Sainsburys Bank ATM Faulty or Cash Trapping Scam

born_again

djh said:

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.

Any device such as this would not be visable from inside..

They can only be seen (if lucky) on the outside. 
As that is how these people get the cash out.

djh

Reply to born_again.

In my previous posts I have only stated what I was told by the Store Duty Manager .

He could not see it himself but one of his colleagues (much smaller) managed to see the device. 

The problem is how do you find out if any one else has been scammed.
Could the cash withdrawal slot have been removed from the outside and replaced with a new one that deflected the notes from going back in the ATM .( I do not know enough about ATMs ) 

What is interesting I cannot find an email address of either Bank to put all this information in .Only phone numbers or it is possible to write.

WillPS

It's common to not have an email route of complaint. With Nationwide you can open a complaint from "the Internet Bank" by using their chat service (within messages); but if you wish to send a 'bundle' then really you need to do that physically - either send it to the address you found or take it to your nearest branch. I wouldn't waste your time with Sainsburys Bank any further as all parties have advised it's fruitless to do so.

It's impossible to change the ATM note dispenser from the outside without very obviously mangling the front. This isn't a common form of ATM fraud and I think you need to take what store staff have told you with a pinch of salt, unless they're willing to go on record and give a formal statement about it.

boingy

You can usually Google a CEO's email address for big companies. Of course, the email will be dealt with by their assistant(s) rather than in person but it can be a way to get an email through their defences.

Try all of these:

simon.roberts@sainsburys.co.uk

customer.service@sainsburys.co.uk

ceo@sainsburys.co.uk

retiredbanker1

At the end of the day the OP has a Nationwide account and card - complain all you want but only Nationwide can/will/refuse to refund. 
The OP can start a formal complaint with Nationwide and if needs be the ombudsman.

There is no reason whatsoever to keep on at Sainsburys.

MeteredOut

retiredbanker1 said:

At the end of the day the OP has a Nationwide account and card - complain all you want but only Nationwide can/will/refuse to refund. 
The OP can start a formal complaint with Nationwide and if needs be the ombudsman.

There is no reason whatsoever to keep on at Sainsburys.

OP was told this a few days ago. Hopefully that's already in motion.

eskbanker

Just a reminder, from first post, in November:

djh said:

I have made complaints to Nationwide and Sainsburys Bank

MeteredOut

eskbanker said:

Just a reminder, from first post, in November:

djh said:

I have made complaints to Nationwide and Sainsburys Bank

and then went raised a case with the FOS which was rejected because they're not a customer with Sainsburys Bank? So, presumably, their complaint was against Sainsburys Bank.

Did they actually make a complaint to Nationwide, or just phone up and complain?

It sounds like they need to go back to FOS with a Nationwide complaint, as suggested a few days ago.

sheramber

MeteredOut said:

eskbanker said:

Just a reminder, from first post, in November:

djh said:

I have made complaints to Nationwide and Sainsburys Bank

and then went raised a case with the FOS which was rejected because they're not a customer with Sainsburys Bank? So, presumably, their complaint was against Sainsburys Bank.

Did they actually make a complaint to Nationwide, or just phone up and complain?

It sounds like they need to go back to FOS with a Nationwide complaint, as suggested a few days ago.

The OP advised on 9 th that they are awaiting response from Nationwide

djh

MeteredOut said:

retiredbanker1 said:

At the end of the day the OP has a Nationwide account and card - complain all you want but only Nationwide can/will/refuse to refund. 
The OP can start a formal complaint with Nationwide and if needs be the ombudsman.

There is no reason whatsoever to keep on at Sainsburys.

OP was told this a few days ago. Hopefully that's already in motion.

MeteredOut said:

retiredbanker1 said:

At the end of the day the OP has a Nationwide account and card - complain all you want but only Nationwide can/will/refuse to refund. 
The OP can start a formal complaint with Nationwide and if needs be the ombudsman.

There is no reason whatsoever to keep on at Sainsburys.

OP was told this a few days ago. Hopefully that's already in motion.

So it would seem,I wish I had known that earlier.

I was following the procedure in Sainsbury's complaints guide.When rejected by Sainsburys Bank complaints manager I should have taken Nationwide to the Ombudsman it would appear. (Although probably unfair to Nationwide)

However I was in Sainsburys today and left my details with another Duty Manager.She new nothing of my issue but knows the manager who gave me the information regarding device.
It will be interesting if I am contacted.

Also had a word with the Police who said I had done everything I could and they would take no action.
They also said though, Sainsburys had a "Duty of Care" regarding their Store and site.

As an aside, told me they had had reports of ATM issues in another area of the Town including a BP Garage