What to do when an ATM does not dispense the money you have withdrawn and a deduction has been made from your account

You’re trying to withdraw cash using an ATM, but the money was not dispensed and yet the amount was deducted from your account. What would you do?

Here are the advices of Central Bank of the Philippines on how to deal with this kind of situation.

1.  Write down the date, time, ATM location and other information about the transaction.
2.  Keep the receipt, take a picture from your phone or photocopy it because some receipts are easily erased.
3.  Immediately notify the authorities of what happened, call your bank and tell the details of the incident.
4.  File a formal complaint. In the event that the incident is not addressed immediately or the money is not returned, send a letter of complaint to the bank, along with important documents such as the receipt.
5.  Report to BSP. If the bank does not take action on the complaint, notify the BSP.  Please include details and copies of documents.

Here are their contact details:

Financial Consumer Protection Department

Bangko Sentral ng Pilipinas

Address: Ground Floor, Multi-Storey Building, BSP Complex A. Mabini St., Malate, Manila 1004

Contact Number: (+632) 8 708.77.01

Email Address: bspmail@bsp.gov.ph