW said:

Is it common though for £100 to be paid out all by £10 notes?  If the OP asked for £500 and all the machine had in it was tenners, would that be too many notes to be paid out all at once (50)?

If there are no twenties how else will it be paid, magic beans?

MEM62

CurlySue2017 said:

I'm not sure the above is correct, however I cannot say for certain.  But during my recent experience of the same thing, the bank took care of it completely.  A good proportion of ATM's are third party machines so does that mean that to be "protected", you need to travel however many miles to get to a bank specific ATM?  I find that difficult to comprehend.

Whilst I cannot claim to hold any expertise specifically in banking regulation, I cannot see how RBS have any liability for third party facilities. Facilities that it does not own or control.  I would expect that the industry as a wider body will have protections in place to cover the OP but I need no reason why this would fall specifically at the feet of RBS.        

Sandtree

MEM62 said:
Whilst I cannot claim to hold any expertise specifically in banking regulation, I cannot see how RBS have any liability for third party facilities. Facilities that it does not own or control.  I would expect that the industry as a wider body will have protections in place to cover the OP but I need no reason why this would fall specifically at the feet of RBS.        

It will fall at the feet of RBS to deal with the matter because they are the one that issued the card to the OP and therefore the one that the contract exists with. 

If the OP says they didn't get the cash but the ATM company says their records show they did then RBS has no liability to pay out however in the practice of this highly regulated business it is rare for an excess of £500 to simply "appear" in a machine at the same time that a user states that they never received the same sum of money. Similarly record keeping is such that the ATM will be clear if the request was made, if the machine thinks it fulfilled it and how much cash is in the machine. If this weren't the case then routinely money would "disappear" when the people refilling the machine claim the balance was £500 light and it must have dispensed notes stuck together etc. 

Obv the above is different to a claim of unauthorised third party use of the card.

cymruchris

Have you managed to get your money back yet?

Money_Bags1447

Success!!!!! That's the £500 paid back into my account 6 days after investigation launched.
From a very pleased Steve.
PS thanks to all who contributed.