ATM did not dispense Cash But My account was Debited

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Comments

  • nandyajoe28nandyajoe28 Member Posts: 13 ✭✭
    Oh wait, anyway is it safe if our money being held in Pending Authorization?? I don't care when will it expires (sooner is better), one important thing is i just want to know that my MONEY will be BACK to the balance! SMH, this is complicated and i'm frustated now.
  • aroojkaroojk Member Posts: 3
    Hey anyone please help me
    i live in Pakistan and this is happening in Alfalah bank ATM
    I have tried 4 times from ATM to withdraw money but neither the cash comes out nor i got charged for withdrawal money ..
    I mean the balance remains same in my payoneer account but i am unable to withdraw it..
    Even ATM machine accepts the card and asked for pin and amount and everything but never give cash
    please help..
  • nandyajoe28nandyajoe28 Member Posts: 13 ✭✭
    edited September 2016
    Hey Aroojk, i hope payoneer customer service will respond us soon.
    I don't know why Payoneer such this complicated. I have paid lot of fees but i don't really satisfied with the service. Sorry not sorry. :(
  • ZubairfbZubairfb Member Posts: 14 ✭✭
    Same thing happened to me dear. What is the solution you followed?
  • ZubairfbZubairfb Member Posts: 14 ✭✭
    Could anybody guide me why transaction reversal takes place?

    1- Is it due to ATM machine problem?
    2- Mismanagement by user during transaction?
    3- Any other reason please

    Respect and regards
    Zubair
  • ZubairfbZubairfb Member Posts: 14 ✭✭
    In the end I learned a lesson... Not to use MCB... But transaction reversal problems do take place on other banks like SCB too...
  • Adam_PayoneerAdam_Payoneer Administrator Posts: 1,105 ✭✭✭✭✭✭✭
    There are multiple reasons why an ATM transaction can fail (assuming you have enough money to complete the transaction):

    1. Loss of connection between the ATM operator (bank) and the card issuer (in this case Payoneer).
    2. Technical error with the ATM station.
    3. The bank does not support the issuing bank (rare but not unheard off).

    For the first two lines, when this issue applies most likely you will witness an error with the ATM and afterwards when you check your card balance you see that you have a "pending transaction" with the ATM.

    When this happens, contact the ATM operator right away in order to reverse the transaction. If they are unable to assit you, contact Payoneer customer care so they can advise you on how to proceed in obtaining the money back to the 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.

  • nandyajoe28nandyajoe28 Member Posts: 13 ✭✭
    edited September 2016
    @Adam_Payoneer Thanks for your respond. I have sent an email directly to the official ATM's help center bank and told them about this problem. Hope they can help.
  • carrievirtualcarrievirtual Member Posts: 1
    You know it's really sad that Payoneer has to take 90 days to refund cash knowing fully well that this is a common occurrence. I've read all these comments and one can't help to wonder if this is a problem with the payoneer cards.

    Like everyone else i tried withdrawing $400 three months ago, in June and never received a dime. I raised this issue in June and was told to submit a dispute immediately, which I did with Payoneer.

    Now I've been trying to follow up with Payoneer but for some reason the customer care is really not courteous when it comes to answering my questions regarding this query. In fact the last time I asked about this dispute, the customer care rep. was nothing short of impolite.

    Now, my question is, is it really necessary to keep the clients waiting for refunds even after Payoneer has established there's an error happening? Shouldn't Payoneer come up with a way of refunding the cash to the customers once they find out that indeed that particular transaction never went through?
  • Adam_PayoneerAdam_Payoneer Administrator Posts: 1,105 ✭✭✭✭✭✭✭
    edited September 2016
    You know it's really sad that Payoneer has to take 90 days to refund cash knowing fully well that this is a common occurrence. I've read all these comments and one can't help to wonder if this is a problem with the payoneer cards.

    Like everyone else i tried withdrawing $400 three months ago, in June and never received a dime. I raised this issue in June and was told to submit a dispute immediately, which I did with Payoneer.

    Now I've been trying to follow up with Payoneer but for some reason the customer care is really not courteous when it comes to answering my questions regarding this query. In fact the last time I asked about this dispute, the customer care rep. was nothing short of impolite.

    Now, my question is, is it really necessary to keep the clients waiting for refunds even after Payoneer has established there's an error happening? Shouldn't Payoneer come up with a way of refunding the cash to the customers once they find out that indeed that particular transaction never went through?
    The process is different for every different type of business entity. Unlike taking a person to court where the defendant and the plaintiff go head to head, companies have to communicate the information through the card provider (in this case Mastercard), the bank that issued the card and the processer that handled the transaction (this is of course just from Payoneer's side).


