ATM ate my card bank wants me to foot the bill for a new one

stevek93

Hi all,

My card has been eaten by an ATM in spar this afternoon, I phoned the bank to ask them what the story was and was told there was no problem with your card or account it must have been the ATM's fault. They then proceeded to ask will I issue a new one and I said yes I was then told there would be a five euro charge as "it's not their atm not their problem"

There is no branding on the atm it is covered in spar stickers the manager in the shop doesn't know who owns it he gave me a number but it's just ringing out probably cause it's a Saturday. Surely I shouldn't be liable for a footing the bill for a new card? I told them no I won't be paying it and was told no card for you. Surely this isn't right?

Liamario

stevek93 wrote: »

Hi all,

My card has been eaten by an ATM in spar this afternoon, I phoned the bank to ask them what the story was and was told there was no problem with your card or account it must have been the ATM's fault. They then proceeded to ask will I issue a new one and I said yes I was then told there would be a five euro charge as "it's not their atm not their problem"

There is no branding on the atm it is covered in spar stickers the manager in the shop doesn't know who owns it he gave me a number but it's just ringing out probably cause it's a Saturday. Surely I shouldn't be liable for a footing the bill for a new card? I told them no I won't be paying it and was told no card for you. Surely this isn't right?

Your bank really shouldn't charge you, but they're entitled to do so I'm afraid. If it was their ATM, you'd have some ground to stand on.

caviardreams

That's poor from the bank imo - which bank was it?

stevek93

caviardreams wrote: »

That's poor from the bank imo - which bank was it?

Permanent TSB

BuffyBot

Most of the banks introduced card replacement fees a few years back for lost cards etc.

People can be rather careless with them, intentionally so sometimes. They cost money to produce, so they incentivised people to take care of them.

PTSB may charge irrespective of what happened to the card, so check their terms and conditiobs. I'd imagine the staff wouldn't have much leeway to waive the fee, but it seems odd in a "no fault" situation to charge.

TopTec

In my case Ulster didn't charge. Lost card, reported and replaced within 48 hours.

TT

VincePP

caviardreams wrote: »

That's poor from the bank imo - which bank was it?

Why? - Its no fault of the bank

And at a fiver, its a reasonable small charge and probably costing the bank more to process the cancellation, create a new card and have it delivered to customer.

A quick Google suggests that Bank of Ireland supply most Spar atm machines.

DopeTech

BWG owe you a fiver.

http://www.checkout.ie/bwg-group-unveils-brand-atm-banking-service/30099

ANXIOUS

Call back up and just say that the card is damaged and won't work at the till they'll issue a new one for free.

P. Breathnach

FrostyJim wrote: »

BWG owe you a fiver.

http://www.checkout.ie/bwg-group-unveils-brand-atm-banking-service/30099

More to the point, they owe OP his ATM card!

Boom_Bap

The cards get swallowed into a separate box on the ATM that doesn't require safe access. The person who has the key for the ATM will be able to retrieve it.

coylemj

TopTec wrote: »

In my case Ulster didn't charge. Lost card, reported and replaced within 48 hours.

TT

From looking at my bank statements , Ulster Bank seems to own or operate most of the ATMs in small convenience stores.

looksee

stevek93 wrote: »

Hi all,

My card has been eaten by an ATM in spar this afternoon, I phoned the bank to ask them what the story was and was told there was no problem with your card or account it must have been the ATM's fault. They then proceeded to ask will I issue a new one and I said yes I was then told there would be a five euro charge as "it's not their atm not their problem"

There is no branding on the atm it is covered in spar stickers the manager in the shop doesn't know who owns it he gave me a number but it's just ringing out probably cause it's a Saturday. Surely I shouldn't be liable for a footing the bill for a new card? I told them no I won't be paying it and was told no card for you. Surely this isn't right?

Really?

stevek93

looksee wrote: »

Really?

