I was down in Lismore recently with my girlfriend for a friends birthday dinner. Anyway, it turned out that we couldn’t pay separately, so needed to get cash out. Fortunately, I already had cash, and there was a Bank of Queensland ATM in the Bullbar restaurant where we were having dinner (in fact there is a Bank of Queensland branch and another ATM directly across the road from it as well), so my girlfriend could get cash out from the ATM in the restaurant. When she began the transaction, it warned her of the ATM fee, which she assumed it just showed to everyone and would be waived for her as a Bank of Queensland account holder.
In total she made three transactions, a balance inquiry and two withdrawals (she decided to get extra just in case after the first one) so $6 in fees. When we got back to Brisbane, the fees were on the statement and were showing as non-BOQ ATM fees. After speaking to her local branch about it, they told her that the ATM was not a Bank of Queensland ATM and thus would not refund the fees, when she insisted that it was a Bank of Queensland branded ATM they flat refused to even look into it.
I suggested calling the Lismore Bank of Queensland branch since it’s directly across the road from the ATM in question. When she called them, they also said they were sure it wasn’t a Bank of Queensland ATM but they were willing to go check it.
After they went and checked it, they called her back and told her that it is in fact a Bank of Queensland ATM, like she had been saying all along. In lieu of that amazing discovery, they refunded the fees along with an extra $2 (so a total of $8 refunded) to apologise for the inconvenience, which was nice of them.
I have to wonder how often this happens with them though, it’s certainly happened to me before, at an actual branch ATM too (Kelvin Grove), not just a stand-alone ATM.
It’s really pretty ridiculous if they can’t even keep track of their own ATM’s, I mean seriously, this one is right across the road from the branch in Lismore and they don’t even know it’s there.
Has this happened to you at a Bank of Queensland ATM with a Bank of Queensland account?