Dispute on non-return of cash by the CDM
Ms. G had performed her cash deposit at Bank D’s Cash Deposit Machine( CDM). She inserted one piece of RM10 note and two pieces of RM20 note into the CDM. After pressing the button to add more notes, she inserted a further 6 pieces of RM100 notes and one piece of RM100 was rejected by the machine. The rejected piece of RM100.00 was taken by the Complainant . Ms G inserted a few RM100 notes and the CDM subsequently malfunctioned. Ms G claimed that the screen showed that the transaction was cancelled. She alleged the CDM did not return any cash to her and there was no receipt being issued.
The Complainant wants the bank to refund her cash that was jammed inside the CDM. The bank had rejected her claim stating that the deposit transaction was cancelled by Ms G and the machine had returned the cash.
Investigation and findings
The Case Manger perused the CDM Electronic Journal of Bank D which revealed that Ms G had inserted one piece of RM10 note and two pieces of RM20 note into the cash slot. After pressing the button to add more notes, she inserted 6 pieces of RM100 notes into the machine. One piece of RM100 was rejected and it was taken by Ms G. The CDM accepted a total cash deposit of RM550.00 comprising 5 pieces of RM100.00, one piece of RM10 note and two pieces of RM20 note. The Complainant had pressed the button to add cash but subsequently cancelled the transaction. Upon cancellation, the machine returned all the inserted notes and the notes were recorded to have been taken by Ms G.
It was established that there was no record of cash rejection or cash jammed at the CDM. The cash balancing conducted by Bank D confirmed that there was no excess cash found. Upon further scrutiny of the CCTV footage, the Case Manager noted that the CDM had returned all the notes and that the returned notes were taken by the Complainant.
The CCTV recording of the transaction was shown to Ms G during the mediation session. The CCTV footage clearly showed that the CDM returned all the deposited notes which consisted of RM100.00, RM20.00 and RM10.00. Ms G accepted that the CDM had returned all the notes inserted as per the CCTV footage and her complaint was withdrawn.