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Help: ATM didn't dispense cash, will my money be refunded?

fpoumian Member Posts: 2
edited June 2017 in Ask The Community
Yesterday morning I tried to withdraw some cash using my Payoneer card from a local ATM (in Mexico). The amount I tried to withdraw was around $280 (USD), and initially it looked like the ATM was about to give me the cash (I could even hear when the ATM was counting the bills), but in the last moment the ATM just stopped, displayed an error screen and told me that my bank didn't authorize this transaction (or something like that) and it didn't dispense any cash. It then gave me a receipt which stated that, in fact, I had received $0 from the ATM.

I then asked for help to a lady who worked at the ATM's bank, and she told me that those ATMs had those kind of issues sometimes, and that as long as the receipt said I had received $0, then I shouldn't have to worry about actually being charged by my bank (Payoneer in this case)

However, about one hour later I checked my Payoneer account online and I saw that $280 ATM transaction in the "Pending Authorizations" list (as if I had received the cash). This morning I just checked again, and the transaction is still in the "Pending Authorizations" list.

Should I worry about that, or will the $280 be automatically be refunded to my account? If so, how long does the refund usually takes?

Any kind of help with this issue will be greatly appreciated. Thanks in advance.


  • micson
    micson Member Posts: 0
    edited June 2017
    First time I made withdrawal with my Payoneer at the ATM center I was debited Twice.
    The first payment was debited twice and the second payment was once.
    When i checked my balance it shows
    THIS" Pre-Auth Transaction-ATM Withdrawal International"
    My question is how do i get my money back because i have seen pending authorisation of my $70
    I need your contribution on this issue.
  • Mehr_1
    Mehr_1 Member Posts: 1
    edited June 2017
    I had some funds on my cash. I carried out a transaction which failed. I did not receive any cash from the ATM. However, when I checked my payoneer account the amount was deducted from my payoneer debit card. I contacted the support team immediately. They said that your issue has been resolved and the amount was credit back to your card 3 days ago.
    I see the credited transaction in the transaction history but I see no funds on my card.
    Can someone guide me?
  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭

    @Mehr_1 Merged your thread into this one. Hope this helps.

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • fpoumian
    fpoumian Member Posts: 2
    Just a little update:
    I just checked my account balance again, and it says I have both a Debit and a Credit for the $280 USD of the ATM transaction; however, my total account balance does not reflect this Credit yet. I'm assuming that it's just a matter of time until my account balance reflects this Credit, am I correct?

    Thanks in advance.
  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭


    You can view my answers from before that discusses the issue. But in a nutshell, as long as the ATM operator does not complete the transaction, it will eventually expire and the money will be available on the card once more.

    The time it takes for such a transaction to expire is within 10 days.

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • momo2016
    momo2016 Member Posts: 1
    Hi Adam,

    I have had the same problem, I tried to withdraw from the atm i always use but unfortunately both transactions were cancelled:( I contacted the bank on the spot and they did refund the amount in question as seen on my transaction.
    However, the second transaction which I had no idea had happened as all transactions were cancelled that day still in pending authorization status since June 2, it has been over 10 days now and NOBODY at customer support has been able to help me with this?
    No one is telling me how long this is going to take and it is very frustrating as I tried to withdraw everything that was in the card.

    Could someone please help me with this, I have chatted with your support team 3 times and no one can answer that.
    I need to know when my balance will reflect again in my account, or rather available for withdrawal.
  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭

    I can tell you that the experienced/senior Payoneer reps will usually give you the date the transaction will expire the moment they receive the ticket in order to provide you with a hasty response to your situation. If not, a simple question of when it will ensure that you will get the answer you are seeking.

    Of course you can also rely on the answers I provided in this thread as this stance has not changed. The majority of transactions will expire within a 10 day period of the merchant does not collect or receive the funds voluntarily.
    Vacation and car rentals are the only exception in this case, as they can place a hold for up to 30 days per their agreements with the banks and card issuers.

