How a routine deposit turned into a banking nightmare

Theresa Bowen didn’t expect her day to turn into a tug-of-war over $700. She’d done this dozens of times before—pulling up to the same bank ATM, making her usual deposit, then driving off with peace of mind. But on this particular trip, the machine had other plans.

The ATM took her money, took her card, and didn’t spit out a single receipt.

 

When Banking Convenience Becomes a Risk

Digital banking and drive-through ATMs have been marketed as safe and convenient alternatives to teller lines. And for the most part, they are. But what happens when the machine malfunctions—and the burden of proof falls squarely on you?

In Theresa’s case, the ATM seemed to go haywire right after she inserted her cash. She recalled that the machine’s processes became disrupted somehow and kept cycling through the screen options. When she tried to cancel the transaction, the machine kept her money and her card, offering no confirmation or receipt.

 

What happens when an ATM malfunctions—and the burden of proof falls squarely on you? (img src: DALL-E)

 

Her first instinct was the right one—she immediately walked into the bank and reported the issue. A bank employee took down the details and explained that it would take 7 to 10 business days to investigate. That timeframe may be standard protocol, but for Theresa, it meant a long, stressful wait without her $700.

Then came the real gut-punch: five days later, the bank mailed her a letter claiming their investigation found no evidence she had deposited the cash. Not only was the money missing, but the letter implied that maybe Theresa herself had made a mistake—perhaps mixing up the date or the amount.

But she hadn’t. It was $700, the same amount she deposited almost every week.

 

No Camera, No Receipt, No Proof

Here’s the problem, which is surprising to many consumers: outdoor ATMs often don’t have comprehensive video surveillance of the transaction area or the ability to clearly log every bill inserted. And when a customer doesn’t receive a printed receipt, their ability to prove the deposit shrinks dramatically.

Theresa’s bank, like many others, was probably following internal protocol—but those policies didn’t account for her loyalty, her routine, or her very real loss.

So, what do you do when the bank says “prove it,” and you can’t?

For Theresa, the answer came from a friend who recommended she call TrustDALE. After some media pressure, the bank reversed course and returned the $700 to her account. Just like that.

 

Lessons from the Drive-Through Deposit Dilemma

This isn’t just Theresa’s story. It’s a reminder that even long-time banking customers can be left out in the cold when automation fails.

Here are a few key takeaways:

  • Avoid large cash deposits at ATMs, especially those outside or in drive-through lanes.
  • If you must use an ATM, record the transaction on your phone—even just a quick video of the screen before and after can help if something goes wrong.
  • Always request or wait for a receipt, even if it takes an extra moment.
  • For larger amounts, walk the cash inside and hand it to a teller. Most indoor bank counters have overhead surveillance that can validate your visit if needed.

It may be inconvenient, but it may be safer.

In today’s age of automation, banks have trimmed staff and shuttered branches to cut costs. But when machines fail and systems doubt you, it’s clear that in-person banking still matters—especially when your hard-earned money is on the line.

 

Final Thought: Is the convenience worth the risk?

The next time you pull up to a banking kiosk, ask yourself: would I feel safer handing this over to a person? Because sometimes, peace of mind is worth stepping out of the car.