Problems with NatWest Bank coin counting machines

Roast_2

AmityNeon, they always say they've never seen it happen before - I can't believe that reading the thread above.  Last time I sent a complaint into Natwest, obviously nothing happened!  

Just_the_Man

Roast_2 said:

I do not trust the machines at all.  Have had issues on several occasions.  I am a treasurer to a society and so all money is counted prior to going into branch.  The first time I had to use the machine the assistant helping me said you just put all the money in and any rejects will show..... out of several hundred pounds of pre-counted coinage - £52 down on what I should have had with no explanation other than they suggested I had counted the money incorrectly.  So out of my pocket I had to put £52 back to the society account.  The second time I had to use the stupid machine I emptied each bag in individually [some of them unopened bags direct from the bank] the first time a £20 bag of £1's recorded £10 I asked for the machine to be opened, low and behold in the bottom of the machine below the spinning bowl were my coins, this happened several times until eventually all bags were emptied and accounted for I could then join the queue with my several bits of printouts to bank the money.  Today, frustratingly, was told to use the machine, first £20 in £2 account for ok, second bag £20 in £2 just £8 account for.  Once again I asked for the machine to be opened, initially told any money would be rejected, as non was told that I must have counted it incorrectly etc etc as this isn't how the machine worked and that they couldn't open the machine, I told the assistant that they have opened the machine previously, I refused to move until the machine was opened.  Eventually the assistant returned with the key and would you believe it, there was my £12 in £2 coins along with a number of other coins in the bottom of the machine.  Who / where / what happens to this money?  I frequently see people just empty a whole piggy bank of money and never question the result that comes out, as the teller said today, no one has ever said anything before, my reply was how many people count?  This surely is theft!?  Sorry for the rant! 

Thank you for your post, it backs-up my experiences. There is a very helpful lady in the branch we use who has said (after I had mentioned previous problems) that she would be happy to open the machine if there is a discrepancy. Interestingly, the machine was broken the other day (apparently someone had put in coins with oil on them) and since it has been serviced it is a lot more reliable. 

We now write out a list of the numbers of each coin denomination together with the monetary value and the total. This means, that in the event of an error, we can quickly identify which coin or coins are missing by comparing the machine print out to our list. 

I share your concern about what happens to the coins the machine ‘eats’ that the customer is unaware it has not counted. Someone at head office has been sold a pup with these machines and they are unlikely to admit they have made an expensive mistake.

Still, it soon will not be a problem as more and more branches are closed - perhaps it will spawn a revival of the Post Offices in towns - which you can already use to pay-in deposits to NatWest and Santander accounts?