Dealing with third party ATM issue- ATM not dispensing cash

Have you experienced withdrawing from an ATM but did not get cash due to an error? Yet when you checked your account, you found out you’ve been debited the amount you didn’t get?

How frustrating it is!

I experienced it, and I swear, it’s not fun at all. It was actually the first time I encountered this issue and I think I dealt with it very well. And so, I’m writing this post to share how BPI and I handled this ATM issue and share my empathy to those readers who have encountered the same.

Dealing with third party ATM issues- ATM not dispensing cash
Photo by Alexandros Chatzidimos on

Details of the ATM issue

That was April 13, 2018, it happened in a mall at Ortigas Extension. There was a very long line at Bank of the Philippine Islands (BPI) ATMs so I decided to withdraw cash from a third party ATM- in this case, the East West Bank.

After almost 10 minutes of waiting, it was finally my turn. I inserted my card then entered my PIN, the amount and everything. Then I heard the sound that usually means money is being counted or dispensed. I made myself ready to receive my cash but in my dismay, there was an error on the ATM screen. I got my card but no cash.

I told myself, it’s not a big deal. So I just went home.

At home I checked my bank account as what I regularly do. When I found out I’ve been deducted the amount I didn’t get, I totally freaked out.

man wearing brown suit jacket mocking on white telephone
Photo by Moose Photos on

What I did to resolve this ATM issue

Instead of getting angry, I just sent BPI an email to inform about what happened so they might be able to help me.

The next day, I received a reply from BPI asking for additional information such as name of the bank of the ATM used, the location, error message, date and time.

After I sent them the details, they told me to wait for 6-7 business days.

And I patiently did.

I got my money back just yesterday and I felt relieved. Kudos to BPI for acting fast on this ATM issue.

So there you go, I hope you picked up something helpful from this blog. Always remember to manage your temper when you’re in this kind of situation.

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