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
|Bank of the Philippine Islands||89-100
|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
|Metropolitan Bank and Trust Company||Trunkline: 898-8000, 857-0000 / 898-9062
|Philippine National Bank||(02) 891-6267
|Union Bank of the Philippines||Trunkline: 667-6388 / 813-5715 / 892-0011 / 893-8613 / 813-5715
|Security Bank Corporation||888-7710
|Rizal Commercial Banking Corporation||Trunkline: 894-9000 / 894-9995
|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:
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:
- 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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