Natwest Not Refunding ATM Error **RESOLVED**

[Brunowales]

Hi

 

I tried to take £120 out of a Barclays ATM using my Natwest debit card.  The machine gave my card back but didn't issue any money.  The machine made a noise like it was counting notes then stopped and a message popped up on the screen saying unable to issue cash please see card provider.  I had to get cash out of another machine near by.

 

However the money was taken from my account - I raised a dispute with Natwest of which the outcome was the ATM provider found no error and the bank wont refund.  I have complained to Natwest and they will not have any of it and told me to contact the ATM provider.

 

I find this very unfair as I have done nothing wrong yet they will not refund the money.  Any ideas on where I can go with this - many thanks

[dx100uk]

when this happens you should always approach the ATM company.

where is this machine

on the side of a bank?

 

dx

 

[Brunowales]

Hi DX

 

Its outside an ASDA - apparently Barclays own it

[dx100uk]

ok well I cant see asda not having had questions about this before 

go into them at their customer helpdesk

ask who to contact as your money didn't come out.

 

had this a few years ago and it wasn't until the provider of the ATM machine physically looked at the log of the machine that day 4mths after it happened and proved me correct that I got my £250 back

after being told by my bank not their problem.

 

dx

 

 

[Brunowales]

Hi DX

 

I have contacted ASDA who have said they have no involvement with the machine and need to contact the owner who are Barclays - they could not give me any contact details.

 

I rang Barclay's who were no help whatsoever and could not give me a number to contact - they told me to check the contact details on front of the machine.  However there are no contact details on the front of the ATM.  There is only a sign saying ASDA have no responsibility for the machine and to contact your card issuer in the event of any problems.

 

I am going round in circles with this and think my only option may be a complaint to the FCO?

 

 

[dx100uk]

what do you mean by contacted asda?

 

please don't get me wrong but if it is in the premise or on their wall [which most are] they are duty bound to give you an address to write too.

did you visit the store or use asda HQ website?

 

https://www.barclays.co.uk/help/cards/debit-card/cash-machine-money/

[Brunowales]

Hi DX

 

Natwest have just contacted me and admitted they have made a mistake - they checked with the wrong ATM(the one I used a couple of minutes later)

 

They are refunding the money and have offered me £50 compensation so at least its been sorted - mnay thanks

[dx100uk]

though something was a miss 

but getting to the bottom of it...

 

well done

title updated.