Answer Save. The disputes team were informed that at the close of business on 17 June 2013 the cash machine balanced, and the machine had shown no irregularities for that day. However, NatWest has told him that because the ATM balanced at the end of the day NatWest will do no more for him and that, as far as it is concerned, is the end of the matter. You can change your choices at any time by visiting Your Privacy Controls. You can change your choices at any time by visiting Your Privacy Controls. The banks often use the "balancing" defence – as NatWest has done. Just before you are due to go on holiday you put your cashcard in the local ATM only for the machine to crash and gobble up your card. Information about your device and internet connection, including your IP address, Browsing and search activity while using Verizon Media websites and apps. Any suggestions or experience? I've since noticed this cash machine is quite often out of order," he says. Btw sorry for my english! Photograph: Graeme Robertson. After that I went to a ATM to see if it's my card or anything else - ATM ate my card! But despite this, NatWest has refused to refund the £500 it says he took out. In recent years, thieves have targeted ATMs with a number of devices of varying sophistication – from false machine fronts, to crude metal devices that simply stop the cash from being dispensed. first and best answer 20 points? Ah, sometimes they do. Find out more about how we use your information in our Privacy Policy and Cookie Policy. He has also questioned whether someone had tampered with the ATM and pocketed his money. When disputes happen, the cash machine operators add up the total amount dispensed and compare that with the amount left. We and our partners will store and/or access information on your device through the use of cookies and similar technologies, to display personalised ads and content, for ad and content measurement, audience insights and product development. Staff would look at when and how the customer had reported the problem. 7torzy7. Both the Payments Council and the Financial Ombudsman Service have confirmed that consumers who suffer a problem with an ATM withdrawal must contact their bank to complain, rather than the one that operates the machine where the person had the problem. I used my card in an ATM for a bank (who shall remain nameless) and to my surprise the ATM retained the card citing "unauthorised use". i have available funds but the atm at my bank retained my card and said i must contact my issuer ....any ideas on why an atm will retain your card? Ash L. 1 decade ago. Other customers in Mouline's shoes have faced long delays only for their bank to reimburse them when presented with a legal threat, called a 'Letter Before Action', which them a further 14 days to respond before the commencement of proceedings in court. We asked Nationwide to investigate but it told us that it did not recognise the dispute reference number given to it by NatWest, and therefore could not confirm if an investigation into the ATM dispute had taken place. A spokeswoman says: "NatWest contacted the ATM disputes team who approached the owners of the ATM in question. So I called my bank and they advised there were no issues with the card, they could see the transaction request and there was no … 5 Answers. Mouline argues that given the bank retained his card, the machine could never have dispensed the cash. To enable Verizon Media and our partners to process your personal data select 'I agree', or select 'Manage settings' for more information and to manage your choices. ATM retained my money when deposited. The same is true of all unauthorised card payments. We and our partners will store and/or access information on your device through the use of cookies and similar technologies, to display personalised ads and content, for ad and content measurement, audience insights and product development. Your bank should then take up the matter on your behalf, and in many cases it will choose to refund the customer where there is some doubt. atm machine retained my debit card? A spokesman for the Payments Council, which represents all the banks and payments providers and oversees such matters, says the payments services regulations are there to help consumers in such circumstances. However, a surprising number of people simply walk off without taking the cash they have asked for. My partner's card was swallowed by a local ATM a few weeks ago. posted 2015-Oct-17, 7:14 pm AEST ref: whrl.pl/ReqEGW. NatWest has confirmed that Mouline's card was retained but says Nationwide has told it no unusual activity was reported. Last modified on Fri 6 Sep 2013 10.59 BST. When I called NatWest I was told that the card had been cancelled," he says. If machines in the UK were similarly equipped, it is likely there would be fewer complaints such as these. I once went to take money out of an ATM on the way to the pub, was only taking out £20 for a couple of pints. Favorite Answer. Yahoo is part of Verizon Media. The Which? Meanwhile, the banks would be asked to justify why they had not refunded the customer. "I waited by the machine for 30 minutes to no avail. I called the number on the Nationwide machine and was told to contact my own bank. Definately the smartest thing to do first. Yahoo is part of Verizon Media. We speak to a London man who has taken on NatWest, Hicham Mouline has been told the cash machine which swallowed his £500 