by Claire
USAA reimburses me for the fees charged at other bank’s ATM machines. Yesterday morning I zipped by the nearest ATM to get more than my usual amount in cash for the week. The kids have various end-of-year events that I needed cash for so I needed $300 for the next two weeks. I went to a Compass ATM right by my place and went through all of the usual ATM steps. At the very end, when my money was to be dispensed, the screen said “this machine is having technical difficulties, your transaction has been cancelled.” It did not spit out a receipt in spite of my requesting one. Frustrated, I moved on to the next ATM and got my cash.
When I got to the office I checked my account and learned that I had withdrawn $600 (my daily limit, by the way) because the Compass ATM transaction posted! ARGH! What a way to start the week!!! I immediately called USAA and explained the situation. A dispute was filed but based upon what I understood from that phone call (although, admittedly I was pretty flustered so I may have heard incorrectly) I cannot get a credit to my account b/c this isn’t a credit card transaction, but instead involves cash. USAA will contact the ATM owner (which apparently isn’t Compass? It’s Brinks?) and they will investigate. Worst case scenario I’m looking at 60 days for them to count the money in the machine and confirm it is over and/or check the video to confirm I did not get money. What a fiasco!!! Oh and I did call the Compass branch where it happened and got the standard response you’d expect from a bank in Texas–“you aren’t our customer so there is not anything we can do.” I happen to know a little about that “not the bank’s customer” thing from a case I sat second chair on years ago where a bank permitted a wrongdoer to open an account using a DBA and millions were stolen from my firm’s client in a Ponzi-like-scheme. The Texas Supreme Court declined to hear that case and thereby reinforced the “not the bank’s customer” provision. But, I digress…
I have never heard of this happening before and did some googling to find out if there was anything else I should be doing to get my money back. Tips online say to immediately call the ATM owner (there will be a number on the machine) so as to keep time on your side but I left there thinking the transaction had cancelled. I explained not getting a receipt to myself by saying the machine simply broke in the middle of my transaction. Everything online says it can be a real challenge to correct this situation. Anyone have any insight on this fun issue?
So while I am super frustrated I am also thankful that I’ve learned to have a cushion. There was a time not too long ago that losing 300 bucks would have spelled disaster for my budget (well, there was no budget so I guess it would be more appropriate to say it would have spelled disaster for my already existing financial disaster). Now I am in a position to adjust either what I pay toward my debt or take money from the emergency fund.
Silver lining I suppose…
Born and raised in Texas. I’ve at least driven through every state in the US courtesy of a roadtrip loving Dad.
I’m single with two children and a good parenting relationship with their father.
I am a “life is just half full of funny” kinda gal. Humor is my saving grace and I am thankful for it every single day. I have a strong Catholic faith and am thankful for that foundation.
I read a lot for a living but still enjoy a good book. I love biographies but in recent years have found the need for fun fictional books–sadly, for a long time I just didn’t enjoy fiction!
I love live theatre of any kind–from local productions to Broadway.
I love to scrapbook and pride myself in my kids’ albums.
I love being a mom but also love my career. I’m blessed to have found a balance allowing me to be at everything my kids need and want me to be at–while also having a career.
Favorite Quotes: Well behaved women rarely make history.
Behold the turtle. He makes progress only when he sticks his neck out. -James Bryant Conant
After reading Dave Ramsey’s cash budget suggestions, I haven’t used an ATM in quite a while. I either request cash back at the grocery store, or write myself a check and cash it with the teller at the bank.
Best of luck getting your money back. The ATM owners should be able to verify that the money in the machine was $300 too high, based on the stated transactions.
My cousin works for a bank. They had just installed a new ATM outside their branch when the next morning they were bombarded with customers who got their money but it came out shredded. Apparently some part of the packing of the machine was left in and it had a sharp edge that was catching the bills as they rolled by. Took them a week to get the repair man out to fix it. These machines are mechanical and they do break from time to time, so I fully expect you will get your money back after they verify your story. They have video, status logs, and the physical money inside the machine as evidence.
I am very surprised the home bank is washing their hands off this issue! It is an ATM machine on THEIR premises! How frustrating. I’m glad you can move along without the 300 for a few days, but I definitely do not think you should. That machine not giving you a receipt is just fishy. How frustrating.
Years ago I used to work at a bank and balanced the transactions and the cash at hand. I am sure the machine will not balance, and with your phone call, they can determine and view video feed that you did not receive your funds. It may take some time, but you will get your money back.
If it’s any consolation, encountering a malfunctioning machine happened to me twice over several years at different Chase bank ATMs when we were living in Texas. The first time I called the bank when I reached home and explained the situation. The second time it happened, I used my cellphone to call the bank while still sitting by the ATM. In both cases, Chase credited the money back to my account within a couple of days. Good luck to you, Claire! I hope your experience is as positive as mine.
