Questions of Cash: An ATM refused my cash request, but my account was still debited


Q. I tried to withdraw £300 from a Sainsbury’s ATM in Southport in March last year. My Barclays’ account had enough funds for the transaction, but the display indicated I could only withdraw £200. A screen message said the “request cannot be completed, transaction terminated” and my card was returned. The machine then reverted to stand-by mode. I waited for a short time, but nothing else happened.

Rather than try again I went to the local Barclays Bank branch and withdrew the £300 from its ATM without problem. When I checked my account at the end of the month I found there were two debits on the same day within minutes, each for £300. Barclays refused to accept my explanation. I took this to the Financial Ombudsman, who ruled in Barclays’ favour. PD, Liverpool.

A. This column will not usually take up complaints that have gone to the Financial Ombudsman and been adjudicated upon. However, on this occasion we decided to check with Sainsbury’s, just in case. The good news is that the store has located your £300. A customer handed in the money, which was found in the unattended ATM, after Barclays made its inquiry to Sainsbury’s on your behalf. Staff have been holding this for over a year, waiting for it to be claimed.

You have now gone to the store and obtained the £300 in cash. As a gesture of goodwill, Sainsbury’s has also posted to you a £50 voucher to spend in its shops.

Q. I decided in March to transfer my Yorkshire Building Society cash ISA into funds I hold with investment trust manager Baillie Gifford. I used Baillie Gifford’s funds transfer form, which I posted to Yorkshire BS on 25 March. I expected the transfer to be completed within 30 days. On 1 May, I received a letter from Baillie Gifford saying that despite two attempts by it, the building society had refused to go ahead with the transfer.

It initially claimed that the form did not contain any of the customer details. A second attempt was rejected on the basis that it did not contain my full name, full address, date of birth and national insurance number. Baillie Gifford tells me its transfer form has been used successfully for several years without problem. On 2 May, I phoned Yorkshire BS and it denied that a transfer request had been made. The next day I established what information the society required and asked Baillie Gifford to resend the information.

I phoned Yorkshire BS again on 17 May to check on progress and was told there was no record of a request being made on 3 May by Baillie Gifford. It was then agreed that Baillie Gifford would send a fax to Yorkshire BS, which they did. However, Yorkshire BS said it did not receive it. Baillie Gifford then resent directly to customer services. It was received and the transfer went ahead on 24 May.

I lost about £760 in loss of fund value because of this. I complained to Yorkshire BS, which rejected my case saying the Baillie Gifford transfer form was not HMRC compliant. Baillie Gifford insists it is. NS, by email.

A. You were making a transfer from a cash ISA into a stocks and shares ISA, which is less common than transferring from one cash ISA to another with a different provider. HMRC’s requirements in respect of money laundering controls for transfers between cash ISAs are different from those for transfers between stocks and shares ISAs.

Information requirements are more onerous for transferring cash ISAs than they are for transferring stocks and shares ISAs. Baillie Gifford provided a pro forma for use for transfers into stocks and shares ISAs, whereas Yorkshire Building Society required the same level of detail as if the transfer was between cash ISAs. Baillie Gifford insists that the form it uses is consistent with HMRC requirements for a transfer into a stocks and shares ISA. Yorkshire BS insists it has the right to ask for further information to satisfy itself above the level required by law.

A spokesman for the building society says: “ISA providers must be satisfied that all transfer requests, whether relating to cash ISAs or stocks and shares ISAs, are valid and genuine. While other providers may accept Baillie Gifford’s stocks and shares ISA transfer form, we ask for fuller information, such as national insurance number, date of birth and customer address, to be provided. We take our responsibility to protect our members’ funds very seriously and consider this level of information an important part of our duty to prevent fraud and money laundering.”

Although it says it did nothing wrong, Yorkshire BS is sending you a payment of £291.49, which represents your loss through the transfer not being completed within the statutory requirement of 30 days. You have reluctantly accepted this.

Q. My partner made a mobile call of three or four minutes and then hung up. Yet O2 charged nearly £100 for the call. We took this up with O2, which stated the charge was correct. We told them my partner had hung up on the call. We have tried to get them to prove the call lasted as long as they say it did but are still waiting for them to do so – and that was weeks ago. MS, Essex.

A. O2 has checked its records, which confirm that your husband failed to properly disconnect the call. As the call was made to a landline, it can only be disconnected by the caller, not the recipient. The call was logged as being made on 18 January and lasted 10 hours and 56 minutes. The charge – which was in fact £144.59 – was therefore correct, according to O2’s records. However, O2 accepts that it failed to handle your husband’s inquiry correctly and as a goodwill gesture it has cancelled the charge and is crediting your husband’s account with the £144.59, plus VAT.

