Customer Problems With ATM transactions
How do I handle customer problems with transactions?
During the course of daily operations, your customers may experience an occasional transaction difficulty. In most cases, these difficulties are not with the ATM itself, but rather with the customer's card or account.
- If your customer receives one of the following messages:
- Personal identification number entered is not correct/Invalid PIN number
- Unauthorized usage
- Your card is not valid
- Temporarily unable to process
- The card may be refusing to "read." Wiping the card with a soft cloth or tissue may clear it. However, the magnetic strip on the back is sensitive and can become deactivated through proximity with other cards or other magnetic-reading equipment. If the above message is repeated, refer the customer to the card-issuing institution.
- If your customer receives one of the following messages:
- You have selected an invalid transaction or account
- That transaction is not available from this terminal
- Sorry, you are restricted from using this ATM
- Your maximum daily withdrawal limit has been reached
- Bank unavailable
- Refer them to the card-issuing institution.
If a cash-dispensing error occurs (the customer receives too little or too much cash)
ATM network rules and regulations require that such errors be managed by the card-issuing institution.
Refer the customer to that institution.
NOTE: Such an error should not affect your ATM journal balance.
What do I tell the customer who uses my ATM and doesn't receive any money but thinks they got charged?
This is an error caused by the quality of the connection and has nothing to do with the reliability of your ATM. When this happens, it is imperative to instruct the cardholder to contact the issuer of their card (phone number on the back of the card) and to file an EFT (Electronic Funds Transfer) Dispute. This will ensure the fastest turn around in making sure that THEIR money is properly credited to their account.
The EFT process is controlled by a set of federal regulations called Regulation E. Under this regulation, the issuer (banks, credit card companies, and even government-issued EBT cards) must investigate the matter. This insures that any checks or charges on the account are paid and that the cardholder is not charged for overdraft or over-limit fees. Note that there are no legal ramifications for you.
Because this error relates to the connection, the customer may wish to try again in a few moments.
Please do not give the customer money out of your cash registrar as this may complicate matters in resolving the transaction error. Most often there is a hold on the money and the charge is reversed within 48 hours.
