ATM Withdrawal Malfunction

[Beaglemom3]

I tried to withdraw $500 from the Cambridge Trust in my town using a non-Cambridge Trust debit card. The machine did not dispense cash, but spit out the "your transaction is completed" slip.

I tried again, but then got the "you have exceeded your withdrawal limit". This told me that I had been, indeed, debited for $500 that I did not receive. I checked my balance when I got home and yes, am $500 short.

The branch was closed and so is customer service at my own bank.

I called the after hours numbers at both banks, but looks like I will have to wait until Monday.

Anyone have experience or good advice on this ?

Thank you.,

 

[Art]

This happened to me in Puerta Vallarta, Mexico.

I sent a message to my bank at home when I saw that the money really was gone from my account.

It took about a week for my bank (Citizens) to investigate and the money was returned to my account.

As long as the bank? that "owns" the ATM is cooperative in checking the cash inventory in the machine, there should be no problem.

Art

 

[Beaglemom3]

This happened to me in Puerta Vallarta, Mexico.

I sent a message to my bank at home when I saw that the money really was gone from my account.

It took about a week for my bank (Citizens) to investigate and the money was returned to my account.

As long as the bank? that "owns" the ATM is cooperative in checking the cash inventory in the machine, there should be no problem.

Art

Thank you. The branch is in my home town and I have been a customer there on/off for many years. Currently, I am not. I know the branch manager and the long-time teller there.

I just sent an email to my bank's customer service.

 

[Passepartout]

That is exactly the scenario that occurred to me in Mexico a couple of years ago. It came down to a finger pointing, he said- he said thing. The Mexican bank was closed, and of course on Monday I reported the non-dispensing of the money. They said they'd have to audit the machine, of course the report was that I got the cash. My own bank's response when I reported it on that Sunday is that they shut off my card! It could have ruined a vacation if I didn't have another debit card and could still transfer funds online into the other account.

Anyway, eventually, after threatening to pull all the accounts from that US bank, they made good on it. I hope you are more successful in getting a resolution.

I started a thread about this when it happened, suggesting that one only use 'foreign bank' ATMs when the branch is open- and not use stand-alone ATMs (not physically at a bank branch). It's inconvenient, but not nearly as inconvenient as holding a receipt saying you have made a withdrawal, and no money. It FEELS like robbery.

Jim

 

[Beaglemom3]

That is exactly the scenario that occurred to me in Mexico a couple of years ago. It came down to a finger pointing, he said- he said thing. The Mexican bank was closed, and of course on Monday I reported the non-dispensing of the money. They said they'd have to audit the machine, of course the report was that I got the cash. My own bank's response when I reported it on that Sunday is that they shut off my card! It could have ruined a vacation if I didn't have another debit card and could still transfer funds online into the other account.

Anyway, eventually, after threatening to pull all the accounts from that US bank, they made good on it. I hope you are more successful in getting a resolution.

I started a thread about this when it happened, suggesting that one only use 'foreign bank' ATMs when the branch is open- and not use stand-alone ATMs (not physically at a bank branch). It's inconvenient, but not nearly as inconvenient as holding a receipt saying you have made a withdrawal, and no money. It FEELS like robbery.

Jim

Thanks, Jim. Good advice. I have been with my bank (credit union, actually) since 1997 and have a jumbo CD with them. I never thought about having to "flex" my biceps on this one, but will use this tactic if pushed.
I was thinking that I'd be SOL if I was stranded with a broken down car and needed cash for the auto repair or similar.
File this under "nothing is simple".

 

[MommaBear]

We, too, have had this happen on a weekend but had it reversed on Monday.

You can often get a cash advance on your credit card if needed.

 

[SueDonJ]

Don't most ATM's have security cameras, giving them a way to verify that you're telling the truth about a machine malfunctioning? I'd at least ask if it's an option.

 

[Beaglemom3]

Don't most ATM's have security cameras, giving them a way to verify that you're telling the truth about a machine malfunctioning? I'd at least ask if it's an option.

