Author Topic: BPI ATM did not dispense cash; money still not returned (Read 12853 times)

restless · « **on:** Oct 14, 2007, 08:07 PM »

Hi folks -- I'm new here.

Almost two weeks ago, I tried to withdraw 20,000 PHP from a BPI ATM using my Cirrus/Maestro card (not issued by BPI). The machine sounded like it was counting notes and then, suddenly my card was ejected but no cash! Luckily, I have a receipt for the transaction that reads, "no bills dispensed". I checked my account balance later that night and found that indeed, I had been debited 20,000.

Please note that I have successfully used BPI ATM's to withdraw cash on many occasions.

Anyways, I call the BPI customer service number 89100 to report the problem. The girl carefully recorded all the details about ATM location, date, time, my card number and name, etc and told me that I should receive a refund within a few days. Ok great. They gave me a reference number for the report.

Now it's one week later and the customer service claim they have investigated and cannot find the lost ATM transaction! So I go to the local BPI branch and report the incident. I bring the evidence -- my ATM receipt that reads, "no bills dispensed" and a copy of my internet banking statement showing the 20,000 debit. The manager files another report.

Now it's two weeks later and I still don't have the money back. I reported the problem to my home bank but it seems there's not much they can do about it either.

20,000 is a lot of money to me. If it was only 2,000 I would not be so worried but now I'm starting to get worried and annoyed.

Help! What do I do now? Anybody have a simliar experience? Is there anyone at expressnet I can contact? I sent a fax to the senior VP for card services at BPI but did not get a response.

Thanks,
Restless.

FutureGizmo · « **Reply #1 on:** Oct 14, 2007, 08:53 PM »

@restless, that must be really annoying. I suggest you go back to your branch of account and ask them about the status of your claim. They should at least give you something, like your claim is being processed or investigated, blah blah blah.

"We don't know what's going on" is not an acceptable reply. If that's what they keep on saying, withdraw all your cash and move to a new bank (of course, get your refund first). I'm not sure exactly what BPI's Customer Support told you but I'd try to contact them again and inquire about the status of the claim, using the reference number. If they can't give you anything, ask them exactly what you can do. Tell them you can't simply charge this as a loss.

part_timer_lang · « **Reply #2 on:** Oct 14, 2007, 09:20 PM »

@restless, after you called the customer service, did you file a notarized, written report? If hindi pa, baka kailangan mo ng gawin at i-attach iyong photocopies ng mga transaction slips mo.

annanymous · « **Reply #3 on:** Oct 14, 2007, 09:28 PM »

Hmmm... Ganyang-ganyan din ang nangyari sa officemate ko pero sa Metrobank naman. Weird. Hindi kaya bagong modus operandi ito?

The_Businessman · « **Reply #4 on:** Oct 14, 2007, 09:31 PM »

@restless

1. prepare a formal letter of complaint.
2. Attach a photocopy of your documents including the reference numbers they gave you.
3. Send/Bring this letter to the officer of BPI who handles ATM refunds.
4. Follow-up from the bank manager as often as possible.

Be patient, as your own depository bank has shown the inability to provide assistance, BPI wouldn't treat you as special because you are not their client in the first place. They are too big to handle your case expeditiously. I think you would still be able to get your money back. But it might take longer you than expected or as they promised. Besides, I believe under normal circumstances, these refunds really take around two weeks.

twinkle · « **Reply #5 on:** Oct 15, 2007, 04:49 PM »

Nangyari rin yan sa akin, twice last year. the first incident, i used my bpi atm card at bpi atm machine din ang hindi nag dispense ng money. worst is, ung atm receipt indicated na successful ung transaction. so i called immediately the customer service hotline at sinabihan ako to wait for 7-10 banking days para ma-return ung money ko sa account ko. after all the investigation ek-ek pa daw kasi. Hindi ko na maalala kung ilang days pa ako naghintay nun, ang naalala ko lang is napipikon na ko sa tagal. Ung 2nd incident, i was using my bpi atm card, at ung BDO atm machine naman hindi nag dispense ng money. again, ung receipt e successful ung transaction so xempre, complain na naman ulit sa customer service hotline. Sabi rin after 7 banking days pero tumagal ng 15 banking days at hindi pa rin nabalik ung money ko. ang explanation nila is, under investigation kuno-kuno na naman. Ang sabi pa is, titignan pa raw ung video dun sa atm machine na pinag widrawhan ko ng money kung talagang walang na-dispense. so medyo nakipag away pa ko dahil parang ako pa ang lumabas na nanloloko e ako na nga ang napeperwisyo. After another 10 days pa yata un bago nila naibalik sa account ko ung money ko.

