Tunisia/ problem with withdrawal from an ATM in local bank

AtaraAtara Posts: 2Member
Greetings,

I had a problem today while I trying to retrieve money from my local ATM as usually do, the operation took more time than usual, but in the end, I received my card back, I received a receipt of the transaction I did, but I received no money. When I went to the bank and told them about what happened they asked me to contact Payoneer. I still have the receipt I can see that the amount of money was cut out of my account balance but I received no money.

Please help
Thank you

Answers

  • EdwinPayoneerEdwinPayoneer Posts: 114Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hi @Atara. It sounds like what you are experiencing is a hold on the funds you were attempting to withdraw. This hold is called a Pre-authorization. A pre-authorization is a common occurrence with card transactions. Merchants will put the funds requested into a pending transaction. They do this to verify that there are adequate funds to make the transaction in question. Unfortunately, whether or not the transaction is approved, the hold remains until it expires. Usually holds from an ATM only takes 7-10 business days to expire. If you are interesting in releasing this hold sooner, just refer to this support center topic about releasing an outstanding authorization.

  • AtaraAtara Posts: 2Member
    Hello @EdwinPayoneer, thank you for your rapid answer. I went back to the local bank where I attempted the withdrawal. It appears the ATM machine was broken, because the money was cashed out but got stuck in the machine, and they found the amount I retrieved but they keep saying that my bank (payoneer) should be the one contacting them to cancel the transaction.

    Thank you
  • EdwinPayoneerEdwinPayoneer Posts: 114Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    @Atara said:
    Hello @EdwinPayoneer, thank you for your rapid answer. I went back to the local bank where I attempted the withdrawal. It appears the ATM machine was broken, because the money was cashed out but got stuck in the machine, and they found the amount I retrieved but they keep saying that my bank (payoneer) should be the one contacting them to cancel the transaction.



    Thank you

    I am glad to hear you received your funds @Atara! Generally we do not contact banks on anyone's behalf, so this may just be a misunderstanding on the banks end about our procedures for pending transactions.

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