Yes and I am counting on this. Not sure if they focus on the cash-out/hands section instead of the face, but I hope they can hear DF and me trying to see what the hell happened. I hope I didn't blurt out anything too "strong" as in WTF or similar.
Thanks.

 

[Beaglemom3]

We, too, have had this happen on a weekend but had it reversed on Monday.

You can often get a cash advance on your credit card if needed.

Thank you. This is encouraging. I'm good for cash, but needed cash for a contractor tomorrow.

 

[sjsharkie]

I tried to withdraw $500 from the Cambridge Trust in my town using a non-Cambridge Trust debit card. The machine did not dispense cash, but spit out the "your transaction is completed" slip.

I tried again, but then got the "you have exceeded your withdrawal limit". This told me that I had been, indeed, debited for $500 that I did not receive. I checked my balance when I got home and yes, am $500 short.

The branch was closed and so is customer service at my own bank.

I called the after hours numbers at both banks, but looks like I will have to wait until Monday.

Anyone have experience or good advice on this ?

Thank you.,

I assume Cambridge Trust is a bank of some sort. You probably have nothing to worry about. US banks are highly regulated and generally have great controls to catch fraud and errors around ATMs including count checks and cameras.

You are right that the cameras may not catch the cash dispensing -- sometimes they are built flush into the ATM panel and there is no way those could pan down to see cash coming out. But reconciling the cash dispensed to the disbursement totals should catch the problem.

-ryan

 

[LAX Mom]

Several years ago my sister was $20 short on a withdrawal from an ATM. She counted her money right there and noticed there were only 4 bills, not 5.

I think it was during business hours and she went inside. They used the security camera to verify her claim. From the video it was obvious she only received the 4 $20's. They gave her the missing $20.

After this experience she advised me to always count the bills in front of the ATM where the camera can see you. That way the bank can verify a claim for a shortage.

You should be fine when the Cambridge Trust is open on Monday. Good luck and let us know how it's resolved.

 

[bogey21]

Only happened to me once. It was when Bank was closed. I went into the branch on Monday; they checked their transaction register; agreed that I was right; and gave me the money. It took all of 5 minutes.

George

 

[Beaglemom3]

I assume Cambridge Trust is a bank of some sort. You probably have nothing to worry about. US banks are highly regulated and generally have great controls to catch fraud and errors around ATMs including count checks and cameras.

You are right that the cameras may not catch the cash dispensing -- sometimes they are built flush into the ATM panel and there is no way those could pan down to see cash coming out. But reconciling the cash dispensed to the disbursement totals should catch the problem.

-ryan

Several years ago my sister was $20 short on a withdrawal from an ATM. She counted her money right there and noticed there were only 4 bills, not 5.

I think it was during business hours and she went inside. They used the security camera to verify her claim. From the video it was obvious she only received the 4 $20's. They gave her the missing $20.

After this experience she advised me to always count the bills in front of the ATM where the camera can see you. That way the bank can verify a claim for a shortage.

You should be fine when the Cambridge Trust is open on Monday. Good luck and let us know how it's resolved.

Only happened to me once. It was when Bank was closed. I went into the branch on Monday; they checked their transaction register; agreed that I was right; and gave me the money. It took all of 5 minutes.

George

Thanks so much your input, advice and shared experiences. All very helpful.

Yes, the Cambridge Trust is the shortened term for the Cambridge Bank & Trust Company. So used to saying just Cambridge Trust.

The bank opens at 7:30 tomorrow morning and we'll be there. I'll also be on the phone with my own bank/credit union when they open at 8:00 am.

I don't think that I'll ever take a large cash w/d without feeling some trepidation from now on and will try to avoid doing this unless absolutely necessary.

I'll report back on what transpired and any advice that I may be able to give.

 

[Sea Six]

It's hard to believe these ATM machines don't know they don't have enough cash left to process a transaction.

 

[Pat H]

The ATM should have been sending a trouble signal and shut down automatically if it was out of cash or if a bill was stuck preventing the dispensing of cash. There must have been something wrong with the sensors. Your own bank will have to reverse the transaction. The ATM will not balance on the next reconcilliation. I'm sure you weren't the only one so you shouldn't have any problem getting it corrected.

