Rite Check Cashing

Review: On Saturday February *, 2014, I used an ATM at the [redacted] Rite Check location. I proceeded to use the ATM to make a cash withdrawal of $400.00. In the middle of my transaction, the message "TRANSACTION CANCELLED" appeared on the screen and the machine went back to its homescreen. No cash was ever dispensed. There was another ATM next to it so I attempted to use that one. It worked fine, however, when I checked my balance, it processed the $400.00 transaction even though I had not received my funds. I tried to get help from an employee and although she was nice and courteous, she was of no help and informed me that I would have to come back tomorrow morning and speak to the [redacted]. I returned the next morning (Sunday, Feb [redacted]) and the [redacted] was not there and was told that he will not be in because he doesn't work on weekends. I explained to the Rite Check employee the nature and urgency of the situation and he too, was nice but was not helpful. He also went on to add that the [redacted] does not like to be contacted on weekends and was told to either call or return the next morning. I called the next morning (Monday, Feb [redacted]) and the [redacted] was there. I explained the situation and he confirmed that he was made aware of the matter and rudely told me there was nothing he could do and that there was nothing that could be done and immediately hung up the phone. I called back and he would not speak with me. Next, I went online and was able to find a number for their customer service. I called and spoke to someone who of course was not able to assist much either, but was told I would be contacted. Fortunately, I did receive a call from Rite Check's "[redacted] or [redacted]". Basically she told me that I needed to file a dispute with my bank and have the paper work sent to her in order to proceed further. If not that, I would have to wait till the end of the month when the company reconciles their monthly transactions because they will be able to see that the bank paid them for the $400.00 ATM withdrawal. She stated that she was able to check the camera footage of the Rite Check store and confirmed my story; she saw me attempt to use on ATM unsuccessfully and try again with the one next to it. She also checked their system and found an error message/signal issues with their systems during the time I was trying to make my withdrawal. So bottom line, she knew I was being honest and truthful about this situation. The dispute with the bank has been trying, complicated, and frustrating and I have been unable to rectify this matter. I have been in communication with the [redacted] of Rite Check and keeping her up to date on what's going on with my bank and vice versa. On several occasions, I've been told that if all else fails, at the end of the month I will be able to receive my money. Eventually days and weeks went by and I hadn't heard anything. I would call and would not receive calls back for long periods of time. If and when I did receive a return call, there was no information. It is now April [redacted] and as of last week, the story has changed completely. No one can help me. Now there is nothing she or anyone else can do. I asked about what she promised before and her response has constantly been: "Its out of my hands." No one will refer me to someone else I can contact and speak to. $400.00 of my money is floating around, the bank has paid Rite Check but no one will help me or return my funds - the funds I never even received, saw, or spent. The $400.00 was for part of my rent. As a result I had to pull from other bills just to pay it. As a result I am now behind in bills and owe late fees. No one at Rite Check has been helpful and no one cares that they basically stole $400.00 from me. I don't know what to do at this point other than file a law suit and proceed with litigation which will cost more money and time from work as well. I do not want to go this route but I'm left with no other choice. $400.00 may not be a lot to some people but I don't make a ton of money - I work hard daily and make an honest living so that I can be an upstanding citizen and pay my bills and be responsible. If I am forced to go the route of litigation, it will be for far more than $400.00 due to the situation, this matter and the people of Rite Check have caused. Its put me through a great deal of financial stress.Desired Settlement: My only desire is to receive a refund of $400.00.

Business

Response:

[redacted] had a problem with an ATM withdrawal at one of our stores and was debited twice by his bank. After receiving his Revdex.com complaint, we reimbursed [redacted] and he is now whole.

The problem was really with his bank. In almost all such ‘mis-dispense’ cases, the account holder is credited back automatically by their bank minutes after the ATM transaction fails. In those few cases where the automatic credit does not happen, the account holder calls their bank and the bank usually credits them back immediately (a provisional credit) for their mis-dispense. When that fails, the account holder’s bank files a mis-dispense claim. The money is then taken from our account and credited to the customer’s account.

The account holder’s bank is always responsible for making the customer whole. As an ATM provider we are debited by the bank in the case of a mis-dispense and since we will be debited, are advised not to refund the money or we will suffer a double loss.

Even though [redacted]’s bank was the culprit, and usually such problems right themselves in a day or two at worst, we should have done a better job of helping [redacted] with his problem. At RiteCheck we stand behind every transaction and it is our policy to stay with our customer until his problem is solved – no matter where the fault lies. For failing [redacted] in this way, we offer our apology.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,