ATM did not dispense money but it was debited and Bank branch closed

ninja687

Hello

i did not know which thread this post is suited for but I hope it’s the closest.

my father went to a NatWest ATM Machine to withdraw £210.00.  The machine stated the money is coming out but after couple minutes the ATM went out of service without dispensing the cash .

the other issue is that the NatWest branch is closed for some time and I don’t know what I need to do in order to Get the money . Since the money has been debited already from my account as well .

can someone please advice me on what to do next ? 

eskbanker

Why has the money debited from your account if it was your father using the ATM?  If he was using your card then it'll be best not to mention this to the bank as it'll be against your account terms, but if it was your card/account then you need to contact your bank and advise them of the ATM not dispensing - it's not an uncommon occurrence and they'll have a standard process for liaising with the ATM operator, whose logs should show what happened.

lozzy81

👆 just about to say same thing, 03457 888 444 call and raise an ATM dispute

born_again

ninja687 said:

Hello

i did not know which thread this post is suited for but I hope it’s the closest.

my father went to a NatWest ATM Machine to withdraw £210.00.  The machine stated the money is coming out but after couple minutes the ATM went out of service without dispensing the cash .

the other issue is that the NatWest branch is closed for some time and I don’t know what I need to do in order to Get the money . Since the money has been debited already from my account as well .

can someone please advice me on what to do next ? 

Ring your bank.....
It can all be done over the phone.

jonesMUFCforever

Firstly don't panic - this is a fairly common occurrence.
1. Double check his account just to make sure the transaction has not been put back as a misdispense.
2. If not he will have to contact the bank and speak to the team that deals with ATM queries.
3 He will be asked questions about the withdrawal (where, how much, did it dispense any cash at all etc) - most banks will deal 100% on phone - some may send a letter asking you to sign as confirmation of what happened.
4. If he is a Nat West customer using a NW machine and he has run his account in good order they will probably refund within 24 hours with the proviso that when they balance the ATM and it is found to balance they have to come back to him to ask for the money back (doesn't happen very often).
5. If he is not a NW customer then the refund can take up to 3 weeks as they will have to liaise with his bank.

ninja687

Thank you all for very fast response .

I am just asking on behalf my father . It’s his card and he tried to withdraw . He is elderly so will have to sort it out.

I will contact them today and hope they return the money .

thank you!

eskbanker

ninja687 said:

I am just asking on behalf my father . It’s his card and he tried to withdraw . He is elderly so will have to sort it out.

I will contact them today and hope they return the money .

Just to be clear, he needs to contact them, not you, unless you have power of attorney for him?

jonesMUFCforever

ninja687 said:

Thank you all for very fast response .

I am just asking on behalf my father . It’s his card and he tried to withdraw . He is elderly so will have to sort it out.

I will contact them today and hope they return the money .

thank you!

Unless you have 3rd party authority to deal with his account or a registered Power of Authority on his account they will not speak to you.
He could start the call and with his agreement hand the phone over to you I suppose but unless he is living with you, this might be difficult due to the lockdown.

daveyjp

When this has happened to me I have done nothing and within a couple of days the money has been credited back to the account.

ninja687

daveyjp said:

When this has happened to me I have done nothing and within a couple of days the money has been credited back to the account.

Hi

where you using a different bank card then the bank machine or was it the same card and bank ?

I called up NatWest and they told me they can’t deal with it and I have to call my bank who I’m using .  

jonesMUFCforever

daveyjp said:

When this has happened to me I have done nothing and within a couple of days the money has been credited back to the account.

See point 1 I made in my posting. Even allowing for the weekend if the money does not show today as a re-credit it will not show at all IMO.