Yes really.

stevek93

FrostyJim wrote: »

BWG owe you a fiver.

http://www.checkout.ie/bwg-group-unveils-brand-atm-banking-service/30099

Thanks Ill give them a call tomorrow.

stevek93

ANXIOUS wrote: »

Call back up and just say that the card is damaged and won't work at the till they'll issue a new one for free.

Shouldn't have to lie but ill give it a shot thanks.

VincePP

stevek93 wrote: »

Shouldn't have to lie but ill give it a shot thanks.

Eh. You've already rang them and said a machine swallowed it. That's now noted.

Jesus, its a fiver.

As above, card is in the machine, ask the store to retrieve it. My guess is that the overall manager was not there at the time and you were speaking to a duty manager

Delta2113

http://compare.consumerhelp.ie/CurrentAccountDetail.aspx?i=414

It's not lost or stolen so you should not have to pay the €5. I would not let this drop. I would ring the competition and consumer protection commission if necessary.

If you check BOI on consumer help website they specifically say they still charge you if card gets damaged.

fineso.mom

I'd agree with above posters. Just go back to the shop with some id and asks them to get your card out of the machine. Same thing happened to me before and the owner just opened the machine and gave me my card. As far as I know its the shop that fills the machine with money (saves them having to go to bank to deposit), so they have keys to open the atm.

VincePP

Delta2113 wrote: »

http://compare.consumerhelp.ie/CurrentAccountDetail.aspx?i=414

It's not lost or stolen so you should not have to pay the €5. I would not let this drop. I would ring the competition and consumer protection commission if necessary.

If you check BOI on consumer help website they specifically say they still charge you if card gets damaged.

Are you actually serious?

Ring consumer protection over charge of a fiver that is probably written in t and c's the op agreed to and for something that was no fault of tge op's bank?

The machine in question is not owned or operated by the op's bank. The bank has said there was no issue with his account.

Responsibility lies with the owner of the specific machine.

Delta2113

VincePP -yes I'm very serious but if you want to give away €5 I could give you a list of charities.

PTSB are not entitled to charge on this situation as described by poster.

DMcL1971

The debit card is actually the property of the bank. It is issued to the account holder so that they can use it to take advantage of services that the bank provide. It is the card holders responsibility to keep the card safe.

As far as the bank is concerned the account holder has lost possession of the card. They will therefore deactivate the card. If the account holder wants a new one they will have to pay a fee of five Euro.

The bank do not own or control the ATM and therefore can't be held responsible. The card holder may be able to get the card back from the shop owner but if the card is already deactivated then they may still have to pay for a new card.

storker

DMcL1971 wrote: »

The bank do not own or control the ATM and therefore can't be held responsible.

The same applies equally to the customer.

IEG

Happened to me before as well with bank of ireland. The bank was trying to charge me a fiver too for replacement. I td them it wasnt my fault the card got sucked into the atm and i wasnt paying them. Got a new card for free

DMcL1971

storker wrote: »

The same applies equally to the customer.

True. But from the banks point of view they issued the card to the cardholder. How the cardholder came to lose control of the card is not their problem. If it were the banks ATM it would be a different story.

Hollister11

OP - It's not your or your banks fault. It's BOI's fault. So what i suggest is that you pay the €5, get your new card, and send BOI and invoice to reclaim your money.

stevek93

Hollister11 wrote: »

OP - It's not your or your banks fault. It's BOI's fault. So what i suggest is that you pay the €5, get your new card, and send BOI and invoice to reclaim your money.

