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Last modified on Fri 6 Sep 2013 10.59 BST. 7torzy7. Photograph: Graeme Robertson. A spokesman for the Payments Council, which represents all the banks and payments providers and oversees such matters, says the payments services regulations are there to help consumers in such circumstances. He hadn't even had the opportunity to put in his PIN once, never mind more than that. Yahoo is part of Verizon Media. Answer Save. The same is true of all unauthorised card payments. The ATM ate quite a few people's cards that evening - the manager was dishing out a fair number of apologies as he returned people's debit cards to them the following morning! So I have a credit card with a pin so I can get cash out of it. posted 2015-Oct-17, 7:14 pm AEST O.P. "I can confirm NatWest has pursued all available options. My partner's card was swallowed by a local ATM a few weeks ago. Participant reference: whrl.pl/ReqEGW. Hello I tried depositing cash this afternoon, and the atm … Both the Payments Council and the Financial Ombudsman Service have confirmed that consumers who suffer a problem with an ATM withdrawal must contact their bank to complain, rather than the one that operates the machine where the person had the problem. Definately the smartest thing to do first. Interestingly in Spain many ATMs have cameras built in that record the image of the person taken out the cash. Cancel the card like everyone else has said. When disputes happen, the cash machine operators add up the total amount dispensed and compare that with the amount left. He has also questioned whether someone had tampered with the ATM and pocketed his money. Mouline went on the trip, but when he checked two weeks later he found that the £500 had been debited from his bank account. Find out more about how we use your information in our Privacy Policy and Cookie Policy. We speak to a London man who has taken on NatWest, Hicham Mouline has been told the cash machine which swallowed his £500 'showed no irregularities'. In disputes such as these, Money recommends that consumers open legal proceedings with a "pre-action letter" which gives the bank 14 days to return the money, and if it fails to do so, institute a claim in the small claims court. The banks often use the "balancing" defence – as NatWest has done. So I called my bank and they advised there were no issues with the card, they could see the transaction request and there was no … ATM problems happen for a variety of reasons, both technical and mechanical. Mouline's problems started in June when, needing to get some holiday cash, he went to the Nationwide ATM at the busy Canary Wharf station in east London. first and best answer 20 points? I raised the question on social media and was advised by the bank (who shall remain nameless) to request a replacement card. After that I went to a ATM to see if it's my card or anything else - ATM ate my card! He has also questioned whether someone had tampered with the ATM and pocketed his money. Flabbergasted, Mouline asked Transport for London, which runs the station, to ask for CCTV footage but was told that the cameras don't point over to the ATMs, and in any case, TfL only keeps videos for two weeks. However, NatWest has told him that because the ATM balanced at the end of the day NatWest will do no more for him and that, as far as it is concerned, is the end of the matter. Mouline argues that given the bank retained his card, the machine could never have dispensed the cash. Your bank should then take up the matter on your behalf, and in many cases it will choose to refund the customer where there is some doubt. We asked Nationwide to investigate but it told us that it did not recognise the dispute reference number given to it by NatWest, and therefore could not confirm if an investigation into the ATM dispute had taken place. Relevance. "I don't understand how the bank can refuse to refund me. Meanwhile, the banks would be asked to justify why they had not refunded the customer. Just before you are due to go on holiday you put your cashcard in the local ATM only for the machine to crash and gobble up your card. Any suggestions or experience? Staff would look at when and how the customer had reported the problem. If machines in the UK were similarly equipped, it is likely there would be fewer complaints such as these. Other customers in Mouline's shoes have faced long delays only for their bank to reimburse them when presented with a legal threat, called a 'Letter Before Action', which them a further 14 days to respond before the commencement of proceedings in court. by joeola4u(m): 6:21pm On Oct 04, 2007 Please can any body in the house give an advice:My ATM card was retained in the ATM machine of which i dont know that my PIN as been changed by my Jnr bros who did a withdrawal for me last.The machine said i should contact my financial institution.I used GT Bank Ojuelegba Branch in Lagos.Urgent please,Thanks. The Which? He asked NatWest to investigate and it contacted Nationwide and filed a dispute claim.

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