Sainsburys Bank ATM Faulty or Cash Trapping Scam

pridehappy

This sounds like a technical glitch. In this case, it wouldn't be the problem of Nationwide as they technically haven't done anything wrong, so they'd just have declined the complaint.

You should always submit a complaint with Sainsbury's Bank as they are the ones who are responsible for the ATM itself. I think I can see they rejected your complaint, so you can go to the ombudsman for more advice.

I've always tried to use an ATM at an actual bank branch to be honest, especially internally if possible. It means usually if something goes wrong staff are waiting for you there and then to help, and in most cases, witness themselves what happened. 

djh

Wise choice on ATM use.
The FOS has declined to investigate due to me not being Sainsburys Bank customer,which is why I have been forced to go back to Nationwide. 
There is interesting case history on the FOS website. 

pridehappy

Interesting, I guess you could then take the Nationwide case to the FOS but specify that they refused to handle your Sainsbury's Bank complaint. 

My only other thought is, have you checked or asked Sainsbury's if they have CCTV recordings? It might be a little late now but you could always try.

djh

"My only other thought is, have you checked or asked Sainsbury's if they have CCTV recordings? It might be a little late now but you could always try."

This point has been addressed in an earlier post.I approached customer services about this and was told I would need to contact the Police (waste of time not interested) .It is then I asked to speak to the store manager.
He was the one who told me about the device.

There is some "disconnect" or wilful withholding of what happened between the store and the Bank ,although they are in the same group. (In my view)

WillPS

pridehappy said:

This sounds like a technical glitch. In this case, it wouldn't be the problem of Nationwide as they technically haven't done anything wrong, so they'd just have declined the complaint.

Not true, the OP's contract is with their card issuer.

pridehappy said:

I've always tried to use an ATM at an actual bank branch to be honest, especially internally if possible. It means usually if something goes wrong staff are waiting for you there and then to help, and in most cases, witness themselves what happened. 

Unless it was a branch of your card issuer, you would be told you need to talk to your card issuer for exactly the reason above.

The one time I've had an issue like this it was a result of an ancient Lloyds TSB internal cash machine - must have been 2002/3 as it was on the way home from school. The staff were helpful, and removed the machine from service, but told me I needed to talk to my bank (NatWest) to sort it. Luckily I was able to get to Natwest, and a member of staff walked  back down with me to Lloyds TSB where they confirmed my story and that they'd had a look on CCTV and could see the machine didn't vend cash, and then back at Natwest they did something or other to put me back where I started.

I doubt such a personal approach would be taken nowadays. But in any case even then the principle was the same.

retiredbanker1

I have commented on this thread and cannot believe how intransigent Nationwide have been if the facts are true as stated.
A referral to the full ombudsman will cost NW £500 plus staff costs. - for a complaint of £70!

As long as OP has not got a history of claiming things like this you want to knock somebody head at NW customer services.
I'm sure if NW staff read this thread they would agree their actions is stupid.

eskbanker

retiredbanker1 said:

I have commented on this thread and cannot believe how intransigent Nationwide have been if the facts are true as stated.
A referral to the full ombudsman will cost NW £500 plus staff costs. - for a complaint of £70!

The FOS case fee is £750 these days, but obviously financial institutions can't just roll over for any claim below that level, and so if they feel that they're acting in accordance both with their policies and what they've been told by the ATM operator, I can see why they'd stick to their guns, although to be fair, they have said that if OP has evidence that contradicts what they've been told by the ATM operator then they may reconsider.

Based on the FOS case found by OP earlier, it does seem possible that FOS may cross-check with Sainsburys Bank when OP escalates the Nationwide complaint, so if Sainsburys Bank were lying to Nationwide when asserting that the ATM was working properly then they may be caught out by more detailed questioning from FOS, but it seems that Nationwide aren't minded to pursue the matter any further themselves....

retiredbanker1

When I worked in retail I had discretionary authority to deal with complaints up to £100.

First thing to consider is the claim credible? Have they complained previously about similar transactions and general thing such as length of account holding and account use.
All of the above would be visible to me - their internal score with the bank, complaints history and notes added when transacting with the customer such as applications for loans etc.

So taking the OP at face value I would have refunded the customer at first complaint stage (I knew he was originally refunded then re- debited back).
This would have been the end of the matter.

I realise that Nationwide's systems and staff may work differently but sure to god to go so far with this palava is a joke.

I know for a fact that since the introduction of polymer notes cash differences have rocketed. Sometimes the machines at our place would be under or over by hundreds of pounds. The notes stick in the belt system and fall into the back of the machine rather than retract into the reject bin.
 
I might be getting old but this decision is mad!

General_Grant

I wonder why the OP is not considered a customer of Sainsbury's Bank/ATM operator?  Though he is not paying them or using one of their cards he is using a service they offer (dispensing cash).  Does that not make him a customer?  Or is it just the account holding bank who can be considered one of their customers?

Nasqueron

General_Grant said:

I wonder why the OP is not considered a customer of Sainsbury's Bank/ATM operator?  Though he is not paying them or using one of their cards he is using a service they offer (dispensing cash).  Does that not make him a customer?  Or is it just the account holding bank who can be considered one of their customers?

Just the the way the FOS/FCA rules are for the classification - OP is a customer of Nationwide, using an ATM he is not a customer, just a user, for Sainsbury's