Nationwide ATM stole my Christmas present momey!

4 Posts

Last week I went to a Sainsbury's ATM and tried to draw £500 out for presents.
The machine took my card the usual way and I keyed in my pass code.
I heard the money being counted but it took a very long time. Next a message comes on the screen 'out of order' (and no money) - my card was returned.
I tried again and again but only got 'refer to bank' message.
Suspecting a scam where the money is taped inside the ATM I put in another card and received some cash, it was defiantly an ATM problem.
On returning home I checked my statement and the money was missing so I contacted Nationwide to complain.
I registered what is called an 'ATM claim' and was told I would be contacted.
A few days later I received an email in my account to say that my claim would not be processed until December 28th and I could not access my money until it had been sorted.
I asked what I should do about buying my Christmas presents and why the delay but have not as yet received a reply.
This is obviously a bank problem but I am now £500 short on my account and no chance of getting it until December 28th!
What are my options please?
The machine took my card the usual way and I keyed in my pass code.
I heard the money being counted but it took a very long time. Next a message comes on the screen 'out of order' (and no money) - my card was returned.
I tried again and again but only got 'refer to bank' message.
Suspecting a scam where the money is taped inside the ATM I put in another card and received some cash, it was defiantly an ATM problem.
On returning home I checked my statement and the money was missing so I contacted Nationwide to complain.
I registered what is called an 'ATM claim' and was told I would be contacted.
A few days later I received an email in my account to say that my claim would not be processed until December 28th and I could not access my money until it had been sorted.
I asked what I should do about buying my Christmas presents and why the delay but have not as yet received a reply.
This is obviously a bank problem but I am now £500 short on my account and no chance of getting it until December 28th!
What are my options please?
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Luckily it's not a massive problem as I can get it elsewhere but if it was say, my last few pounds and I couldn't access it until they finally agree that the ATM has eaten it I would have a problem.
It must be very easy to check if an ATM has an extra £500 in it at the end of the day - not wait two weeks!
The ATM's are operated by outside companies, not Nationwide so perhaps it's a communication problem.
Still not had a reply from NW.
The days of cashpoints being balanced daily are long long gone. Weekly was common back in the 90s and remote sites can be even longer.
Where you use machines operated by third parties, it involves communication hops between the various parties. So, days need to be added to the prospective timescale to allow for that.