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ATM experience in Edinburgh

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We have used ATMs freely all over Europe and elsewhere, for years. On this recent visit to Scotland, we went inside the Royal Bank of Scotland, at what I think is their headquarters in the New Town in Edinburgh. After what seemed like the normal sequence, the machine said transaction cancelled and kept my card. I went over to a bank employee and explained my problem. No sympathy, no recourse. Only if I had an account at RBS, could something be done. Otherwise the fault was mine, either I'd stolen the card or my account was empty.

I then spent a long time on the phone to the US, including time on hold, cancelling my debit/ATM card and confirming that there was plenty of money in the account as well as a note about my foreign travel.

I never had a problem before, so must assume this was a one off. But I'm left with a very negative impression of the Royal Bank of Scotland.

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