Complaint Review: GLOBAL CASH ACCESS

On September 13th 2008 I attempted to get cash out of a ATM located at Hooters Hotel Casino. The machine seemed to stall and after a few minutes said it could not process and to try another machine.

I went to another machine which had the same out come. Later I went to another casino and attempted to withdrawl money and was told that my account was over the limit.

I called my bank and through the automated service was told that two transactions at Hooters had been processed and the money taken from my account. With the ATM fees the total taken was $406.00. No one was available at my bank to file a claim and after making several calls from saturday night, sunday, and into monday morning I was finally able to file a claim with my bank who credited my account back the $406.00.

I received a letter stating they had submitted my claim to the merchants (Global Cash Access) bank and they had 45 days to reply. I never heard anything until I noticed the money taken from my account on November 4th 2008.

My bank claims that Global Cash provided information saying that all of the ATM had balanced and I Had got my money. They also said they could not do anything else to help me. I knew this was completely untrue and researched for myself GCA. Immediately I found an article written on September 18th by Eric Gershon which detailed the whole incident. Hurricane Ike had knocked out communications with GCA's facility in Houston with the data center in Las Vegas. "Tens of Thousands" of transactions failed some accounts no money was dispensed and none was deducted from bank accounts and in others cases accounts were debited and no cash was disbursed. Exactly what happened to me.

The president and chief executive of Global Cash Access gave details of the incident to the reporter and was "aghast this has happened." When I called GCA with my complaint the dismissed me and denied any problems. When I refered to the article they said that the ATMs had balanced and that I had received my cash. They said they check their records and I would hear back from them within 2-70 days.

I have found other people online that this happened to and I think many more will become aware now that the banks seem to just be taken the money out of people accounts. If this has happened to you and anyone you know please contact me. The problem was on September 13th (early evening I think) into early sunday. I personally spoke to a least 5 other people who were unable to get cash from these machines and had to get credit from casinos for food, cabs etc.

Laura
Los Angeles, California
U.S.A.