Warning about HSBC ATM in Catalkoy

[mrsgee]

Just to let everyone know, yesterday I went to withdraw cash from this machine, which I always find a problem anyway, so should have known better. Anyhow, I went through all the screens, heard the machine counting the money, then it stopped, and a message came up saying UNABLE TO PAY DUE TO DISPENSER FAILURE, PLEASE CHECK BALANCE. The machine would not let me check the balance. I went to another machine at the main branch. First one didn't work, second one did and I got the cash. The problem is that although I did not have the cash out of the machine in Catalkoy, and fortunately it spat out a slip of paper as evidence that there was a problem, my bank account is now showing £1,000 lighter than it should, indicating that I DID have the money. Have been having problems all week with HSBC machines malfunctioning and am swiftly losing confidence with them. I sincerely hope that the next person that tried to use the machine, did not receive my £1,000!!!!!! I have of course contacted both the branch over here and my branch in UK, but of course, it's the weekend, so quite worried now. This is really just to let people know that the machine in Catalkoy is continuing to be problematic, so be careful.

[Deniz1]

Oh dear I am sorry. i dread using the ATM machines lately they all seem to be playing up. I did post a warning a while ago about the HSBC machine at Supreme that seems to be the worst one. I now only use one next to a bank and take my passport along in case I have to go in and sort it out.

[sophie]

I have to agree with Deniz1. Although I use ATM's a lot, I only use them to deduct GBP from UK, and then only machines that are next to a Bank. I don't take a passport, but as I have a TRNC driving licence with passport number on, I don't have a problem.

[mrsgee]

Well I wont be using them again that's for sure. I have other bank accounts and use other ATMs never any problem. HSBC is an absolute nightmare, it is only by virtue of the fact that I have to use them to withdraw pensions, etc. however, to be honest I would rather pay a few lira and use Turkbank or some other bank to get my money out. I have absolutely no faith in HSBC and will probably now close off all my accounts with them, they are the worst bank I have ever encountered.......and having worked in the banking industry myself in the UK for 26 years....trust me, I know.

[sophie]

Mrs Gee, we saw the light years ago with HSBC and left them. But would you believe, I know people that still stay with them in order to say "we are Premier customers" and "we use the HSBC Premier Customer lounge at Ataturk Airport" Sad or what?

[mrsgee]

Actually Sophie, yes very sad indeed. I see absolutely no benefit whatsoever in being a Premier customer. They say you get free travel insurance, well that is rubbish. Two years ago I went to UK on holiday, had a life threatening asthma attack which meant I had to stay in UK for an extra week as I was not allowed to fly. Obviously had to buy new flight tickets. Asked Julie at HSBC if I could claim.....isn't that what holiday insurance is all about? Apparently not, after first telling me I should phone up a number in Turkey to check.......errrrmmmm, hang on Julie are you not my Premier Account Manager, should YOU not do this.......oh ok. A couple of weeks later she said she had checked....sadly didn't understand the travel insurance policy herself (DUH! As I said working in banking in UK but not for crappy HSBC, I was expected to understand all insurance policies myself, but hey ho)......so, lo and behold not covered for that......so what exactly am I covered for then! Absolute waste of space, and as I said will now be clearing the savings I have with HSBC, who also offer the worst rates, and moving it to a more sensible Turkish Bank. Of course my UK account is a bit more complicated due to payments going in.......but I would not recommend HSBC in any way shape or form to anyone with an ounce of common sense. Pay for your bit of food and drink at the airport.......you know it makes sense!!!!!! ok rant over.

[Deniz1]

I have a trnc licence too with my passport number but the bank still asked for my passport. I tend to try and stick to using TEB in Girne always seems to have sterling. My pension is paid into my uk account and its very expensive to send it here every month so I use an ATM.

[Owl Lady]

OK tin hat at the ready! I am one of the few remaining customers with HSBC and apart from their machines playing up every so often have had absolutely no problems with them. I have banked with them, since they were Midland Bank. Yes I am a premier account, but not to get access to their lounge as I do not travel!! Recently I was called in to discuss a new investment, which I agree was medium risk. In 3 months that investment netted me 3260tl!.If you can recommend another bank that will do that, please let me know.