    The merchant who the dispute is taking place against probably involves also the processor who handled the transaction, and because of the amount of information that needs to be exchange between each entity, most of the cases are handled by email communications and the handling time depends on when each sides replies with the requested information or evidence. 

    So to answer your question, even if it is clear that an error took place, the merchant will most likely assume that no wrong doing took place and will handle the dispute accordingly. When the ATM (bank) knows there was an error, they won't waste your time with a dispute process and they will just refund the money. This is why contacting the ATM operator as soon as possible is key, because if there was an error it is easy to notice it in real time and possibly reverse the transaction as soon as possible. 

    You will get your money back one way or another, but it can either take 1-10 days if all goes smoothly or up to 90 days if you have to file a dispute. 

    Happy and willing to answer general questions.

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

  • nandyajoe28nandyajoe28 Member Posts: 13 ✭✭
    edited September 2016
    Hello. Just wanna let you guys know that my frozen balance on pending authorization is finally back to my payoneer balance! I am so happy right now. I didn't do nothing, i didn't even ask for help to Payoneer (what i did was only asking for a solution to Payoneer support center) and even the ATM's help center which i've contacted haven't responding me yet until now! But you see, it really does expired and pending balance has automatically returned back to my useable balance. It only took 3 days for me to get the pending balance back to my balance. Well, thank you Adam and everyone for the solutions. For those who still get pending balance, I really hope you guys will get your pending balance back to your normal/useable balance as soon as possible.
  • ckgnickgni Member Posts: 5
    Hello everyone,

    Yesterday I tried to withdraw some money from an ATM, however at the last step the withdrawal failed due to technical issues of the ATM (maybe because it was out of bank notes). I then went to another ATM and attempted to withdraw the same amount, only to receive the message that my balance is not sufficient. I was surprised to log into my Payoneer account and find that the amount that I had requested from the first, failed ATM was actually removed from my Payoneer balance, eventhough the ATM never gave me the money.

    How can I proceed to initiate a chargeback request to get my $80 back?

    Thank you.
  • isurumisurum Member Posts: 2
    contact 1st ATM bank.
  • nandyajoe28nandyajoe28 Member Posts: 13 ✭✭
    ckgni said:
    Hello everyone,

    Yesterday I tried to withdraw some money from an ATM, however at the last step the withdrawal failed due to technical issues of the ATM (maybe because it was out of bank notes). I then went to another ATM and attempted to withdraw the same amount, only to receive the message that my balance is not sufficient. I was surprised to log into my Payoneer account and find that the amount that I had requested from the first, failed ATM was actually removed from my Payoneer balance, eventhough the ATM never gave me the money.

    How can I proceed to initiate a chargeback request to get my $80 back?

    Thank you.
    Hello!
    I had the same problem as yours, which is already resolved.
    No worries, your money is not forfeited/charged/lost because the ATM failure. If you check your transaction history (View transaction), you'll find your $80 is being held under pending authorization, and it will return back to your main balance within 7 business days.
    Mine only took 3 days to get the frozen money back to the main/useable balance. I think the duration depends on merchants. You just need to wait and be patience (this is sucks i know haha). But if your money still being held under pending authorization and 7 business days has passed, you'll probably need to contact both ATM's operator or Payoneer Customer Service, they might help to get your money back.
    Good luck!
  • ferdouseferdouse Member Posts: 10 ✭✭
    Hello there,

    I have an issue today to share with you, i'm new on Forum.
    I need your help to solve my problem. Please help me.

    My Issue:
    I tried to withdraw cash (it was US$148.34) in Local ATM but, ATM didn't dispense any money, even no receipt. Only in screen said that transaction is canceled.

    First of all I contacted with the Local (ATM Owner Bank) but they don't solve my issue, only advice me to
    contact with Payoneer.

    I have sent a message to Payoneer today with details and request for solution.

    I would like to know Please let me advice for better solution..

    Thanks,
    Ferdouse
  • ferdouseferdouse Member Posts: 10 ✭✭
    Hi Damad,

    Thanks for your nice advice, I hope it will be solved as you said.
    I have called today to Payoneer and they said it could be available by end of the month (30th-Sep).

    7 - 8 days can be wait, but surprising that it's a financial matter and even I have send a message to them, but till now they don't reply me. With their positive and understandable reply they can assure me.

    Thank you so much,
    Ferdouse
  • ayissijoachimayissijoachim Member Posts: 12 ✭✭
    hanks for your nice advice, I hope it will be solved as you said.
    I have called today to Payoneer and they said it could be available by end of the month (30th-Sep).

    7 - 8 days can be wait, but surprising that it's a financial matter and even I have send a message to them, but till now they don't reply me. With their positive and understandable reply they can assure me.

