A couple of questions regarding a major issue I'm having with Lloyd's

deadendwaterfall

Back in April, I needed to buy some goods from a computer components shop worth approximately £240. Their card machine was down when I went to go and pay, so I went to withdraw that amount from a nearby cash machine so that I could pay for the goods in cash instead. Except the machine didn't give me any of the money despite it prompting me to take the cash. I waited 10 minutes, just in case it was acting slowly, I could hear it whirring on the inside, but even after 10 minutes, it never gave me anything whatsoever. So after a few days, after finding I hadn't been automatically refunded for the amount not given, I filed an ATM dispute and after about 4 weeks, they rejected my claim, stating that the ATM owner insisted that it did add up. I tried appealing against this decision, but they weren't budging despite my repeated attempts over several months to appeal against this. Then in September, I got the dreaded 60 day account closure letter.

I've took both the ATM dispute failure and the account closure to the ombudsman, and at this point, I'm not so much bothered about the account closure as I've got other accounts with Natwest, Nationwide and Virgin Money, (Although it would be nice to also successfully dispute the closure too) but if the ombudsman rules in Lloyd's favour as regards to the lost money, what options do I have then? I know some people here might just tell me to give up and write off the loss, but losing £240 is a very bitter pill for me to swallow.

And since the 60 day period has now passed, if in the unlikely event of the ombudsman ruling that Lloyd's should let me have my account back, would they reopen my old one with the old account number and sort code, or would a new account be opened for me with an entirely new account number and sort code?

And if they did either of the above, would they only let me have a basic account? 

cx6

You may want to look at issuing small claims procedure against the ATM owner for the £240 and have your say in front of the judge. 

I am assuming there is no reason why you can't do this ..?

deadendwaterfall

cx6 said:

You may want to look at issuing small claims procedure against the ATM owner for the £240 and have your say in front of the judge. 

I am assuming there is no reason why you can't do this ..?

If the ombudsman doesn't rule in my favor, then yes, I'll give what you suggested a try. 

mab3000

In terms of the ATM dispute, what evidence have Lloyds provided you to show why they are holding you liable for that cash withdrawal? 

In terms of the 60 day account closure, I’d say you are unlikely to get anywhere with the ombudsman for that. Lloyds have appeared to have made a “commercial decision” about no longer having you as a customer, which may or may not be linked to the dispute you have with them, but you are unlikely to find out why. Which they are entitled to do. Sounds like this isn’t an issue for you though having accounts elsewhere and with the account closure issue I would just move on for it. 

HeinzVarieties

deadendwaterfall said:

Back in April, I needed to buy some goods from a computer components shop worth approximately £240. Their card machine was down when I went to go and pay, so I went to withdraw that amount from a nearby cash machine so that I could pay for the goods in cash instead. Except the machine didn't give me any of the money despite it prompting me to take the cash. I waited 10 minutes, just in case it was acting slowly, I could hear it whirring on the inside, but even after 10 minutes, it never gave me anything whatsoever. So after a few days, after finding I hadn't been automatically refunded for the amount not given, I filed an ATM dispute and after about 4 weeks, they rejected my claim, stating that the ATM owner insisted that it did add up. I tried appealing against this decision, but they weren't budging despite my repeated attempts over several months to appeal against this. Then in September, I got the dreaded 60 day account closure letter.

I've took both the ATM dispute failure and the account closure to the ombudsman, and at this point, I'm not so much bothered about the account closure as I've got other accounts with Natwest, Nationwide and Virgin Money, (Although it would be nice to also successfully dispute the closure too) but if the ombudsman rules in Lloyd's favour as regards to the lost money, what options do I have then? I know some people here might just tell me to give up and write off the loss, but losing £240 is a very bitter pill for me to swallow.

And since the 60 day period has now passed, if in the unlikely event of the ombudsman ruling that Lloyd's should let me have my account back, would they reopen my old one with the old account number and sort code, or would a new account be opened for me with an entirely new account number and sort code?

And if they did either of the above, would they only let me have a basic account? 

The FOS absolutely will not rule that Lloyd's has to reinstate your account.

They are very clear that they do not get involved in commercial decisions such as this.

