A new guide to help customers cope with ATM problems has been issued by the Banking Ombudsman.

The guide, says Banking Ombudsman Deborah Battell, was printed after "a number of interesting cases involving transactions in which both deposits and withdrawal amounts have been incorrectly recorded by the machine."

In one case, said Battell, a large amount of money got stuck in the back of an ATM machine. When the customer complained about being 'short-changed,' the bank said that according to the ATM's records everything balanced. She was then advised to complain to the Banking Ombudsman.

"The complainant's claim the machine was hiding her money was only proved correct when the funds were found during routine maintenance," Battell says.


The new guide covers security precautions people should take using machines such as shielding their PIN entry, and clarifying how fees and charges can be applied to ATM use.

What you to do if you ever have ATM trouble is also covered off.

"Most problems are easily sorted out between customers and their banks so the first thing is to complain to your own bank," Battell says.

On rare occasions, the situation may be more complicated and customers can ask the Banking Ombudsman to help if they are not satisfied with the bank's response.

Complaints investigated by the Ombudsman involve investigators obtaining security video footage and seeking proof from banks that their machines were accurate.