Big Boss Man - ATM probs **REFUNDED**

[Big Boss Man]

Same thing happened to me Wednesday, tried to take £100 out, machine states unable to complete transaction, knowing that there where funds available i tried again, machine states the same message, i went to another cash machine and my withdrawal was succesfull.

Later that day i checked my online bank account, i noticed that there was 2 x £100 taken from my account, i immediatly telephoned my bank, i explained my concerns, they informed me that the machine would reverse the transaction within 24 hours, the money still has not been credited, i have now made a formal complaint and the bank has refered the matter to the owner of the machine, this is going to take some time and i am out of pocket £200, my bank would not even credit the £200 untill the investigation had been completed !

[slick132]

Hi BBM,

 

Keep on at both the bank, and the machine operator to get this resolved.

 

I've moved your post into your own thread to avoid hijacking. If this isn't about Barclays, let us know which bank.

 

Keep us updated here.

Edited July 14, 2009 by slick132

[postggj]

i had this with barclays

 

you need to fill in a visa dispute form if a different bank than yours

 

if you bank with barclays and its a barclays machine, will be no prob

 

the machine keeps records as well as giving a receipt

 

mine took 2 weeks to refund

no explanation

 

they know how much cash has been dispensed and how much is in the machine

so be totally honest

Edited July 14, 2009 by slick132

[Big Boss Man]

Thanks for your prompt response and sorry if i am a little vague, i am new to this site !

 

The ATM in question was outside a post office, my bank in question is Abbey, they been real helpful at the moment, but i am not happy at been out of pocket, ive logged a complaint too.

Edited July 14, 2009 by slick132

[Big Boss Man]

i had this with barclays

 

you need to fill in a visa dispute form if a different bank than yours

 

if you bank with barclays and its a barclays machine, will be no prob

 

the machine keeps records as well as giving a receipt

 

mine took 2 weeks to refund

no explanation

 

they know how much cash has been dispensed and how much is in the machine

so be totally honest

 

Thanks for your comments, i am also keeping a record of all my communication.

Edited July 14, 2009 by slick132

[slick132]

Will move this to the Abbey forum for you.

 

Keep all communication in writing only, so you have a good paper trail.

 

If you do have any tele cons, make notes straight away including detail of discussed points, time and date.

 

Edited July 14, 2009 by slick132

[Big Boss Man]

Will move this to the Abbey forum for you.

 

Keep all communication in writing only, so you have a good paper trail.

 

If you do have any tele cons, make notes straight away including detail of discussed points, time and date.

 

 

Thanks for your further help, ive rang for an update today, but theres no resolution yet ! ive told Abbey that i will be persuing them and or the ATM owner for a claim for all the inconvenience and stressed caused once the matter has been resolved initially. Ill post updates ASAP.

Edited July 14, 2009 by slick132

[Big Boss Man]

UPDATE - Im still waiting for the refund, no dispute form yet, rininging them every other day for updates ! nightmare !

 

Im thinking of charging them £10 a day for the inconvenience, is this possible ?

[slick132]

Hi BBM,

 

Keep the pressure on them.

 

Depending on the outcome of their investigations into this, you should be able to ask for compensation for your time, expenses and stress caused by all this. Whether they agree to pay is another matter.

 

If they fail to resolve the situation to your satisfaction, you could File a court claim against the bank and/or the ATM operator for the return of your money AND for any losses and your time in sorting this.

Edited July 14, 2009 by slick132

[Big Boss Man]

Hi BBM,

 

Keep the pressure on them.

 

Depending on the outcome of their investigations into this, you should be able to ask for compensation for your time, expenses and stress caused by all this. Whether they agree to pay is another matter.

 

If they fail to resolve the situation to your satisfaction, you could File a court claim against the bank and/or the ATM operator for the return of your money AND for any losses and your time in sorting this.

 

Thanks for your continued advice, ive been real patient with them even been into my local branch, ive obtained a statement covering the date that the fault occured, there was 7 reversals and 9 transactions, this clearly confirms a fault with the machine, just a waiting game now !

 

Ill post update ASAP.

Edited July 14, 2009 by slick132

[slick132]

Keep that statement safe as it shows something was amiss and should help if you have to take your case further.

 

You could always send them a LBA giving them 7 or 14 days to refund your loss, after which you'll File a court claim.