    Thank you so much,
    Ferdouse
    AYISSI JOACHIM
  • tanviruitstanviruits Member Posts: 0
    Hi, i'm from Bangladesh and I tried to withdraw from an ATM today which was failed due to some kind of network error. But the amount is cut from my payoneer balance and what's weird is that there is no transaction information in my payoneer panel for that transaction. How come?
  • purelocalpurelocal Member Posts: 3
    Hello,

    Where is the link to download and print the dispute form?
    Find what you're looking for now...
    purelocal.com
  • ferdouseferdouse Member Posts: 10 ✭✭
    Contact Payoneer to file a dispute, They will send you alink
  • herizoherizo Member Posts: 32 ✭✭
    Hi, 

    90 days is incredible and inacceptable for me, hearing that i'm searching actively another withdrawal method with more security for me and  my money (hardly earned like most of payoneer's users).
    They absolutely must improve that.



  • SemplicioSemplicio Member Posts: 4
    I TRY TO WITHDRAW IN LOCAL TIME BETWEEN 9:50-10:00 PM BUT THE ATM MACHINE WERE CORRUPTED AND DID NOT DISPENSE THE CASH THAT WILL AMOUNT OF 5,000 PHP I'VE WAIT FOR 10 MINUTES CHECKING IF THE ATM MACHINE WILL BE CORRUPTED TOO TO OTHER PEOPLE NEXT TO ME WHO WILL ABOUT TO USE THE MACHINE TOO BUT THEN THEY WERE RECIEVED THEIR TRANSACTION AND THEIR RECIEPT , ONLY ME HAS THE ISSUE THAT MY CARD WONT DISPENSE CASH , WHEN I CAME HOME I WAS DISAPPOINT WHEN I SEE THE 5,000 PHP THAT I USE TO RECIEVED THAT NIGHT WERE DEBITED ALREADY IN MY PAYONEER ACCOUNT. I CONTACT THE ATM BANK WHERE I HAVE MY TRANSACTION BUT THEY ADVISED ME TO CONTACT THE PAYONEER FIRST BEFORE THEY WILL REFUND THE CASH THAT WAS NOT DISPENSE FROM THEIR ATM MACHINE.. IM FEEL SO CRAZY RIGHT NOW BECAUSE I REALLY NEED THAT MONEY TO PAY MY MONTHLY INTERNET AND THIS DAY IS MY DUE DATE OF PAYMENT AND THEY WILL DISCONNECT MY INTERNET IF I DIDNT PAID IT .. CAN ANYONE HELP ME PLEASE X
  • Adam_PayoneerAdam_Payoneer Administrator Posts: 1,105 ✭✭✭✭✭✭✭
    edited March 2017
    herizo said:
    Hi, 

    90 days is incredible and inacceptable for me, hearing that i'm searching actively another withdrawal method with more security for me and  my money (hardly earned like most of payoneer's users).
    They absolutely must improve that.



    If you want to improve the dispute process, then you need to contact every company, provider and card processing entity and tell them to change the way they currently work. I am not saying this sarcastically, but I am laying down the facts. Scroll up to a reply I wrote back in September 12th to see a short segement I addressed about this.

    Let's be clear, when you file a dispute through your personal bank, just because they can chargeback the money within 24 hours, this does not mean that you won the dispute. The banks have the resources, power and authority to perform immedate actions when charging back the money, but if you lose the dispute, that money will be taken out of your account faster than it was credited back to you. I gurantee it. 

    You have to remember that when disputing a transaction, the merchant will fight to keep the money with them and they will provide proof to show why the chargeback request needs to be denied. During which time multiple exchanges will take place and in some cases refiling disputes if the disputer (in this case Payoneer) and the disputee (the merchant) are adament that the transaction was or was not made in good faith.

    Bottom line when disputing a transaction, there is a very clear flow in the industry. I actually browsed online for information to best show you this, but I do also recommend you check out information that is easily available for you in your local area to expand your knowledge: 
    • Chargebacks911 - Check out their Chargeback Flowchart and understand what you are dealing with.
    • ChargebackTech - Uses the same flow chart but has a bit more information. 

    Happy and willing to answer general questions.

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

  • Adam_PayoneerAdam_Payoneer Administrator Posts: 1,105 ✭✭✭✭✭✭✭
    There are multiple reasons why an ATM transaction can fail (assuming you have enough money to complete the transaction):

    1. Loss of connection between the ATM operator (bank) and the card issuer (in this case Payoneer).
    2. Technical error with the ATM station.
    3. The bank does not support the issuing bank (rare but not unheard off).

    For the first two lines, when this issue applies most likely you will witness an error with the ATM and afterwards when you check your card balance you see that you have a "pending transaction" with the ATM.