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we’ll do our best to help. Please email us at:

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

Arts and Entertainment
The Doctor and the Dalek meet
tvReview: Doctor Who Into the Dalek more than compensated for last week's nonsensical offering
Arts and Entertainment
Diego Costa
footballEverton 3 Chelsea 6: Diego Costa double has manager purring
Life and Style
3D printed bump keys can access almost any lock
gadgets + techSoftware needs photo of lock and not much more
Arts and Entertainment
Inside the gallery at Frederick Bremer School in Walthamstow
tvSimon Usborne goes behind the scenes to watch the latest series
Life and Style
Silvia says of her famous creation: 'I never stopped wearing it. Because I like to wear things when they are off the radar'
fashionThe fashion house celebrated fifteen years of the punchy pouch with a weighty tome
Arts and Entertainment
Gregg Wallace in Summer's Supermarket Secrets
tv All of this year's 15 contestants have now been named
i100Steve Carell selling chicken, Tina Fey selling saving accounts and Steve Colbert selling, um...
Life and Style
A picture taken on January 12, 2011 shows sex shops at the Paris district of Pigalle.
newsThe industry's trade body issued the moratorium on Friday
Arts and Entertainment
Could we see Iain back in the Bake Off tent next week?
tv Contestant teased Newsnight viewers on potential reappearance
The slice of Prince Charles and Princess Diana's wedding cake and the original box from 29 July 1981
newsPiece of Charles and Diana's wedding cake sold at auction in US
The Ukip leader has consistently refused to be drawn on where he would mount an attempt to secure a parliamentary seat
voicesNigel Farage: Those who predicted we would lose momentum heading into the 2015 election are going to have to think again
Arts and Entertainment
Cara Delevingne made her acting debut in Anna Karenina in 2012
film Cara Delevingne 'in talks' to star in Zoolander sequel
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Law Costs

    Highly Attractive Salary: Austen Lloyd: BRISTOL - This is a very unusual law c...

    Network Engineer (CCNP, CCNA, Linux, OSPF, BGP, Multicast, WAN)

    £35000 per annum: Harrington Starr: Network Engineer (CCNP, CCNA, Linux, OSPF,...

    DevOps Engineer (Systems Administration, Linux, Shell, Bash)

    £50000 per annum: Harrington Starr: DevOps Engineer (Systems Administration, L...

    Data Scientist (SQL, PHP, RSPSS, CPLEX, SARS, AI) - London

    £60000 - £70000 per annum: Harrington Starr: A prestigious leading professiona...

    Day In a Page

    Doctor Who Into the Dalek review: A classic sci-fi adventure with all the spectacle of a blockbuster

    A fresh take on an old foe

    Doctor Who Into the Dalek more than compensated for last week's nonsensical offering
    Aston Villa vs Hull match preview: Villa were not surprised that Ron Vlaar was a World Cup star

    Villa were not surprised that Vlaar was a World Cup star

    Andi Weimann reveals just how good his Dutch teammate really is
    The Last Word: Tumbleweed through deserted stands and suites at Wembley

    The Last Word: Tumbleweed through deserted stands and suites at Wembley

    If supporters begin to close bank accounts, switch broadband suppliers or shun satellite sales, their voices will be heard. It’s time for revolution
    Ukraine crisis: The phoney war is over as Russian troops and armour pour across the border

    The phoney war is over

    Russian troops and armour pour into Ukraine
    Potatoes could be off the menu as crop pests threaten UK

    Potatoes could be off the menu as crop pests threaten UK

    The world’s entire food system is under attack - and Britain is most at risk, according to a new study
    Gangnam smile: why the Chinese are flocking to South Korea to buy a new face

    Gangnam smile: why the Chinese are flocking to South Korea to buy a new face

    Seoul's plastic surgery industry is booming thanks to the popularity of the K-Pop look
    From Mozart to Orson Welles: Creative geniuses who peaked too soon

    Creative geniuses who peaked too soon

    After the death of Sandy Wilson, 90, who wrote his only hit musical in his twenties, John Walsh wonders what it's like to peak too soon and go on to live a life more ordinary
    Caught in the crossfire of a cyber Cold War

    Caught in the crossfire of a cyber Cold War

    Fears are mounting that Vladimir Putin has instructed hackers to target banks like JP Morgan
    Salomé's feminine wiles have inspired writers, painters and musicians for 2,000 years

    Salomé: A head for seduction

    Salomé's feminine wiles have inspired writers, painters and musicians for 2,000 years. Now audiences can meet the Biblical femme fatale in two new stage and screen projects
    From Bram Stoker to Stanley Kubrick, the British Library's latest exhibition celebrates all things Gothic

    British Library celebrates all things Gothic

    Forthcoming exhibition Terror and Wonder: The Gothic Imagination will be the UK's largest ever celebration of Gothic literature
    The Hard Rock Café's owners are embroiled in a bitter legal dispute - but is the restaurant chain worth fighting for?

    Is the Hard Rock Café worth fighting for?

    The restaurant chain's owners are currently embroiled in a bitter legal dispute
    Caribbean cuisine is becoming increasingly popular in the UK ... and there's more to it than jerk chicken at carnival

    In search of Caribbean soul food

    Caribbean cuisine is becoming increasingly popular in the UK ... and there's more to it than jerk chicken at carnival
    11 best face powders

    11 best face powders

    Sweep away shiny skin with our pick of the best pressed and loose powder bases
    England vs Norway: Roy Hodgson's hands tied by exploding top flight

    Roy Hodgson's hands tied by exploding top flight

    Lack of Englishmen at leading Premier League clubs leaves manager hamstrung
    Angel Di Maria and Cristiano Ronaldo: A tale of two Manchester United No 7s

    Di Maria and Ronaldo: A tale of two Manchester United No 7s

    They both inherited the iconic shirt at Old Trafford, but the £59.7m new boy is joining a club in a very different state