Bay of Plenty Times
  • Bay of Plenty Times home
  • Latest news
  • Business
  • Opinion
  • Lifestyle
  • Property
  • Sport
  • Video
  • Death notices
  • Classifieds

Subscriptions

  • Herald Premium
  • Viva Premium
  • The Listener
  • BusinessDesk

Sections

  • Latest news
  • On The Up
  • Business
  • Opinion
  • Lifestyle
  • Property
    • All Property
    • Residential property listings
  • Rural
    • All Rural
    • Dairy farming
    • Sheep & beef farming
    • Horticulture
    • Animal health
    • Rural business
    • Rural life
    • Rural technology
  • Sport

Locations

  • Coromandel & Hauraki
  • Katikati
  • Tauranga
  • Mount Maunganui
  • Pāpāmoa
  • Te Puke
  • Whakatāne
  • Rotorua

Media

  • Video
  • Photo galleries
  • Today's Paper - E-Editions
  • Photo sales
  • Classifieds

Weather

  • Thames
  • Tauranga
  • Whakatāne
  • Rotorua

NZME Network

  • Advertise with NZME
  • OneRoof
  • Driven Car Guide
  • BusinessDesk
  • Newstalk ZB
  • What the Actual
  • Sunlive
  • ZM
  • The Hits
  • Coast
  • Radio Hauraki
  • The Alternative Commentary Collective
  • Gold
  • Flava
  • iHeart Radio
  • Hokonui
  • Radio Wanaka
  • iHeartCountry New Zealand
  • Restaurant Hub
  • NZME Events

SubscribeSign In
Advertisement
Advertise with NZME.
Home / Bay of Plenty Times / Business

How to deal with ATM problems

By Elise Brinkman
NZME. regionals·
1 Jan, 2014 11:52 PM3 mins to read

Subscribe to listen

Access to Herald Premium articles require a Premium subscription. Subscribe now to listen.
Already a subscriber?  Sign in here

Listening to articles is free for open-access content—explore other articles or learn more about text-to-speech.
‌
Save

    Share this article

HANDY: ATMs offer cash on the run but problems can arise, such as card skimming and incorrect transactions.

HANDY: ATMs offer cash on the run but problems can arise, such as card skimming and incorrect transactions.

ATMs should spit back your card and the correct amount of cash you requested every time, right? Sadly, not always - every now and then one of these machines goes rogue. Lydia Anderson offers some tips.

Potential problems
Banking Ombudsman Deborah Battell has issued an ATM glitch guide to help customers making ATM transactions. It follows "a number of interesting cases involving transactions in which both deposits and withdrawal amounts have been incorrectly recorded by the machine".

In one case, a customer tried to deposit $1055 in an ATM, but the machine only recorded $330. She cancelled her transaction and only $330 was returned.

When the customer complained about being "short-changed", the bank said that according to the ATM's records everything balanced. She was 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.

Advertisement
Advertise with NZME.
Advertisement
Advertise with NZME.

There's also the frustrating inconvenience of an ATM machine eating your card, potentially leaving you stranded without access to cash.

An added and more serious problem is card skimming - where thieves place an electronic device on an ATM to read users' card details without their knowledge.

Police say a telltale sign an ATM has been tampered with is if a customer has difficulty getting a card in or out.

Advertisement
Advertise with NZME.

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

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

"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.

Advice from banks
An ASB spokesperson says if a customer's card becomes jammed in an ASB ATM, they are advised to go to their nearest branch or call 0800 803 804.

There is no charge for replacing a captured card.

If money becomes jammed in an ASB ATM, the customer is provided a receipt with details of the transaction and reference number to help correct the transaction.

Other bank customers are advised to contact their bank to investigate the transaction.

BNZ channel manager ATM and self service, Paul Johnson, says if a customer experiences any issues with an ATM they can call 0800 ASK BNZ or visit any BNZ branch.

Advertisement
Advertise with NZME.

There is no charge to recover or issue a captured card.

"It's also worth noting that we cannot return a card where it has been captured at an ATM due to a request from the card's issuer. An example of this could be incorrect pin entry, lost and stolen cards, or cards that have expired."

If a customer believes they have received less than the full amount they requested, they can contact BNZ through the call centre or visit a branch to resolve the problem.

In terms of ATM security, Johnson urges customers to cover their pin entry and never disclose their pin.

"Always remain aware of your surroundings and, be aware of others standing unusually close or trying to distract you while you are using the ATM.

"Use ATMs in well-lit areas and, if the ATM does not look right or suspicious, don't use it and report it."

Advertisement
Advertise with NZME.
Save

    Share this article

Latest from Business

Bay of Plenty Times

On The Up: 'A powerhouse' - Looking back at 40 years of Bayfair

09 May 05:00 AM
Premium
Bay of Plenty Times

Market close: Contact-Manawa deal boosts NZ sharemarket

07 May 06:34 AM
Premium
Business

'Largest portfolio' – $600m+ deal for seven NZ hotels to be sold

07 May 02:30 AM

One tiny baby’s fight to survive

sponsored
Advertisement
Advertise with NZME.

Latest from Business

On The Up: 'A powerhouse' - Looking back at 40 years of Bayfair

On The Up: 'A powerhouse' - Looking back at 40 years of Bayfair

09 May 05:00 AM

It has grown from 27 stores to more than 140 stores and restaurants.

Premium
Market close: Contact-Manawa deal boosts NZ sharemarket

Market close: Contact-Manawa deal boosts NZ sharemarket

07 May 06:34 AM
Premium
'Largest portfolio' – $600m+ deal for seven NZ hotels to be sold

'Largest portfolio' – $600m+ deal for seven NZ hotels to be sold

07 May 02:30 AM
Power play: Contact Energy given clearance to acquire Manawa Energy

Power play: Contact Energy given clearance to acquire Manawa Energy

06 May 08:55 PM
Connected workers are safer workers 
sponsored

Connected workers are safer workers 

NZ Herald
  • About NZ Herald
  • Meet the journalists
  • Newsletters
  • Classifieds
  • Help & support
  • Contact us
  • House rules
  • Privacy Policy
  • Terms of use
  • Competition terms & conditions
  • Our use of AI
Subscriber Services
  • Bay of Plenty Times e-edition
  • Manage your print subscription
  • Manage your digital subscription
  • Subscribe to Herald Premium
  • Subscribe to the Bay of Plenty Times
  • Gift a subscription
  • Subscriber FAQs
  • Subscription terms & conditions
  • Promotions and subscriber benefits
NZME Network
  • Bay of Plenty Times
  • The New Zealand Herald
  • The Northland Age
  • The Northern Advocate
  • Waikato Herald
  • Rotorua Daily Post
  • Hawke's Bay Today
  • Whanganui Chronicle
  • Viva
  • NZ Listener
  • What the Actual
  • Newstalk ZB
  • BusinessDesk
  • OneRoof
  • Driven CarGuide
  • iHeart Radio
  • Restaurant Hub
NZME
  • About NZME
  • NZME careers
  • Advertise with NZME
  • Digital self-service advertising
  • Book your classified ad
  • Photo sales
  • NZME Events
  • © Copyright 2025 NZME Publishing Limited
TOP