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ATM Issue

Posted by jkavanagh172 jkavanagh172
Message 1 of 6 503 Views

Hi there. I am currently in Colombia and I went to withdraw 520000COP from a bank ATM today. Approximately 220AUD. As the transaction was about to be processed as message came up to state that they could not make contact with my bank so it cancelled the transaction. Now i have noticed that the $220 still cleared from my account. How do I resolve this??

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Re: ATM Issue

Posted by DanaeC DanaeC
Message 2 of 6 492 Views

Hi @jkavanagh172, I'm really sorry to hear this. If no funds were received but a debit was made on your account, you can to dispute the transaction. The Transaction Dispute form can be obtained via this link, and returned to us within 90 days of the initial transaction. We will endeavour to resolve the dispute within 21-45 calendar days of receiving the dispute form, as it may require us to liaise with other financial institutions / merchants etc, and we need to allow reasonable time for the other party to respond. You can return the form via Fax, Post, or by scanning and uploading through BankMail, within the "Message centre" tab of your Online Banking. Hope this helps!

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Re: ATM Issue

Posted by westakr westakr
Message 3 of 6 437 Views

Hi I have had the same issue in the UK. I cancelled a transaction but still have been charged. I phoned the atm company. They assured me that the transaction was cancelled. It appears Bankwest has a problem with some atm machines. 

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Re: ATM Issue

Posted by westakr westakr
Message 4 of 6 436 Views

I can't seem to get this bank mail to work on my mobile phone. Maybe I have to log in via computer. All very frustrating. This should not happen in this day and age. Teller machines should work better with cards.

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Re: ATM Issue

Posted by DanaeC DanaeC
Message 5 of 6 424 Views

Hi @westakr, I'm really sorry that you feel this way. You will need to log into your Online Banking from a PC to access BankMail, I do apologise for any inconvenience. Via the Forum we wouldn't be able to view your account to see the transaction and look into what has happened, however if you are able to access a PC, you can login to Online Banking and select the "Chat Now" button at the bottom of your screen between 7am – 6pm AWST Monday – Friday for assistance, if you would like to speak with someone in real-time. Alternatively, you can call our Contact Centre on +61 8 9486 4130 from overseas. This is a Reverse Charges Number, however as you would need to contact the International Operator in the country you are in, I am unable to advise if there would be any charges applied by the local or international telephone company for contacting the operator. Thank you.

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Re: ATM Issue

Posted by westakr westakr
Message 6 of 6 354 Views

Hi 

I will contact Bankwest when I return to Australia on 6 August. Hopefully they will rectify the mistake of 167 dollars taken from my account after the transaction was cancelled. I received no cash and the teller company confirmed that the transaction was cancelled.

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