ATM short changed me by £500.

[momon121]

Hi 

 

On September 24, 2023, I tried to withdraw £1500 from an ATM outside Asda.

However, it only dispensed £1000, and my account was charged.

I promptly went into Asda to report the issue to security, who advised me to contact the bank.

I filed a dispute with NatWest, but they recently informed me via email that the resolution was unsuccessful, without providing any explanation.

The next step is to file a complaint.

I also spoke with Asda, and they reviewed their CCTV footage, which showed me approaching the security guard inside the store.

Unfortunately, they couldn't confirm whether I physically received the money the ATM dispensed.

What actually occurred was that the ATM initially made dispensing noises, but at the last moment, it cancelled the transaction and displayed a message instructing me to contact the bank.

I am very disappointed to have lost £500.

Is there any way to escalate this matter?

[dx100uk]

yes approach the vendor of the cash machine

they will know what you requested and what was dispensed 

might take a few weeks but you'll get it back.

it's nothing to do with asda.

dx

 

[momon121]

Spoke to natwest the same day, they raised a dispute and nearly two weeks they’ve decided that outcome is unsuccessful as their investigation reveals no faults and therefore I am not eligible for a refund. 

[dx100uk]

sorry so the ATM is a Natwest one?

 

[momon121]

It’s owned by Barclays +NCR

[dx100uk]

your target then.

just type no need to hit quote.

there should be a number on the cash machine itself to ring too if there is an issue.

dx

 

[momon121]

Ok I will do that today, I didn’t see no numbers on the ATM ? 

[unclebulgaria67]

Cash machines count the money issued compared to transactions entered.

So if it had issued £500 less this should show up on the data.

Exhaust your complaint with the Bank and then go to the FOS.

[momon121]

The bank have been extremely unhelpful, they always most treat you guilty before concluding with their findings

Few occasions I have withdrawn £1500 via three lots of £500. Not once I’ve complained, £500 is a lot of money just to give up just because the bank did not find any fault or error.