Overview
Imagine this ATM nightmare: you’re at the ATM, you enter the amount to withdraw, and you wait for the machine to dispense the cash. But instead of receiving the money, you get a message that the transaction is complete, and your account is debited. Or some glitch happened that the ATM suddenly became out of service. This can be frustrating, inconvenient, and even panic-inducing. Let me share my own story about a similar ordeal I faced at the ATMs in front of SM Calamba:
On April 20, 2024, somewhere around past 11:00AM, I attempted to withdraw a cash advance of 10,000 pesos from the PS Bank ATM located in front of SM Calamba Laguna. After entering the amount and my QuickPin, the ATM suddenly displayed “OUT OF SERVICE” and the screen turned white before dispensing any money. I waited for a few minutes, but the ATM did not go back to its normal operation (still out of service). Assuming the transaction had failed, I then proceeded to the nearby China Bank ATM and successfully completed the cash advance transaction.
To my surprise, I received two SMS notifications around 11:20 AM confirming that both cash advance transactions I had made were successful. See below screenshot of SMS:
Concerned about this discrepancy, I immediately contacted 88700700 for assistance, but was advised to wait for three banking days for the transactions to reflect in my online account.
After the specified 3-day period had elapsed, I checked my online credit card account and discovered that two cash advance transactions had indeed been debited. Attached is a screenshot of my Metrobank mobile account showing two transactions of cash advance worth P10,000 (including two cash advance fees).
To summarize, I attempted two cash advances of PHP 10,000 each at different ATMs, but my Metrobank account was debited PHP 20,000. In reality, only one of the transactions succeeded, as the first attempt failed. Dealing with this banking nightmare was extremely stressful. Fortunately, I was able to resolve the issue without visiting a physical bank. Here’s a thorough guide outlining the steps I took and the recommendations you should follow if you ever find yourself in a similar situation.
Steps to Recover The Amount Debited From Your Account
Step 1: Stay Calm and Collect Evidence
First and foremost, keep calm. Panicking won’t help, and it’s crucial to stay collected to address the issue efficiently.
- Take Note of the Details: Write down the exact time and date of the transaction. If there’s a unique transaction ID or receipt provided, get it and save it. This information will be vital for your complaint as well as the investigation of the involve bank.
- Photograph the ATM Screen: If there’s an error message on the screen, take a picture. Also, take a picture of the ATM if it displays its ID number or location details.
Step 2: Check Your Account Balance
Before jumping to conclusions, verify your account balance to confirm that the amount has indeed been debited. You can do this via mobile banking, internet banking, or by calling your bank’s customer service hotline. Sometimes, there might be a temporary glitch that resolves itself without the need for intervention. If your account balance was really debited, then proceed to step 3 below.
Step 3: Wait for an Automatic Reversal
Some banks automatically reverse the transaction within a few hours or the next day. It’s possible that the bank’s systems recognize the malfunction and correct the debit without any need for manual intervention. The day I received the SMS from Metrobank regarding the acknowledgement for the 2 cash advance transactions I made, I immediately called their hotline or their customer service representative and I was advised to wait for 3 banking days for the banking system to make adjustments or corrections in my account.
Step 4: Report the Issue to Your Bank
If the amount is still debited after waiting 3 days, it’s time to contact your bank:
- Call Customer Service: Use your bank’s customer service hotline. Prepare a sheet of paper and Ballpen then have your account details, transaction ID, and any evidence ready. For my Metrobank case, here’s how I contacted their customer service hotline:
- Dial Metrobank hotline: (02)88-700-700
- Press “1” for Credit Card concern
- Press “1” for Credit Card related services, balances and recent transaction
- Enter your 16-Digit Credit Card No
- Press “1” to confirm it is correct
- Enter your Birthday in the format of: MMDDYY
- Press “1” to confirm it is correct
- Press “8” to speak with a Customer Service Representative
- then an OTP will be sent to your number, just enter the OTP once you receive it in your phone
- A Customer Service Representative will then assist you. Be sure to clearly explain the situation and provide all relevant information. Although the Customer Service Representative confirmed the transactions on my credit card, she mentioned that she could not make any corrections because further investigation is required, involving the other banks where I performed the cash advances. Consequently, she instructed me to file a formal dispute by downloading the Client Dispute Form from their website, completing it, and sending it to their customer service email at customerservice@metrobankcard.com.
