Withdrawals at ATMs are routine operations and, in most cases, quick and safe. However, in some cases, failures may occur that leave the consumer in a delicate situation: the money does not come out, but the amount is debited from the account. The situation is more common than it seems and, although it causes immediate concern, there are clear procedures that can help resolve the problem.
Check the statement and contact the bank
When faced with this situation, the first step is to check the bank statement to confirm that the amount was actually debited.
If the amount appears, contact your bank as soon as possible. Provide all transaction details such as date, local time and ATM terminal number
Technical analysis and right to refund
DECO PROteste, a website specializing in consumer protection, explains that the entity responsible for managing the equipment carries out a technical analysis of the operations to check whether there has been an error or malfunction. If the analysis does not identify any problem, the bank may refuse the refund.
However, if the bank does not demonstrate that the customer was negligent, the consumer has the right to a refund even if it is not possible to determine how the error occurred.
Formal complaints and documentation
If the bank does not resolve the situation within a reasonable time, you may file a formal complaint. Keep all proof of the operation, receipts, screenshots and records of communications with the bank as they will be useful if it is necessary to appeal to higher authorities. DECO PROteste monitors similar cases and can advise on the steps to follow
Appeal to Banco de Portugal
When you run out of bank options, you can file a complaint with Banco de Portugal through the Bank Customer Portal or use the electronic Complaints Book.
The complaining institution normally has 15 working days to respond to the complaint. If there is no response or the response is unsatisfactory, Banco de Portugal may be called to investigate the case
Prevention measures
- Use ATMs in well-lit and busy places;
- Avoid boxes that show signs of damage or that do not provide proof of operation;
- Whenever possible, make withdrawals during bank opening hours so there are staff who can help in case of a problem;
- Save receipts, screenshots and note the local date, time and terminal number.
If, even after following these steps, you are still unable to recover the amount, you can ask Banco de Portugal for support and seek advice from a consumer protection entity.
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