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ATM did not dispense cash when withdrawing money — What to do?




You’re trying to withdraw cash using an Automated Teller Machine (ATM), but the money was not dispensed and yet the amount was deducted from your account. Oh no!

That really sucks, but don’t panic. Here are tips on how to deal with this kind of situation.

1. Keep the transaction receipt.

If the machine issued a transaction receipt, make sure you get it from the ATM and keep it. Check if the receipt contains the date and time of your withdrawal transaction. If not, make sure you take note of the date and time of the transaction and once you’re at home, write those details at the back of the receipt. Also write down the exact location of the ATM that did not dispense cash. Make sure you photocopy the transaction receipt, since most receipts are printed on thermal paper whose prints fade over time.

2. Report the transaction to your bank.

If the ATM is located in a branch that is still open (within operating hours), report the transaction immediately to the branch staff. They will assist you regarding the next steps. Alternatively, call the bank’s hotline and report the transaction.

Here are Telephone Numbers of some of the big banks in the Philippines:

  • Asia United Bank (AUB) – 638-6888 / 631-3333 / 636-6107
  • Banco de Oro (BDO) – 840-7000 / 702-6242
  • Bank of the Philippine Islands (BPI) – 89-100
  • China Banking Corporation (ChinaBank) – 885-5555 / 885-5402 / 818-5038
  • Citibank – 894-7700
  • Development Bank of the Philippines (DBP) – 818-9511 to 818-9520 local 3510
  • East West Banking Corp. (EastWest Bank) – 575-3888 / 575-3870
  • Hongkong & Shanghai Banking Corporation (HSBC) – 581-7710
  • Land Bank of the Philippines (LandBank) – 522-0000
  • Metrobank – 898-8000 / 857-0000 / 898-9062
  • Philippine National Bank (PNB) – 891-6267
  • Philippine Veterans Bank – 902-1690 / 840-3655 / 902-1600
  • Rizal Commercial Banking Corporation (RCBC) – 894-9000 / 894-9995
  • Security Bank – 888-7710
  • Standard Chartered Bank – 886-7888
  • UnionBank of the Philippines (UBP) – 667-6388 / 813-5715 / 892-0011

Explain to the bank’s representative the details of what happened and ask when you can expect an update on or resolution of your case.

3. Submit a formal complaint to your bank.

If your case is not immediately resolved, file a written letter of complaint addressed to the bank. Explain the details of the withdrawal transaction. Also attach a copy of your transaction receipt, but do not submit the original copy — unless officially requested by the bank! When you submit your letter, take note of the name and position of the person who received it and inquire when you can expect a response from the bank.

4. Follow up if the bank did not respond within the given time.

If you did not hear from the bank within the waiting period they gave you, call or visit the branch to follow up. Courteously but firmly ask for an update, and if they won’t give you a definite answer, inform them that you will elevate your request to the Bangko Sentral ng Pilipinas (BSP).

5. Report your complaint to the BSP.

If the bank did not promptly act on your complaint, submit a formal report to the BSP. Include in your complaint letter details such as:

  • incident of the ATM not dispensing cash (include amount withdrawn, time and date of transaction, ATM location, etc.);
  • how long you have been waiting for the bank to resolve your request;
  • when you followed up with your bank and update you got from them, if any

Submit your letter of complaint to the BSP. Here are their 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: consumeraffairs@bsp.gov.ph

Telephone Number: (+632) 708-7087

We hope with these tips, you’ll get your money back as soon as possible!

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