Banks Poor design of ATM machine for cash deposit
Miss X went to DBS bank to deposit 13 pieces of $1,000 into the ATM machine.

The ATM machine showed $12,000 and have a big button for CONFIRM and a link to add more deposit. 

Miss X looked for the CANCEL button but there was no such button.

She clicked on CONFIRM as she had to proceed with the transaction. She thought that there will be another screen to allow her to change the input.

She obtained a receipt for $12,000. She panicked. Her mind went blank. She was quite sure that she had deposited $13,000. She counted the money before she left her office and was very sure is $13,000.

She quickly went home and called DBS immediately. She looked through the letters for the customer service number that DBS sent to her previously.

The call went through to the call center. She had to press many buttons before a staff finally answered the call.

She explained the situation to the staff. The staff agreed to check. There was no further news. She followed up three times and was told not to worry. 

Miss X also went to the branch and explained the situation to another staff. The staff checked and told her that the bank has closed the case as they were not able to get her on her phone. The staff advised her to make a police report which she did.

I helped Miss X to approached DBS Bank again on this matter. After a few days, the bank replied that they had checked the cash received at the ATM machine. There was no error. 

Miss X asked for further detail about the check carried out, but they refused to provide any further information.

I investigated the work flow at the ATM machine and confirmed that there was no CANCEL button in the screen. A bank staff explained to me that the customer could exit the screen or press the CANCEL button on the keyboard. But I said that this information was not clear to the lay person. Why can't they display a CANCEL button next to the CONFIRM button?

Tan Kin Lian

Vote - do you agree that the screen on the ATM machine was not helpful?
 

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