ATM Did Not Dispense Cash But Debited My Account!

This is the receipt i got from the BDO ATM Machine, no money was dispensed but they debited my account. Blocked some details for security purposes.

This incident happened to me Friday at around 2:40 PM, i am sure of the time because of the fact that the machine coughed up receipts indicating that the BDO ATM at the Supermarket level of  SM City Baguio was unable to dispense cash. Unfortunately when i did a balance inquiry the money which i intended to withdraw was already debited to my account. I used my Unionbank EON card to withdraw money on a BDO ATM, it has always been that way and this is the first time which i experienced it with this bank. Several years ago i experienced the same situation but the money was returned in the evening of the same day after they balance their sheets i guess.

Going back to the BDO situation, knowing that i can report this matter to BDO i went to their Bank located at SM City Baguio, rushing and not even minding that i was able to climb the steps going up to the Upper Ground floor, running and with ease. Why i was in a rush? because i want this matter to be solved immediately as the money was supposed to be payment for rent and for salary. After reaching the office i had to stand in line waiting for my turn (Which by the way BDO should provide chairs for your clients and not let them stand in line for a very long time especially those going to the tellers) when i finally got a chance to talk to a BDO employee she said that the only thing she can do is to help me call my banks customer service, Okay maybe that is the process so i went with her suggestion and she was kind enough to dial and let me use their phone.

UnionBank Customer Service

It took a while before i got hold of a customer service representative from Unionbank who informed me that she will make a request for this for BDO to check and from what i can understand is that it is up to Unionbank and BDO to settle this matter, and she told me the waiting time would be from 5-7 banking days. This made me a lot more frustrated and i asked her if there is a way to speed things up, the reason i asked is because when i experienced this several years ago it was promptly returned by the bank (i think it was DBP at that time) to my EON card.

Confusing Instructions From BDO

As an employee you are carrying the name of your company so always act according to what is best for your company, and in this case give the best service to your clients the lifeblood of your company. I am saying this because i was asking the kind lady from BDO if what can we possibly do on their end? I showed proof that the machine did not dispense any money but instead dispensed a receipt stating that the machine was unable to dispense. She asked me which specific ATM did i use and i told her the second BDO ATM from the left located outside near the supermarket and souvenirs area. She told me that this is being handled by BDO Luneta (referring to luneta hill the BDO Branch just beside the police station) she told me that they might be able to help and i can ask them. So in a hurry i dashed towards that BDO branch and thankfully not too many people are there so i immediately was entertained by their teller/banker/representative so after telling her my ordeal she told me “Sir bakit pa nila kayo pinapunta dito pwede naman sila tumawag“. My tired heart can only take one more frustration, i just said i don’t know. She offered to help by calling BDO customer service, unfortunately, assuming from what i heard in their initial conversation she told the customer service who was in the other line that “Gusto lang nya may makausap from BDO” ugh obviously that would give the customer service personnel on the other line a different impression that i am a difficult customer which i am not. True enough the customer service at the other line obviously was just trying to brush me off and was already condescending. So i just ended the call since obviously i was not going to get any helpful advise. (Ms. BDO customer service to whom i talked to on the phone yes you already sound condescending i just didn’t try to argue nor point out your attitude because i was already tired, i hope you read this).

Delay Delay

So things got delayed, payments got delayed twice as those payment for my rent and team members should’ve been given earlier had it not for clients’ delay of payment (but that is another story), and now this delay to which me and my team are suffering from because of something that isn’t our fault. Imagine that, a corporations’ fault and the little guys are suffering…sounds familiar?

Searching online

It is already the third banking day if we count the time since i reported this to the Unionbank and BDO customer service and still my money was not returned. I do not believe that these huge corporations cannot settle this matter quickly as quickly as that of i experienced several years ago. So i started searching online and lo and behold what bank comes up in page 1 of  Googles Search for the keywords “ATM did not dispense but debited my account”. Two huge banks BPI and BDO. What strikes me the most is the fact that the forum on the case of BDO sounded familiar, the victim withdrew the same amount of money, using Unionbank Card, this is weird, BDO you should check your system. Another notable case is from this blog where this happened to him twice using a BDO ATM and his Unionbank EON Card and a lot more scary as there was no recorded transaction but there was a debited amount!