Good idea how do I do that?

skippy2

Banks you got to love them.............Ask them nicely and if they try to charge you. Say thats fine can you please close my bank account, Now ................and withdraw all you cash there and then...............

whomitconcerns

OP...you aint got a leg to stand on....Its part of your charges for 3 years..pay up time or no card time. And before we get pedantic, it is lost to the OP...so its lost.

https://www.permanenttsb.ie/legal-information/notices/charge-for-replacement-of-cards/

stevek93

whomitconcerns wrote: »

OP...you aint got a leg to stand on....Its part of your charges for 3 years..pay up time or no card time. And before we get pedantic, it is lost to the OP...so its lost.

https://www.permanenttsb.ie/legal-information/notices/charge-for-replacement-of-cards/

Lost and stolen credit cards nothing about card been eaten in ATM's. Or does permanent tsb think the atm stole my card? :rolleyes:

DMcL1971

stevek93 wrote: »

Lost and stolen credit cards nothing about card been eaten in ATM's. Or does permanent tsb think the atm stole my card? :rolleyes:

You are right, at the moment your card is neither lost nor stolen. In fact you know exactly where it is and it is up to you to get it back. If you can't, then you can claim that it is now lost (you can't reach it) or that an ATM that PTSB does not own has eaten/stolen it. Either way it is still your responsibility to either get the card back or forget about it and get a new card.

I know it sucks because the card is gone and it is not your fault but you are the one being punished. Your best bet is to go to your branch and make your case to them in person. They may be a lot more receptive to you face to face than over the phone. They may even choose to waive the fee.

Delta2113

stevek93 -don't let this drop -don't pay the €5 - card was not lost or stolen.

If PTSB want to operate a policy like this then they would need to warn Customer's about using ATM's in shop's,garages etc. and they should inform consumerhelp website so it can update details.

This website as highlighted before explicity warn's BOI customer's that even if card is damaged they must pay charge for new card.

EBS provide one free replacement card per account holder per annum if required which is fair enough and no question's asked. Again this is highlightyed on website - consumerhelp.

RossieMan

Cards don't just get sucked in, did you forget it in the atm?

Go into a ptsb branch and they'll order a card for you for free. Some of the advice here is shocking. Consumer helpline. Get a fecking life.

fineso.mom

OP did you go back to the shop and ask for your card? Just talk to the manager. They might have already taken it out and kept it for you or even sent it back to whatever bank issued it.

whomitconcerns

RossieMan wrote: »

Cards don't just get sucked in, did you forget it in the atm?

Go into a ptsb branch and they'll order a card for you for free. Some of the advice here is shocking. Consumer helpline. Get a fecking life.

Some of the advice here is directly as per their website. But of course the op can try what they like to get it free, I would. Doesn't change the fact that it's a notified charge.

stevek93

RossieMan wrote: »

Cards don't just get sucked in, did you forget it in the atm?

Go into a ptsb branch and they'll order a card for you for free. Some of the advice here is shocking. Consumer helpline. Get a fecking life.

I put in my PIN it ONCE pressed accept or enter to withdraw money and ATM displayed "card captured" an issued a receipt .

stevek93

fineso.mom wrote: »

OP did you go back to the shop and ask for your card? Just talk to the manager. They might have already taken it out and kept it for you or even sent it back to whatever bank issued it.

Yes the manager in the shop does not want to take any liability whatsoever. Doesn't know who owns ATM doesn't have key to take out card yadda yadda yadda.

P. Breathnach

stevek93 wrote: »

Yes the manager in the shop does not want to take any liability whatsoever. Doesn't know who owns ATM doesn't have key to take out card yadda yadda yadda.

You say that the only identifying marks on the ATM were Spar labels. To my mind, that means that they are representing it as their machine. You are now in the situation where you input your PIN into their machine, and they now have your card. I'd raise hell over that.

Does your receipt indicate why the machine "captured" your card?

stevek93

P. Breathnach wrote: »

You say that the only identifying marks on the ATM were Spar labels. To my mind, that means that they are representing it as their machine. You are now in the situation where you input your PIN into their machine, and they now have your card. I'd raise hell over that.

Does your receipt indicate why the machine "captured" your card?

I have the receipt with card captured on it. I will go back down after work.

endacl

TopTec wrote: »

In my case Ulster didn't charge. Lost card, reported and replaced within 48 hours.

TT

Ulster said 'yes'?!?

