Help with Money stolen from ATM

[snackingsue]

My Mother had �250 stolen from an ATM. She found this out out when she tried to draw some money and the account wouldnt let her draw any so she went into the bank to find out why and was told that �250 had just been taken out via an ATM. She explained to the bank who said they would look into the matter..which took about 2 weeks. She then recieved a letter to say that they could not do anything about it as it was impossible for the money to have come out with out her making the withdrawel . She doesnt know where to turn or who to help her or how to take this matter further as she has intrusted the bank with her money and now �250 has been stolen! It is the Halifax.
Can some one please help ???????

[CheekyChops]

Does she still have the card in her possession? Did she have it the whole time? Does anyone else know her PIN? If they do (even a close family member), the Bank will try and use this to get out of paying her back.

It is possible her card could have been cloned so I wouldn't let it drop. Where was the withdrawal made? I would insist that the Halifax checked whether there was CCTV footage covering the ATM at the time the withdrawal was made, many Banks do this now.

[snackingsue]

Yes my mother had her card with her when the transaction was made. When she realised there was not enough money in the account she went straight to the Halifax and explained what had happened. They took her card and issued her with a new one about 6 days later. No one else knew her pin not even my dad. I mean how can this of happened? Although she did mention a woman at the ATM who said to her..theres no money in that machine..apart from that there was nothing else, except the woman did come quite close to the side of my mother but she did not see her enter her pin. My mum is going to send another letter saying she is not satisfied and ask them have they seen video footage of the transaction..it was not a Halifax ATM tho....& the Halifax sent her over to the bank whos ATM it was and told her to tell them & ask for a receipt but they said they could not do this. �250 is a lot of money when you are on an old age pension..she would rather of given it to someone who deserved it!
I mean you think your money is safe in a bank dont you?
Apart from writing another letter I really dont know what she can do. The bank say it is impossible to with draw with out the card and the pin & yet the card and the pin never leave her...the card is always in her purse and the pin in her head! She is very upset by the whole thing & even started doubting her own sanity. I just wish i could get the money back.

[CheekyChops]

Don't let it drop, it sounds very much like she has been scammed. Did she try to withdraw the �250 and then walk away when someone told her there was no money in the machine?

It sounds like that lady could be part of a gang that insert a device into the ATM. The customer (your mum) tries to withdraw money, none comes out so they go away thinking there is no cash in it and try another machine. The gang then remove the device which either reads the card details or stops the money coming out and then go to another ATM to do the same again.

Its a well known trick.

The Halifax should contact tghe Bank whose ATM it is and investigate, other people have probably been scammed as well.

[Beads]

If you're not satisfied with the outcome you can write to the Financial Ombudsman who investigate all complaints made by members of the public against financial institutions. It will make them sit up and listen as these regulatory bodies have powers to fine them etc.

THere is also the FSA and the OFT. But I'd probably just write to the Ombudsman if it was me personally.

http://www.financial-ombudsman.org.uk/
They should be able to help. Include as MUCH detail as possible.