The people who commented on that blog post gave a helpful information that might just speed things up for me, so i am trying that out today (Tuesday December 8, 2015).

Hope i will be able to get super delayed money back!

Wish me luck!

 

54 thoughts on “ATM Did Not Dispense Cash But Debited My Account!

  1. sir this happened to me the other day. But it is a BDO Atm to a BDO ATM Machine. I would like to know what happened to your transaction. Did you receive your money? How many days it tooked?

      1. Hi Vince,
        It happened to me earlier lng…ngcash advance nmn ako sa creditcard ko. ngdispense ng pera maririnig mo na ngbibilang ung machine pero d lumabas sa machine at nkarecieve ako ng confirmation from the bank that successful ang transaction.. Same thing 5-7 banking days. Ganun tlga katagal? To the point na prang mababaliw ka na sa kaiisip kung mbabalik pa ba sau ung pera. Tanong ko lng… My charges ba silang I impose? Since that was a cash advance transaction?

        1. Hello,

          Yes around 5-7 days ang sasabihin nila although sa akin inabot yata ng almost 10-14 days. Regarding sa charges, ATM kasi yung sa amin kaya walang charges except your normal na fee, wala ako idea kung pareho sa Credit card cash advance.

  2. It happened to me today- pano pla kung emergency money yun tapos ganun na debit yung pera mo na di mo nman nagamit

  3. this happens to me this August 14,2016.
    I reported the incident to UnionBank since that is my bank ,BDO debit my account for the amount of 4100 , i withdraw twice due to maximum withdrawal per transaction which is 10000 then after that withdrawal i withdraw my 4100 then no reciept and no cash was dispense so i was shock about it.. after i reported the incident i waited for 7 banking days and money was not returned and my bank sent me certification stating that the transaction was successful and they attached the transaction history however it shows in the transaction history no cash dispense and no cash taken.. so how come they conclude that it was successful.. see.. even BDO manager can’t explain documents that i have..

    1. yung transaction history na sinend ni BDO to UnionBank na sinend ni UnionBank sakin ung ang hindi nila maexplain sakin.. kasi per transaction may makikita ka na:
      ______END OF TXN______
      CASH PRESENT
      PRESENT
      CASH TAKEN

      lahat ng transaction before and after na mga transaction pati ung 10k ko meron ganyan pero ung 4100 ko wala..

      1. did they return the debited 4100 to your account? and how many days?

        this happened to me last saturday. tried to withdraw, the atm took a while to process then showed me that they were unable to process, no cash no receipt.

        nireport ko naman agad kaso they told me mga 10-15 business days daw.

        my card is citibank

        1. Hi mark, matanong ko lang kung nakuha mo ba pabalik yung na debit na amount sayo? Same thing rin nangyari sakin. No receipt and no cash. Metrobank yung card ko and sabi sakin 10 calendar days daw bago mababalik if ever ma prove na di talaga na receive.

  4. Hello po. Same prob po kanina lang, nag withdraw ako sa bdo machine lanbank po ang card ko. Hindi lumabas yung pera pero na debit ako ng 5,000. May lumas sa receipt “Unable to dispense” ni report ko na po sa landbank pero kinuha lang yung # ko tska nalang dae po ako tatwagan. Ask ko lang po kung may paraan para mapabilis yung pagbalik nung pera 🙁

      1. pwed po malaman kung panu po ung gnwa nyo para maibalik ung money na debit. it happened dn po kc knna. mlaki pa po ung amount. landbank po skn at bdo yung atm machine.

  5. The same thing happened to me kaninang umaga. Unable to dispense but nabawasan ung pera ko. Marereturn pa po kaya un?

    1. Mag file po kayo ng complaint sa bank nyo, para po maprocess nila. Kapag napatunayan po sa records nila na hindi nga po nagdispense nung machine ibabalik din po yung pera sa account nyo.