- Visit Your Local Branch: If calling doesn’t resolve the issue, or if you prefer face-to-face interactions, visit your nearest bank branch. Bring your ATM receipt (if you have one) and any evidence. Fill out a dispute form if required.
Step 5: File a Formal Dispute
Following the instruction from the CSR, I downloaded the Client Dispute Form from the Metrobank website here (or you can visit https://www.metrobankcard.com and scroll at the bottom most part of the page).
- Complete a Dispute Form: Fill out the bank’s official dispute form and include all relevant details of the transaction, such as the ATM’s location, transaction time and date, and any receipt or evidence you have.
- Gather Your Evidence: Along with the dispute form, attach any supporting documents or photographs that can help verify your claim.
- Email Your Formal Dispute: Send your Dispute Form and supporting evidence to the bank’s customer service email. In the email, provide a brief but detailed account of the ATM failure and the issues encountered during the transaction process. Title your email “Charge Back Section” and send it to your bank’s customer service email (for Metrobank, use customerservice@metrobankcard.com). After a day, I received an acknowledgement response from their customer service team. According to them, they have already forwarded my email to the concerned unit for information and appropriate action. Likewise, attached in their email response is a checklist containing important reminders such:
- Turn-around-time – The investigation process will start within 10 banking days from the receipt of the complete documents. The dispute case investigation will take a minimum of 30 calendar days up to 120 calendar days depending on the complexity of the case.
- Temporary credit adjustments for the disputed transactions – Depending on the case, a temporary credit adjustment may be issued not more than 45 days from receipt of complete documents.
- Fees in filing a dispute – Finance/late charge that should have been incurred while the investigation is ongoing will also be charged to the account once investigation is done and not in favor of the cardholder.
- Dispute status / Investigation result – The Chargeback Unit will keep the cardholder updated on the status of the disputed transaction. Please ensure that your email address and contact number are updated.
Step 6: Follow Up Regularly
After filing your dispute, follow up regularly with the bank to ensure your case is being handled. Keep a record of all communications, including dates and names of the bank representatives you speak with.
Step 7: Be Patient
Banks typically require some time to investigate ATM disputes, especially if the ATM in question belongs to another bank. It may take anywhere from a few days to a few weeks or even months to resolve the issue. Rest assured that legitimate claims are often resolved in favor of the customer.
Step 8: Escalate If Necessary
If you’re not receiving a satisfactory response from your bank, or if the issue is taking too long to resolve, consider escalating the matter:
- Contact the Bank’s Ombudsman: Every bank has an ombudsman or a grievance redressal officer. Reach out to them with your complaint.
- Contact the Central Bank: If all else fails, contact your country’s central banking authority or financial regulator for assistance.
Final Thought
Honestly, I was really stressed about my cash advance experience, to the point where I was checking my Metrobank account almost daily to see if my dispute claim was successful and if there had been a credit adjustment to my balance. Finally, on July 18, 2024 (almost three months later), I received some fantastic news: the long-awaited credit adjustment was made, including the PHP 200 cash advance fee.
Experiencing an ATM malfunction where your cash isn’t dispensed but your account is debited can be stressful, but rest assured, the problem is usually resolvable with a few steps. By staying calm, gathering evidence, and working with your bank, you can ensure a smooth resolution. Always remember to keep an eye on your account and report any discrepancies as soon as possible. From this experience, the most important lesson I learned is to always make cash advances at your bank’s own ATMs whenever possible. This advice was also given to me by the Metrobank customer service representative, who explained that glitches can occur with interbank transactions, leading to longer investigation times due to the involvement of third-party banks.
Anyway with this guide, you’ll know exactly what to do if you ever face this issue, and you can ensure that your money is returned to you safely and swiftly.
See other related credit topics below:
How To Access The Cash Advance Feature Of Your Metrobank Credit Card
How To Convert Your Globe Reward Points Into ShopeePay Wallet Credit
How To Apply For GCredit From Gcash?
How To Get Your Electronic Statement Of Account (e-SOA) From Metropolitan Bank (Metrobank)
How To Apply Multi-Purpose Loan (MPL) In Pag-IBIG Using Virtual Pag-IBIG Mobile App
Salamat mga Ka-Butingting! If you find this post helpful, please share it with those who also might benefit from it. And don’t hesitate to share it too to your social media networks. God Bless!
