My Money Didn't Come Out from ATM but My Balance is Deducted

edza

Hi, a couple hours ago I tried to withdraw my money using my Payoneer prepaid card at Bank Central Asia's ATM in Indonesia amounting to IDR 2,500,000 but the money did not come out and the screen said that my transaction cannot be processed. But when I check my Payoneer balance, it was deducted $183.15 while I didn't receive the money. Can you help resolve this issue and refund my money?

FYI, I have sufficient balance in my card of almost $2,000. The card is fine and I have used it several times before and its expiry date is still one year away. And when a couple minutes later I try to withdraw my money at another ATM at BNI's in Indonesia, the transaction was successful and I receive my money. So the problem must be at the previous ATM. Please help resolve the issue and refund my money. Thanks in advance.

KazPayoneer

Hello there,

When something like this happens, the funds are placed on a brief hold called pre-authorization. This happens for all of your transactions. Whenever you make a transaction, the funds are not immediately charged - they go on pre-authorization, and when the merchant can confirm a successful transaction, the funds are charged. This usually takes 30 minutes to complete for a successful transaction.

If the transaction was not successful, such as the one you described, the transaction would not be confirmed and could be voided. When this happens, you would get the funds back when the pre-authorization actually expires. It generally takes 7-9 business days for the pre-auth to expire. If you contact our customer support they can advise you the exact day that this happens. But we would need to wait that duration for you to get the funds back into your account.

Thank you!

edza

Thank you very much for answering my question. I have received my money back.

KazPayoneer

Great to hear.