'showed no irregularities'. Last night I went down to local shops and used bendigo Bank ATM. A spokesman for the Financial Ombudsman Service says it receives plenty of cases each year similar to Mouline's. The ATM ate quite a few people's cards that evening - the manager was dishing out a fair number of apologies as he returned people's debit cards to them the following morning! ATM problems happen for a variety of reasons, both technical and mechanical. To enable Verizon Media and our partners to process your personal data select 'I agree', or select 'Manage settings' for more information and to manage your choices. It says that where a transaction has been found to be unauthorised, the payments provider (the bank) has an "obligation to immediately refund the amount of the transaction and, where applicable, restore the payment account to the state it would have been in had the transaction not happened". "I can confirm NatWest has pursued all available options. atm retained my credit card! He asked NatWest to investigate and it contacted Nationwide and filed a dispute claim. , What do you do if your card is swallowed before you get your cash – yet you are still debited? Participant reference: whrl.pl/ReqEGW. He put his debit card in the machine along with his pin number, at which point the machine crashed, retaining his card and not dispensing any money. posted 2015-Oct-17, 7:14 pm AEST O.P. Hello I tried depositing cash this afternoon, and the atm … If it contains the correct amount of cash, as appears to have happened in this case, it is harder for the consumer to argue that they did not receive their money. The journal roll which shows what transactions occurred at that time it will show if ATM had problem retained money etc 2. Have to go with an ID to a branch tomorrow. My Debit Card Is Retained In Atm Machine. But what happens if it later emerges that the money you asked for, but didn't receive, was debited from your account? I waited for ages, but the machine was still not working when I was forced to leave. It is still investigating. Find out more about how we use your information in our Privacy Policy and Cookie Policy. Flabbergasted, Mouline asked Transport for London, which runs the station, to ask for CCTV footage but was told that the cameras don't point over to the ATMs, and in any case, TfL only keeps videos for two weeks. So I have a credit card with a pin so I can get cash out of it. They will physically count the money/balance the ATM if there is an difference they will make any corrections. I raised the question on social media and was advised by the bank (who shall remain nameless) to request a replacement card. Anyway, did my thing at the ATM, took my card, but walked off … Got enough money on my account - informed the Lloyds Bank - no help! It says each is judged on its own merits. last updated – posted 2015-Oct-18, 7:54 pm AEST posted 2015-Oct-18, 7:54 pm AEST User #607637 193 posts. Where an investigation is justified, it will need to be carried out as quickly as possible .". In guidance to the banks, the Financial Conduct Authority states: "We would generally expect the payment service provider to make the refund and other correcting actions immediately. Hey, first I went to a store - wanted to pay with my debit card - declined! Archive View Return to standard view. However, as Nationwide has rejected our ATM dispute no further action can be taken by the bank.". This is what happened to London software designer, Hicham Mouline, this summer and he has faced a battle ever since to make his bank, NatWest, refund the money. website has a template for the letter. If either the card or the money is not taken by the customer (or someone else), it will be automatically taken back into the machine and dumped in a separate basket. "I don't understand how the bank can refuse to refund me. Interestingly in Spain many ATMs have cameras built in that record the image of the person taken out the cash. Information about your device and internet connection, including your IP address, Browsing and search activity while using Verizon Media websites and apps. by joeola4u(m): 6:21pm On Oct 04, 2007 Please can any body in the house give an advice:My ATM card was retained in the ATM machine of which i dont know that my PIN as been changed by my Jnr bros who did a withdrawal for me last.The machine said i should contact my financial institution.I used GT Bank Ojuelegba Branch in Lagos.Urgent please,Thanks. Mouline went on the trip, but when he checked two weeks later he found that the £500 had been debited from his bank account. The rules are clear that banks must refund unless they have prima facie evidence that the customer has had their money, or that they have been grossly negligent. In disputes such as these, Money recommends that consumers open legal proceedings with a "pre-action letter" which gives the bank 14 days to return the money, and if it fails to do so, institute a claim in the small claims court. The cash is only dispensed after the card is returned, but my card didn't re-emerge. It's the moment we all dread. Cancel the card like everyone else has said. He has also questioned whether someone had tampered with the ATM and pocketed his money. When Guardian Money asked how the cash could have been paid out given that the card was retained, NatWest failed to respond, and also failed to answer other questions about the case.
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