Halifax has been forced to clarify its policy on refunds after a customer was left £112 out of pocket following a failed cash machine withdrawal while abroad.
Customer left frustrated after ATM error
The incident occurred on December 21 when the customer attempted to withdraw £112.15 from an ATM in Guatemala. The machine did not dispense any cash, but the full amount was still debited from their account.
The customer, Nicholas Dawson, contacted Halifax via social media to report the issue. He stated: "I haven't received the money from ATM. But I have noticed that money has taken from my account. Could you please help me with getting my money back?" He provided a screenshot showing a 'Chip and PIN purchase' for the disputed sum.
Halifax outlines the refund process
In response, Halifax apologised for the frustrating experience and explained the official procedure for such disputes. A spokesperson said: "If the ATM didn’t dispense cash, but the amount was debited, the transaction should be reviewed and refunded once confirmed."
The bank urged the customer, and others in a similar situation, to contact them securely 24/7 via the Halifax Banking app or Online Banking to initiate an investigation. The customer confirmed they would attempt to resolve the matter through this channel after initially struggling with online banking help.
How to dispute a transaction with Halifax
Halifax customers can dispute transactions for several reasons, including:
- Goods or services not received or not as described.
- Continued payments for a cancelled subscription.
- Cash machine errors where money is not dispensed.
Disputes can be raised through the bank's website or mobile app. For payments made outside the UK, customers can call 0345 982 5319 (or +44 141 301 1060 from abroad) between 8.30am and 5.15pm, Monday to Friday.
For general help with UK payments, the contact number is 0330 221 8515 (or +44 113 242 1984 from overseas), open from 8am to 6pm, seven days a week.
