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Debit card/phantom withdrawal


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I had a problem today with my debit card being swallowed and money supposedly being withdrawn which wasn't. I used a NatWest cash machine on Shepherds Bush Green near the tube station (not outside the bank, unfortunately). I entered the pin code correctly and when I went to withdraw the cash message came up saying to withdraw the card before taking my cash. Unfortunately, despite this message and the associated noises, I was unable to take the card out as it simply did not appear, and after waiting for between 30 seconds and 1 minute, I was told that the machine was temporarily out of service. I waited there for five minutes or so and whilst I was doing so checked on my phone to see if NatWest had a branch nearby (so that I could raise the issue with them) and also whether my bank balance had been affected. I found that Nat West had a branch on the opposite side of the green and checked my bank statement online to discover that £100 had supposedly been withdrawn.

I crossed the road and waited outside the branch for 10 minutes, as I intended to tell them my case and the bank wasn’t open. In the meantime I realised that the same ATM was now being used without problems and thus became concerned that somebody could have taken the card and the money. I spoke to a guy at the cashpoint who seemed reputable but he hadn’t seen anything.

Having finally entered the NatWest branch at 9.30 and being told that the ATM had previously experienced problems, I was told to go to HSBC a couple of doors down to register an ATM dispute. I registered my dispute via phone and also found out in the queue that another HSBC customer had her card swallowed by the same ATM though she had no money taken.

My concern is that I could lose £100 through no fault of my own. I accept that I could have stayed by the ATM but I did wait there for a few minutes and I tried to be proactive by discussing the matter with NatWest, so that the matter could be sorted and I was in a rush to get to work.

I’ve never experienced this problem before and realise this might be slightly pre-emptive in the event that my claim is acknowledged but would be grateful for any advice other people might have.

Many thanks

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Hiya Millito and welcome to the HSBC forum :-)


hopefully your probelm will be sorted by the banks through their normal checking proceedures but as a fail safe I would write to both Nat West and HSBC (recorded delivery) to confirm your probelm.



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I had this happen once but the money was refunded the next day, sometimes the ATM,s recognise that the money has not been paid


Not that i am sticking up for the banks just hope it makes you feel a little better until it is sorted...

HTH (Hope This Helps) RDM2006





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