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Smart ATM Deposit Retained Cash

Posted by ashleym7000 ashleym7000
Message 1 of 8 1,404 Views

Today at lunchtime I made a cash deposit at a smart atm for just under $1500.  I was actually trying to pay in $1515 however, one $20 note was rejected (the rest of the cash had been taken by the machine by this point) and a message appeared on the screen saying unrecognised note, please remove.  So I removed it and the machine continued to beep.  Eventually the section where you enter the money closed and a message came up on the screen saying your cash has been retained, please call this number (a 6 digit number 13 XX XX).  I received no receipt from the machine, only my card back.  I went straight into the branch immediately where they opened a dispute for the missing $1495, however, I am very anxious that there is no record of this, only my word against theres.  I'm also concerned whoever used the machine after me may have been able to get my cash.  I believe it's just a waiting game now but that cash was for bills.  How do I find out when my money will be returned and if it's safe just now until I get it back?  One very stressed out customer here.  I used this facility all the time and have never had any issues before. 

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Re: Smart ATM Deposit Retained Cash

Posted by ashleym7000 ashleym7000
Message 2 of 8 1,389 Views

Is it possible to get an update on this ASAP please??

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Re: Smart ATM Deposit Retained Cash

Posted by DanaeC DanaeC
Message 3 of 8 1,387 Views
Hi @ashleym7000, I'm sorry to hear this has happened - I can certainly appreciate your concerns. I assure you that this will be thoroughly investigated - if you could please send me your full name, Forum username and best contact number to Forum@bankwest.com.au I'll set up a call so that this can be discussed with you further. Thank you.

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Re: Smart ATM Deposit Retained Cash

[ Edited ]
Posted by ashleym7000 ashleym7000
Message 4 of 8 1,386 Views

Hi. Full name is Ashley XXX. Forum user name is ashleym7000 and my number is XXXX XXX XXX. Thanks 

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Re: Smart ATM Deposit Retained Cash

Posted by DanaeC DanaeC
Message 5 of 8 1,385 Views

Thanks Ashley, I've set up a call back and we'll be in touch shortly. Please note for security reasons I have removed your surname and contact number from this post, thank you.

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Re: Smart ATM Deposit Retained Cash

Posted by ashleym7000 ashleym7000
Message 6 of 8 1,384 Views

Thank you. Look forward to receiving the call.

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Re: Smart ATM Deposit Retained Cash

Posted by ashleym7000 ashleym7000
Message 7 of 8 1,382 Views

Money has been located and will be back in my account by the end of the day. Thank you for the quick resolution. 

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Re: Smart ATM Deposit Retained Cash

Posted by DanaeC DanaeC
Message 8 of 8 1,380 Views

Hi Ashley, this is great to hear Smiley Happy You're most welcome, have a lovely afternoon!

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