If, when withdrawing cash from an ATM, it gets stuck:
Check your account statement in the online bank or app to see whether money has/hasn’t been taken from your account;
Online bank
To check whether money has been taken from your account, go to the online bank under Accounts and Cards. Find the account linked with the card you used to withdraw cash from the ATM.
Check in two places:
- Reserved amount
- account statement.
Check whether the transaction sum has been withdrawn or reserved.
Mobile app
Open your app and, on the opening screen under Balance, select the card which was used at the ATM, and check whether the money has been withdrawn/reserved.
If the cash was not issued, but it has been taken from your account, submit a Claim for an Unsuccessful ATM Transaction.
To fill in an application, go to the online bank under Correspondence with Bank and select Claim for an Unsuccessful ATM Transaction.
Ensure that you fill in all the fields marked with a star.
After entering the information, sign the application and submit it. Click Next and confirm the payment with your authorisation device.
You can always check the application status under Document History.
Bear in mind that your claim will be processed within 14 days.
If you cannot do the previously described actions, please contact the bank at 6701 0000