    When this happens, contact the ATM operator right away in order to reverse the transaction. If they are unable to assit you, contact Payoneer customer care so they can advise you on how to proceed in obtaining the money back to the card. 
    @Semplicio @tanviruits
    Check out a comment I posted in September to see why this may have occurred and what can you do to get the money back to the 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.

  • herizoherizo Member Posts: 32 ✭✭
    edited October 2016
    @Adam_payoneer,

    Well, thanks for the long explanations and links. At this time, i still feeling like not safe, because, one of my transaction failed (didn't had the money) due to a technical problem with the ATM   and i have nothing. no ticket .  And the bank have card number, date time of the transaction i give .

     they have all datas including images of their security camera that i guess are easy to verify

    , also they have the ATM accounts that not difficult to verify if there is more money than there is supposed to be  (at least the money should be somewhere inside the ATM , it doesn't desapeared) .. .

    At my side, i still doesn't know how to do and how many times need to have this money back. there is not enought informations from :
     - the local bank who own the ATM
     - Payoneer about chargeback and disputes.

    May be it will be easy to solve or not. Probably payoneer have procedures and systems to protect users agains this kind of problem but simply i didn't find . i simply feel like , simple bug of ATM can play with my money, so play with my family's food and my daughter's school fees. 


    Regards,

    Herizo Ludovic



  • ferdouseferdouse Member Posts: 10 ✭✭
    As I had almost same issue that I describe on 19-Sep-16.
    I have already filed dispute as advice by Payoneer customer care.

    Now after almost one month I've seen the dispute transaction shown on my account pending authorization and it's till there but not yet credited to my account.

    I have contacted again to Payoneer customer care (i wsa noticed before that it will took 90 days time to resolve the issue), and they reply me that i need to ignore the transaction which shown on my account. Only I will get a reply from payoneer if the dispute gain and I need to wait 90 days.

    As I have study that for this issue (ATM did not dispense Cash But My account was Debited)
    there is no other short way to get quick solution.

    Now anyone
    Please tell me that did any of you gain the dispute with in 90 days!!!!
    Or in your case how long does it take to resolve the dispute!!!

    Thanks for your time,
    Ferdouse
  • d2017d2017 Member Posts: 0
    Hi,

    I've contacted Payoneer support per email and they take forever to get back or don't understand the issue I am having. It's now been two weeks - Can't withdraw from ATM

    I am trying to withdraw funds from my local ATM. If I use the ATM, it tells me "UNABLE TO PROCESS" at the end. Payoneer support tells me I typed in the PIN incorrectly - but that was only once or twice.
    I checked on my account and the PIN is correct.

    I type in my PIN, choose my account type, then select payment method, quick cash, select amount and press on proceed -> UNABLE TO PROCESS. In case when PIN is wrong, it says , PIN incorrect or something.

    1.) I have tried different ATMS
    2.) I have established my PIN is working
    3.) I have checked that enough money is on the account

    What can be done to solve this ?
  • bilal2005bilal2005 Member Posts: 6
    > @ferdouse said:
    > As I had almost same issue that I describe on 19-Sep-16.
    > I have already filed dispute as advice by Payoneer customer care.
    >
    > Now after almost one month I've seen the dispute transaction shown on my account pending authorization and it's till there but not yet credited to my account.
    >
    > I have contacted again to Payoneer customer care (i wsa noticed before that it will took 90 days time to resolve the issue), and they reply me that i need to ignore the transaction which shown on my account. Only I will get a reply from payoneer if the dispute gain and I need to wait 90 days.
    >
    > As I have study that for this issue (ATM did not dispense Cash But My account was Debited)
    > there is no other short way to get quick solution.
    >
    > Now anyone
    > Please tell me that did any of you gain the dispute with in 90 days!!!!
    > Or in your case how long does it take to resolve the dispute!!!
    >
    > Thanks for your time,
    > Ferdouse
    >
    >
    >

    /what is status of your issue now?
  • SahilHaiderSahilHaider Member Posts: 1
    I have done 2 transactions today in MCB bank's ATM. First transaction was cancelled but next one was successfully done. But when I checked my balance and transaction history it shows 2 successful transactions and my balance is deducted for failed transaction. I have sent a message to payoneer but there is no reply. Kindly help me as soon as possible.
  • FranckHFranckH Member Posts: 9
    @Adam_Payoneer
    Hello, in my case, the bank has already reversed the transaction; Money credited back on my account the same day; "automatically".
    But more than 7 business day now since the Pre-Autorization has still not be cleared and released. What to do?
  • SivanSivan Administrator Posts: 637 ✭✭✭✭✭✭✭
    @FranckH since you have mentioned it was already cleared by your bank, I'd suggest you contact our customer care team and send them all the details- they can review and advise
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