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • Kapz
    Kapz Member Posts: 0
    I had $76 +/- & when I activated my card to withdraw funds at 1st I was denied access to my funds due to a displayed message indicating I had insufficient funds on a Barclays Bank ATM & when I tried again at a Standard Chartered Bank ATM I only managed to withdraw about $25. When I tried to withdraw more funds my card was captured without releasing my funds but my balance on my payoneer acc now shows $0.00?

    Please rectify this asap!
  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭


    See my answer from April 5th. If you already contacted the ATM operator, contact Payoneer support for guidance on how to get the funds back to your card.

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • bjwoodward76
    bjwoodward76 Member Posts: 4
    Has anyone received a credit to your Payoneer account after an ATM did not dispense cash but debited your account?

    I incorrectly assumed that the transaction would expire and my account would be credited within 10 - 14 business days as I have read through the community posts here, not a chance!

    I am at 51 days waiting now without so much as a hint as to when to expect a credit except that Payoneer will "provide an answer" within 90 days.

    I did everything precisely right as instructed by Payoneer, met with the branch Bank Manager and advised her within 1 hour of ATM issue, she contacted Payoneer to no avail. I filed the chargeback forms as instructed by Payoneer within 2 hours of ATM issue with all proper information. I have met with the Bank Manager 2 additional times and she has been so gracious to help even though there is not much she can do other than contact Payoneer just as I have done weekly.

    It is pretty sad and unfortunate that Payoneer cannot resolve a chargeback timely, especially one which is not fraud related or a dispute between two parties, it is a simple ATM dispensing issue and according to the Bank Manager and Payoneer CSR it is common.

    I have been a customer of Payoneer between 4 and 5 years now, Unfortunately I may have to reconsider doing continued business with them.

    My ATM withdrawal amount was $800 so not exactly insignificant.

    Has anyone received a credit and if so how long did it take?

  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭

    In cases where the bank decided to settle the charge but you did not receive the money, in essence, you paid for a service you did not receive. If for any reason the charge is completed but not reversed by the merchant or bank, you need to contact Payoneer to begin filling a dispute to get the funds the back.

    I don't know what may have happened during your whole ordeal, however as a last resort if the issue cannot be resolved directly with your contacting the bank, Payoneer will file a dispute to obtain the funds back.

    If you already sent an email to Payoneer but you did not receive a response, check for any automated email you may have received and reply to it. Most newly submitted tickets will require you to reply to the email to receive support from a live representative.

    Once you receive the dispute forums, make sure to fill out all the details and reply to the email associated to the reference number of your case. At this point, Paoyneer will begin communicating with the banks and processors involved in the transaction in order to successfully dispute the transaction.

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • bjwoodward76
    bjwoodward76 Member Posts: 4

    Apparently you didn't thoroughly read my post. I already filed a dispute with Payoneer the same day the ATM did not dispense cash. There were 3 forms to complete, I completed them all and submitted them to Payoneer promptly. I have called Payoneer weekly to check the status and each week I am told the same thing which is "Payoneer will let me know the results of the dispute within 90 days".

    Payoneer customer support refuses to connect me to the chargeback department to inquire as to the status. Payoneer customer support refuses to contact the chargeback department directly and inquire of the status. I have received no help or information from Payoneer regarding this issue.

    It was not a merchant purchase or one of those ATMs located in a convenience store. This was a withdrawal at an actual bank ATM that failed to dispense. I always use a bank ATM instead of the little kiosk ATMs because it would seem to make sense that if there is a problem a real bank ATM would handle an issue more professionally.

    At any rate, what would help me immensely is to speak to the chargeback department who is handling the matter and have them simply tell me if they are waiting for a response from the bank or what. If the bank is dragging their feet I can go directly to the bank manager and start complaining there, but I cannot get any information out of Payoneer.
  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭

    That's not how it works. There is a whole process that goes beyond the disputer (Payoneer) and the disputee (the merchant/bank). To get real time update is to be frank, a very difficult thing to do, which is why most providers will advise their users that disputes can take anywhere between 60-90 days.

