Problem with ATM Cashpoint

Artyboy1973

I was in town today and used my local Royal Bank of Scotland ATM cashpoint to take out some money. I entered my PIN and selected the amount but no money came out the ATM cashpoint machine except for ATM transaction receipt then a message displayed on the screen telling me that the ATM is temporarily Out of Service. 

The worst thing is that the ATM receipt tells me that the money has been taken out and the money has been taken out my bank account even though I got no money from the ATM. Worried and unhappy about this I went into the bank and mentioned this but the bank told me that the ATM will refresh and it will take 48 hours to get the money back into my bank account. I then phoned my bank and they filed a dispute just in case I don’t  get my money back.

Has anything like this happened to anyone on this forum and what was the outcome?

cymruchris

Yes it has been known to happen. My understanding having read people's previous experiences are that ATM's are pretty clever devices in the main - and are audited and checked regularly. They have logs of what they do, when they go wrong, and when they don't pay out properly. When the machine is next loaded/audited the discrepancy will be recorded, married up to the transaction where it failed to pay out and then credit the money back to the account it was debited from. You've logged the error with the bank as well - so it shouldn't take that long to sort itself out. Probably a few days though I imagine. I'm sure there are people here that will know more detail - but for the moment I wouldn't worry too much.

Artyboy1973

cymruchris said:

Yes it has been known to happen. My understanding having read people's previous experiences are that ATM's are pretty clever devices in the main - and are audited and checked regularly. They have logs of what they do, when they go wrong, and when they don't pay out properly. When the machine is next loaded/audited the discrepancy will be recorded, married up to the transaction where it failed to pay out and then credit the money back to the account it was debited from. You've logged the error with the bank as well - so it shouldn't take that long to sort itself out. Probably a few days though I imagine. I'm sure there are people here that will know more detail - but for the moment I wouldn't worry too much.

Thanks for the reply. What worries me is that even though I didn’t get the cash from the ATM, it still printed a receipt telling me cash was debited and then the “Out of Service” message appeared on the screen.

DCFC79

Artyboy1973 said:

cymruchris said:

Yes it has been known to happen. My understanding having read people's previous experiences are that ATM's are pretty clever devices in the main - and are audited and checked regularly. They have logs of what they do, when they go wrong, and when they don't pay out properly. When the machine is next loaded/audited the discrepancy will be recorded, married up to the transaction where it failed to pay out and then credit the money back to the account it was debited from. You've logged the error with the bank as well - so it shouldn't take that long to sort itself out. Probably a few days though I imagine. I'm sure there are people here that will know more detail - but for the moment I wouldn't worry too much.

Thanks for the reply. What worries me is that even though I didn’t get the cash from the ATM, it still printed a receipt telling me cash was debited and then the “Out of Service” message appeared on the screen.

You did the right think in telling the bank and phoning your bank, is RBS your bank or  just the atm you used ?
Not much else you can do, yes you have the slip but the machine will have a record that no money was dispensed.
I take it you have the card back ?

Artyboy1973

DCFC79 said:

Artyboy1973 said:

cymruchris said:

Yes it has been known to happen. My understanding having read people's previous experiences are that ATM's are pretty clever devices in the main - and are audited and checked regularly. They have logs of what they do, when they go wrong, and when they don't pay out properly. When the machine is next loaded/audited the discrepancy will be recorded, married up to the transaction where it failed to pay out and then credit the money back to the account it was debited from. You've logged the error with the bank as well - so it shouldn't take that long to sort itself out. Probably a few days though I imagine. I'm sure there are people here that will know more detail - but for the moment I wouldn't worry too much.

Thanks for the reply. What worries me is that even though I didn’t get the cash from the ATM, it still printed a receipt telling me cash was debited and then the “Out of Service” message appeared on the screen.

You did the right think in telling the bank and phoning your bank, is RBS your bank or  just the atm you used ?
Not much else you can do, yes you have the slip but the machine will have a record that no money was dispensed.
I take it you have the card back ?

Yes, RBS is my bank and the ATM I used was an RBS ATM just outside my local RBS bank. Yes, the ATM gave me my card back. Thing is I am a worrier as I have an anxiety disorder and this is freaking me out.

sausage_time

I know it is worrying, but I am sure it will sort itself out.

KxMx

I had this last year when I tried twice to take money out of an ATM. Failed both times.

Checking the account several days later (it's my secondary account and another ATM worked so I didn't realise the other transactions had debited) only one lot of money had been credited back.

I phoned my bank who filed an ATM dispute and credited the money back to me within a couple of hours.

About a week later I had a letter confirming the ATM had been checked, I had indeed been subject to an error, and that the credited money was mine to keep. 

1882

I've had this happen a couple of times over the years and the withdrawals did register initially but were cancelled within a couple of days.

AskAsk

I know how worrying it can be.  i had this when i took money out for my dad.  it gave me a receipt for the money, no error message but no money either.  i checked his account when i got home and it had taken the money out of the account but also credited it back.  you should be fine, especially as you reported it to the bank immediately.

jonesMUFCforever

If today was a working/business day the ATM would have reversed the transaction by now.
It may be that by the close of business on Monday that RBS  will do this.

If not then the ATM 'thinks' it has paid out the money (the ATM when balanced will be over) you need to contact them again to start officially the process of disputing this transaction.

Artyboy1973

jonesMUFCforever said:

If today was a working/business day the ATM would have reversed the transaction by now.
It may be that by the close of business on Monday that RBS  will do this.

If not then the ATM 'thinks' it has paid out the money (the ATM when balanced will be over) you need to contact them again to start officially the process of disputing this transaction.

I thought I would of got my money back into my bank account today as my local RBS is open on a Saturday until early afternoon but there is still no sign of my money been put back into my account. When I phoned my bank yesterday they told me that the ATM will clear itself overnight and I should get the money back into my account. However, the lady at my local RBS bank told me it will take 48 hours for the matter to resolve.

I already have this matter filed as a dispute with my bank and I will wait until Monday afternoon and if there is still no money put back into my account I will have to contact them again.