Sainsburys Bank ATM Faulty or Cash Trapping Scam

Nasqueron

djh said:

I do understand this is an old post, however I did promise to update when any new information was available.
The Financial Ombudsman assigned to my case has informed me today they have found in my favour .When I get further information I will give a further update.

Keep in mind it will be an adjudicator, hopefully the bank agrees not to fight but they may appeal to the Ombudsman if they feel the case is strong or the adjudicator made an error. Hope you win the money back though

djh

A further update form the Financial Ombudsman office to anyone who may be interested .

Nationwide has agreed to accept the F O S findings .
I have been refunded the £70 in question plus 8% interest.

I am now deciding on making a complaint to both Nationwide and Sainsburys Bank for the the way my initial complaint to them was conducted by their respective complaints departments .

I will try to complain to the Chief Executives office to both organisations.

I still do not know where the £70 is.
I still do not know if the ATM was faulty or tampered with.

I have been using ATMs without a problem for since 1977 at least.
I believe in recent years "buyer beware" has taken on a whole new meaning.

ForumUser7

djh said:

A further update form the Financial Ombudsman office to anyone who may be interested .

Nationwide has agreed to accept the F O S findings .
I have been refunded the £70 in question plus 8% interest.

I am now deciding on making a complaint to both Nationwide and Sainsburys Bank for the the way my initial complaint to them was conducted by their respective complaints departments .

I will try to complain to the Chief Executives office to both organisations.

I still do not know where the £70 is.
I still do not know if the ATM was faulty or tampered with.

I have been using ATMs without a problem for since 1977 at least.
I believe in recent years "buyer beware" has taken on a whole new meaning.

Glad to hear you've been refunded. Just to mention, I've often seen in decisions that the FOS cannot investigate the complaint case handling, as complaint handling is not a regulated activity - silly though in my opinion. Maybe someone can confirm if this is correct, and if there are any ways around it for the OP to use? If you had any bad experiences with general customer service staff though, this can certainly be complained about.

eskbanker

ForumUser7 said:
Just to mention, I've often seen in decisions that the FOS cannot investigate the complaint case handling, as complaint handling is not a regulated activity - silly though in my opinion. Maybe someone can confirm if this is correct, and if there are any ways around it for the OP to use? If you had any bad experiences with general customer service staff though, this can certainly be complained about.

Yes, the FOS remit only allows them to investigate cases involving regulated activities, which is a defined term encompassing a specified list of activities:

https://www.handbook.fca.org.uk/handbook/glossary/G974.html

As complaint handling isn't on this list, they can and do reject claims on this basis, such as https://www.financial-ombudsman.org.uk/decision/DRN1808361.pdf

The handling of complaints is not itself a regulated activity. It’s something that the regulator – the Financial Conduct Authority (FCA) – requires financial businesses to do. But that isn’t enough to make it a “regulated activity” within the meaning of the rule – that is, one of the list of activities set out in the legislation from which we derive our powers. 

harz99

Apologies if this has already been mentioned, but the Atm issue sounds very much like something that happened to me at an ASDA Atm.

I had used it to get £100 and taken receipt and card, then the notes came out but only a very short distance which proved not enough to grasp firmly without using both hands, before I could do so the machine snatched the cash back.

My account was debited, but I did eventually get refunded after a bit of tooing and froing. 

Now, the supermarket security staff told me that these ATMs are adapted to only push a small part of the notes out as an anti snatch theft device, shame they don't warn users! 

djh

harz99 said:

Apologies if this has already been mentioned, but the Atm issue sounds very much like something that happened to me at an ASDA Atm.

I had used it to get £100 and taken receipt and card, then the notes came out but only a very short distance which proved not enough to grasp firmly without using both hands, before I could do so the machine snatched the cash back.

My account was debited, but I did eventually get refunded after a bit of tooing and froing. 

Now, the supermarket security staff told me that these ATMs are adapted to only push a small part of the notes out as an anti snatch theft device, shame they don't warn users! 

Sounds very similar to what happened to me In my case 
Why did the ATM operater say their was no problem with the ATM.
Why did the Sainsbury's duty manager tell me they had found the ATM had been tampered with.Some three weeks after the incident 

djh

Further Update and new information.
I have been refunded plus have just received £2.40 interest (less tax)
All due to the financial ombudsman finding in my favour.
New information from the duty manager at the Sainsbury Store this morning who had told me there was a problem with the ATM.( I had not seen him since the incident despite leaving my details)
Evidently there was a fault on the ATM in question with the note dispensing mechanism being misaligned causing the issue I had.
The whole ATM was replaced.
However both Sainsburys Bank and Nationwide said the ATM had no faults.

I am posting this information for anyone else who be confronted with a similar problem.

boingy

Well done for persevering. Many would have given up!

djh

boingy said:

Well done for persevering. Many would have given up!

Thanks for your reply.

To be fair , I probably would have.

When I learnt originally of an issue with the ATM from the Store Duty Manager,that changed.
I would like to give some positive feedback to  Sainsbury (the store) regarding the individual concerned.
However that may "drop him in it".
Perhaps policy is to not comment on such matters.

theATMguru

Stumbled across this threat by accident but I couldn’t help but register and respond to some to the stuff.

Every ATM deployer in the UK will have a different operating model - SB for example have a hybrid of store staff and 3rd parties

Do not take what a Store colleague or security guard says as gospel - the comment on the ASDA ATM is laughable and best ignored.

Quite simply ATMs perform over 1m transactions per day in the UK and issue billions of pounds. They are mechanical and process notes at about 40mph through their belts. There is a minuscule amount of issues.

Unfortunatelty, where there’s cash there’s also crime.  Be vigilant and follow the industry advice.

Despite the kicking and screaming on this thread the ATM deployer contracts with your card issuer and not you as a person. They have no access to your account and cannot validate your claim if you were debited or not. All Card Issuers and ATM deployers in the UK follow LINK rules.

In the case of a dispute simply contact your card issuer. Do not waste any time in contacting the ATM deployed, they cannot help you and will not divulge the level of information that you crave.

If the card issuing bank refuses your claim, after liaising with the ATM deployer, they will give you your FOS rights. If you decide to go to FOS your complaint Is with your card issued, it costs the card issuer £250 to take a case to FOS so when it comes to a £70 claim it’s highly likely they’ll concede it as it’s not commercially viable for them to contest.

Happy to help.