My wife was on holiday in the UK and tried to draw money from an ATM machine. The machine did not pay out but the money was taken from our account. She went to another ATM machine and got payment OK. Thanks to online banking I spotted that two transaction for the same amount plus commission to convert to Euros was taken from our account within minutes of each other. The machine was obviously faulty because the person previous could not obtain any money either. She complained at the bank branch Nat West, and was told at the counter that there is nothing that they could do, and to claim it back from our own bank in Ireland, which I have done. They tell me it will take at least two weeks to before they will find out even if I can get a refund. In the mean time they have my money, they would be quick to let me know if I had their money. What do I do if they refuse to refund me?