SusieT

I cannot help re the account closure or how to get the money back, but I had exactly the same thing about 15 years ago with a Lloyds card and an ATM whirring inside and not putting the money out, with (after 2 reports at a branch) the same response from Lloyds as to the ATM company saying the balance was correct. Good luck with getting anything from them, but I suspect you will need to writ it off the same as I had to

deadendwaterfall

HeinzVarieties said:

deadendwaterfall said:

Back in April, I needed to buy some goods from a computer components shop worth approximately £240. Their card machine was down when I went to go and pay, so I went to withdraw that amount from a nearby cash machine so that I could pay for the goods in cash instead. Except the machine didn't give me any of the money despite it prompting me to take the cash. I waited 10 minutes, just in case it was acting slowly, I could hear it whirring on the inside, but even after 10 minutes, it never gave me anything whatsoever. So after a few days, after finding I hadn't been automatically refunded for the amount not given, I filed an ATM dispute and after about 4 weeks, they rejected my claim, stating that the ATM owner insisted that it did add up. I tried appealing against this decision, but they weren't budging despite my repeated attempts over several months to appeal against this. Then in September, I got the dreaded 60 day account closure letter.

I've took both the ATM dispute failure and the account closure to the ombudsman, and at this point, I'm not so much bothered about the account closure as I've got other accounts with Natwest, Nationwide and Virgin Money, (Although it would be nice to also successfully dispute the closure too) but if the ombudsman rules in Lloyd's favour as regards to the lost money, what options do I have then? I know some people here might just tell me to give up and write off the loss, but losing £240 is a very bitter pill for me to swallow.

And since the 60 day period has now passed, if in the unlikely event of the ombudsman ruling that Lloyd's should let me have my account back, would they reopen my old one with the old account number and sort code, or would a new account be opened for me with an entirely new account number and sort code?

And if they did either of the above, would they only let me have a basic account? 

The FOS absolutely will not rule that Lloyd's has to reinstate your account.

They are very clear that they do not get involved in commercial decisions such as this.

Will the ATM dispute rejection likely be seen by them as a commercial decision too? 

Thrugelmir

They'll have records that account for all the transactions through the ATM that day. That's the basis of their decision. 

HeinzVarieties

deadendwaterfall said:

HeinzVarieties said:

deadendwaterfall said:

Back in April, I needed to buy some goods from a computer components shop worth approximately £240. Their card machine was down when I went to go and pay, so I went to withdraw that amount from a nearby cash machine so that I could pay for the goods in cash instead. Except the machine didn't give me any of the money despite it prompting me to take the cash. I waited 10 minutes, just in case it was acting slowly, I could hear it whirring on the inside, but even after 10 minutes, it never gave me anything whatsoever. So after a few days, after finding I hadn't been automatically refunded for the amount not given, I filed an ATM dispute and after about 4 weeks, they rejected my claim, stating that the ATM owner insisted that it did add up. I tried appealing against this decision, but they weren't budging despite my repeated attempts over several months to appeal against this. Then in September, I got the dreaded 60 day account closure letter.

I've took both the ATM dispute failure and the account closure to the ombudsman, and at this point, I'm not so much bothered about the account closure as I've got other accounts with Natwest, Nationwide and Virgin Money, (Although it would be nice to also successfully dispute the closure too) but if the ombudsman rules in Lloyd's favour as regards to the lost money, what options do I have then? I know some people here might just tell me to give up and write off the loss, but losing £240 is a very bitter pill for me to swallow.

And since the 60 day period has now passed, if in the unlikely event of the ombudsman ruling that Lloyd's should let me have my account back, would they reopen my old one with the old account number and sort code, or would a new account be opened for me with an entirely new account number and sort code?

And if they did either of the above, would they only let me have a basic account? 

The FOS absolutely will not rule that Lloyd's has to reinstate your account.

They are very clear that they do not get involved in commercial decisions such as this.

Will the ATM dispute rejection likely be seen by them as a commercial decision too? 

No, it'll likely be rejected though because as Thrugelmir says there will be a record showing that there was X in the ATM, Y was dispensed and there should be Z left over (X-Y) and there was indeed Z left over when it was checked.

Lloyd's can only go off what they're told by the ATM operator. If they say it tallies up (and particularly if there is evidence of this) then that's it.  I can't see why the FOS would overrule this purely on a customers insistence that no money was dispensed. There is after all far more motivation for an individual to lie about this than the ATM operator.

cx6

could it have been the slot blocker scam ?

https://www.google.co.uk/amp/s/www.mirror.co.uk/money/three-cash-machine-scams-watch-25666920.amp