Sainsburys Bank ATM Faulty or Cash Trapping Scam

MeteredOut

djh said:

MeteredOut said:

Annoying, but kind of makes sense, since it was your Nationwide account the money was taken from.

The FOS will be bound by the regulations (you can't make a complaint against a company of which you are not a customer), so you'll have to open a complaint with The Nationwide, and then take that to the FOS if/when they don't deliver.

Thanks for the reply.
It certainly seems that way.I am failing to understand why Sainsburys Bank have informed me the ATM was operating correctly and rejected my complaint, when the actual staff on site said the ATM had been tampered with.

Staff say stuff, often wrong, or even made up, especially if they just want to get on with their jobs.

Staff might not have said the same stuff to the people who investigated your complaint.

djh

Well he was the duty manager.

sheramber

Who would benefit from tampering with the ATM so it retained the money? 

How would they benefit?

born_again

djh said:

MeteredOut said:

Annoying, but kind of makes sense, since it was your Nationwide account the money was taken from.

The FOS will be bound by the regulations (you can't make a complaint against a company of which you are not a customer), so you'll have to open a complaint with The Nationwide, and then take that to the FOS if/when they don't deliver.

Thanks for the reply.
It certainly seems that way.I am failing to understand why Sainsburys Bank have informed me the ATM was operating correctly and rejected my complaint, when the actual staff on site said the ATM had been tampered with.

Store staff do not have access to ATM internals. That is handled by 3rd party group (such as G4S). So sorry to say, you have to disregard what they are telling you.

djh

born_again said:

djh said:

MeteredOut said:

Annoying, but kind of makes sense, since it was your Nationwide account the money was taken from.

The FOS will be bound by the regulations (you can't make a complaint against a company of which you are not a customer), so you'll have to open a complaint with The Nationwide, and then take that to the FOS if/when they don't deliver.

Thanks for the reply.
It certainly seems that way.I am failing to understand why Sainsburys Bank have informed me the ATM was operating correctly and rejected my complaint, when the actual staff on site said the ATM had been tampered with.

Store staff do not have access to ATM internals. That is handled by 3rd party group (such as G4S). So sorry to say, you have to disregard what they are telling you.

Not strictly true it seems. I was told they had access to the enclosure/room where the ATM was housed behind the customer service area.They actually saw the device and the trapped cash.

djh

sheramber said:

Who would benefit from tampering with the ATM so it retained the money? 

How would they benefit?

Exactly what I thought. How can I find out if there were any other complaints.I have checked locally on local info boards.

MrFrugalFever

djh said:

born_again said:

Store staff do not have access to ATM internals. That is handled by 3rd party group (such as G4S). So sorry to say, you have to disregard what they are telling you.

Not strictly true it seems. I was told they had access to the enclosure/room where the ATM was housed behind the customer service area.They actually saw the device and the trapped cash.

Store staff absolutely do have access to the ATM's, in fact, they are often accessed anywhere between 2 to 3 times daily (perhaps not so much in recent times with cash being used less). I can't say too much on a public forum but Loomis would have delivered to the staff at Sainsburys in the cash office who would refill the ATM cassettes and check the operation of the machine. The staff can also retrieve held back debit/credit cards (expired etc) and destroy them. 

I believe you need to pursue this with the local Sainsburys store and Sainsburys Head office, NOT Sainsburys Bank if what you have said so far is correct.

djh

MrFrugalFever said:

djh said:

born_again said:

Store staff do not have access to ATM internals. That is handled by 3rd party group (such as G4S). So sorry to say, you have to disregard what they are telling you.

Not strictly true it seems. I was told they had access to the enclosure/room where the ATM was housed behind the customer service area.They actually saw the device and the trapped cash.

Store staff absolutely do have access to the ATM's, in fact, they are often accessed anywhere between 2 to 3 times daily (perhaps not so much in recent times with cash being used less). I can't say too much on a public forum but Loomis would have delivered to the staff at Sainsburys in the cash office who would refill the ATM cassettes and check the operation of the machine. The staff can also retrieve held back debit/credit cards (expired etc) and destroy them. 

I believe you need to pursue this with the local Sainsburys store and Sainsburys Head office, NOT Sainsburys Bank if what you have said so far is correct.

Wow. I also have purposely not mentioned names and location.Will make a more comprehensive reply tomorrow. 

WillPS

born_again said:

djh said:

MeteredOut said:

Annoying, but kind of makes sense, since it was your Nationwide account the money was taken from.

The FOS will be bound by the regulations (you can't make a complaint against a company of which you are not a customer), so you'll have to open a complaint with The Nationwide, and then take that to the FOS if/when they don't deliver.

Thanks for the reply.
It certainly seems that way.I am failing to understand why Sainsburys Bank have informed me the ATM was operating correctly and rejected my complaint, when the actual staff on site said the ATM had been tampered with.

Store staff do not have access to ATM internals. That is handled by 3rd party group (such as G4S). So sorry to say, you have to disregard what they are telling you.

I'm not so sure - when I worked for a larger Sainsbury's 15 years ago the bank of 4 cash machines were refilled by cash office staff from a room behind them while the store was closed. 

When I transferred to a small Local branch tho the single cash machine was serviced completely by HBOS.

For all I know they could have transferred all that to a third party in the decade and a half since, but it doesn't sound like it.

djh

Regarding recent posts.
Large store serving 100K plus population .Two ATMs at entrance covered by CCTV.
Action Taken so far .(started 09-11-2023)

Complained at the time (given Sainsburys Bank complaints Guide leaflet MYW- 11/2017)
Re. complaints procedure -Complained to my Bank/Card issuer Nationwide) cash refunded.
Nationwide to the complaint to Sainsbury Bank -rejected cash re-debited.
Complaint to Sainsburys Bank rejected  29/11/2023 ( no fault with cash machine).
Complaint to financial ombudsman         29/11/2023
Asked to see store manager to check CCTV told I  would need to contact police.

Reluctantly told the cash machine had been tampered with store holding cash given another Complaints Guide.
This time though the store Duty Manager wrote on the guide his name and position and suggested I recontact Sainsburys Bank ( They did not want to speak due to me taking it to the Ombudsman).

Reported loss to Action Fraud due to new information given a reference number and told later they would not investigate

Ombudsman said it was outside their remit basically told me to take it back to Nationwide (02/01/2024)
Currently waiting on Nationwide. 

All the above for £70

Post Office Horizon case at the moment is an illustration of victims being kept in the dark from what was really going on in the background.

Although not comparable to my minor issue for the damage it caused to the individuals concerned.