ATM didn't dispense Cash - One Simple Question

mrnixdorf

Hey, i had a problem with an ATM that didn't dispense cash "7 days ago" and of course the amount was reduced from my payoneer account.

I already followed all the process, fill the form and submited a support ticket with documents......

I just have one simple question please:

For people who had this problem before, how much time you waited to get refunded???????

Thank you

Dan_Payoneer

Hi, and thanks for reaching out.
The process to claim the funds back requires interaction between banks and processors. The time frame is not an overnight, and it can entail a waiting time, on our end too.
The positive note is however, that our devoted teams and professionals have a high success rate in resolving these cases in the favor of our users.
With that being said, can you tell me if the transaction is still in a "pending" status? There might not be a necessity to file a dispute after all.
Thanks!

mrnixdorf

Thank you Dan for your answer.

I made the transaction on 2 july 2018, and it was processed "not pending" on 4 july 2018 when check my transactions on payoneer.

I tried many things, contacting the bank 3 times, contacting "payoneer care service" many time too.

From the bank where the ATM was, they told me that they can't do anything and i must contact my bank who supplied the credit card "payoneer in my case"

From payoneer, i have to wait 90 days to get refund, keep getting this from chat and per email each time i submit a ticket about the issue.

I remember this happened before for me on 2014, but that was locally, using my national credit card, i had the same exact issue, and i've got refunded in 7-10 days.

So it seems that there's something wrong here, to wait 90 days, to resolve a ATM transaction error.

Isn't that right?

artkhusnutdinov

Meh, dude, long waiting for each of operations is a feature of Payoneer. I've registered in Payoneer a lot of time ago and they are still working on my account approval. I still can't withdraw my profit with Payoneer, still waiting for this staff, that are working like sloths...

Dan_Payoneer

@artkhusnutdinov said:
Meh, dude, long waiting for each of operations is a feature of Payoneer. I've registered in Payoneer a lot of time ago and they are still working on my account approval. I still can't withdraw my profit with Payoneer, still waiting for this staff, that are working like sloths...

Arthur, I'd appreciate if you would let other members participate here, and not necessarily connote every thread with your question which is already being tended to.

mrnixdorf

@artkhusnutdinov, i understand you, but please don't spam everyone thread, i started this thread to discuss my issue not yours,...

Dan_Payoneer, i contacted Mastercard by email yesterday... this is what i've got:

"Dear Customer,



Thank you for contacting Ask Mastercard.



We are sorry to hear about this situation and understand your concern.



Mastercard provides Rules to issuing and acquiring banks to assist in the dispute process and filing disputes however, banks make the final decision based on evidence provided as to any right for chargebacks. Please contact your card issuing bank directly as they only have access to your account and can resolve any issues regarding transactions on your account. Mastercard does not issue credit cards, and does not have any access to customer accounts due to security and privacy reasons nor does Mastercard settle transaction disputes. Issuing and acquiring banks are provided with chargeback rules as guidelines to follow in the dispute process so your bank can explain your rights to dispute a charge.



Sincerely,



The Ask Mastercard Team"

Honestly, they didn't even answer my question that was about "the dispute delay" lol

Seems that there's no much to do, and just wait...

Thanks for your reply

Dan_Payoneer

@mrnixdorf said:
@artkhusnutdinov, i understand you, but please don't spam everyone thread, i started this thread to discuss my issue not yours,...



Dan_Payoneer, i contacted Mastercard by email yesterday... this is what i've got:



"Dear Customer,







Thank you for contacting Ask Mastercard.







We are sorry to hear about this situation and understand your concern.







Mastercard provides Rules to issuing and acquiring banks to assist in the dispute process and filing disputes however, banks make the final decision based on evidence provided as to any right for chargebacks. Please contact your card issuing bank directly as they only have access to your account and can resolve any issues regarding transactions on your account. Mastercard does not issue credit cards, and does not have any access to customer accounts due to security and privacy reasons nor does Mastercard settle transaction disputes. Issuing and acquiring banks are provided with chargeback rules as guidelines to follow in the dispute process so your bank can explain your rights to dispute a charge.







Sincerely,







The Ask Mastercard Team"



Honestly, they didn't even answer my question that was about "the dispute delay" lol



Seems that there's no much to do, and just wait...



Thanks for your reply

Thanks for keeping me posted. Do you have a reference number I can check? I'd like to see that if a dispute is indeed required, that it has already started. Thanks!

mrnixdorf

Thanks Dan for your reply, i almost forgot that i have started a thread here lol.
Any way the problem still occur "21 Days" since the ATM transaction.


This is the reference numbers

180704-010554
180704-011012

My last visit to the bank was 5 days ago, no news and no much info "they even don't have experience with such thing" as i understand...

Please Dan, let me know if there's any update or progress!

Thank you

Dan_Payoneer

Hi, and thanks for keeping me up to speed, as I can see that a dispute was filed already.
This type of a dispute takes time, because it involves more entities than just us.
Our team will keep you updated as soon as we have any news.

mrnixdorf

Ok Thank you for your reply, i will wait, and will update this thread if any news

mrnixdorf

Hi again, seems there’s progress, i’ve got refunded for the transaction fee «  Atm+currency exchange » and the rest of the amount is on « pending » status.
I think i will get it soon, i hop so

mrnixdorf

Hello again, it's already 30 days past since the ATM incident.
Still nothing and waiting.

fatema91

Dear mrnixdorf,
I am currently stay in same problem... Atm not give me money but charged my account. I am currently stay in 13 days.

Payoneer back your money???

bdmaster

I get back the money within 2days

mrnixdorf

Hi, Fatema91, not yet, got refund for 7$ "ATM fee" only 15 days ago, but the rest is still "218$" on pending. it's already 40 days now :sweat:

mrnixdorf

@bdmaster, it's depend of the situation, if the ATM detect that there was an error automatically, that can be solved in few days. instead it can take a long run "in payoneer case"...Normally that must be done in lest than 20 days, if locally. happened to me before and solved in 15 days... in payoneer case it's seems that it takes a century.

I know that this problem happen rarely, but i'm going to start doing wire transfer instead of payoneer card withdrawals to avoid this again.

mrnixdorf

57 days now and still nothing :neutral:

Thank you payoneer :neutral: