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
Independent Partners; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk
The best deals on personal loans: Peer-to-peer providers are more competitive for smaller sums
Buying property overseas? Check out these hotspots
China stock collapse: Five things you need to know about 'Black Monday'
My Tinder date asked for a refund when I declined a second meet up
The most expensive cities in the world 2015
- 1 A daily walk 'can add seven years to your life'
- 2 Rules on 5p plastic bags likely to lead to arguments at the check-out
- 3 Chrissie Hynde says women who 'wear high heels and dress provocatively entice rapists'
- 4 Blood Moon and Supermoon: September to bring brightest – and dimmest – full Moon of the year on same night
- 5 News agency criticised for describing Amal Clooney as 'actor's wife' in coverage of human rights trial
Climate change: 2015 will be the hottest year on record 'by a mile', experts say
'Women only' train carriages: Jeremy Corbyn unveils radical move to tackle public harassment
Black holes are a passage to another universe, says Stephen Hawking
Tony Blair attacks Jeremy Corbyn's 'Alice In Wonderland' politics
Theresa May says migrants should be banned from entering the UK unless they have jobs lined up
Iain Duncan Smith 'should resign over disability benefit death figures', says Jeremy Corbyn
iJobs Money & Business
£25000 - £30000 per annum: Recruitment Genius: From modest beginnings the comp...
£35000 - £40000 per annum: Recruitment Genius: From modest beginnings the comp...
£15000 - £65000 per annum: Recruitment Genius: This is an exciting opportunity...
£18000 - £20000 per annum: Recruitment Genius: This is a fantastic opportunity...
Day In a Page
In a sandbanks location, moments from the beach, this three-bedroom apartment has a large open-plan living area and a south-west facing balcony.
This four-bedroom home has an annexe accessed from the side of the house, with potential for improvement and conversion subject to the necessary permissions.
In the heart of the hamlet of Wardley, this five-bedroom period home offers countryside views and a stylish interior, with original features and open fireplaces.
Offering countryside views and landscaped gardens, this three-bedroom Grade II-listed lodge has a spacious conservatory and a large cellar that could serve as a workshop.
Set in approximately 1.5 acres, this four-bedroom home comes with a second, detached property that's currently used as an annexe.
In the hamlet of Newchurch, this former parish church is now a four-bedroom home complete with clock tower and eyrie.
Offering scenic views from a large balcony and sun terrace, this four-bedroom home has a wraparound garden and a heated swimming pool.
Offering views across the Humber and East Yorkshire Wolds from a glass panelled balcony, this four-bedroom barn-style home befits a life of leisure.
This four-bedroom home offers versatile accommodation with annexe potential; features include a hot tub, sauna and Norwegian BBQ hut.
Well-located for schools, colleges and the town centre, this contemporary thatched cottage offers flexible living space with six bedrooms.
Built in 1907, this four-bedroom Edwardian period home has been refurbished by the current owners, retaining many original period features.
Surrounded by landscaped gardens, this five-bedroom home offers living space across three floors.
This lovely country home in Burnham Market is currently run as a popular holiday cottage, with five en suite bedrooms and colourful gardens.
This three-bedroom 17th-century former village bakery is just a few miles from the East Sussex coast.
Set on a landscaped plot, this light and airy four-bedroom home comes with a log burner in the lounge, a fitted kitchen and an open-plan ground-floor layout.
Set sail for this four-bedroom farmhouse in Cowes. With five acres of land and an indoor pool, this home oozes character. There is even potential to let a one-bedroom annexe.
Built on a former chapel site, this impressive four-bedroom home boasts balconies, stunning views and contemporary modern living.
This three-bedroom house is situated in a quiet mews and set over three floors. Features include glazed staircases and high ceilings.
A period townhouse set over four floors, this five-bedroom home was built in the 18th Century and retains many original features.
With five bedrooms, this spacious home offers beautiful gardens and modern interiors - set within the popular market town of Bingley.
