ATM not dispensing cash but cash debited from account

phillw

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.

I think that is what is supposed to happen...
https://www.bbc.co.uk/news/business-15307444

jimbo26

Same happened to me a few years ago. Basically Co-op (my bank at the time) contacted the ATM provider LINK, and it was sorted if memory serves me right in a few days. 

happy_hazelnuts

When it comes to ATMs everything is controlled and logged down to the minuscule level...

everything is timestamped,  date stamped, amount requested,  amount dispensed,  balance at opening,  balance at closing.... 

you couldn't get a ten bob note out without them knowing (whatever that is)

Dr_Crypto

Years ago my boss withdrew £200 at an ATM. During the transaction he was distracted and the machine took the money back. I think he got it refunded in the end but it took a while. 

Baby_Angel

Same happened to me with the Sainsbury's ATM, but the account was with Barclays. Money didn't come out, but the transaction had gone through when checking on my barclays app. I called them directly after the failed transaction.  They refunded the £100 after a couple of days. 

MalMonroe

comeandgo said:

You just have to hope that the next person who visited the ATM did not get your money as the audit will show cash in machine correct.

How is that helpful? That'll just make the OP worry and panic. Well done.

MalMonroe

MEM62 said:

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.        

What absolute nonsense. RBS choose to use third party facilities. Therefore it's up to them to right any wrongs. Banks should do that automatically and mostly they do. This particular RBS has promised to investigate and get back to the OP. That's what they should do and he should be able to get his money. 

MalMonroe

Money_Bags1447 said:

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.

YAY!!  Well done. 

MEM62

MalMonroe said:

MEM62 said:

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.        

What absolute nonsense. RBS choose to use third party facilities. Therefore it's up to them to right any wrongs. Banks should do that automatically and mostly they do. This particular RBS has promised to investigate and get back to the OP. That's what they should do and he should be able to get his money. 

RBS did not choose to use a third party - the OP did.  When you withdraw money from an ATM does your bank decide which machine you use?  Of course not - you do!
In respect of liability the post from sandtree makes perfect sense.     

Ebe_Scrooge

MEM62 said:

MalMonroe said:

MEM62 said:

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.        

What absolute nonsense. RBS choose to use third party facilities. Therefore it's up to them to right any wrongs. Banks should do that automatically and mostly they do. This particular RBS has promised to investigate and get back to the OP. That's what they should do and he should be able to get his money. 

RBS did not choose to use a third party - the OP did.  When you withdraw money from an ATM does your bank decide which machine you use?  Of course not - you do!
In respect of liability the post from sandtree makes perfect sense.     

No, but RBS decided to allow their customer to be able to use that machine.  I remember when I was young, and ATMs first appeared - I could only withdraw money from my bank's own machines.  Then gradually they started allowing me to use other machines - but it was only a few other machines that I could use.  These days you can use pretty much any machine - though there are exceptions.  The bottom line - if your bank has an agreement with another bank/ATM operator that means you can use their machine, it's ultimately your bank's responsibility to sort out any errors.  Obviously there's a cost implication to the bank, which is why you'll still find the odd machine where your card is not accepted - usually because your bank and the ATM operator couldn't come to an agreement on fees, terms & condition, etc.