How can we help you?

I didn’t receive banknotes when withdrawing funds from an ATM but the money was taken from my account. What can I do?

In some cases, which are not in our control, an ATM might not dispense the money you attempted to withdraw. Keep in mind that the amount that seems to be deducted from your balance is only an authorisation. This means that the amount is blocked or reserved to be debited, but it hasn’t been collected yet. If your transaction wasn’t successful, the authorisation would normally expire within a working day and then it’s automatically released to your balance again.

If the amount doesn’t appear in your account on the next working day, please contact us via chat or send us an e-mail for further investigation.