One bright and bustling morning in Paris, I was on my way to the local market. My routine involves first heading to the nearest ATM to pick up some cashMoney in physical form such as banknotes and coins. More, not because I’m a cash geek but because a couple of my favourite merchants at the market only accept cash, and most prefer it.
The ATM is located in the transactional area of an LCL bank branch – LCL is part of the Crédit Agricole group. The location is important as I now realise that I have become a frequent visitor to this particular device. Why? First, it is conveniently located, but there are other ATMs in the area. Moreover, as it is inside a branch, it offers more privacy; it offers protection from the rain, the cold as well as the glare of the sun on the screen. The device is clean and features a large touch screen. It is often argued that ATMs are commoditised, and all provide the same service. Some ATMs deliver a better experience than others.
Withdrawing moneyFrom the Latin word moneta, nickname that was given by Romans to the goddess Juno because there was a minting workshop next to her temple. Money is any item that is generally accepted as payment for goods and services and repayment of debts, such as taxes, in a particular region, country or socio-economic context. Its onset dates back to the origins of humanity and its physical representation has taken on very varied forms until the appearance of metal coins. The banknote, a typical representati... More is usually a mundane task, something I’ve done countless times before. This time, however, my withdrawal took an unexpected twist.
I approached the ATM, inserted my card, and entered my PIN. After requesting cash, the familiar icons appeared on the screen, inviting me to select the mix of banknotes. I tapped on my preferred option and heard the familiar whir of the machine as my card popped out of the card reader. There’s a regulation in France that requires ATMs to return the card before dispensing the cash. It’s a thoughtful safety feature designed to prevent users from forgetting their cards. By returning the card first, ATMs prompt users to collect their card before receiving their cash and receipt, reducing the risk of leaving cards unattended. The downside is that this has led me to forget my card on several occasions when using ATMs overseas.
It wasn’t until I was at the market, reaching into my pocket to pay for my vegetables, that I realized I had no cash. I tried to recall what I had done since visiting the ATM and had no recollection of picking up the cash. I recalled answering my phone in the bank which is likely the source of my distraction. The Japanese city of Osaka has introduced a ban on phone use while operating ATMs for individuals aged 65 and older, in an effort to combat scams. I believe the guidelines also apply to those under 65 ansd outside of Osaka. I was unable to pay the merchant, who is cardless, and kindly invited me to pay him next time. As I rushed back to the bank, images of my cash being picked up by some lucky passerby or whisked away back into the ATM crossed my mind.
At the branch, I approached an employee standing behind a meet-and-greet desk and explained my situation. He asked for my ID, which I didn’t have with me. He then invited me to check if the transaction was visible on my bank app. It wasn’t there. I asked him whether he could access the transaction log from the ATM or check whether the cash was in the escrow box. This request seemed to make me look suspicious. He invited me to take a seat while he made inquiries.
I sat in the waiting area, which was slightly awkward as several people walked into the branch and asked to see the bank employee. However, 10-15 minutes later, the employee returned, came towards me, and handed me a wad of cash, secured with a paperSee Banknote paper. More clip and adorned with a post-it note with the time of the transaction.
I thanked him warmly, relieved and a bitIn computers, the basic unit of digital information; contraction of BInary digiT. More sheepish. I wasn’t expecting to receive the money right away. I had imagined I would need to fill out paperwork and wait for it to be processed by the bank. The employee shook my hand and smiled, turning what could have been a time-consuming ordeal into a pleasant encounter.
I walked out of the bank thinking that this had been a great customer experience. It would have been a different story if this had happened at an off-site ATM with no one to talk to. Back at the office, I checked the bank’s website to see whether this situation was covered and what the recommended course of action would be. There are no specific guidelines for this scenario, only a contact e-mail. I do not know how long the recovery process would have taken or how many emails or calls would have been required if I had to solve the problem via a digital platform.
But I do know I was impressed by the way the issue was handled, and it has confirmed my belief that digital processes—including cash withdrawals—work best when there is a human touch. In an increasingly automated world, it’s reassuring to know that sometimes, a friendly face and a helping hand make all the difference. Thank you to LCL and their employee.