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Atm machine ate my deposit

Posted by phuongle2309 phuongle2309
Message 1 of 8 535 Views

Hi there,

I went to the ATM machine in Melbourne, Bourke st this morning to deposit $5740 cash. After beep beep sound, the machine had been out of service and said my money were kept at the machine, please contact Bankwest. I tried to call them to tell them about my difficulties. 

I’m now very anxious as i came back to the bank the afternoon and saw that the machine has been working. I checked my bank account but there is no new balance of 5740$. What should i do now? Where does my money gone? I wish that tomorrow the bank open but there is a public holiday tomorrow?? Why the machine did not reject the money if there is a ramp like other aTM’s machine? I have never ever seen that happened before??

i have to use my money next week, how lo g does it take to get it solved??? I’m so stressful nowSmiley Sad

can anyone help me with that?

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Re: Atm machine ate my deposit

Posted by phuongle2309 phuongle2309
Message 2 of 8 534 Views

Also, the machine just gave back my atm card without a receipt or any proofSmiley Sad(

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Re: Atm machine ate my deposit

Posted by phuongle2309 phuongle2309
Message 3 of 8 527 Views

It was $8,740, not $5,740, my typing errorSmiley Sad(... just so worrySmiley Sad(((... help meSmiley Sad(

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Re: Atm machine ate my deposit

Posted by DanaeC DanaeC
Message 4 of 8 519 Views

Hi @phuongle2309, I can certainly appreciate this would be concerning for you. 

 

The first thing you'll need to do here is complete a Transaction Dispute form, which you can obtain under the "General" heading via this link. Once completed, you will be able to scan and upload the document via BankMail, through the "Message Centre" tab of your Online Banking. Alternatively, you can fax this to 1300 765 515, or post it to Bankwest: PO Box E237, Perth WA 6841. Our ATM Disputes team will investigate this for you as swiftly as possible, and be in touch if they require any further information. 

Via the Forum we're unable to view your customer profile I'm sorry, so if you would like to follow this up, you can call our Contact Centre on 13 17 19, or you can click the "Message us Now" button once logged into your Online Banking from a PC. For your convenience, both services are available 24/7. 

Let me know how you go.  

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Re: Atm machine ate my deposit

Posted by phuongle2309 phuongle2309
Message 5 of 8 517 Views

Thanks,

i did contact to customer serviceand they asked me to fill the form and return it to the branch. I will do it tomorrow morning as today is a public holiday. However, is there any chance that i can get it solved asap... im just too worry about itSmiley Sad(

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Re: Atm machine ate my deposit

Posted by DanaeC DanaeC
Message 6 of 8 505 Views

Our ATM Disputes team will have a resolution for you as soon as possible @phuongle2309. I understand that this would be a stressful time, so once the form has been received and processed by the team (please allow 1 - 2 business days for a case to be created) you're most welcome to follow up with our Contact Centre at any time.

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Re: Atm machine ate my deposit

Posted by phuongle2309 phuongle2309
Message 7 of 8 483 Views

Hi there,

this happened to my on the Sunday (11/3) and i’m still waiting for the report after getting in touch with you customer relation dep. i’m wondering does it take that long to re-balance your bank’s counting? Just so stressfull, let imagine that is your money and someone kept it but with no answer when you can get your money back. I don’t think it does take that long for the bank reconciliation. Can anyone give me an appropriate and reasonable answer to keep me waiting for this long?? I do like Bankwest, however, this is so disappointed.

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Re: Atm machine ate my deposit

Posted by LyndsC LyndsC
Message 8 of 8 477 Views

For security reasons @phuongle2309, we can't access or discuss your personal account information over the forum, so we'd need to speak with you over the phone on 13 17 19 or via our secure messaging service to look into this.

You can access messaging by logging into online banking using a computer and selecting "Message us now".

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