  6. Same experience happened to my friend.The BDO ATM did not dispense the P10,000 he withrawed but debited from him.

  7. Same thing happened to me kanina lang mga 3-5pm.

    Nag withdraw ako sa BDO using my pnb card (6,000) then sabe nung ATM “sorry unable to process..” no receipt no cash. Then tnry ko sa katabing ATM, same amount pero unable to process din.

    Sarado na bank nun so wala ako makausap na matino, after nun nagpunta ako sa PNB savings. Tnry ko magwithdraw ng 500 pero wala ulit nangyari, kahit balance iquirt cannot process. Then, pinasa nila ako sa PNB allied. So painabgong byahe na naman! Pagdating ko sa PNB allied, parang sinisisi nila ako na bakit ako nagpunta sa kanila at hindi sa BDO? E malamang PNB ALLIED CARD ko e sira ulo ba sila?! Konting tulong lang naman need ko, kahit ipakausap nila ako sa cust service thru phone pero wala! like yung steps para anong gawin pero wala silang kwenta! Katulad ng hotline service nila walang ka kwenta kwenta!

    1. Sorry to hear that, it is really unfortunate that they do not have standard procedure when it comes to this situations. It confuses us their clients and not to mention yung perwisyo na ginawa ng hindi pagdispense at pag debit ng ATM sa account natin.

  8. This happened to me last night!! Sa BDO ATM machine din. I used my maybank atm card. They asked me to call again after 3-5 banking days. Malaki yung amount. I hope magawan nla ng paraan. ?

    1. Hello Lea,

      Sorry to hear that, hanggang ngayon talaga madami pa din ang nakakaexperience ng ganyang problem transacting with ATM. Ang suggestion ko po lagi ay palagi po tayo magfollow up, either call or email. Check nyo din po yung steps na ginawa ko sa last part nung blog post.

  9. Huhuhu it happen to me now kaiyak 7900 then nag ask ako help sa customer service possible daw ma take ng 5 days ? im not sure if thats true i ask na kung pwd i expedite kase wala ako kasalanan dito dapat sila gumawa ng mabilis ng action or palitan na nila ung mga bulok nilang machine

    1. Tama po kayo wala naman po tayong kasalanan dito eto rin po pinagtataka namin nung nangyari sa amin eto. Pinagpasapasahan ako. Ang masaklap wala po tayong magawa. Sinubukan po namin idulog eto sa Banko Sentral Ng Pilipinas via email consumeraffairs@bsp.gov.ph nagreply naman po sila. Eto na lang po siguro pwede nating gawin ang idulog sa BSP para makita ang problema, pero hindi din po napabilis ang pagbalik ng pera sa account ko.

  10. same happend to me last sunday…using my pnb account…nag withraw ako sa bdo machine kasi no cash na sa pnb…nagbibilang ang machine pero la lumabas na cash.. sobrang kailangan for the burial of my father the sad thing is…monday ko pa na report sa bdo na nag debit na ang card ko… so pagka bukas nag report ako sa kanila tinawag sa call center tapos pinapunta nanaman ako sa bank ko which is pnb…balik nanaman bdo for the conplain…need to wait daw for how many days it depends sa pag process….haaaaaysssss..namatayan kana nga pinapatagal pa…saklap ng buhay?

    1. We are so sorry for your loss, with regards to you banking problem we are with you, unfortunately may process talaga silang sinusunod and masaklap tayo ang magsusuffer ng burden. We really hope they find a better solution to this.

  11. nangyari sakin kagabi . bdo din naman card ko . sobrang tagal kasi yung loading kaya kinancel ko nalang tapos ung sabi “sorry unable to process your request” no receipt tapos nang itry ko ulit nabawasan na ung balance ko nung amount na iwiwithdraw ko sana. tawag ako ng tawag sa toll free nila pero busy . nakakabananas !!