    It is much easier to show you rather than explain, which is why I recommend you check out Chargebacks911 website as they have a brilliant graph that describes the chargeback process that the majority of companies follow in accordance to the industry standards.

    It is an unnerving situation when having to wait for a dispute to be finalized and it is near impossible to get updates in real time. Chargebacks team are under emmense pressure when it comes to communicating the information to the relevant parties and at times will contact the account holder if additional information is required (however that is extremely rare).

    Payoneer's chargeback teams will be sure to let you know the status of the dispute as soon as more information is made to them.

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • bjwoodward76
    bjwoodward76 Member Posts: 4
    Any information from Payoneer or Choice Bank assuring me that the claim has been submitted to the acquiring bank and that a settlement response has not been received as of yet, would go a long way to reduce frustration and warrant patience on my part. I have received no information other than the dispute has been received and filed.

    Again, this is NOT a merchant dispute but rather a single-message ATM transaction. The manager at the acquiring bank contacted their operations group who indicated the dispute had already been "settled and submitted to the network". Their words not mine.

    I am not unnerved about waiting for the dispute to be finalized, I can wait 90 days or 120 days or whatever. What I am unnerved about is not being provided ANY substantive information regarding the dispute. For example, I submitted the completed chargeback forms to Payoneer on 05/09/17 and was told that same day that the forms were completed thoroughly and were being filed with the chargeback department that same day. On 05/14/17 I was notified that the dispute was filed with the chargeback department on 05/14/17, not exactly what Payoneer had advised me on the 9th. Doesn't exactly instill much confidence in Payoneer CS or chargeback groups.

    Communication is key here, that is all I have ever asked of Payoneer regarding this dispute. I don't need realtime reports or to know the entire steps being taken. But some sort of periodic and substantive information would make the whole situation not only tolerable but even pleasant and would make Payoneer stand out from other services who also fail in similar ways.
  • bjwoodward76
    bjwoodward76 Member Posts: 4
    And another perfect example of no communication from Payoneer. As soon as I posted the above message I checked my Payoneer account balance and found it adjusted appropriately (credited) for the disputed amount. No contact from Payoneer, no phone call, no email, nothing. And yes I checked my Spam folder.

    So this dispute is resolved however the lack of communication is more evident than ever. It is unfortunate to say the least.

    I have been with Payoneer for between 4 and 5 years now and I won't list the total amount transacted via Payoneer over the years, but it is not by any means insignificant. I unfortunately will be looking for an alternate MT service....and it won't be PayPal either :)
  • mahabub25alam80rana
    mahabub25alam80rana Member Posts: 1
    may a.c. on
    <3 <3 bangladesh rajsahi arji naogaon lata para
  • LisaW
    LisaW Member Posts: 1
    Hello Payoneer,

    Now I love this great system that you have, I have had my card for sometimes now and I have never had an issues until recently. Last month I went to the atm to get cash, I didnt get my money, went to the atm provider and they advised me to contact you I did and was told to wait until the transaction cleared as it could not be disputed until then. I waited and filed the dispute and no problem, I understand the procedure, it takes time.

    Now my issues is this happened the following month, this time I am going out my mind because it was alot of money and this one is still pending. I really don't know what to do, now I'm scared to use my card at the atm. I have no cash to use now. I really need help and I can't wait 90 days to get this cash back. I think there might sme issues with Payoneer and this bank because this same thing happened to a close friend this month as well, I don't know if there is anything you can do to check this out. But we really need help, this is a really great service but if I am scared to get cash at the atm because I won't get my money, this is crazy, please help me.
  • mobime
    mobime Member Posts: 1
    I just had the same issue a few minutes ago.
    1250$ is in pending charges and deducted from available balance.
    From everything I read, Payoneer is incapable of solving this issue for their users.

    It this won't be resolved next week, I am going to stop using this service as well.
    If anyone from the support team would like to help out, I filed a ticket with reference number 170910-008536

    Best of luck of anyone facing the same issue.
    It is really not fun at all...