Santander's Spanish ATM dispensed no cash just long delays

I used my Santander debit card to withdraw €140 from a Santander bank ATM in Spain last October. The machine produced a receipt but no cash. I tried to resolve this inside the branch and on the phone to the UK. Santander reimbursed the money but, in December, took it back saying it believed the money had been dispensed. It sent "proof" but this was a printout showing only hash symbols and dummy characters. On 5 January I protested but got no reply. I sent a recorded delivery letter on 8 February and received a response on 28 February: a letter dated 14 February. I have heard nothing more. AD, Manchester Santander says it has checked again and there was no surplus money in the cash machine at that time. This doesn't prove you received bank notes – you immediately went into the branch with no money but Santander is relying on the computer which says nothing went wrong. Santander accepts it delayed two months before telling you it was redebiting your account and so it has agreed to return the £121 in question, adding £20 for the inconvenience. You can email Margaret Dibben at [email protected] or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.