ATM horrors

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Frank MaltGuest05 January 2015 09:26:56

214245

I use an HSBC ATM near my house all the time without problems, Until now.
On 31/12/14 in the evening my usual withdrawal was normal until the end, when it finished, it instructed me to take my card to end the transaction which it gave back but no cash was dispensed. The screen then flashed a message informing me that my card was being with held. (????) It already gave me my card back. WTF ??
The machine then proceeded to restart windows 7, so I waited until it finished and when it did, an "OUT OF SERVICE" message was on the screen. No cash was ever dispersed.

I went home and looked at my account on line and sure enough the amount I wanted to withdraw, was subtracted from my account, plus a service fee to add insult to injury. I contacted my bank in Canada and made them aware of this and was instructed to contact the HSBC office in Saigon.
Today when we visited the HSBC in Q1, the adventure began, forms to fill out, suspicious looks, strange questions, and then the clincher..... "We will call you in a week and if our machine has a surplus of the amount you are missing, then we will return it to you in 2.5 months".
It was just under six million Dong and I can just predict that it will be a nightmare to get back.

Frank Malt Guest

Frank MaltGuest05 January 2015 09:56:25

214245

What else do expect from HSBC?

Their computer systems for the WHOLE WORLD are located in New Jersey. And that's where the ATMs are controlled from.

The branch that looks after this ATM gets a report from the machine and there will be an imbalance in the money cassettes.

But the refund instruction / authorization comes from New Jersey. Raise hell with HSBC Canada and tell them you want them to pay interest AND expedite the refund or you will file complaints with the banking ombudsman.

The Customer Satisfaction Department e-mail address is on their web site. The woman's name is Marie.

Frank Malt Guest

Frank MaltGuest05 January 2015 10:08:06

214245

It was Scotia Bank Canada.
They said they can help me if no one here can, but it will be a hassle.

hs0zfe Serial expat

Member since 08 September 2014

hs0zfeSerial expat05 January 2015 13:15:53

234

YMMV. Had the same happen to me in Hong Kong at a Standard Chartered ATM an hour before m wedding ceremony. (Needed cash to pay the 2 witnesses).

Had a 4-digit PIN and they have 6-digit PINs in HKG.

BTW, Vietin Bank's ancient NCR ATMs have a 2 M limit. BIDV Cam Pha now has a 5 M limit at their head office. And when I asked to withdraw cash inside, with IDs, they denied that they have a credit card reader. Mmm,

2.5 months is outrageous! Raise hell and demand the video footage as well.(That helped me when I didn't get the full amount from a cashier at a Thai bank. The teller had pushed a certain amount out of sight... The video evidence must have been compelling. Got the money without delay the following day)

Good luck!

jameskeep Active member

Member since 04 June 2013

jameskeepActive member05 January 2015 17:58:37

I was once with HSBC and never again I have switched to my account here with ANZ and only use ANZ ATM machines. I once had a similar problem with the ANZ but they were a lot quicker than a couple of months. It was resolved and the money returned to my account in week.

Frank Malt Guest

Frank MaltGuest05 January 2015 19:12:36

214245

Frank Malt wrote:
It was Scotia Bank Canada.
They said they can help me if no one here can, but it will be a hassle.

Even worse. You still get to deal with HSBC!

Start shooting those e-mails off fast and furious - and copy Customer 'Service' HSBC in Vancouver.

I acquired a list of Canadian bank CEO's e-mail addresses - but it's a year out of date, but I will have one of my search staff see what she can find.

P.S. Many ATMs are still running Windows XP!

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