What to do if the ATM does not dispense your money
If you have available funds for the amount you want to withdraw but the ATM has not dispensed the money, you need to contact us the next working day to see if the funds have been debited from your account.
If the funds have been debited and you did not receive the money, we can submit an ATM claim on your behalf.
If the ATM was not at a bank, we will need to know the ATM operator, location of the ATM, amount requested, amount actually dispensed and the date and time of the attempted transaction.
We're only able to raise a claim after two working days of you notifying us. This is because some ATM transactions can take an extra day to appear on your accounts, so your balance may correct itself within that time.
Once your claim has been raised, we will investigate the claim and either credit your account or contact you.