[mrsgee]

Owl Lady, I have also been with them since being Midland Bank, over 40 years......but the service or lack of it these days is abysmal. Hear what you are saying about your investment netting 3260tl in three months....however, what you don't say is how much you had to invest, and to be honest I don't expect you to, or what the actual interest rate was that you got. So, no, doubt if anyone can recommend another bank as there is nothing to compare it to. Each to their own, I can only say what my experience is, both here and in UK, where they continually insist that there is no such place, or branch in North Cyprus, that is until you provide them with a contact over here, who confirms it. For a bank of its size I would have thought it could get its act together. The machines at the main office in Girne would not pay out on Thursday when I went, so I had to go down to the dome. That worked. Before I went to the dome, I went inside saw a very helpful chap....NOT....who said it was a problem with my UK card so I would have to contact UK Bank.....NOT!!!!! You don't need your tin hat, its just personal experiences that dictate, and mine have not been good. As I said I was in banking industry for 26 years, and expect something better. In fact, the Premier Account means nothing.....I was told a few months ago, by Julie that in order to get the best rate I should move the money to an internet based account with them. Yes, that makes sense, always the same in UK, so I said what about my Premier Account then? She said it doesn't matter what account you are in as long as your overall balance is sufficient, here added to UK, then you qualify........what for, who knows? Certainly not a good service, or robust travel insurance.

[bigOz]

mrsg, I find your comments very unfair! I have been back in Cyprus for 6 1/2 years and after using at least 3 other local banks, ended up with HSBC just over a year ago. AND what a great decision it was too!

In my experience HSBC Bank in Cyprus provides the best service online and offline when compared to many others in TRNC. I suffered greatly in the hands of many other banks - especially where the credit cards were concerned. I do not know any banks in TRNC who did or do not experience problems with their cash machines! I am aware of the one outside Supreme being problematic so that is why I never used or use it.

The online banking is first class and I often deal with all my financial activities from home using my computer without having the need to go to the bank (sometimes for many months). The online payment password and pin system must be the safest in TRNC leaving no room for anyone else to use your card even if you lost it! Unless the other party has the use of your mobile and your card at the same time.

HSBC in Cyprus is an extension of HSBC Istanbul Turkey and has nothing to do with HSBC in UK or Any other country for that matter! So I am not very clear on how you were expecting HSBC UK help you with the cash dispenser in TRNC!

HSBC TRNC and İstanbul have a very efficient and helpful customer relations hot line open 24 hrs (in English & Turkish). They would deal and/or advise you on what to do on such subjects immediately (0090 850 2110112).

It is unfortunate that this happened just before the weekend, but I hope and I am sure they will credit the money to your account tomorrow (I am assuming you have a TRNC HSBC account).

Finally, as someone who travels to Istanbul once a month on average, what a lovely complimentary service HSBC provide at Ataturk Airport! Internet service (with desktops and screens if you have no laptop), help yourself counter with a variety of sandwiches and cakes, any alcoholic and soft drinks you can drink, fresh fruits and nuts, HD TV screens, lovely big leather armchairs - all of it free to premium members + a guest!

In TRNC - HSBC for me forever

[mrsgee]

Big Oz, I am so glad that you can speak so highly of HSBC. Have to disagree on a couple of things....HSBC is HSBC it is simply that the Turkish operational side of it is registered in Turkey. It is ALL part of the same international bank.

I also have bank accounts with Garanti, and find the online banking with them equally as good and as simple to use as HSBC. What I am saying is that a bank such as HSBC should not have so many malfunctioning machines, or purport to offer free travel insurance which does not actually give you cover for basics such as having to cancel a flight due to hospitalisation.

I also travel regularly to Istanbul Ataturk airport......the lounge is ok, however, I have not yet found an HSBC lounge in any of the other airports I travel to.......maybe I don't travel to the right ones. At the end of the day, I am not interested in comfy seats, free drinks and food, if it is at the expense of basic banking services.

Thank you for the phone numbers to contact, it doesn't matter what language they speak I am deaf!

It is quite interesting also that you say you do not understand why I was expecting HSBC in UK to help me......I asked myself the same question when the staff member in the branch in Girne told me there was nothing he could do when the machine outside refused to work for me.....because it was a UK account I was using......hey ho...he told me to contact UK.....

Yes I have both Turkish and Uk accounts which are linked. And so, just because you know the ATM machine at Supreme is problematic you don't use it.......well that's useful to know isn't it.....for people who are not so knowledgeable and try to use it. So it will just remain as a malfunctioning machine and people in the know wont use it........good idea that!

