ATM didn’t give money but debited my account

cstorrow69

Hi there
My husband went to take £250 out of a notemachine at Morrison’s petrol station and it went through the motions then said “the transaction cannot be completed at this time, please try again” he then tried again and still no joy. No money was given at all.
we then went to another cash machine in a different town and unfortunately it was the same branded cash machine outside a B&M store and again he tried to get £250 out and it said the same thing. I then ended up having to do a bank transfer for the item we were going to buy.
we contacted the bank the next day as £500 came out of his account.
long story short - the bank said that the cash machine balanced so we are basically lying! We are livid as other people were having the same issue as us and we are now £500 down because it’s taken the 2 lots we have tried to get out.
what can we do as we can’t afford to lose £500.
thanks in advance

unholyangel

Make a formal complaint with the bank and if they reject the complaint, then the financial ombudsman? 

Is there CCTV at the ATM? You'd probably need to be quick....a lot of businesses only keep recordings for so long. 

Aylesbury_Duck

Who are these "other people" and how did you come to get in touch with them?

I've had the same problem twice over the years, and both times my bank credited the amount pretty promptly.  Mind you, the sums involved were £20 and £10.  Two lots of £250 from two different cash points in two different towns sounds...suspicious.

cstorrow69

unholyangel said:

Make a formal complaint with the bank and if they reject the complaint, then the financial ombudsman? 

Is there CCTV at the ATM? You'd probably need to be quick....a lot of businesses only keep recordings for so long. 

We have made a formal complaint and basically they’ve said there is nothing further they can do and gave £50 as a goodwill gesture but that doesn’t replace the other £450. Husband has had an exemplary banking record with always plenty in the bank but that obviously doesn’t mean anything and now he’s been made to feel like a fraud.
I’ll check out about cctv but probably too late. 

born_again

cstorrow69 said:

Hi there
My husband went to take £250 out of a notemachine at Morrison’s petrol station and it went through the motions then said “the transaction cannot be completed at this time, please try again” he then tried again and still no joy. No money was given at all.
we then went to another cash machine in a different town and unfortunately it was the same branded cash machine outside a B&M store and again he tried to get £250 out and it said the same thing. I then ended up having to do a bank transfer for the item we were going to buy.
we contacted the bank the next day as £500 came out of his account.
long story short - the bank said that the cash machine balanced so we are basically lying! We are livid as other people were having the same issue as us and we are now £500 down because it’s taken the 2 lots we have tried to get out.
what can we do as we can’t afford to lose £500.
thanks in advance

How long ago?
Bank do not say the ATM balanced, that is notemachine who tell the bank it balanced.