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-   -   But the money didn't come out... (http://www.playa.info/playa-del-carmen-forum/77072-but-money-didnt-come-out.html)

beam-eye 09-07-2017 09:01 AM

But the money didn't come out...
 
The middle of the 3 ATMs at Scotiabank at Constituyentes and Av. 10 completed my B of A ATM card transaction for 1000 pesos, and the screen said 'take your money" - but no money came out. Instead, I got a strip of paper dispensed from the cash slot, same width as a receipt but about twice as long, saying "1st OK" (in English).

But it wasn't OK, so I sent someone inside to get the ATM guy. After a 10 minute wait, he came out and said (typically) "it's a problem with your bank". So I tried again for 100 pesos, no problem, then 900, again no problem, but the balance inquiry showed a debit of 1000 pesos from my account 10 minutes earlier. So I went inside to talk to the bank manager ("Pablo"), who said "no problem - your bank will reimburse you after 10:30 tonight" (I asked him to write that out on the back of the "1st OK" slip, and he did). So I asked how my bank would know whether the money was dispensed - again, "no problem, it's automatic". What's automatic? A sensor at the cash slot monitors the cash delivery (or failure to deliver).

So I called B of A international help desk, got a quick answer, but had to be transferred to another dept for help with 'no-cash-dispensed-from-the- machine' problems, and was on hold until the 2 peso per minute charge reached 100 pesos (50 minutes) with no connection to the 'no-cash- dispensed-from-the-machine' dept, although I got a lot of the "would you mind holding another few minutes?" check-backs to prove there really was a warm body on the other end of the line. Finally I did mind, and said so, asking her to repeat back to me what she wrote on her encounter screen so I can at least prove I called.

Another balance inquiry this morning shows no change - the 1000 peso 'withdrawal' still showed on my account balance. Does anybody here work in a bank and know anything about ATM glitches and automatic sensors to confirm cash was not dispensed? Thanks a thousand!

roni 09-07-2017 09:06 AM

Quote:

Originally Posted by beam-eye (Post 2192817)
The middle of the 3 ATMs at Scotiabank at Constituyentes and Av. 10 completed my B of A ATM card transaction for 1000 pesos, and the screen said 'take your money" - but no money came out. Instead, I got a strip of paper dispensed from the cash slot, same width as a receipt but about twice as long, saying "1st OK" (in English).

But it wasn't OK, so I sent someone inside to get the ATM guy. After a 10 minute wait, he came out and said (typically) "it's a problem with your bank". So I tried again for 100 pesos, no problem, then 900, again no problem, but the balance inquiry showed a debit of 1000 pesos from my account 10 minutes earlier. So I went inside to talk to the bank manager ("Pablo"), who said "no problem - your bank will reimburse you after 10:30 tonight" (I asked him to write that out on the back of the "1st OK" slip, and he did). So I asked how my bank would know whether the money was dispensed - again, "no problem, it's automatic". What's automatic? A sensor at the cash slot monitors the cash delivery (or failure to deliver).

So I called B of A international help desk, got a quick answer, but had to be transferred to another dept for help with 'no-cash-dispensed-from-the- machine' problems, and was on hold until the 2 peso per minute charge reached 100 pesos (50 minutes) with no connection to the 'no-cash- dispensed-from-the-machine' dept, although I got a lot of the "would you mind holding another few minutes?" check-backs to prove there really was a warm body on the other end of the line. Finally I did mind, and said so, asking her to repeat back to me what she wrote on her encounter screen so I can at least prove I called.

Another balance inquiry this morning shows no change - the 1000 peso 'withdrawal' still showed on my account balance. Does anybody here work in a bank and know anything about ATM glitches and automatic sensors to confirm cash was not dispensed? Thanks a thousand!

I know that three times in Merida (in three years) money was not dispensed and the next day was back in my account.

beam-eye 09-07-2017 09:17 AM

Quote:

Originally Posted by roni (Post 2192819)
I know that three times in Merida (in three years) money was not dispensed and the next day was back in my account.

Ahhh. Thanks, Roni - comforting news. I'll wait a bit, see what happens.

canadiense loco 09-07-2017 09:33 AM

I had the same thing happen with a 4000 peso transaction through HSBC.
I had my bank back in Canada investigate it for me and was told that HSBC said there audit of the machine was normal so I was basically out of luck. Fortunately about 4 months later while speaking to my bank about another issue I brought up this situation with her and after sending my bank receipt she refunded my account just like that. :)

rob mackay 09-07-2017 09:39 AM

yes ive had an atm shoot blanks before, and never an issue with scotiabank atms.....

beam-eye 09-07-2017 02:06 PM

Got through (by transfer) to the B of A 'no-cash-dispensed-from-the-ATM desk'. Problem explained, credit for total amount given on the spot, subject to investigation of the circumstances. All's well that ends well - but he didn't know what "1st OK" means, or whether ATMs actually have a sensor to confirm the cash was actually dispensed, or not dispensed, as here (I suspect they do have - seems like such a simple solution to what must be a common problem, and therefore common grounds for a scam or two).

roni 09-07-2017 02:22 PM

Good for you. For 1,000 pesos, I probably would have written it off as not worth the aggravation.

DrewJones 09-07-2017 03:10 PM

Quote:

Originally Posted by beam-eye (Post 2192861)
Got through (by transfer) to the B of A 'no-cash-dispensed-from-the-ATM desk'. Problem explained, credit for total amount given on the spot, subject to investigation of the circumstances. All's well that ends well - but he didn't know what "1st OK" means, or whether ATMs actually have a sensor to confirm the cash was actually dispensed, or not dispensed, as here (I suspect they do have - seems like such a simple solution to what must be a common problem, and therefore common grounds for a scam or two).



I had a very similar experience a couple years ago. It was Scotia Bank (by the ADO on 5th). Bank employee said I had to contact my bank. My bank credited it within a day and said it's a "temporary credit pending investigation". A few weeks later I get a message saying all was confirmed.


I got the sense from the Scotia Bank employee that this wasn't the first time this had occurred at that ATM.

roni 09-07-2017 03:11 PM

Quote:

Originally Posted by DrewJones (Post 2192874)
I had a very similar experience a couple years ago. It was Scotia Bank (by the ADO on 5th). Bank employee said I had to contact my bank. My bank credited it within a day and said it's a "temporary credit pending investigation". A few weeks later I get a message saying all was confirmed.


I got the sense from the Scotia Bank employee that this wasn't the first time this had occurred at that ATM.

Mine have been at HSBC and Banamex in Merida.

cabodan 09-08-2017 08:40 AM

Those darn stand alone ATMS!

Babaloo 09-08-2017 11:03 AM

Quote:

Originally Posted by cabodan (Post 2192962)
Those darn stand alone ATMS!

No one mentioned stand alone ATMs.
Your point?

PlayadelSolDos 09-08-2017 11:18 AM

Quote:

Originally Posted by Babaloo (Post 2192993)
No one mentioned stand alone ATMs.
Your point?

Not only was there no mention of "stand-alone", beam-eye was actually quite specific

Quote:

The middle of the 3 ATMs at Scotiabank at Constituyentes and Av. 10 completed my B of A ATM card transaction for 1000 pesos, and the screen said 'take your money" - but no money came out. Instead, I got a strip of paper dispensed from the cash slot, same width as a receipt but about twice as long, saying "1st OK" (in English).


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