Anyway, yes I will wait with baited breath to see what my account is saying tomorrow.........

[bigOz]

I am sorry mrsgee - I was not aware of your hearing problem.

If you do not have anyone close to you who can call on your behalf, send a message to me with your card number and full name, and I will talk to them on your behalf tonight. The only problem is, they sometime insist on personal details you may not wish to disclose to anyone else so that is why I think someone close to you (whom you trust) should be calling on your behalf. But if you have problems tomorrow, I do not mind talking to my private public relations clerk at HSBC and asking for his help on the subject (my email address: ozerkaan5@gmail.com).

[mrsgee]

Big Oz, thank you for your kind offer. I have now received a response from UK, after emailing them yesterday. They are looking into it and have confirmed that 2 transactions were authorised on Saturday, which is actually not possible in theory as only one withdrawal of £1,000 is allowed, but I got 2! He has confirmed that although authorised, if I do not receive the money in 5 days, it will be cancelled and the funds recredited to my account. I am now awaiting the response from my Premier Account Manager over here. So, a little more comforted after the reply from UK......just need to see what they say over here about the malfunctioning machine. Thanks again for your concern and offer of help.

[Deniz1]

You will probably get th Cyprus shrug re the machine I always do! Why on earth they put it facing the sun is beyond me I am sure thats half the problem it must get over heated.

[mrsgee]

Totally agree Deniz1......there is no logic to the positioning of that machine. Well, doesn't matter, I won't be using it again. I have pointed out to My 'manager' that it is a nightmare.......she is probably shrugging as we speak.

[muffin]

If you use your UK account card in the ATM here it dials HSBC in UK to complete the transaction, so it follows that any malfunction with a UK debit/credit card should be referred to the helpdesk in UK. The ATM is merely the instrument to access your account. I do agree that the ATM by Supreme is totally unreliable - I always go straight to the bank to avoid problems

[PapaBravo]

Glad I read these posts. I tried to use the machine in question, but was unable to because of the bright sunshine on the screen (see messages 14 & 15) - good job, as it turns out. I shall avoid it in the future.

[Deniz1]

At least the machine next to it is facing the other way but I dont think its connected yet.

[Bethany]

Have heard many horror stories like this and I do not use the atm machines. My m8 lost £1000 too. Never got it but was debited from his a/c. Never resolved. Despicable bank here would do nothing to help. Is it another scam, I ask myself!!!!!!

[bigOz]

Have heard many horror stories like this and I do not use the atm machines. My m8 lost £1000 too. Never got it but was debited from his a/c. Never resolved. Despicable bank here would do nothing to help. Is it another scam, I ask myself!!!!!!

It would help if you mentioned the name of the bank you are talking about!

[mrsgee]

Well the latest is......my account manager says, they know it is problematic......the machine at Supreme (so why not do something about it you might ask....), and they will be investigating my missing £1,000 tomorrow.......bloody unbelieveable!

[mrsgee]

Muffin I have contacted the help desk in UK, who were very prompt and answered late last night. Unfortunately, what they are telling me is that they cannot reverse the transaction as it is from an ATM over here.........I have to wait 5 days and hope that the transaction did not go through, even though it had an authorisation code.......and am hoping the money will reappear magically after the 5 days as after that time if the money has not been withdrawn the transaction is automatically cancelled.....we live in hope!!! In the meantime, I assume it is floating around somewhere in cyberspace!

[mokfey]

Slightly off subject but..........
The sequel of stories above have to be balanced by good news.
I was recently in Izmir accompanying my wife for hospital treatment.
Unfortunately I lost my wallet containing TL3000.00, various credit and debit cards (UK banking driving license etc etc...).
Fortunately our passports were in my wife's handbag with about TL 100.00.
I phoned my TRNC regional bank manager at 20:50 that evening and explained my moneyless predicament.
He undertook to make sure I had a sufficient working capital in my hands by 10.00 the next morning and would sort out the provision of a larger sum to meet bills later in the morning.
In the event I received 100.00 Euros at a local bank by 10.00 the next morning. (I later discovered that the 100 Euros was provded out of the manager's own pocket)
I received calls and money and facilities to pay a large bill by 14;00 pm.
My bank is the Near East Bank and I use the Karaoglanoglu branch.
I shall not be moving to another bank any day soon!!!!!

