Ana checked her account the next day via internet banking and found that $200 had been withdrawn from her account. Ana contacted her bank to say Jordan had not received any money. She made a claim for $200.

Her bank got back to her several weeks later to say the ATM-owning bank had accounted for all of the money at the ATM at the end of the day in question. Her bank declined her claim.

Ana asked her bank to ask the ATM-owning bank to check again. The reply was the same.

Our investigation

Ana complained to us. We asked Ana’s bank to obtain all information about the balancing of the ATM on the day in question. ATM-owning banks should make proper enquiries, including checking whether an ATM has malfunctioned or failed to balance, and should also review security footage if there is a camera.

Ana’s bank came back to say the ATM-owning bank had found a $200 discrepancy. Ana’s bank was apologetic, explaining that it had to rely on information from the ATM-owning bank. It reimbursed the $200 and offered $100 for the inconvenience she had suffered.

Outcome

Ana accepted the offer.