With your case, ngayon ko lang nadinig ung "lost transaction record". Tama ba ang intindi ko? sinasabi nila na hindi nila ma-locate ung transaction made under your account kaya hindi nila matapos ang investigation? well, if that's the case, how many transaction records ang nawawala sa kanila everyday? nakakatakot yata yan ah....
ang feeling ko dyan is wala lang silang mabigay na sagot dahil hindi pa na-uumpisahan ang investigation sa account mo. parang un ang standard line para sa mga nag-fo-follow up pero wala pa talagang action na nagagawa under your account. i suggest na mangulit ka....dun sa manager ng nag file ng another report, sa customer service hotline at dun sa pinag-faxan mo.

hay, ganyan talaga sila. ikaw na ang naistorbo at naperwisyo ,ikaw pa rin ang maghihintay. no choice kundi ang mag pasensya.....dalasan mo na lang siguro ung pagfollow-up. Coz nare-record naman siguro nila ung no. of times na tumawag ka para mag complain, baka sakali mabilisan nila ang aksyon sa case mo.

2slick · « **Reply #6 on:** Oct 15, 2007, 04:57 PM »

natatakot na tuloy ako mag withdraw sa BPI ATM,

OT:nangyari sa akin dati dun sa BDO 24 hours lang nabalik, gamit ko smart money card pinagpalitan ng e-gold mejo malalaki nun kasi hayuk pa mga tao noon sa HYIP.

sa PNB din remittance galing LA, nag withdraw alang lumabas 2 days bago nakuha. na audit naman nilang walang pera talagang lumabas.

len · « **Reply #7 on:** Oct 15, 2007, 05:11 PM »

nakakatakot yan a, magwi-withdraw pa naman ako ng pang-tuition next wk, kahit hindi BPI yung ATM ko, nakakakaba pa rin.

@restless
korek sila lahat, file kana agad ng formal complaint para seryosohin ka nila.
sana naman makuha mo na agad pera mo. and i t doesnt matter kung 20k yan or 2k lang, pera mo pa rin yun, pinaghirapan mo, kaya dapat nilang ayusin at ibalik sa yo....

harley · « **Reply #8 on:** Oct 15, 2007, 05:30 PM »

^ len i suggest you withdraw over the counter na lang.
I do practice withdrawing over the counter kahit small amounts lang para masanay lang.

at least pag otc, pag nagkamali yung teller, madaling maayos.

len · « **Reply #9 on:** Oct 15, 2007, 05:54 PM »

oo nga e, mag-otc na nga lang ako... mahirap na baka pati pang-tuition ng anak ko e masilat pa.

twinkle · « **Reply #10 on:** Oct 15, 2007, 06:02 PM »

isa pa palang tip, when withdrawing sa atm machine, mag 4K per transation na lang kesa sa fast cash prompt na 10K - 20K agad. Kasi pag hindi nag dispense ung machine, ang laki agad part ng money mo ang hindi mo makukuha at matatagalan ka pa marecover un. at least kung 4k lang muna at hindi mag dispense, pwede mo pa makuha at magamit ung remaining money mo withdrawing otc.

yan yata ang lesson na natutunan ko since nangyari sa kin ung experience na yan last year. di bale ng magtagal ako sa atm machine kaka-4k/transaction masigurado ko lang na nagdi-dispense tlaga ung machine.....

but if you're not in a hurry naman, correct si harley, otc na lang.

chad · « **Reply #11 on:** Oct 15, 2007, 06:41 PM »

nangyari na din sakin to, nagsabi ako sa BPI and sa bank ko(RCBC), since nasa kanila ang account ko. after 7 banking days na balik naman sa account ko yugn amount.

rma2003 · « **Reply #12 on:** Oct 31, 2007, 08:10 AM »

This is really alarming. Now that many are relying on the ease and convenience which ATM's provide, these glitches show that the services banks are providing may be lagging behind the demand.

Twice ko na ring naranasan toh sa Metrobank ATM's in other places, but each time, naibabalik yung pera within a week.

Keep us posted of the progress of your claim.

P.S. - By the way, which BPI ATM branch did you experience this glitch, restless?

VincentG · « **Reply #13 on:** Oct 31, 2007, 10:40 AM »

naku...... kaka bad trip if ganun... dapat sana may call log ang customer support...na e record ang bawat conversation nila.

OT: My experience in Pinas is yung isang pinaka bad trip pumunta sa isang ATM ay pipila ka at marami naka pila na may bitbit na ATM na marami na parang Loan ata ng mga SSS pensioner na if nag mamadali ka, dapat mo silang patapusin (cguro mga 50 ATM cards or more) para maka kuha nga P200? or P500? GEEE!