The review of a disputed transaction rests with the card-issuing bank
The National Bank of Ukraine has explained what a customer should do if an ATM debited funds from a card but failed to dispense cash. The review of the disputed transaction is handled by the issuing bank, which has the right to request transaction documents from the acquirer and is obligated to provide the customer with all information regarding it free of charge. This was reported by Minfin citing the National Bank of Ukraine, according to the portal PromPolitInform.
According to the regulator’s clarification, the issuing bank — the institution that issued the card — must review the complaint regarding the disputed transaction and establish the circumstances of its execution. First, the customer should check the transaction in mobile banking to see whether the funds were actually debited and whether the transaction is in pending status.
Next, the NBU advises recording the circumstances: the date and time of the withdrawal, the amount, the ATM address, and its number if displayed on the device. After that, the customer should contact the issuing bank with a request to register the complaint and verify the transaction.
It is specifically emphasized that one should not immediately repeat the withdrawal of the same amount until the status of the previous transaction is clarified. The registration number of the complaint should be kept in order to track the review process.
Receipt after cash withdrawal
A separate clarification from the National Bank concerns the documents that a customer should receive after payment card operations. In paragraph 19 of the document, the regulator notes that the requirements of paragraph 160 of Regulation No. 164 regarding the mandatory requisites of a payment terminal receipt do not apply to cash withdrawals from an account using a payment card.
Such operations are regulated by other regulatory requirements, in particular the Instruction on the Procedure for Organizing Cash Operations by Banks and Conducting Payment Operations by Payment Service Providers in Ukraine, approved by the NBU Board Resolution No. 103 of September 25, 2018.
The National Bank distinguishes between fund transfers and cash operations: requirements for payment terminal receipts apply to transfers using payment instruments, while cash issuance is processed under cash handling rules.
Customer’s right to transaction information
If a customer disagrees with a transaction or claims that the ATM did not dispense the debited funds, they can submit an application to their bank to review the disputed issue. Paragraph 20 of the NBU clarification states that when reviewing such an application, the issuing bank has the right to receive information and documents confirming the transaction from the acquirer.
At the same time, the bank is obliged to take prompt measures to obtain all information about the payment transaction and provide it to the customer free of charge. To this end, the institution may request documents or copies thereof regarding the relevant transaction from the acquirer.
The NBU also provides a list of data that help identify the transaction depending on its type. These include the customer’s account number in IBAN format, the actual date of the operation, the amount and currency, and the type of payment operation.
The list also includes the unique transaction reference number (RRN), the acquirer code, the terminal identifier (Terminal ID), and other identifiers associated with the execution of the operation.
Therefore, the fate of the funds that the ATM debited but did not dispense should be resolved through the bank that issued the card. The customer has the right to demand a verification of the transaction, and the bank is obliged to collect the necessary information about the transaction and provide it free of charge following the review of the application.
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