What should you do if you encounter that your balance was debited but no cash was released when you tried to withdraw using your atm card?
Yesterday, I tried to withdraw cash from a BDO ATM machine using my atm debit card issued by this same bank. I was able to enter my PIN and the amount without any problem, then when it was time for the machine to dispense cash, nothing happens in the screen.
Nag-hang yung machine, ang tagal, more than 5 minutes ata. So I had to call the SM guard manning the back-entrance to the department store to be a witness; the guards were stationed just beside the machine.
*I was withdrawing in an ATM machine inside SM department store.
The guard said ‘Nag-hang po?’, sabi ko parang oo ata. The guard then advise me to go to the BDO branch inside the mall, who was handling that particular machine.
Hindi agad ako umalis, I have to make sure no cash will be dispensed, baka kako nadelayed lang. Finally, the machine returns an error message, and may lumabas na SLIP bearing the message “Unable to Dispensed”. See screenshot.
The next thing I did, I put my ATM card again in the machine to do a BALANCE CHECK. I did not do this prior, but good thing I know how much money was in my savings account connected to the ATM card.
The machine worked okay when nag balance check ako, and ayun, I saw my account was really debited the amount I tried to withdraw, but no cash to show for it.
The atm slip is proof that there was an atm machine error on my first transaction.
FILING A REPORT – ATM Unable to Dispensed
After that, I went to the BDO branch inside the mall. There were lots of clients, so I had to queue for maybe 30 minutes. Finally, when it was my turn, I explained the situation, and the bank staff said you can file a dispute.
She then took me to a table with a phone, dialed BDO hotline, and gave me the phone when the call finally connected to their hotline helpdesk.
*I am actually puzzled why I can’t just file the dispute with them in person, considering they are the branch in charge of the atm machine I had issue with. But maybe, this is the procedure of BDO for cases like this.
After verifying my identity and the machine error, the hotline support gave me a Report Number which I jotted down. I also asked when will my money be returned to my account…
‘Ma’am within 5 banking days po’.
“Ha? What if yun lang yung pera ng depositor, at sueldo yun, pa-aantay niyo sya ng 5 banking days?’
The CSR replied, ‘may instances naman po na mabilis lang maibalik yung pera sa account.’
Today, Friday, is the 2nd banking day since I reported the no cash dispense issue. I will update this post, once my funds are back to my account with BDO. Will share kung gaano katagal it took for this issue to be fully resolved.
ISENSEY NOTES and TIPS
What if you were in a rush and no chance to go to the branch in-charge of the ATM machine to report? You can do these options:
MAKE SURE TO KEEP THE SLIP that says “Unable to Dispense”. This is your proof, the evidence.
- Call the hotline to report the issue.
- Visit your branch of account to report the no cash dispense for your account, and they will report the issue for you.
*The branch of account may be different, from the bank branch in charge of the atm machine you used.
- Wait for 3 to 5 banking days without doing anything.
*What usually happens when there is an “unable to dispense issue” is that, magdi-disbalanse ang atm records. A banking officer will tally the withdrawals versus actual cash dispense versus remaining money in the machine. Once a ‘disbalance’ is establish, the next step will be identifying the account debited but no cash was released. Then the process will continue until the fund is rightfully back to the account of the concerned depositor.
The bank system will automatically RETURN your money back to your account if the no cash dispensed is verified as legit. The window to return can be from 3 to 5 banking days in most cases.
It is very important to wait until there is a error slip. If ever the machine went back to the welcome screen, without giving you a slip, I strongly suggest that you report it via hotline or in person by going to the branch you opened the account with ASAP.
Hassle talaga to encounter issues like this. Tsk.
The most important thing is your money should be returned to you asap if the atm machine malfunctioned when you tried to withdraw.
Do you have similar experience? How long it took before you got your money back?