A Ukrainian woman shared her experience regarding an issue with an ATM of the state-owned "Oschadbank", which failed to dispense funds despite the amount already being deducted from her account.
This was reported on the "Minfin" portal. The process of getting the money back may take several months.
In her complaint, the customer recounted that she attempted to withdraw cash from her PrivatBank card using an Oschadbank ATM in Lutsk. During the transaction, the funds were deducted, but she did not receive any cash.
The woman contacted the hotlines of both banks, where she was initially promised a refund within 11 days. However, she later learned that the actual wait time would be four months to resolve the issue.
"On 21.10.2024, I attempted to withdraw cash from a Sberbank ATM using my PrivatBank card. The ATM did not dispense the money, but the deduction went through. I immediately contacted the hotlines of Sberbank and PrivatBank. At first, they said the funds would be returned within 11 days, but Sberbank has not processed this. Now I have to wait up to 120 days. The ATM location, time, and amount are all specified," — the customer wrote to "Oschadbank".
The customer is worried because these are credit funds, which accrue interest, and she will have to wait a considerable amount of time for the money to be returned.
The process of reclaiming funds lost through an ATM can be quite complicated. First, one needs to contact the issuing bank of the card or get in touch with the customer support operator to file a claim.
ATM cash collection occurs once a week, but even then, resolving the issue does not happen quickly.
A review of customer feedback from various banks indicates that the timelines for refunds can vary significantly and are often contradictory.
If the funds were withdrawn from a card of a different bank, the request for a refund is forwarded to the international payment system. In this case, the investigation period can take anywhere from 45 to 120 days.