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Unfortunately, no one is insured against such a situation when the ATM did not dispense money, but the funds were debited from the card. However, the solution to this problem is quite simple, although it may take several days. First of all, the cardholder must immediately contact the bank by calling the hotline.
CONTENT
Watch the video on the topic of the article
What if the ATM did not dispense money, but it was debited from the account?
Why funds have not been issued
In practice, various situations may arise that have become the reason for the non-disbursement of money. Usually they are all related to technical failures:
However, the ATM may refuse to issue money for the following reasons:
Along with the problem of non-disbursement of money, the ATM may not return the card itself. Another nuisance is that funds can be debited from the balance, which can be clarified by calling the hotline or by requesting the balance from a mobile phone / Internet bank.
Thus, very often funds are not issued due to technical problems. In this case, the ATM sends a request for this to the processing center. As a result, the operation is considered perfect from the point of view of the computer system. That is why this money “leaves” the balance, but in fact paper notes are not issued.
What to do first
The most immediate steps must be taken before the ATM.
If the ATM dispenses funds, but they are jammed, the bills have not reached the end, you must very carefully pull them towards you. If they do, the banknotes are fully drawn out and immediately counted, keeping them in the field of view of the camera of the device. She usually takes into the lens the space where the bills are issued. In such cases, it is better to immediately make a recount on camera, so that later the client will have additional proof of his innocence. However, if only small edges of the paper are visible, and it is almost impossible to pull out money, you should not do it forcibly. Then the banknotes will simply tear. This fact must be immediately reported to the bank's contact center.
If the money has not been issued at all, but the card came back out, you need to pick it up and immediately check the balance:
If the funds were debited, you must immediately contact the hotline. This is a free phone, which usually starts with 8 800 (further 7 digits). The number can almost always be found on the bank card itself, as well as on the surface of the ATM. You can also contact the branch (if the ATM is located in the bank's office), invite a consultant to the scene. But in most cases, calling the contact center is much faster.
Another option is that neither money nor card has been issued. In such a situation, you also need to call the contact center. The procedure is as follows.
Refund period
The call center employee accepts the appeal and gives the application number, as well as the deadline for the investigation. Don't forget the data. The bank is required by law to conduct an internal investigation within a maximum of 30 calendar days. This period may increase up to 45 days. This happens in cases where the client has used a third-party ATM (for example, an operation with a Sberbank card was carried out at a ATM).
If the reason for not issuing money is of a purely technical nature, usually the funds are returned to the card automatically (without additional statements) within a working week (3-5 days). If the problems are related to the actions of fraudsters, the investigation time will increase. In any case, the bank must inform the client about the results of the examination within the specified period.
What to do in extreme cases
If the bank refuses to provide funds, and the verification period has already expired, the client has the right to apply to law enforcement agencies by filing an application with the police or court. To do this, you need to attach the maximum amount of evidence:
It is important to understand that almost no one is insured against the risk of non-disbursement of funds. Therefore, it is best to always carry at least a small amount of cash with you. In addition, you can take cards from other banks. If the amount is too large (several hundred thousand), it is preferable to withdraw it at a bank branch through a teller.
CONTENT
- Why funds have not been issued
- What to do first
- Refund period
- What to do in extreme cases
Watch the video on the topic of the article
What if the ATM did not dispense money, but it was debited from the account?
Why funds have not been issued
In practice, various situations may arise that have become the reason for the non-disbursement of money. Usually they are all related to technical failures:
- power outage;
- technical error in the software of the machine;
- malfunction of the mechanism (bills are jammed, the device for issuing them does not work).
However, the ATM may refuse to issue money for the following reasons:
- the card was attacked by fraudsters, so the bank blocked it for security purposes;
- the card has already expired, so the client cannot use it.
Along with the problem of non-disbursement of money, the ATM may not return the card itself. Another nuisance is that funds can be debited from the balance, which can be clarified by calling the hotline or by requesting the balance from a mobile phone / Internet bank.
Thus, very often funds are not issued due to technical problems. In this case, the ATM sends a request for this to the processing center. As a result, the operation is considered perfect from the point of view of the computer system. That is why this money “leaves” the balance, but in fact paper notes are not issued.
What to do first
The most immediate steps must be taken before the ATM.
- The screen is photographed with an inscription about an error in the operation of the ATM (if there is a failure).
- They take the check if it came out of the ATM (for this reason, when carrying out any operation, it is better to ask for a receipt to be printed).
- Write down the device number (on the front side), as well as the address of its location. The most successful option is if the terminal is in a bank branch - then the investigation will be faster.
- Check the balance.
- If the amount is debited, they wait 10-15 minutes: funds may be issued with a delay (due to a technical error).
- Contact the bank's contact center by calling the hotline.
If the ATM dispenses funds, but they are jammed, the bills have not reached the end, you must very carefully pull them towards you. If they do, the banknotes are fully drawn out and immediately counted, keeping them in the field of view of the camera of the device. She usually takes into the lens the space where the bills are issued. In such cases, it is better to immediately make a recount on camera, so that later the client will have additional proof of his innocence. However, if only small edges of the paper are visible, and it is almost impossible to pull out money, you should not do it forcibly. Then the banknotes will simply tear. This fact must be immediately reported to the bank's contact center.
If the money has not been issued at all, but the card came back out, you need to pick it up and immediately check the balance:
- through an ATM;
- across mobile bank (usually, when withdrawing cash, a corresponding SMS message is received);
- via the Internet bank (in the mobile application of the smartphone);
- using the hotline.
If the funds were debited, you must immediately contact the hotline. This is a free phone, which usually starts with 8 800 (further 7 digits). The number can almost always be found on the bank card itself, as well as on the surface of the ATM. You can also contact the branch (if the ATM is located in the bank's office), invite a consultant to the scene. But in most cases, calling the contact center is much faster.
Another option is that neither money nor card has been issued. In such a situation, you also need to call the contact center. The procedure is as follows.
- First of all, it is necessary block card - the fact is that as a result of a failure, after a while, it can go out again, then there is a risk that an unauthorized person will take it.
- Next, you need to check the balance and report that the bills were not actually received.
- On this fact, an appeal should be drawn up in the telephone conversation mode. You will need to name your data (including passport), as well as the address or ATM number (written on the front of the device).
Refund period
The call center employee accepts the appeal and gives the application number, as well as the deadline for the investigation. Don't forget the data. The bank is required by law to conduct an internal investigation within a maximum of 30 calendar days. This period may increase up to 45 days. This happens in cases where the client has used a third-party ATM (for example, an operation with a Sberbank card was carried out at a ATM).
If the reason for not issuing money is of a purely technical nature, usually the funds are returned to the card automatically (without additional statements) within a working week (3-5 days). If the problems are related to the actions of fraudsters, the investigation time will increase. In any case, the bank must inform the client about the results of the examination within the specified period.
What to do in extreme cases
If the bank refuses to provide funds, and the verification period has already expired, the client has the right to apply to law enforcement agencies by filing an application with the police or court. To do this, you need to attach the maximum amount of evidence:
- bank report on the result of the investigation (justification of the reasons for refusing to return funds to the card);
- photo and / or video materials from the scene of the incident;
- witness's testimonies;
- ATM check;
- receipt, account statement and other bank documents.
It is important to understand that almost no one is insured against the risk of non-disbursement of funds. Therefore, it is best to always carry at least a small amount of cash with you. In addition, you can take cards from other banks. If the amount is too large (several hundred thousand), it is preferable to withdraw it at a bank branch through a teller.
