ANCHOR LEAD
THEY'RE QUICK, CONVENIENT, AND DISPENSE PLENTY OF DOUGH. WE'RE TALKING ABOUT ATM MACHINES. BUT SOMETIMES, TRANSACTIONS DON'T GO AS PLANNED. SCOTT HANSON GIVES YOU A HEADS UP ON WHAT TO DO IF YOU EXPERIENCE TRANSACTION TROUBLES.

TRACK ONE Length :06
LIKE MANY OF US...MARIA RAMIREZ RUNS TO THE ATM WHEN SHE NEEDS CASH. BUT, ON THE NIGHT OF HER BACHELORETTE PARTY...

SOT
KEY@ :07 Maria Ramirez, Had ATM problems
"My ATM card asked for my pin number, everything, and did not give me any money and refused to give me my card back."

TRACK TWO Length :02
MARIA WAS FRUSTRATED...

SOT
"I was like...this isn't happening to me!"

TRACK THREE Length :08
SO, SHE CALLED AND REPORTED THE PROBLEM TO THE BANK THAT ISSUED HER CARD. CONSUMER AFFAIRS ADVOCATE KATHLEEN NAGLE SAYS MARIA MADE THE RIGHT MOVE...

SOT
Key @ :25 Kathleen Nagle, Supervisory Consumer Affairs Specialist
"It's always a good idea to contact them immediately by telephone and then to follow up in writing."

TRACK FOUR Length :14
ONE OF THE BIGGEST MISCONCEPTIONS? CALL THE NUMBER ON THE ATM MACHINE.
IT'S ACTUALLY YOUR FINANCIAL INSTITUTION THAT'S RESPONSIBLE FOR INVESTIGATING ...WHETHER THE
A-T-M ATE YOUR CARD...GAVE YOU LESS MONEY THAN YOU ASKED FOR...OR FAILED TO REGISTER YOUR DEPOSIT.

SOT
Key @ :44 Kathleen Nagle, Supervisory Consumer Affairs Specialist
"They'll take a look at what actually happened, what their records say, what your records say. They'll work with you to resolve that problem."

TRACK FIVE Length :04
AND WITH THE COMPANY THAT OWNS THE MACHINE, IF IT'S NOT THEIR OWN.
AS ALWAYS....

SOT
Key @ :54 Kathleen Nagle, Supervisory Consumer Affairs Specialist
"It's very important to keep good records, keep your receipts, and to stay on top of what your account balance is."

TRACK SIX Length :10
THERE ARE ABOUT TEN BILLION
ATM TRANSACTIONS IN THE U.S. EACH YEAR AND NAGLE SAYS FEDERAL REGULATORS HEAR FEW COMPLAINTS...
MARIA CERTAINLY HAD ONE THE NIGHT OF HER PARTY....

SOT
KEY@ 1:11 Maria Ramirez, Had ATM problems
"I tried pressing ever button possible to see if it would come back out and it didn't, and I just had to leave..."

TRACK SEVEN Length :07
BUT HER BANK DID INVESTIGATE AND EVENTUALLY GAVE HER A NEW ATM CARD... SHE SAYS SHE'S NOW USING IT A LITTLE LESS OFTEN.

SOT
KEY@ 1:22 Maria Ramirez, Had ATM problems
"I never go to an ATM anymore after the bank is closed."

TRACK EIGHT/STANDUP Length :10
IF YOU FEEL YOUR BANK ISN'T BEING COOPERATIVE, OR YOU DON'T GET THE RESPONSE YOU THINK YOU DESERVE, CONTACT THE FEDERAL AGENCY THAT REGULATES YOUR BANK... I'M SCOTT HANSON FOR HEADS UP.

ANCHOR TAG
IF YOU'RE NOT SURE WHICH AGENCY HAS JURISDICTION OVER YOUR BANK, JUST CALL THE BRANCH YOU DO BUSINESS WITH AND ASK....OR YOU CAN VISIT THIS WEBSITE: www.ffiec.gov/nic/default.htm AND CLICK ON INSTITUTION SEARCH.
SO, WHAT'S THE NUMBER POSTED AT THE ATM ACTUALLY FOR? TO REPORT A NON-WORKING MACHINE, SO IT CAN BE REPAIRED, OR FOR AN EMERGENCY SITUATION.

SOURCE LIST

John Hall-Informational Interview
American Bankers Association
202-663-5473

Kathleen Nagle
Supervisory Consumer Affairs Specialist
FDIC
Division of Supervision and Consumer Protection
1-202-898-6541