A few miles from the seaside at Perranporth, this four-bedroom farmhouse sits amongst nine acres of idyllic grounds - including a lake and two barns used as holiday lets.
In the pretty market town of Bungay, this grade II-listed Mill House is arranged over four floors, offering four bedrooms and three reception areas.
This first-floor flat comes with two bedrooms, an impressive open-plan reception room and two lovely roof terraces.
This five-bedroom home comes with a range of outbuildings including a large barn which could be converted into a self-contained granny-flat or rental.
Moored at Taggs Island and reached via a pretty garden, this two-bedroom houseboat has a vaulted reception room and skylit garden studio - currently a beauty salon.
On the edge of the city, this six-bedroom home comes with an outdoor swimming pool and a large garage block that has annexe potential.
A contemporary house spread over three storeys, this three-bedroom detached home has large sliding doors that open out to the River Quaggy.
Moored in Chelsea's Cheyne Walk, this houseboat offers two double bedrooms and a teak deck that's ideal for al-fresco dining.
This former village bakery, dating back to the 17th century, is now a three-bedroom detached home just a few miles from the East Sussex coast.
On the picturesque Isle of Man, this four-bedroom character home has a ground-floor shop that's currently run as a newsagents and a flat that would make an ideal holiday let.
In a new collection of flats, this first-floor two-bedroom apartment offers ample entertaining space and a prime view of Furze Green from a private balcony.
This three-bedroom stone-built cottage currently trades as the village store with a restaurant in the annexe and family accommodation on the upper floors.
Previously two semi-detached properties, this five-bedroom home is spread over three floors with a large breakfast kitchen, orangery, office and gym on the second floor.
This five-bedroom home enjoys countryside views over the Blyth estuary to Southwold, offering flexible living space with a ground-floor annexe - ideal for use as a holiday let.
Close to the market town of Eye, this four-bedroom detached home offers a double-height living room which takes the place of the original, 19th-century, chapel nave.
Dating back to the 19th century, this four-bedroom home needs modernising. Spanning three storeys, the red-brick house has a fireplace, a small terrace and a cellar.
Just outside of Cambridge, this single-storey home offers three double bedrooms, a living room with vaulted timber ceiling and ladder steps that lead to a mezzanine study area.
This six-bedroom Georgian home is on three floors with open fireplaces, a two oven Aga, an annexe, and cottage gardens with outbuildings and a car barn.
A former coach house, Glebe Farm Stable is now a three-bedroom cottage with a double car barn, an attached office, kennels and an outbuilding that's currently used as a gym.
Located beside an impressive Victorian viaduct, this four-bedroom home has an open-plan living area that is glazed on two sides, with skylights and high ceilings.
A former furniture workshop, this three-bedroom home has high ceilings and painted brick walls, in a village setting only fifteen miles from the coast.
This five-bedroom stone townhouse features a pine staircase and an Inglenuk fireplace, double doors from the lounge give access to an enclosed courtyard.
This five-bedroom, detached home blends traditional and modern design; the sleek kitchen features a gas hob and oven set within an exposed chimney breast.
Capitalise on the fabulous views of Trevone Bay by taking two homes and creating one spacious boutique B&B. Just a cliff-top walk from Padstow.
Surrounded by woodland, this five-bedroom manor house has plenty of outdoor storage space in the form of three converted loose boxes, two smaller outhouses and a woodstore.
This six-bedroom home is set amongst three acres of grounds. Currently a large family home, Clift Hill has potential to make a B&B or countryside retreat, subject to change of use permissions.
This Grade II-listed three-bedroom home is situated on a private road, just a short walk from the sandy beaches of Frinton-on-Sea.
Less than five miles from Malmesbury, this four-bedroom cottage comes with equestrian facilities and gardens that extend to approximately three acres.
Spanning three storeys, this late-Victorian five-bedroom farmhouse is a spacious family home with a modern interior and B&B potential.
With an original church arch, this triplex one-bedroom church conversion has a light, spacious, feel and comes with a secure off-street parking space.