Rob Walensky

Dec 20, 2024

ATM and customer service

December 12th I went through the Holmen Branch drive through and deposited $3400.00 in $100.00 bills in the ATM. I knew this because I went to the casino the previous day and had a receipt of what I received. Prior to driving into the ATM I also stopped and counted the bills again. I deposited the bills, two came back out because of what I assumed was because they were turned over, and the ATM said $3100.00. I deposited the two bills that were initially rejected for a total of $3300.00. I immediately drove around and went inside. I met with the bank employee, and after explaining the issue I met with a supervisor. Both went out to the ATM and checked to see if a bill was stuck in some trap in the ATM. I was informed there was not one stuck. I was informed that the machine was audited on Thursdays or Fridays, which meant I had to wait a week for them to recover the $100.00 bill I knew was missing. Waiting was not a big deal, although it was odd that these machines were not audited more frequently or this could not be looked into sooner with a specific issue. December 19th I received a call from Altra stating that they did the audit and did not locate the $100.00 bill. There really was not other course of action at this point told to me. A comment was made about using a money counter and those are almost always completely accurate. I happen to work in a job where these are used and errors are made with them, thus the typical run the cash through twice to see if you get the same response from them occurs. I have no idea what occurred as I know little or nothing about ATMs, but I knew that I was missing $100.00 after using this ATM the week prior. In any event, the staff was pleasant about it and the conversation was ended. I was not going to make a big deal about $100.00, but the more I thought about it I felt that someone needed to know this occurred. It must happen that people drop bills in their car or outside the car at the ATM, because more than one ALTRA employee brought this up to me. I am confident the way this was handled that was not the case here. December 20th I got on Altra chat and was provided with a telephone number, extension and directions to contact a supervisor. I already talked to management at the branch in question so I did not want to chat with them again. I called and then was told to send an email. I explained that I was following the chat directions and now being told something different. After further checking I was offered to be put in contact with the management at the branch where this occurred. I already spoke with them so it did not make sense to rehash the same information with the same people again. I was then told that I could not be provided with the name of another manager and I would have to contact the branch management in question and escalate it with them and then someone would contact me. This is where the customer service issues come in with Altra. It becomes a time consuming mess frequently trying to do anything with them outside of simple and normal. I am now two hours into this and it just becomes not worth it for $100.00, but then again with little or no staff available to help one is stuck using ATM's frequently and I do not want this to happen again. This is another thing added to a growing list of customer service issues with Altra that I have experienced. Added after response: There is zero concern for a jam in the machine. I'm fact it allowed me to put two additional bills so I have no concern the machine jammed. The response does nothing to address this. I suspect being new bills from the casino they were stuck and went through as one bill or something to that affect.