Issues withdrawing cash?

Issues withdrawing cash?

If you’ve had some trouble or issues withdrawing cash, there are procedures to help you out!

Unfortunately, like humans, machines can sometimes make mistakes. That means on rare occasions, an ATM may dispense the incorrect amount of money or even swallow your bank card.

We understand it can be very frustrating if you have issues withdrawing cash. However, be assured that there are procedures that allow you to resolve the situation as quickly and easily as possible.

Here’s what you need to do step by step if you have an issue with a cash withdrawal:

Cash retraction:

So, you have requested cash from the ATM, the transaction has been processed and the cash has been presented for you to take. The ATM will make a number of notification noises prompting you to take your cash for up to 45 seconds. You may have been distracted and suddenly the cash gets drawn back into the ATM. Unfortunately this is standard safety protocol and is called a cash retract.

Essentially, the cash has been left exposed for longer than allowed. The safety protocol protects you and avoids situations where the next customer could pocket your cash and you have no way of receiving a refund.

If you are ever in a situation where the ATM retracts your cash, get in touch with your bank. The bank will be the one to take the dispute forward, not Euronet.

The cash retract is a digital transaction that will be ratified by the ATM software audit log. Once the ATM has counted the amount still in the ATM and the amount withdrawn, rest assured that the withdrawal amount will return to your account within 48 hours as the ATM will pick up on it.

What to do if you are faced with any sort of cash withdrawal issue:

  1. Make a note of the time, date, and place where the situation occurred. This will help your bank when reviewing the claim.
  2. Call your bank: If you contact the cash machine ATM provider first they will simply refer you back to the bank.
  3. Once your dispute has been raised, the bank will approach the relevant cash machine provider. If it’s an issue regarding cash inaccuracies, they’ll check a record of the ATM’s transactions. This will provide information on any under/over deliveries of cash, or if any cash was requested/dispensed on the date advised.  In the majority of cash claims, the bank will automatically reimburse you while they hold an investigation.

Here’s what to do if your card has been swallowed:

  • Call your bank, explain the situation and they will tell you that the new card will be sent to your postal address or in some cases, you will have to go to your local bank branch and request a new card. This will not take long and the new card arrives quickly. Some banks may even print a new card for you whilst you wait!

Once the bank and the ATM provider have investigated the claim, you will be notified and the situation is usually resolved. However, if you do not feel that the claim has been resolved to your satisfaction, you always have the option to make a claim with the Financial Ombudsman.

ATMs are here to provide you with easy access to your cash, and occasionally, things can go wrong. There’s a great team behind the scenes making sure that your ATM experience is perfect but they’re also available when things don’t quite go to plan.

For more information and advice, you can reach out to us on Twitter and Facebook! You can also contact us directly through our website.

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