[Deniz1]

Well done that manager! Wouldnt happen in the UK after hours you are on your own.

[mrsgee]

Mokfey, that is brilliant and what a credit to his company this man is. If only all banking staff were as helpful. Top marks anyway to Near East Bank for understanding your situation and resolving it!

I have now checked my bank account again this morning, and had contact from HSBC UK confirming that all is now correct, and the £1,000 has been re-credited. Nothing yet from HSBC here, but at least I am not £1,000 out of pocket. At least I know what machine to avoid like the plague.

[Deniz1]

Very good news MrsGee.

[kaiserphil]

Mokfey - that is very pleasing to hear.

[mrsgee]

Well, just to show I am not completely negative about HSBC I would just point out that Melek who is the current (new) Premier Manager there, is excellent and is very quick to respond to my queries. She has been very helpful, just wish they could sort the machines out. Can't criticise Melek at all.

[Groucho]

Well, just to show I am not completely negative about HSBC I would just point out that Melek who is the current (new) Premier Manager there, is excellent and is very quick to respond to my queries. She has been very helpful, just wish they could sort the machines out. Can't criticise Melek at all.

I would point out that it's probably nothing to do with the particular machine at all.... When a multi-part ATM transaction is underway any disruption of the communications signal can cause abandonment of the whole transaction and depending on how far the system had got would control what transpired. In all likelihood the transaction was blighted by disruption of the communications way up the chain and you suffered the annoying result.

All remote ATM's are more likely to suffer these glitches than ones at the actual branches because they are further down the chain but to blacklist a machine which in itself is not at fault is over-reacting a tad. The most important thing is that the abandoned transaction is self-correcting. Until the machine coughs up the money it's incomplete and will eventually self-correct. I know it doesn't seem very quick but checks are made.

More important is vigilance when using an ATM machine to make sure it has not been tampered with by some n'er-do-wells.

On some occasions a false front installed on the ATM which swallows cards and records PIN number and when you leave frustrated with loss of card and no money the thieves return and retrieve their kit, your card together with the recorded pin and attempt to empty your account..... I had this happen in Hungerford (Berks) at a Lloyd's bank branch's ATM... Luckily I was able to look-up on-line and then rang to cancel the card before the thieves were able to utilise it....

It's worth finding the telephone number your card issuer uses for reporting such emergencies and storing it in your phone - then you ring them without leaving the ATM and report the problem..... If you suspect this is happening tell the emergency answering service and they will send the police along... Most likely the thief will be in the area observing the use of the machine waiting for you to leave - so keep an eye out for anyone dashing off when the blues and twos start arriving.

[mrsgee]

Thanks for the explanation Groucho, very interesting, and no doubt correct. Doesn't really explain though why two of the three machines situated at the main branch in Girne, also gave out error messages last week, on two separate days, but when I popped off down to the Dome, I was able to get my cash. I don't doubt that there may be some logical, technical explanation, it doesn't alter the fact though that even my Account Manager at the branch told me that they are aware the machine at Catalkoy is a problem. Anyway, no matter, it is not just me who has experienced problems with that machine...I am just trying to make people aware of it. And no, I do not think I am over-reacting a Tad, when I heard the money being counted in the machine, then a message to say the dispenser had failed. Had a few sleepless nights waiting to see if the machine spat the money out at the next fortunate customer. Alls well that ends well anyway.

[Deniz1]

My problem with the machine has been it swallows my card and I have to hot foot down to the bank and wait for the card to be returned leaving me with no access to my money.

[sophie]

Don't for moment apologise or feel guilty about putting your experience on this forum. I can't be the life of me see why anyone should even bother to question you. Perhaps 1,000 GBP means nothing to them, but to the most of us, it's a lot of money!!

[mrsgee]

Thank you Sophie.

[Catlover]

I have been told the Is Bank Cash Machines will give out £. I haven't tried myself but have been assured they work in the same way as we use the HSBC Cashpoints. Maybe that is a better option in future.

The only two I will use at the HSBC Girne branch are the one inside and the one outside one nearest the door. The other one kept my card the other year, and I was also told I put in the wrong PIN (same one I always use so figure that out?).

Technology eh!!!!

[Deniz1]

TEB in Girne give sterling too near the old Mr Pound shop. Also Guarantee bank machines.