ATM Withdrawal Discrepancy/Dispute-Appauling service from FNB/RMB

On 9 December, I withdrew R3000 from an FNB ATM. However, upon receiving the cash, I immediately had my suspicions about the money since it did not feel like the full amount. However, trusting the bank's system, and given the fact that I was in a hurry and didn't plan on using that money that day, I assumed this was a minor technical issue or the bank had no money etc., and I had no doubt in my mind that it would be reconciled by the bank's systems. After all I was non the wiser and did not know then what I have unfortunately come to know now. To my shock, the next day I found that R3000 was fully deducted from my account, but when I counted the cash I had in hand, it totaled only R1200 (5 x R200 and 2 x R100).

I immediately reported this to the branch and submitted two claim forms (*** and ***7), hoping the matter would be thoroughly investigated. Yet, I received feedback stating that according to the ATM's ledgers, the ATM dispensed the full amount of 14 x R200 and 2 x R100 notes.

Despite my persistence and request for a deeper investigation (including a physical audit of the ATM in question), the bank has done nothing beyond a remote system check! I’ve been left in the dark, stonewalled without any resolution, forced to bear the loss of R1800 due to the bank's system or process errors. All the while I Am left feeling like I am being gaslighted like I did something wrong by not counting my money at the ATM after withdrawing it and then immediately go into the branch after realizing the discrepancy. In all my years of banking, I have never had to doubt the ATM's ability to do accurate accounting and dispensing of my money, I find it rather strange that this is the new normal of banking with FNB.

This incident has been a nightmare, and the lack of urgency or accountability from RMB/FNB is appalling. As a client, you are made to feel like you are troubling/bothering your bank representatives by simply asking for an update, if and when you do hear from your banker, you get nothing but more excuses guised as bureaucracic procedures that serve only to stonewall you and not give you clousure. Why should loyal customers bear the brunt of system failures? Is this the service I should expect after years of banking with RMB? I have been waiting for more than two weeks and still counting, just to get a written response on my matter.

To make matters worse, I’ve since learned that I’m not alone, others have faced similar ATM discrepancies. I strongly urge RMB/FNB to improve their investigation processes or how to handle such matters, better yet, improve your ATM's systems because you are going to loose clients! It is unreasonable to expect me to count money, there are safety reasons why I shouldn't be expected to do that. And I am certain that more can and should be done to engineer a solution to this problem of your ATM's miscounting people's money.