On occasions, automatic cash machine (ATM) users may find that the machine does not dispense the money requested, or gives a different amount although the receipt of the operation shows the correct amount. Spain's Organisation of Consumers and Users (OCU) have issued reasons why this can happen, and advice on what to do if it happens to you.
The OCU says that incorrect transactions can happen for several different reasons, ranging from an operational failure of the ATM, simply that it has run out of cash, to a fraudulent manipulation of the machine that prevents the banknotes from being dispensed, something known as 'cash trapping'.
Whatever the cause, the OCU have published a series of tips on how to act in these situations:
- Check that the slot the cash comes out of isn’t blocked.
- If the incident occurs in an ATM outside a bank during office hours and the branch is open, inform one of the employees of the problem as soon as possible.
- If the branch is closed or the ATM is not located outside a bank, stay by the machine. You should first call the incident helpline number that should be posted on the ATM and try to get a solution, and you should also request an incident number for a later complaint.
- It is recommended to take photos and write down the cash-machine data, as well as the time of the transaction.
- If the ATM has issued a receipt for the transaction, keep it. If requested to view it on the screen, you may want to take a photo of this information, if possible, with your phone.
- Check the debits and credits on your account. If a deduction appears for the amount not received and it is not balanced after a few days, complain to the bank.