:eek:

Kopparberg Strawberry and Lime

stevek93 wrote: »

I have the receipt with card captured on it. I will go back down after work.

And if they still do nothing, sit yourself down in front of the machine and refuse to move until they return your property .




[Afterhours reply] You can even hold an insomia coffee cup too just for fun and see how much you make in the process ..... [/afterhours reply]

Okon

FWIW, I wouldn't pay the five Euro charge to the bank either... But I wouldn't have let the shop off the hook either, as somebody has the keys to the ATM, or it wouldn't get filled with cash. So I would have waited in the shop (or returned the next morning) and demanded that the Manager investigate the issue and see if the card could be retrieved from the machine.

Bubbaclaus

I'm not getting the logic of not paying the fiver. Why should the OPs bank be expected to foot the bill for an incident that had nothing to do with them?

That would be like me buying something in a shop, getting it robbed off me on the street and then going back into the shop and expecting them to replace my stolen good for free.

BonnieSituation

TopTec wrote: »

In my case Ulster didn't charge. Lost card, reported and replaced within 48 hours.

TT

3 times over the last 4 years I have asked Ulster Bank for a replacement card because mine was acting up in machines or Chip and Pin devices and they had no issue at all. No charge. That's shocking from PTSB.

Delta2113

Bubbaclaus wrote: »

I'm not getting the logic of not paying the fiver. Why should the OPs bank be expected to foot the bill for an incident that had nothing to do with them?

That would be like me buying something in a shop, getting it robbed off me on the street and then going back into the shop and expecting them to replace my stolen good for free.

Logic is simple - The Customer did nothing wrong so he should not have to pay the €5.

Your example makes no sense whatsoever.

Yggr of Asgard

PTSB last month pro-actively informed me that my Credit Card had been compromised and needed replacement, which was free of charge.
I asked them if for security reason they also would replace my debit card and they told me it's going to be 5€, so I declined, a couple of hours later they pro-actively informed me that my debit card had been compromised and replaced it for free. PTSB logic is not easy to understand.

Bubbaclaus

Delta2113 wrote: »

Logic is simple - The Customer did nothing wrong so he should not have to pay the €5.

Your example makes no sense whatsoever.

What have the bank done wrong in order to foot the bill for this?

OP should pay the fiver and then request whoever is in charge of that ATM reimburse him.

Under no circumstance would i expect the bank to foot the bill for this. If they did it would be on a customer loyalty basis and the customer would be thankful.

P. Breathnach

Delta2113 wrote: »

Logic is simple - The Customer did nothing wrong so he should not have to pay the €5.

Your example makes no sense whatsoever.

OP's bank did nothing wrong either, so there seems to be no reason why they should take the hit.

The wrong seems to be down to whoever is responsible for the ATM that retained the card.

stevek93

Will phone the ATM crowd today on break and post back.

Yggr of Asgard

Why is everybody assuming that the OP bank did nothing wrong, just because they say that the account is in order does not mean that when the ATM asked for authorization they might not have send a response to the ATM that triggered the card to be held.

The only way to know what was happening is to ask the ATM operator for the reason that the card was held, it might be down to them (for example a malfunction) or down to the bank sending a request to held, so until the OP can get an answer from the operator everything is just speculation.

Only once the reason is known one can make a determination who should pay the 5€.

stevek93

Yggr of Asgard wrote: »

Why is everybody assuming that the OP bank did nothing wrong, just because they say that the account is in order does not mean that when the ATM asked for authorization they might not have send a response to the ATM that triggered the card to be held.

The only way to know what was happening is to ask the ATM operator for the reason that the card was held, it might be down to them (for example a malfunction) or down to the bank sending a request to held, so until the OP can get an answer from the operator everything is just speculation.

Only once the reason is known one can make a determination who should pay the 5€.

I guess you didn't read my post. :rolleyes:

I phoned the bank to ask them what the story was and was told there was no problem with your card or account it must have been the ATM's fault.