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Cash machine problem - Advice needed

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Slightly different problem as its not strictly charges - any advice gratefully received.


A few weeks ago my mother-in-law (80) tried to withdraw some of her pension money (£90) from the Halifax for Christmas shopping. The machine appeared to process the transaction but then didn't deliver the cash.


Whilst her friend stayed at the machine, she went into the branch to explain what had happened. A member of staff came out with her, helped her try again, and this time the money came out. She was advised that although her account would show the money debited twice, they would credit back one of the withdrawals.


This morning she has had a letter from the Halifax stating that they now cannot and will not credit the money back, as when they checked the cash machine records for that day it was fully in balance.


So basically they are saying 'Tough!'.

This is an 80 year old lady who is now £90 of her pension missing due to their cash machine error. I am furious that they have done this, but am unsure what we can do as obviously its her word against theirs that the money never came out of the machine.


Anyone any experience of this?


Thanks all

Morris v Halifax

Data Protection Act letter sent 20/6

Charge deducted from account 27/6

6 yrs statements received 25/8

Prelim sent 30/8 (£1014 charges + £156.11 interest).

Std reply & complaints leaflet received 5/9

Offer received £70 9/9

LBA sent 12/9

No reply to LBA - MCOL requested 26/9

Offer received 26/9 - £218.

MCOL issued 26/9, acknowledged 29/9

Offer 29/9 - full amount ex. o/draft interest

Accepted as partial

Credited to account 12/10

AQ sent for rest

Morris1 v Barclaycard

Prelim letter sent 31/8 (£60 charges + interest).

Standard reply 9/9

Offer 12/9 - full amount!! :smile:

Morris 2 v Barclaycard (Mrsbass!):

Data Protection Act letter sent 7/9

Standard reply received 19/9 inc statements 5/04 to date and microfiche bilge.

Prelim 20/9 £100+interest actual, +same estimated.

LBA 3/10

Partial offer £48 6/10

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I've had this at Barclays once, the machine poked out a corner of one note and when I tried to pull it out the machine promptly pulled it back and I didn't get my cash.


When I tried again, in a different machine, I was informed that I didn't have the funds available to withdraw again!


Thankfully, that was at the branch so I was able to go in and explain what had happened. They got me to wait until someone checked the machine out, and a few minutes later I was given the notes, with the corners folded over, that had got 'stuck'. That time it worked out.


Several years ago, a seperate incident at a Yorkshire Bank machine where no cash came out, but was taken from my account. I had been able to withdraw again and continue my bill paying and shopping afterwards, and did report it straight away to the bank.


I had a bit of correspondence with them and insisted I had had not had the money and eventually they credited it back.


In this case I would suggest the CAB, to try and negotiate on her behalf, or even have a word with a reporter at your local newspaper? I think you'll find them more willing to talk if it's in public view.


Go back to the branch and try to find the person who helped, see if they are willing to contact head office about it too - there are some nice people who work for them, they are not all ogres!

Be good to those who give you advice that helps - click the star to give them your thanks by way of a reputation credit.


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