Beags, don't worry, I don't know of any ATM cameras that record audio!

 

[Beaglemom3]

It wasn't out of money as my DF took his cash card out and chanced (and succeeded) in making the $ 500 withdrawal a few minutes later.

So, the machine had the cash, it just malfunctioned on my transaction.

 

[Passepartout]

I just remembered my DW had this happen recently at an ATM in New Zealand. Other people in a queue behind us were able to successfully make withdrawals from the same machine. As it happened, the bank was open, we went inside and they were able to verify that it had not dispensed the cash, and remedy the situation.

As evidenced by this thread, ATMs are not infallible, and it pays to only use those attached to bank branches and during business hours.

Jim

 

[isisdave]

In 30 plus years of using ATM's, I've never had one fail to give me the correct amount, either in the US or elsewhere (never tried one in Mexico, though). I've often wondered how they can be so darn accurate ... often, the stiffness of the bills varies quite a bit. And sometimes they're loaded with new bills, and you know how hard those can be to separate manually!

 

[Pat H]

You have to use relatively new/unused bills or they get stuck. Remember years ago when you got $5, $10 & $20 bills from the ATM? A lot of employees, including me, didn't realize there were sensors on the containers which denoted what $ amount they dispensed. One of the cannisters broke and an employee subsitituted another one. What she didn't realize was that she filled a $5 dispenser with $20 bills. It was over a weekend too. We had a few honest customers but the rest never said a word until we debited their accounts.

 

[Talent312]

… Remember years ago when you got $5, $10 & $20 bills from the ATM? A lot of employees, including me, didn't realize there were sensors on the containers which denoted what $ amount they dispensed. One of the cannisters broke and an employee subsitituted another one. What she didn't realize was that she filled a $5 dispenser with $20 bills. It was over a weekend too.

I remember a soda dispensing machine that allowed you to open a door & pull bottles.
It malfunctioned by allowing unlimited pulls after inserting one payment of 25¢.
Needless to say, the supply of soda bottles was quickly exhausted.



Sent from my KFJWI using Tapatalk 2

 

[DeniseM]

Posts deleted - let's stay on topic and be courteous.

 

[Beaglemom3]

Status:

I called the Cambridge Bank & Trust this morning and spoke to the head teller (her Aunt lives on my street). This has happened before and always in cold weather (the ATM is outside of the bank on an unenclosed wall). She will settle the ATM when more staff arrives and call me. I guess they settle their own ATMs at the branch.

I called my credit union and they will be in touch with the Cambridge Trust.

Thanks to all here for your good advice on the thread and by PM.

 

[Htoo0]

I did have that happen to me. It was before hours on a weekday however so I only had to go in as soon as the bank opened. The problem had been supposedly 'fixed' a few times before so I got the $500 back immediately. Since then, (while I try to avoid withdrawals during busy times) I always count the money just inside my window holding it between the machine and my face.

 

[SMHarman]

It's hard to believe these ATM machines don't know they don't have enough cash left to process a transaction.

I've not seen it but I have had this explained to me by someone who knows the insides of ATMs.

The ATM has two counters, if you listen, you hear it count once then count again before it dispenses, if the count is out it dumps the cash into a miscounted bin below the counters and tries again.

The counters need to be calibrated and as many banks are reducing the daily / transaction withdrawal limits my thinking is that the machines calibration for counting 25x$20 was off so it failed.

So coming back to your comment, the machine would know how much cash was left inside but was unable to properly count, then verify the count to dispense it.

Next time it may be easier to take out $240/$260 but that is no fun if there is an ATM fee to pay.

 

[Beaglemom3]

Tah duh !!!!!!!!!!!!!!!!!!

YAY !!!!! Finally.......................... whew..................


02/11/2014 REV FEE / ATM XXX XXX XXXXX 494 BOSTON POST ROAD WESTON MA DEBIT CARD CAT EXCEPTIONS $-500.00 $500.00


To all who posted their experiences, insights and all that good positive & helpful stuff.............

" Thank you for your support "(Bartles & Jaymes)


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