Santander bank cash deposit no found by local branch

martinchap74

Hopefully someone can help me or maybe you have been through this with your bank

26/1/2025

time: 16:00pm

Deposited £200.00 at Truro branch here in Cornwall

Machine took my money. The machine timed out for a minute or two and then failed. The screen showed a message saying, “cash deposit service is unavailable”. So I checked my balance and my fear was realised, the money did not go in.

time: 16:06pm

I call the banking number 0300 09 123123

I reported the above fault and explained that I needed the money that evening, and that I was not happy with the situation. The employee logged a complaint and raised a log on the system to get this resolved. I was advised that this would be investigated and that the branch would call me the next day.

So 2 days later the bank are telling me they have checked the total for that day and they have no additional monies. I could not believe it. They are now passing it to what they call the back office and will come back to me in the next 48 hours. 

I have asked them to access the banks CCTV as it was day time still and it should clearly show im taking money out of my wallet and putting into the bank. There should also be records of me logging into my account at the ATM, and records showing what service I selected and an outcome of the service I selected, at which point I assume it will show a failure?

So my question is, what can I do now?

Thank you.

the_lunatic_is_in_my_head

Hello OP

You could submit a subject access request for the CCTV footage.

Your bank should have an official complaints procedure listed on it's website which you should follow for further communication as if they don't resolve within 8 weeks of the official complaint you can raise to the ombudsman. 

martinchap74

the_lunatic_is_in_my_head said:

Hello OP

You could submit a subject access request for the CCTV footage.

Your bank should have an official complaints procedure listed on it's website which you should follow for further communication as if they don't resolve within 8 weeks of the official complaint you can raise to the ombudsman. 

I know I will probably need to let it run its course but I will be requesting CCTV footage. Once they have concluded their investigations, if this is not resolved I will be going to the banking ombudsman. 

eskbanker

martinchap74 said:

So 2 days later the bank are telling me they have checked the total for that day and they have no additional monies. I could not believe it. They are not passing it to what they call the back office and will come back to me in the next 48 hours. 

The last bit would suggest that further investigation is ongoing, rather than them washing their hands of it, although not sure what the 'not passing it to the back office' signifies?

martinchap74

eskbanker said:

martinchap74 said:

So 2 days later the bank are telling me they have checked the total for that day and they have no additional monies. I could not believe it. They are not passing it to what they call the back office and will come back to me in the next 48 hours. 

The last bit would suggest that further investigation is ongoing, rather than them washing their hands of it, although not sure what the 'not passing it to the back office' signifies?

Was meant to type, "Now passing it to the back office", couldn't edit once posted, so thank you for allowing me the opportunity. 

born_again

Given the mention of CCTV, this must have been in branch. Did you not raise it in branch at the time?

Okell

born_again said:

Given the mention of CCTV, this must have been in branch. Did you not raise it in branch at the time?

That's what I was wondering(?).

I assume from the time (4pm) that the branch was already closed(?) and that this transaction was at an external ATM.

Don't external ATMs have CCTV?

(Whenever I'm depositing anything I always do it in branch so if there is a problem I can raise it there and then...)

user1977

Okell said:

born_again said:

Given the mention of CCTV, this must have been in branch. Did you not raise it in branch at the time?

Don't external ATMs have CCTV?

Yes, think that's pretty standard these days. Whether it will show much about what was deposited, I don't know, it may only help to verify that the OP was at the machine at the time of the transaction.

born_again

user1977 said:

Okell said:

born_again said:

Given the mention of CCTV, this must have been in branch. Did you not raise it in branch at the time?

Don't external ATMs have CCTV?

Yes, think that's pretty standard these days. Whether it will show much about what was deposited, I don't know, it may only help to verify that the OP was at the machine at the time of the transaction.

CCTV has to be very carefully placed so as not to pick up PIN etc.

Not many will have external CCTV as that is more in council remit to cover public places, unlike within a branch.

Penguin_

born_again said:

user1977 said:

Okell said:

born_again said:

Given the mention of CCTV, this must have been in branch. Did you not raise it in branch at the time?

Don't external ATMs have CCTV?

Yes, think that's pretty standard these days. Whether it will show much about what was deposited, I don't know, it may only help to verify that the OP was at the machine at the time of the transaction.

CCTV has to be very carefully placed so as not to pick up PIN etc.

Not many will have external CCTV as that is more in council remit to cover public places, unlike within a branch.

Isn't the CCTV camera usually pointing at the face of the person using the cash machine? Sure I saw something similar on the TV show "Hunted" where they had an alert on someone with drawing cash from the account of someone on the show & then they pulled the feed & saw the face of the contestant. 

Penguin_

Okell said:

born_again said:

Given the mention of CCTV, this must have been in branch. Did you not raise it in branch at the time?

That's what I was wondering(?).

I assume from the time (4pm) that the branch was already closed(?) and that this transaction was at an external ATM.

Don't external ATMs have CCTV?

(Whenever I'm depositing anything I always do it in branch so if there is a problem I can raise it there and then...)

OPs post says cash was deposited on the 26/01/25 which was a Sunday so the branch wouldn't have been open.