On 26th March, I withdrew RM1500 from an ATM of [Bank Name] using a Visa card that belongs to a different bank.

The ATM jammed and did not dispense the cash after a few minutes.

I immediately reported the issue at the bank counter, and the staff asked me to lodge a report.

I was informed that since the withdrawal was made using a non-local bank Visa card, the refund process would be handled through the issuing bank.

After more than a month, my bank has informed me that the case is still "under review."

I would like to know if it is normal for ATM cash balancing and refund processes to take over a month.

want fast resolution? viral on social media unless u level is VIP kayangan, that's the only method to get gear works faster

peasant level, social media is the only choice

Eer... Is a sop of the bank. No one can tell you a thing when we do not know which bank you are having the problem with
You wan to fish in banket to tell you the exact sop?
Even if there are bankers reply you on their sop, are you gonna use this thread to counter flaim the bank?

Can complain with bank negara, if already follow up with [Bank Name]

bnmlink.bnm.gov.my

Doesn’t make any sense.

If it’s related to a visa bank not local visa bank or not….
1. Did your account was deducted the amount in the non local bank?
2. Did you keep the receipt from ATM that states “unable to dispense error”?
3. Did the local bank confirm that it’s their error and will refund before “under review”?

Send a final email to the said ATM bank stated that you have requested deduction of my local bank. It’s deducted. Show the statement. It has nothing to do with any non local bank now and this ATM and you.

If the local bank unable to resolve it by next week after the 1 month “under review”, send an email to BNM detailing the whole issue.

always escalate to BNM for fast resolution

That's why always use CC whenever possible

Always remember...

CC = bank's money. They'll go through the globe to get their money back

Debit = your money. Slower than snail in investigating the issue

If no card terminal at least ask seller/restaurant/shop can tng or direct transfer or not.

This post has been edited by mafioso: May 1 2025, 07:28 PM

Highlight to bnm for faster response

Totally agree with your point on using credit card — it’s definitely safer. Just that time was very close to Hari Raya Aidilfitri, so I needed to withdraw cash to prepare for giving out duit raya. That’s why I ended up using debit instead.

Yes, the amount was deducted from my account. I’ve even shown the online banking statement to the bank staff as proof.

No receipt was issued by the ATM — the machine jammed and only returned my card.

The bank mentioned they need to check the tally between the withdrawal request and the cash dispensed. But every time I follow up, they just say it’s still under review. I’m starting to wonder why it’s taking so long to verify something like that. If others have faced similar issues, how long does it usually take to resolve?

Ah very unfortunate.

Hope your money comes back soon.

My case was a cash deposit. I put in the money and the machine jammed. Got back my card and an error slip. I was a Sat so had to wait till Mon to report. The bank officer was able to confirm they had more money that morning when they opened the CD machine. Exactly matching my amount. BUT took 2 weeks to be refunded to my account. Even though same bank.

Your case different bank, I am sure will take a while. The bank where the machine was located would have known the next day when they opened and checked.

It should be fairly quick. Maybe 1-2 weeks max for them to tally. I will be worried since you don’t get any ATM slip / receipt, you don’t have a proof.

And pushing so long down the line, they can say they have no cctv etc and no proof that you didn’t receive the money.

You need to act quickly on your own. 1-2 months maybe if need to refund but they need to be clear in actually confirming the money didn’t dispense and you didn’t receive it. 1 month later any records etc might already been erased and complicate matter.

Just email to BNM and tell them the timeline. The non priority in solving this case is very worrying.

Thanks for sharing your experience. Since it's a different bank, it might take a month to 6 weeks for me to resolve. I appreciate the insight, though—it helps to know that in similar situations, it took about 2 weeks for the refund in the same bank. Hopefully, the process goes smoothly!

Thanks for the advice. Based on post #12, it took 2 weeks to resolve with the same bank, so I think the bank officer’s explanation makes sense since I’m using a non-local Visa bank card. I’ll give it another 2 weeks. If it’s still not resolved by then, I’ll go to the branch again and let them know I’ll contact BNM.

Appreciate your guidance on this!

Why not report to visa bank?