  12. Nangyari den sakin ito nung July 15th pero Security Bank naman, twice ako nadebit. Una sa Supermarket ng Robinsons, ginamit ko ATM ko para ma debit sa acct ko yung mga pinamili ko, pero sabi ng cashier ayaw daw mag read at nakalagay daw sa screen nung pang swipe nila “contact your bank” kaya nag withdraw na lang ako sa mismong ATM ng Security Bank, kaso walang pera na lumabas sabay nung nilabas na ATM card bigla nag appear sa screen ng ATM na “unavailable” so nagwithdraw na lang ako sa ATM ng RCBC and nakakuha ako pera kaya pinambayad ko sa supermarket ng Robinsons. Then July 18th, nag check ako ng bank ko online nagulat nalng ako na debit ako ng Robinsons supermarket at ng ATM ng Security bank tig 3,500 each so total 7,000php. Agad ako nag call sa Security Bank Dasma branch dahil yun ang branch ko at agad naman sila nag report sa main branch ng Security Bank sa Makati. Then humingi ako ng SOA (statement of account) para maipakita ko sa Robinsons supermarket na na debit nila ako then the Robinsons forwarded to their main office. The next day, tumawag ang Robinsons saken at sinabing “wala daw pumasok na amount na nadebit from my account” HUWAAATTT??? saan naman napunta yun eh obvious naman sa SOA ko na sila ang nag bawas ng pera ko. KAya agad ako tumawag sa Security Bank to tell them about it at sabi ng bank na kelangan makipag coordinate ang Robinsons sa kanila at kelangan may maipakita silang proof na wala ngang pumasok na pera sa kanila from my account. So the Security bank told me to wait for their call after a week para sa update as well as dun sa na-file na dispute regarding “no cash dispensed”. Now I am crossing my fingers and praying na sana maibalik nila pera ko kasi pambili ko milk yun ng anak ko at pambayad namen ng kuryente at tubig.

  13. Help po! Nag withdraw asawa q ng 10k sa bdo gamit ung cash card q. Nung nagwithdraw sya wala lumabas na pera so inulit nya pag insert ang atm card pro wal pdin lumabas at kinagulat nya kasi wala na po ang 10k. Nireport ko agad sa bdo as usual papasa ka sa call center and then nireport q ngyari. Pinag antay aq ng 5 days rpa e follow up at nung nag follow up aq, base sa investigation “withdrawal successfully dispense” hah? Sabi q wala po tlgang cash na lumabas so pina reinvestigate ulet ni Ms. Call Center. After 5 days nag follow up aq but same padin result ng investigation. Pinuntahan q mismo ung bdo branch pra mag request ipa view ang cctv pero di pa daw pwde kc e investigate muna nila ung nangyari. A few days nag call na aq sa knila for follow up. According sa nkausap q, balanced daw that time ung machine nila meaning wlang sobra, walang kulang. At ang result ng investigation ay same pdin successfully dispense tlg ung pera. At base nmn sa cctv nila may kasunod daw na nagwithdraw asawa ko. Tinanong ko kung may nakuhang pera ang sagot po sakin di nila sure kung may nakuhang pera kc nasa bandang likod ang cctv. Pano po un walang proof na nakuha tlga ang pera. Ok lng sana kung 1k lng un pero 10k po un malaking halaga na un sa kagaya q. Baka may alam po kau na dapat gawin.

  14. This happened to me po, ngayon lang, Metro Bank card into a Security Bank ATM. Nagwithdraw akong 3500, then lumabas transaction cancelled. No receipt, no cash na lumabas. Called metrobank, sabi nila 15 working days daw haist.

  15. It happened to me yesterday lang, sobrang kasama sa loob kasi it will take 10-15 banking days daw ang investigation. Ang tagal sobra!! BDO atm debit card ko and DBP ung atm machine. Nakakaiyak kasi pambayad ng kuryente yun and pambili ng groceries plus milk ni baby?? hopefully maibalik nila ng hindi ganun katagal.

  16. Nabiktima ako today nitong “Unable to Dispense” issue na ito. A few minutes ago, tinawagan ko na yung BDO at sabi na 5 working days. Goodluck naman, sa lunes ay walang pasok dahil holiday. Hay nako, perwisyo. Sana naman mga 2-3 working days lang.

