A bank customer was shocked when they were trying to make a payment at a Santander cash machine and an error reportedly meant the payment was not registered.
She contacted Santander over X to raise the issue. They said on August 5: “I attempted to pay money into ATM machine E0125432 Coventry branch 10:36ish took my money then said hardwear error it did not acknowledge my payment.
“Bank are now making me wait after your machine picked my pocket. Poor service.”
Santander said they would investigated the matter “as quickly as possible” and would get back to the customer. The customer then said they had been trying to contact the branch about the problem.
The bank asked which number she had called and encouraged her to call the telephone banking team on 03309 123 123. The customer said she had tried this number but it was not the branch’s number.
Santander explained: “Our branches don’t have a direct public number I’m afraid. When you contact us on 0330 9 123 123 an advisor can offer to transfer you through.
“However our Coventry branch closes at 3pm during the week. Can we ask why you’ve been asked to contact the branch?”
The frustrated customer said in response: “Because an ATM at the Coventry branch stole my money. I was told by branch manager I could telephone after they counted the cash.”
A representative of the bank offered their apologies for the situation. They said: “If you could reach out to an adviser over the Live chat on Online Banking, you will be able to raise a dispute and here you can find more information.”
The bank also directed her to a webpage with information about how to dispute a credit or debit card transaction.
The information page states: “It’s always better to first contact the company directly to see if you can get things sorted. If you can’t, we may be able to raise a dispute on your behalf to try and get your money back.
“It’s also a good idea to keep a record of any contact you make with them, which you can later use to support your claim.
“If you raised a card dispute, with the exception of Section 75, you’re not making a claim against Santander. We may be able to raise a dispute on your behalf to try and claim your money back from the company you’ve paid.”
Santander has been contacted for an update on the issue.
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