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Case Review: Banking
Summary of some of the decisions made by the Mediators on some of the complaints received by FMB.
This summary is for information only and should not be used for other purpose.
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DISPUTED AMOUNT OF CASH DEPOSITED INTO CASH DEPOSIT
MACHINE (Reference no : 8-064)
Madam C's son deposited RM20,000/-on 07/02/05 using the Cash Deposit Machine (CDM). He had with him 20 bundles of RM1,000/- and the notes were in RM50/- denomination.
Madam C's son successfully deposited RM10,500/- in 7 transactions. On the 8th transaction, he inserted 30 pieces of RM50/-. The notes were retracted into the CDM and thereafter the CDM "hung". The message on the screen was "Insert cash Maximum 10 pieces". Whilst the CDM rejected 2 pieces of RM50/-, the message on the screen remained "insert cash Maximum 30 pieces". Madam C's son waited but no cash was refunded. The amount of RM1,400/- remained in the CDM. Madam C's son sought the assistance of the bank officer.
The Officer took note of his complaint but no action was taken. When Madam C's son returned to the CDM, he found that the CDM was operational again. He was informed by another customer that he saw a man in a blue shirt walk way with the cash which had been ejected by the CDM. The customer assumed that the money belonged to the man in the 'blue shirt'.
Madam C lodged her complaint.
The cash balancing record showed no excess cash and the physical cash tallied with the host records. However the careful examination of the Electronic Log showed a time difference of 1 minute and 57 seconds between notes insertion and notes processing, which started the auto recovery. Madam C's son had commenced the 8th transactions at 14:52:52 p.m. and 14:54:58 the record was "wait for notes insertion. Then at 14:56:59 "notes processing error. Start auto recovery. "14:57:28 p.m. Auto recovery Force Refund Successful".
The electronic journal clearly showed that the CDM was faulty. Madam C's son had reacted as a normal customer, i.e. he sought the help of the bank officer who being too busy failed to attend immediately. The auto refund must have taken place when he went to seek the assistance of the Bank officer. The following customer in the Blue Shirt commenced his transaction at 14:55:47 and ended it 14:58:51 without making a deposit.
Madam C's claim for the refund was allowed.
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