On Saturday February 18th, 2006 my best friend Manuel called and invited me to join him at the casino for a few beers and some card playing, which I accepted. After several hours of gambling we both ran low on cash, and Manuel asked me to lend him $500.00 so he could continue playing.
I proceed to the cash advance system and swiped my ATM card, and pressed the $1,000.00 withdrawal, which was approved. I was then given the message from the machine to proceed to the cashier for my cash.
I gave my ATM card to the cashier, and two forms of identification, which she took to a machine that was spitting out forms. The cashier then called over an older woman, and they both talked for a moment before the older women took my card from the cashier, and walked over to me. The older woman then introduced herself as the manager of the casino cage, and she told me "Your ATM card is wore out, and we cannot give you your money". She then showed me the back of my ATM card, where your signature goes, and the words void could be seen through the signature area.
At this point I asked about my $1,000.00 withdrawal, and the manager became irate and said "You only withdrew $200.00". The manager walked over to the machine printing out receipts and brought back a receipt for $200.00, which was voided. Again I stated I had made a request for $1,000.00 and this was not my transaction, and again the manager corrected me (in an aggressive manner) with the claim I had only requested $200.00. She also said my funds would be returned to my account within three days.
The transaction at the casino did not show up till February 21st, so I took it for granted my funds would not be returned till the 24th of February. On Saturday the 25th of February I was still without my refund, so I called the casino, and was told to call Cash Systems.
When I called Cash Systems I spoke with William, he was very nice, and he asked for the first four digits and last four digits of my ATM card. After a short wait, William returned to the call, and asked several times in different ways how much cash had the casino gave me. Several times I told him they gave me no cash at all. He then made chills run from my head to my toes when he said the funds had been dispersed. William said I should call my bank as soon as possible, and file a dispute, because there was nothing more he could do for me.
I logged onto Wells Fargo Online, and filled out the online form, with a short explanation of what had occurred one week prior to reporting this problem. Wells Fargo responded the next day, and said a fraud investigation was started for the transaction.
In the mean time I started sending emails to the casino explaining what had happened, and asking where my money might be? The casino did not respond till after the sixth email.
On Monday February 27th I drove the thirty-five miles (in the rain) to the casino, and spoke with the day manager of the casino cage. He called Cash Systems, and gave the phone to me. On the other end of the line was a very nice young lady named Penny, she again asked for the same information William asked for. After a short wait, she returned to the phone and said a check would be mailed to me within three to five business days. I thought this nightmare was over now.
Wednesday March 1, 2006 a representative from the casino, Tina Zagato, called and said they were sorry for the problems the casino cage manager caused me. Then she asked if my phone number could be given to Cash Systems, and naturally I said yes. I received a call from Steve Penz, and he also was very sorry for the hassle I was going through. I told him I was not angry with Cash Systems, or the casino, just the manager of the casino cage.
Steve Penz is what would be considered a people person, very charming on the phone. I spoke with Steve three or four times, and exchanged emails as well, fully explaining what had happened.
When I checked my checking account online, I discovered the funds had been returned to my account by Wells Fargo. Last night as I picked up my mail, a check for $1,016.95 was waiting for me from Cash Systems.
I have contacted Wells Fargo, but must wait till their investigation is completed, before this nightmare is over.
The apology over the phone from the casino is not good enough, I want to be reimbursed for my five hours of wasted time and the loss of sleep over this matter.
So remember to check the back of all your credit and debit cards for the words void, so this will not happen to you!
Have a great weekend,
Edward
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3 comments:
Wow! Sorry to hear you had such a hard time. My daughter had a similar problem with a restaurant running $350 worth of charges through her ATM card. Since she was a student working part-time money was hard-earned and carefully spent. She had gone to lunch with a friend and used her ATM card to pay her $14 bill. She went on-line to check her balance when her purchase of books for her classes was declined by the bookstore at Cal State. She was very upset to find that her account had been almost wiped out by the charges from the restaurant. She reported it to Citibank and they immediately took action that resulted in her funds being replaced.
I guess it's safe to say that all the modern conveniences can come with very hefty price tags if you're not careful and not willing to be persistent to recover what is rightfully yours.
My ATM card gets lots of use, never knew the words void were under the signature strip of my card.
Wells Fargo Bank gave me a provisional Credit, and is still conducting an investigation.
Makes one wonder how often something like this happens to others? And how many people lose small amounts, that is really not worth the time and effort to resolve?
Confidential to bs1921...I do hope your daughter found her way out of that very unfortunate set of circumstances...
May her credit not be tainted by their fauxpas.
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