    — The wait begins—–

  17. i STUMBLED ON THIS BLOG AS I WAS BROWSING FOR ANSWERS…HUHU.. i AM SO FRUSTRATED, IT HAPPENED TO ME YESTERDAY!i AM THINKING OF FILING A COMPLAINT NARRATIVE OTHER THAN THE FORM THEY ASKED ME TO FILL UP AND FILE!WOULD IT HELP TO EXPEDITE THE TRACING?

  18. It happened to me yesterday at SM Baliwag. I used my BDO debit card in BDO atm machine. The atm machine did not dispense the 10K I withdraw but it was debited from my account. I immediately went to BDO bank and talked to one of their tellers. The teller advised me to call the customer service. I told the customer service what transpired and she advised me to wait for 5 working days for their feedback. The salesladies in SM are my witnesses because they saw me waiting so long for the machine to dispense the cash. I am still waiting for their feedback. Such a nerve-wrecking experience. They should do something to avoid it.

  19. Nangyari din sakin yan last 21st of nov sa security bank, walang lumabas n pera twice akong nag try wala lumabas then nag try ako sa bdo not enough balance n daw.. Then nag check ako sa bpi yun kasi ang bank ko pag balance inquiry ko wala n yung 10k ko sahud k pa namn yun halos maiyak ako.. Nag report agad ako sa security bank at bpi.. Mag 3days na wala parin feedback sana mabalik pera ko pinagtrabahuhan ko yun ng 2weeks 🙁

  20. Nangyare din sa akin to yesterday lang. Nagwithdraw ako ng 10k tapos may error message na lumabas, nag check ulit ako ng balance tapos pag ka kita ko wala na yung 10k ko 🙁 . Sa BDO ATM machine din to, PNB naman ung atm ko. Tumawag ako sa customer service ng BDO then sabi sa PNB daw ako tumawag. sabi 5-10 working days daw. sana maibalik pa yung pera 🙁

  21. Same here?..i just experienced it today at BDO ATM sa SaveMore nag withdraw din ako tapos walang na dispense na pera and sa receipt na kaltasan na grabe nashock ako kasi first time mangyari din sa akin. So I went to sm branch ng bdo to report the issue tapos they let me wait for the customer service pero ang tagal ha..and finally had to talk sa customer service nila so need mag antay pa ng 5-7 days pa hayssss. . Hopefully sana maayos nila ang ganitong mga issues ng atm machines kasi abala sa lahat at imbes na maka bayad ka ng bills wala na. So sana maibalik na yung pera…???

  22. Kabeastmode tong BDO..it happened to us awhile ago..10k was deducted in my card but no cash was dispensed..pag tumawag ka sa customer service di nmn accessible..

  23. Hello po i had the same experience last dec 19, 2017. dbp atm naman po nadebit ang landbank atm ko. 3 weeks after i reported sa lbp wait ko lng daw kasi dbp daw mag in vestigate. lagpas 1 month na wala pa din balita. yun po mga nagpost dito ask ko lang if you eventually recovered your money. p5k po kasi sa akin. tnx

  24. This Incidence happened to me Wednesday at Feb.14, 2018 around 11:46am. I withdraw 5,300 but the machine didn’t dispense cash so I withdraw again lowest amount of 5000,3000,2000,1000, until 500 but didn’t dispense money or receipt so I wait for 2-3 minutes for possible the money release. I withdraw to other machine w/c BDO, BPI kasi magkatabi na man ang machine sa damosa pero wala rin Nag wonder Lang talaga ako baka wala lang pundo iyong rcbc machine? when I withraw the other bank ang naka lagay sa monitor that malaki daw ang enter ko na amount as usual doon sa RCBC” I am sure of that time because the facts the machine not release any money or receipts at RCBC Market Basket, Damosa Land, Inc.This is the first time I experience with this bank. Going back to the undispense withdrawal because I was in rush? Because I want to be solved to the undispense withdrawal immediately as the money supposed to be payment for my rent and salary. I reported immediately that day at Metro Bank Damosa Branch office since that is my bank, (Mr. Metro bank customer service give a form to sign for complain which I’m waiting for 2 weeks for the official survey transaction and then I’m back on Feb.27, 2018 . Unfortunely, I was shocked that according to the transaction was released “CASH TAKEN”. The advice of Metro bank customer service that I should coordinate with you. By 12 Noon I was there but entertain by 1PM at RCBC Damosa branch office regarding on the incidence happened I told Mr. RCBC what happened. If ever that cash taken by other’s? You may showed the proof ?;where is the proof? Account # na sumunod sa akin or CCTV proof na nakuha talaga ng iba?

