The ATM let me waiting for 5 minutes without response but account balance was deducted

nhtnht Posts: 5Member
I made a transaction of 2000MAD yesterday 10/24/2014 from WAFA BANK ATM in Morocco. The balance in my Payoneer Account was deducted by $240.83. The ATM didn't give out the cash and just let me waiting for 5 minutes after this it just said Thank You with no reject and no ticket. I changed to another ATM in the same time and get 3 withdraws of 2000MAD. My question is how many days that i have to wait to get a refund. i have also submit the dispute scanned form. i had the same problem one time with my bank and the money get back to me without any dispute in 2 days. is it the same for payonner?

Comments

  • NissimNissim Head of Community Posts: 4,013Administrator ✭✭✭✭✭✭✭
    While it's extremely rare, it is possible for an ATM to malfunction (usually due to a network or connection issue). In these cases, the ATM normally corrects itself within a few business days and refunds your card.

    If you do not see an automated refund by the ATM within a few business days, you can contact our customer support and follow up with the dispute.
    Nissim
    Director of Community at Payoneer
  • vanyastudiovanyastudio Posts: 4Member
    No, it's not that rare :) it happened to me on 24th oct... for a total of 1187 $ first withdrawal, I got money dispenser error, got receipe, but that ammount vanished from my payoneer account ... the next 2 widrawals worked ... So I think there is a problem at payoneer, I went personaly to that bank branch, they checked the atm inventory and there was no surplus of 1187 $ there ...
  • nhtnht Posts: 5Member
    hello vanystudio. the bank checked the atm and was no surplus. its impossible.
    You have wrote that you have do a withdraw with 1187$ you mean just one withdraw? why it just give me just 250dollar at a time for ALL ATM?
  • nhtnht Posts: 5Member
    edited October 2014
    Thank you nassim for your information but there is no update in the balance from 24/10/2014. We are today 29/10/2014.
  • vanyastudiovanyastudio Posts: 4Member
    > @nht said:
    > hello vanystudio. the bank checked the atm and was no surplus. its impossible.
    > You have wrote that you have do a withdraw with 1187$ you mean just one withdraw? why it just give me just 250dollar at a time for ALL ATM?

    well I made 3 withdraws ... first 1187$ which didn't released the cash but wanished from my account and right after 2 smaller of half that ammount which worked ... Yes Nassim, no change in my ballence also-30th, sent the dispute papperwork to payoneer thou...
  • NissimNissim Head of Community Posts: 4,013Administrator ✭✭✭✭✭✭✭
    I can assure you that this is not an error on Payoneer's end. We routinely monitor our systems to make sure there are no technical issues or charges that are not accurate.

    If the ATM does not correct itself, please follow up with the dispute process and our support team will be able to assist you.
    Nissim
    Director of Community at Payoneer
  • nhtnht Posts: 5Member
    12/05/2014 and still no refund.. please give help Nassim.
  • NissimNissim Head of Community Posts: 4,013Administrator ✭✭✭✭✭✭✭
    As I mentioned, if the ATM does not correct itself automatically you'll need to contact our customer support department for assistance.

    Disputes can take up to 90 days, as this is the time required to give the merchant to review the dispute and respond. Payoneer does not have any control over this minimum time requirement.
    Nissim
    Director of Community at Payoneer
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