I hat ATMs. I had on go through all the Prompts, but just not do anything. Luckily it was my bank, so I just walked in and told them. Sorry to hear about the issue.
I always take out the same amount each time I use my bank’s ATM, and I always sit right there in my car (drive-up ATM) and count it as I make the withdrawal to ensure I have the correct amount. A few years ago, mixed in with all the $20 bills, was a $10 bill, meaning that the amount I recieved was short by $10 even though my receipt showed the correct amount. Since it was early Saturday evening the bank was closed, and my only option was to call the toll-free help number, which I did. I immediately reported the incident, noting branch, ATM location, time, receipt number, all pertinent details. They had to “investigate” the claim and it took a few weeks, but eventually my account was credited with the $10 I was shorted that evening. To this day, whenever I make an ATM withdrawal I take the time to count the cash in full view of the security camera on the spot!
Smart! These machines are just that–machines–and can make mistakes. You formed good habits to protect yourself. I just zoomed away! Lessons learned.
How frustrating. You are a lawyer… maybe you can use this to your benefit. How about sending the bank and ATM owner letters saying you would like to subpoena the security video for the date/time you were at the machine. Maybe they will hurry up and resolve your case rather than risk getting into a legal dispute?
USAA is taking care of me Denise. Thank goodness. I got a temporary credit from them while the investigation goes forward.
Something similar happened to me but in reverse. All the Wells Fargo ATM in Minnesota have gone to electronic check readers. The machine pulls in your checks, takes a picture, deposits it. For cash you are supposed to put the pile in at once and it counts it. The first time I did it I was nervous and had $400 in cash. I let it suck in the money and it only counted up $200. Shorting me $200 I had just made from a craigslist sell. At the time we were short on money and it was big issue and really stressful. I called the bank and they said this was the first day that ATM was being used so there were going to be issues. It took 60 days for me to get the credit back in the account because they had to count the money in the machine. Ugh! How great that it’s not an issue now that $300 doesn’t make you stress out!
NIGHTMARE! I always worry so much about depositing at an ATM but sometimes life is so busy it is the only option we have.
And this is why I NEVER use one of those convenient ATM’s.
Yikes. I’d be paranoid there wasn’t a skimmer installed. Keep an eye on that account.
In college days this happened to a friend. He never did get his money back. Best he could do was cancel the account in protest.
A similar situation has happened to me too with the ATM but it was resolved within a day of contact. I hope it goes well for you too.
You are doing great with your battles with debt! Wow, it’s amazing how little debt you have now compared to before!! Congrats!
You should check this article on contacting the executives when you have problems http://consumerist.com/2007/05/11/how-to-launch-an-executive-email-carpet-bomb/. My friend had title problems on his car for over a year. When he used the tips in this article he got it resolved within 48 hours. Hope that helps!
Ashley–thank you for this! This is great stuff!
What a ripoff. I wonder if this ATM was attached to a bank. If so I would have gone in to the bank and complained immediately and have them record the time of the transaction and the facts. If it was not attached to a bank, then maybe there is a lesson here to go to an ATM that is attached. This way you could have immediately complained and documented their “theft.”
It was connected to a bank branch but it was 6 am. I did get a temporary credit from my bank (USAA) while the issue is being investigated. I don’t use the ATMs that I are in convenience stores or just randomly placed. In addition to just being questionably located, those usually require that I exit my vehicle! 🙂
Sounds like you were very prudent and careful. What a mess for you. Hope it all works out!
I’ve experienced the same situation few years ago. I withdraw $100 from a nearby ATM, the money didn’t come out and the ATM gets offline, but when I checked my account it says transaction completed. I filed a dispute right away and it takes a couple of months for them to pay my $100. It might not be a huge amount but that’s really a hassle.
Not so long ago i was the one like you who lost his money the way you did. I haven’t got my back yet because bank says he has nothing to do with that. It’s all up to ATM Owner. I am stunned from this. People should be careful when they move out to get there cash from the ATMs. Make sure it’s working properly and people are getting cash at the moment. Feel good to read the post and hope it all goes well with you.
My husband is having the SAME issue right now with USAA and I’m wondering what the outcome was of yours? He got the temporary credit and now they’re saying the vendor provided sufficient data that proved the money did come out and USAA is going to take the money back out!!
Same…the atm dispensed NOTHING..on the 14 of Dec… now here it is on the 27th of December. 100 percent disabled veteran.. on strict budget…no food ..no christmas for my kids. I Will be dropping this racket as my bank..home insurance..and auto…As I no longer trust them with my money…