  25. Incidence happened to me Wednesday at Feb.14, 2018 around 11:46am. I withdraw 5,300 but the machine didn’t dispense cash so I withdraw again lowest amount of 5000,3000,2000,1000, until 500 but didn’t dispense money or receipt so I wait for 2-3 minutes for possible the money release. I withdraw to other machine w/c BDO, BPI kasi magkatabi na man ang machine sa damosa pero wala rin Nag wonder Lang talaga ako baka wala lang pundo iyong rcbc machine? when I withraw the other bank ang naka lagay sa monitor that malaki daw ang enter ko na amount as usual doon sa RCBC” I am sure of that time because the facts the machine not release any money or receipts at RCBC Market Basket, Damosa Land, Inc.This is the first time I experience with this bank. Going back to the undispense withdrawal because I was in rush? Because I want to be solved to the undispense withdrawal immediately as the money supposed to be payment for my rent and salary. I reported immediately that day at Metro Bank Damosa Branch office since that is my bank, (Mr. Metro bank customer service give a form to sign for complain which I’m waiting for 2 weeks for the official survey transaction and then I’m back on Feb.27, 2018 . Unfortunely, I was shocked that according to the transaction was released “CASH TAKEN”. The advice of Metro bank customer service that I should coordinate with you. By 12 Noon I was there but entertain by 1PM at RCBC Damosa branch office regarding on the incidence happened I told Mr. RCBC what happened. If ever that cash taken by other’s? You may showed the proof ?;where is the proof? Account # na sumunod sa akin or CCTV proof na nakuha talaga ng iba?

  26. Nangyari sakin to kahapon! 3:30pm sa Bank of Commerce ATM (same din ng ATM card ko). Kaso nde akin yung account, sa boyfriend ko. Nagwithdraw ako ng 10k tapos “Transaction has been cancelled” walang pera na lumabas. Nagbalance inquiry ako (same ATM), same error lumabas. Chineck ng empleyado ng Bank of Commerce sa system nila ang sabi nadebit daw yung withdrawal ko. I called the customer service sabi 5 working days daw. Sna maibalik agad kasi nde naman sa ibang bank ako nagwithdraw.

  27. Hello! Nangyari din sa akin yan last September 17, 2018. PNB prepaid card ang gamit ako and nagwithdraw ng pera sa Eastwest Rural Bank ng Madrid Surigao del Sur, First withdrawal was 10,000 pesos at walang lumabas na pera at receipt. Unang tawag ko sa Customer service ng PNB ay sinabihan ako na within 3 days maibabalik agad ang pera. Pangalawang tawag ko sa kanila ay iba naman ang sinasabi, aabot daw ng 5-10 working days dahil wala pa silang natatanggap na response from the Eastwest Rural bank. Sana maireverse agad ang pera dahil sobrang kailangan namin yun. Sana naman maging responsive ang Customer care ng Eastwest Rural bank!

  28. Nangyari sken kanina nagwithdraw ako tapos nung nagbibilang na ng pera bigla naman nag “unable to process your atm card” tapos biglang out of service yun atm machine ng bdo ung atm na ginamit ko is metrobank tapos nagkataon pa pong walang banko ng sabado walang resibo yun atm machine ?

Leave a Reply

Your email address will not be published. Required fields are marked *