Sainsburys Bank ATM Faulty or Cash Trapping Scam

MrFrugalFever

Nationwide have very little to do with this scenario, I am struggling to think of a specific situation whereby they would be from the information the OP has provided. 
Perhaps, had the ATM failed to connect to the OP's bank account or a technical glitch had occurred whereby the OP had been charged for the withdrawal without physically receiving the money then Nationwide would have an involvement.

The issue is with the ATM itself (tampered with) and the Sainsbury's store in which it is situated and therefore the OP's efforts (with regards to the complaint) should be directed at Sainsbury's. It is the responsibility of Sainsbury's staff to refill the ATM's with cash and check for any obvious issues along with trying to fix any issues with a 'self-help' guide. Anything beyond this and an ATM engineer is required. Downtime for an ATM results in loss of income to the store.

MeteredOut

MrFrugalFever said:

Nationwide have very little to do with this scenario, I am struggling to think of a specific situation whereby they would be from the information the OP has provided. 
Perhaps, had the ATM failed to connect to the OP's bank account or a technical glitch had occurred whereby the OP had been charged for the withdrawal without physically receiving the money then Nationwide would have an involvement.

The issue is with the ATM itself (tampered with) and the Sainsbury's store in which it is situated and therefore the OP's efforts (with regards to the complaint) should be directed at Sainsbury's. It is the responsibility of Sainsbury's staff to refill the ATM's with cash and check for any obvious issues along with trying to fix any issues with a 'self-help' guide. Anything beyond this and an ATM engineer is required. Downtime for an ATM results in loss of income to the store.

It's not about who has the information to get the issue resolved. It's who need to drive the resolution. The money came out of the OP's Nationwide account so he needs to open a complaint with them.

I suspect it will be very difficult to get someone at Nationwide to take ownership and work with Sainsburys Bank to get to the bottom of what really happened, but, make enough of a noise and the OP could get their money back as please go away gesture of goodwill payment.

MrFrugalFever

Ultimately the OP wants their £70 back and rightly so. CCTV would have proved that the £70 was not physically taken from the machine. It is a shame that the ATM was not balance checked at the time of the incident.

Sainsburys store management have the authority to hand the customer £70 as goodwill and in my opinion after some brief investigative work, should have just done that by now.

sheramber

MrFrugalFever said:

Ultimately the OP wants their £70 back and rightly so. CCTV would have proved that the £70 was not physically taken from the machine. It is a shame that the ATM was not balance checked at the time of the incident.

Sainsburys store management have the authority to hand the customer £70 as goodwill and in my opinion after some brief investigative work, should have just done that by now.

How would Sainsbury’s know it was the OPs £70?

Anybody could claim it or the £200 that the OP says they were told was also held?

MeteredOut

MrFrugalFever said:

Ultimately the OP wants their £70 back and rightly so. CCTV would have proved that the £70 was not physically taken from the machine. It is a shame that the ATM was not balance checked at the time of the incident.

Sainsburys store management have the authority to hand the customer £70 as goodwill and in my opinion after some brief investigative work, should have just done that by now.

Unless the Sainsburys store manager can look at withdrawal logs (or CCTV) and see that the OP attempted to withdraw £70 from that machine at the time claimed, I can't see why they would do, or would want to do, that.

Which is why I think the complaint needs to start with Nationwide.

djh

Thanks to all for posting and commenting. I will inform of the result of this issue.

My main reason for posting was to attempt how widespread ATM  problems were. I have gained a substantial amount of knowledge on the subject.

There were only 122 cases taken to the Ombudsman last year with 27 upheld.(cash withdrawal problems search term on site) .
Very few when the amount of transactions are taken into account.(never happened to me before)

The frustrating thing is when it does how do you find out issues regarding a particular ATM especially when using a card not part of the same organisation.

Information is scarce ,police are not interested and store staff seem reluctant to give information out to possible victims of an ATM that may have been compromised. 

WillPS

MrFrugalFever said:

Ultimately the OP wants their £70 back and rightly so. CCTV would have proved that the £70 was not physically taken from the machine. It is a shame that the ATM was not balance checked at the time of the incident.

Sainsburys store management have the authority to hand the customer £70 as goodwill and in my opinion after some brief investigative work, should have just done that by now.

And then what would be to stop the OP from launching a claim via their card issuer and getting another £70?

There's a reason the OP is being directed by all to pursue Nationwide for this.

miller

I've assisted a relative with a fail to dispense complaint for £200 with Nationwide relating to a NatWest ATM. Nationwide credited £200 fairly quickly with the proviso it could be reclaimed if their enquiries were unsuccessful and they were going to close the complaint. I refused to let them close the complaint until they had (successfully) concluded their investigation (took about a month total).

At no point was any contact with NatWest required (by the customer).

born_again

MrFrugalFever said:

Nationwide have very little to do with this scenario, I am struggling to think of a specific situation whereby they would be from the information the OP has provided. 
Perhaps, had the ATM failed to connect to the OP's bank account or a technical glitch had occurred whereby the OP had been charged for the withdrawal without physically receiving the money then Nationwide would have an involvement.

The issue is with the ATM itself (tampered with) and the Sainsbury's store in which it is situated and therefore the OP's efforts (with regards to the complaint) should be directed at Sainsbury's. It is the responsibility of Sainsbury's staff to refill the ATM's with cash and check for any obvious issues along with trying to fix any issues with a 'self-help' guide. Anything beyond this and an ATM engineer is required. Downtime for an ATM results in loss of income to the store.

Store staff have nothing to do with the ATM. Anything related to ATM is handled by 3rd party security company who fill & audit.

ATM's are part of Sainsburys bank, not Sainsburys stores. So no income is lost at the store. ATM being down might actually increase store income if people go in for cashback, as requires a purchase 👍

djh

Store staff have nothing to do with the ATM. Anything related to ATM is handled by 3rd party security company who fill & audit.


With regard to the above statement.

I spoke to a store manager a couple of days ago and Managers have access to the ATM area/room to be able to respond to customer complaints regarding ATM issues.

Nationwide have called and have said if I have proof that the ATM had been "tampered with" Sainsburys Bank will refund.

I only have the store managers admission to me and his name and position in his handwriting on a Sainsbury Bank complaints guide.

There must be a record that the ATM service company have.