Questions of Cash: An ATM refused my cash request, but my account was still debited
Friday 12 July 2013
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: email@example.com
Tax change lays foundation for self-build boom in UK
Dirty tricks in a divorce can cause some nasty surprises
Simon Read: Frozen in time - the expat British pensioners who deserve a better deal
Pension firms must ask consumers more questions, says City Watchdog
Number of serially under-performing investment funds has increased by a fifth, survey reveals
- 1 Saudi preacher who 'raped and tortured' his five -year-old daughter to death is released after paying 'blood money'
- 2 Michelle Obama highlights harsh restrictions faced by Saudi women after meeting King Salman without wearing a headscarf
- 3 Amal Clooney gives excellent answer to fashion question at European Court of Human Rights
- 4 A bottle of wine a day is not bad for you and abstaining is worse than drinking, scientist claims
- 5 Isis publicly behead man in Syrian town square for 'insulting Allah' as he screams for help
'We would evict Queen from Buckingham Palace and allocate her council house,' say Greens
9 reasons Greece's experiment with the radical left is doomed to failure
Greece elections: Syriza and EU on collision course after election win for left-wing party
British Muslim school children suffering a backlash of abuse following Paris attacks
British grandmother Lindsay Sandiford faces execution by firing squad in Indonesia
Liberal Democrat minister defends comments suggesting immigration causes pub closures
iJobs Money & Business
£23000 - £26000 per annum + Benefits: Ashdown Group: Market Research Executive...
£25000 - £35000 per annum: Recruitment Genius: A Technical Report Writer is re...
Competitive salary & benefits!: MBDA UK Ltd: MBDA UK LTD Indirect Procurement...
£16500 - £16640 per annum: Recruitment Genius: This fast growing Finance compa...
Day In a Page
Hibernate during winter and make your living during the summer at this busy guesthouse with panoramic sea views, in the village of Lynton
A four-bedroom penthouse next to the Tate with direct views of St Paul's from two floors of luxurious living space
A four-bedroom detached home surrounded by spacious gardens and woodland, close to New Pudsey
An 18th-century, three-bedroom home near Langstone Harbour built from ships beams with vaulted ceilings and wood burning stoves
A five-bedroom semi-detached home with a mix of period and modern features in a popular and convenient location
This five-bedroom red-brick beauty overlooks the village green and sits in just under two acres of land
A three-bedroom villa with self-contained flat, minutes from Lake Windermere
A deceptively spacious, beautifully presented Georgian home with 3000sq ft of living space and five reception rooms
A five-bedroom Victorian home with four receptions, superb gardens and paddock in Pembury
An eight-bedroom house on the south side of the The Green with cinema, wine cellars and summer house
This 17th century beauty is full of rustic cosiness, while the detached home office means you can also run a business
Four exclusive apartments in a Grade II-listed former medical school with 2,275 sq ft of living space and 18ft ceilings
A five-bedroom terraced house on the popular Peterborough Estate, ideally located for both Eel Brook Common and South Park
A state-of-the-art farm-building conversion on the former Cliveden Estate, with 11,420sq ft of internal space, cinema and wine cellar
A three-bedroom, 15th-century cottage with original features in the picturesque village of Sissinghurst
A six-bedroom terraced house with large south-facing roof terrace, cinema room and wine cellar
A new seven-bedroom home built in Queen Anne-style with swimming pool and parkland views in Mortimer
A listed, four-bedroom farmhouse in the rural hamlet of Rushall with detached barn, four acres of gardens and paddocks
A first-floor flat with two bedrooms, a spacious reception room and communal grounds in a leafy part of London
A three-bedroom flat with a spacious rootop terrace and balcony, accessed from a private gated courtyard
A Grade II-listed pile with six bedrooms, stables and 39 acres of grounds in Standlake
A two-bedroom flat with boutique hotel-style interiors, close to the foodie haunt of West End Lane
A two-bedroom flat in a beautiful old vicarage, with many original features, close to the city centre
A three-bedroom 16th-century home with an aga kitchen, private gardens and heated outdoor pool, in Hadleigh
A three-bedrom home in sought-after Queen's Gate Mews, with Italian marble-finished bathrooms
Surrounded by glorious countryside in the village of Udimore, sits this impressive four-kiln oast and barn conversion
A five-bedroom house in the picturesque village of Kettlewell, north Yorkshire
An 18th-century former coaching inn with original staircase, open fireplaces and beams throughout
A Grade II-listed Georgian town house with three bedrooms and a south-facing courtyard, near Arundel Castle
Feel on top of the world at this über chic penthouse on the 37th floor of one of Europe’s tallest blocks.
A Grade II-listed Victorian villa with six bedrooms and two further cottages, all with spectacular sea views
A grade II-listed, Georgian cottage with mature 50ft garden, perfect for summer entertaining
A magnificent Georgian pile with turrets, seven bedrooms, a heated pool and four acres of gardens
Fairoak Farm has five bedroom suites, gym, outdoor swimming pool and golf course
Chic two-bedroom river-fronted flat with a private lift that delivers you directly to your home
A spectacular seven-bedroom Tudor pile, once owned by Henry VIII, with 18 acres of land
A seven-bedroom Georgian property previously used as a picturesque wedding venue
A split-level flat in a church conversion with two en suite bedrooms and 1,200sq ft of living space
A three-bedroom bungalow situated behind an impressive stone wall, £645,000
Windsor Castle overlooks this three-bedroom Victorian cottage located on one of Windsor's smartest roads
Chapel House is a former vicarage with nine bedrooms in the beautiful Upper Wye Valley
A five-bedroom B&B and separate owner's accomodation with potential for conversion
Enjoy summer by the Thames in this two double-bedroom converted warehouse in Rotherhithe village