Edited July 14, 2009 by slick132

[Big Boss Man]

Keep that statement safe as it shows something was amiss and should help if you have to take your case further.

 

You could always send them a LBA giving them 7 or 14 days to refund your loss, after which you'll File a court claim.

 

Thanks for your further advice and help, ive rang them again today for an update, but as per usuall they can not tell me anything, only it takes time, i did speak to a supervisor today as i have experienced further customer service issues whilst the ATM dispute continues, basically i asked for a supervisor to ring me last week as well as filing a complaint, i have also been given misleading information on every call, i havnt heard anything to date, the supervisor today apologised, she confirmed there was no complaint logged or request for a supervisor to ring me, only the dispute with the ATM has been logged, she told me i would receive a written reply within 3 to 5 days, she also offered to credit my account with £10 for the inconvenience caused, i declined the offer but thanked her, i notified her that i may forward a claim once the matter has been resolved !

Edited July 14, 2009 by slick132

[slick132]

Hi BBM,

 

I know you've seen Rochford's thread re the Barclays ATM dispute which is now resolved. But it took weeks !!

 

If you think you've waited long enough and you're fed up with their failure to give any clear info on your problem, make a brief complaint to the CEO's office.

 

Personally, I'd give them a further week to give you some proper answers, and then complain to the top.

Edited July 14, 2009 by slick132

[Big Boss Man]

Hi BBM,

 

I know you've seen Rochford's thread re the Barclays ATM dispute which is now resolved. But it took weeks !!

 

If you think you've waited long enough and you're fed up with their failure to give any clear info on your problem, make a brief complaint to the CEO's office.

 

Personally, I'd give them a further week to give you some proper answers, and then complain to the top.

 

Thanks for the continued help, im keeping a record of all calls etc, ive already started a complaint regarding the misleading info etc and i will certanly be complaining to the top in due course ! sorry if i sound inpaitent but theres clear evedince of a fault with the machine in question.

Edited July 14, 2009 by slick132

[Big Boss Man]

Update - Rang the ATM dispute team today for update.

 

I was informed that my account was credited with the missing money, 2 days ago, they also confirmed that the machine was faulty.

 

I also enquired about my complaint as i have not heard anything to date, i was informed that a letter had been issued, as it was now a phase 2 complaint, they will reissue this letter.

 

They also informed me that a letter was also in the post regarding the non despense and an explanation, they also offered to credit my account with £10, i declined this offer again.

 

Just waiting for correspondence and i will decide my next course of action.

 

Thanks for all your help and advice.

Edited July 14, 2009 by slick132

[slick132]

Hi BBM,

 

Wow.......£10. They just don't get it, do they.

 

See what the letter says and then decide .............

Edited July 14, 2009 by slick132

[Big Boss Man]

Hi BBM,

 

Wow.......£10. They just don't get it, do they.

 

See what the letter says and then decide .............

 

It was annoying when the machine went faulty, the customer service issues have only antagonised the situation.

 

I feel releived now, but ive got my claim drafted up, just waiting for there letter and i will respond !

Edited July 14, 2009 by slick132

[Big Boss Man]

UPDATE - Just a quick note to let you know the matter has been resolved, via a number of telephone calls, i was intending to write a formal letter of complaint, however, the company has now provided me with a full written appology which sounds genuine, they have also offered a full and final settlement payment matching the amount the ATM took in error !

 

Many thanks to this site and particullar Slick for all the information - Donation to follow shortly.

[slick132]

Hi BBM,

 

Delighted to hear this has now been resolved to your satisfaction.

 

Have they offered you compensation for your time, effort and inconvenience in all this.

 

Thread title changed and thank you for any donation you make to the Site.

[Big Boss Man]

Hi BBM,

 

Delighted to hear this has now been resolved to your satisfaction.

 

Have they offered you compensation for your time, effort and inconvenience in all this.

 

Thread title changed and thank you for any donation you make to the Site.

 

They have offered the sum of £100 in full and final settlement, the amount which was taken in error was credited back to my account a few weeks ago, considering i had not written to them i feel this was a reasonbale amount to receive.

 

Many thanks for your help again.

[slick132]

Thanks for the update.

 

If this was in addition to the sum refunded, I'd consider this an excellent result.