Friday, February 8, 2013 - 3:34 PM

DO NOT PUT CASH IN THE ATM!!!!

(1 stars)

I made a check and cash deposit in the ATM at the Apply Valley branch on Friday January 18, 2013. The machine posted that it was not able to process the cash transaction and did not return my money. I immediately went into the branch and spoke with a teller who had the manager assist her in filing a dispute. I gave them the exact denomination and what bills I had placed into the machine. I was told that it would be resolved in 3 business days. The following week I contacted member services and was told that the dispute was misfiled and that it would take up to 10 days from her receiving the dispute. My dispute was not expedited even though it was their mistake in sending the dispute to the wrong department. That alone got the resolution process with her off on the wrong foot! I was told that an outside servicer does the money pickups and maintenance on the machines once a week. The following week I received a credit for half of the amount that I deposited as they said that it was all that they found. I have talked to several employees and been given different information each time. The person in the dispute department has been frustrating to work with. It seems like she doesn't believe me so she is not trying to resolve the problem. I have already proven that the machine did not work properly. I think they should also look into the service that checks the machines. The money was put in the machine and now it is gone! Someone should be held accountable.

Long story short, it is 3 weeks later and I still have not recevied the rest of my money. I asked the person handling the dispute how she would feel if this had happened to her? She told me that she does not use ATMs! WOW, that is assuring! I was with Bank of America for nearly 20 years and only had ATM banking and never had a problem with their machines. Now I have to go into the bank to do deposits because I no longer trust Alaska USAs ATM machines! This has been a major inconvenience and I am now late paying bills because of the missing money. I am going to be filing complaints with agencies to get this resolved and closing my account.

hmsteele1 posts since
Feb 8, 2013
Rep Points: 4

1. Wednesday, February 13, 2013 - 7:04 PM

I worked in a bank for 30 years. Night deposits and ATM deposits were done in house but they were always done under dual control, even to opening the box. One person had the key and the other person had the combination. All deposite bags and envelopes were logged by name or number. After they were all taken out one counted the items and the other counted the bags and envelopes written on the paper. All money was counted with 2 people there at all times.

It was done not only for the customers protection but also for the bank employee. HMsteele's experience it totally unacceptable.

My son while in college deposited a check into my account and then withdrew it. He did not have enough to carry the minimum balance required and he was allowed to use our account for this purpose. I received a letter that there was an empty envelope deposited in the night box. I called my son and he said he deposited the check. The check was from his employer. The employed asked for a copy of the check both front and back and the check was accidently deposited into the wrong account. Mistakes to happen but to not have a solution in 3 weeks is totally uncalled for.

There is always dual control and an audit trail for every transaction. There should be a minimum of cameras on the person processing the ATM deposits.

rosie43187 posts since
Jan 16, 2010
Rep Points: 573