ATM failure

cybernurse

On Friday 1st July I tried to take £100 from the ATM at my local Morrisons store. The transaction timed out, no cash was issued and my card was returned. I immediately tried again with the same outcome. On Monday 4th July my bank account showed both of the failed withdrawals had been deducted. I raised the issue with the Bank and 24 hours later the first sum was refunded. I’m still waiting for the second refund. It seems that this has been regarded as a duplicate. 

I’m concerned that the video that would prove the failure has by now been over written. I can’t find out who to contact directly about the non-functioning ATM. Can anyone point me in the right direction please?

Aylesbury_Duck

Keep on at your bank.  It's them that liaises with the ATM owner.  They'll check that the ATM balance reconciles and when it's £100 out, they'll refund you the second sum.  A video will prove nothing anyway, it will just show you at an ATM.

Sandtree

Are you sure they are shown as taken and not pending?

Certainly raise the matter with the ATM owner if its shown as paid.

cybernurse

The money was definitely taken from my account. I would love to raise it with the owner of the ATM but I’m having trouble finding out who the owner is and how to contact them. 

powerful_Rogue

cybernurse said:

The money was definitely taken from my account. I would love to raise it with the owner of the ATM but I’m having trouble finding out who the owner is and how to contact them. 

Contact Morrisons and ask them?

SiliconChip

Sandtree said:

Certainly raise the matter with the ATM owner if its shown as paid.

It would be a waste of time to do this because as @Aylesbury_Duck has already stated it's the card issuer that has the responsibility to contact the ATM owner, the latter won't entertain any queries from end-users.

cybernurse

Email already sent - a reply from them would be welcome. 

Manxman_in_exile

cybernurse said:

Email already sent - a reply from them would be welcome. 

To and from whom?  Your card issuer, or Morrisons, or the owner of the ATM?

cybernurse

Thanks to all for your input. The matter is still with my Bank and my email was sent to Morrisons customer support. Morrisons have yet to reply and the Bank customer support folks tell me to wait. Once I have waited, I’m at a loss as to what to do next. Presumably I escalate it by approaching the Banking Ombudsman. It all seems so silly when they can reimburse the first failed transaction but not the second, someone is sitting on that money and it isn’t me. 

TripleH

An ATM swallowed my card once (it was in a bank but after closing time). I went straight home, rang my bank and cancelled my card.

5 minutes later a friend of my brother's rings up to say he tried to put his card in the ATM and mine came out (we had a very uncommon name at the time). D'oh!!

mattyprice4004

cybernurse said:

Thanks to all for your input. The matter is still with my Bank and my email was sent to Morrisons customer support. Morrisons have yet to reply and the Bank customer support folks tell me to wait. Once I have waited, I’m at a loss as to what to do next. Presumably I escalate it by approaching the Banking Ombudsman. It all seems so silly when they can reimburse the first failed transaction but not the second, someone is sitting on that money and it isn’t me. 

Morrisons won’t do anything - it’s your bank who you need to keep on at.