Customers question HSBC bank over decision not to switch off faulty ATM

​BANKING giant HSBC says it was "not appropriate" to switch off a faulty cash machine that failed to dispense cash to some customers despite debiting their accounts.
A software problem meant some customers who used the ATM outside the Beverley Road branch in Hull, opposite the Haworth Arms pub, could not withdraw any money.
However, when they checked their balances they found the money had left their accounts.
Customers are now in talks with their banks to get their money back.
An HSBC spokesman told the Mail it had been made aware of a problem on Monday but said the "vast majority" of transactions had been successful.
As a result, he said a decision was taken not to switch off the machine or put up a notice warning customers.
But the decision has been criticised by those affected.
Steve Woodcock, of Kingswood, visited the machine at 10.30am.
He said: "Straight after it happened, I walked into the branch and told the cashier.
"A man standing behind me said the same thing had happened to him.
"The cashier even said they were aware of the problem."
Mr Woodcock, 46, a mortgage adviser, had attempted to withdraw �150 using a debit card.
He said: "If they knew there was a problem, why did they not switch the machine off?
"They did not even bother to put up a sign to warn customers.
"My wife and I have had all the inconvenience of ringing Santander, who we bank with, to get our money back."
James Thorpe, spokesman for HSBC, could not tell the Mail how many customers had been affected.
He said: "On Monday, there was a small software issue.
"When you put your card into a cash machine, it will attempt to read the chip. If it can't, for example if the chip is damaged or has dirt covering it, the machine will read the magnetic strip instead.
"Unfortunately, the software that allows this to happen was not functioning properly.
"For the vast majority of customers, the machine functioned perfectly well.
"The software was fixed that same day."
When asked why staff had not switched off the machine or warned customers, Mr Thorpe said: "It was not appropriate."

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