No cash at dispenser

May I express my frustration with Lloyds TSB bank? On September 4, just after midnight, my son used one of their cash dispensers to withdraw £130. However, no money came out of the machine but on checking his balance it showed it had.

When the bank opened that morning he went in to explain the problem and was asked to fill in a form and told it would take up to 21 days to get the money back.

On the 21st day, after receiving no communication at all, he went back to the branch and was told nothing had been done because they had telephoned him on the 13th and left a message for him to go back to the branch to sign a form. His phone showed no missed calls and no messages on the voice mail (he was checking on a daily basis). They then said it could be another 21 days.

I rang Lloyds complaints department and also spoke to a manager at the Queen Square branch, asking if my son had not gone into the branch on the 25th, at what stage would anyone have bothered to try to reach him again. I also asked for the money to be refunded while they sort out the problem, because none of this was my son's doing. However, this is not company policy

While everyone is full of apologies, the fact remains that it could be six weeks before the money is refunded. I realise £130 is a drop in the ocean to Lloyds, but it is a lot of money to some people, so lessons have been learned – don't trust cash dispensers and don't expect customer care from Lloyds.

Brenda Turner, Pool Hall Crescent, Castlecroft, Wolverhampton.