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What to Do if ATM Debited the Account but didn’t Dispense Cash

An ATM card is a convenient way to carry money without endangering yourself from mandurukots and holdapers. Most, if not all the companies here in the Philippines adopt the ATM payroll in disbursing salaries of their employees. But what if you use your card to make a withdrawal but the ATM did not dispense the cash and when you did a balance check, the account was already debited! Yes, it rarely occurs but it is very annoying because it can leave you penniless especially if it is your payroll account.

What to Do if ATM Debited the Account but Fails to Release Cash

On November 6, 2017, the Bangko Sentral ng Pilipinas ( Central Bank of the Philippines or BSP) released an advisory on their Facebook page regarding this issue. The BSP advises the public on what to do in case of undispensed withdrawal. Here is what you need to do if the ATM fails to released cash but debited your account.

1. Take Note

Write down the exact amount, date, time, ATM location and other information relevant to your transaction.

2. Keep your receipt

If the ATM released a receipt of the transaction, keep it in a secured place. Most machines releases receipts printed on a thermal paper and it fades over time. Have it photocopied or take a snapshot using a smartphone.

3. Report immediately

Report the incident immediately. Call your card issuer or bank hotline and report all the details of the incident. It will take about 5-10 banking days for the bank to refund your money. Here are the hotline numbers of the 10 biggest banks in the Philippines. If your bank is not on the list, please refer to BSP’s directory of banks.

Bank Name Trunkline Numbers
BDO Unibank Inc. Trunkline: 840-7000 / 702-6242
Fax: 636-7508
Bank of the Philippine Islands 89-100
Fax: 891-0183
United Coconut Planters Bank Trunkline: (632) 811-9000 / local 1000 to 1002
Fax: (632) 811-9062
China Banking Corporation Trunkline: 885-5555 / 885-5402 / 818-5038
Fax: 878-3492
Metropolitan Bank and Trust Company Trunkline: 898-8000, 857-0000 / 898-9062
Fax: 752-5063
Philippine National Bank (02) 891-6267
Fax: 891-6266
Union Bank of the Philippines Trunkline: 667-6388 / 813-5715 / 892-0011 / 893-8613 / 813-5715
Fax: 636-6289
Security Bank Corporation 888-7710
Fax: 894-5295
Rizal Commercial Banking Corporation Trunkline: 894-9000 / 894-9995
Fax: 891-0748
Land Bank of the Philippines Trunkline: 522-0000 loc. 7143, 7484, 7318
Fax: 528-8568; 528-8549; 528-8580

4. File a formal complaint

In case the incident is not resolved, you may file a letter of complaint with your bank. Include all the supporting documents like your transaction receipt.

5. Report to BSP

If the bank does not act on your complaint, report to the BSP. Include all details and copies of your supporting documents. Submit your report to this address:

Bangko Sentral ng Pilipinas contact details

Financial Consumer Protection Department

Bangko Sentral ng Pilipinas

Ground Floor, Multi-Storey Building, BSP Complex A. Mabini St., Malate, Manila 1004

E-mail: [email protected]

Tel. No.: (+632)708-7087

Things to Consider When Using the ATM Card

Here are some important reminders when you are withdrawing money from ATM to minimize the risk of undispensed cash:

tips to prevent atm captured cash

  • If possible, withdraw from the machine of your bank. This way, you can avoid the trouble of reporting to 2 different banks in case you did not get the money.
  • Check first if the ATM has an indicated TID or terminal ID. Some ATMs do not dispense receipts due to some reasons. Knowing the TID will make it easier for you to report the incident.
  • To check if the machine is working or not, try to withdraw a small amount first. Only do this if you are withdrawing from your bank’s ATM unless you don’t mind paying the withdrawal charges.
  • Always have a spare money in your wallet to be able to go home or to load your mobile credits in case you need to make a call.

If you have comments, suggestions, or experience regarding this matter, feel free to drop a comment below. Thank you and good day!

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This post first appeared on PesoMind, please read the originial post: here

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What to Do if ATM Debited the Account but didn’t Dispense Cash


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