Dealing with IT

Two days ago I put my debit card into an ATM at the Holiday Inn Lido and asked for 2,000 RMB. The machine acted like it wanted to give me the money. Three times it tried to spit it out. I heard the sound of bills being counted, followed by a grinding sound. But no bills came. Then a message flashed across the screen, "This machine is OUT OF ORDER." Sandee and Melissa were standing there with me, so they stood guard over the sick ATM while I went to the bank. They were just locking the door. I checked my balance on another machine, and my balance was 2,000 RMB less. I called the Customer Service Number. Come back tomorrow with your bank book, they said. We also found the assistant manager of the hotel and reported the problem, gave him my name and telephone number and asked for his help.

When I returned the next day a bank employee made a photocopy of my debit card and told me several times that maybe they would check the machine and maybe they would redeposit my money. I suggested that she should not use maybe. Maybe is not a good word in this situation. "Don't worry," she said. "If the story is true, maybe we will put the money back." They needed to check the machine. Come back tomorrow. I called Customer Service again. This tiime the person I spoke to assured me that if the money wasn't back in my account the next day I should call them and IT would get to work on IT. IT can check all the machine records. IT can look at the camera. (There WAS a camera...I hope IT was working.) Once IT takes over they are required to resolve the problem within 5 working days. This sounded good to me. I felt better.

I returned to the bank today. This time I learned that the person whose responsibility it is to check the machine was "resting". Maybe she would be able to check tomorrow. I asked if she was resting at work or at home. That wasn't a good question. I was told that there was no way to know how many days it would take to check the machine. But I shouldn't worry; if the story is true my money will be returned to my account. I said, "The story IS true, but how does the machine know it's true?" At that question the woman said something I didn't understand and walked out on me. She reappeared after a few minutes later but wouldn't look at me. I called Customer Service again. This time, I was asked several times if I had verified my transactions. Were they up to date. Several times I replied in the affirmative. I couldn't get past this question. Finally, I was told the machine would check itself and my money would be returned to my account after 3 working days...that is, IF the machine that was out of order in the first place works well enough to not be out of order when it is time for it to check itself. I will go back tomorrow. Who knows what will happen next.