Withdrawn money from PS Bank but no money dispensed!!

Thursday night, 8th of December 2011. Hubby, our baby girl and I decided to go to Macapagal area late at night to check our night market at Park and Sell in Boom na Boom, but due to bad weather it closed earlier than usual. So we opted to eat late dinner at Blue Wave, before doing so I went to PS Bank ATM to withdraw some cash, I used a different ATM card when withdrawing in PS Bank, after a few minutes the machine hang, waited for about more than 15 minutes after entering the amount I want to withdraw. There was an error appeared : " Your transaction has been cancelled, Error Server Timed Out"

Then the machine put out my card, without any money was being dispensed. So to verify that my money is still intact I inquired my balanced from the ATM near PS Bank, which is BPI then I found out that the money has been deducted, without getting my money.

My husband called the guard on duty in Blue Wave to report the incident, I was trying to call the hotline customer service number that is posted on the ATM but since it was already late at night, there was no response.

Early morning of 9th of December 2011, I called the customer service again from PS Bank to report the incident, I informed her of what had happened, and she said that there will be an investigation to be made and after 3-5 business days they will give the feedback, she provided me a Reference No so when I make a follow up, it will be much easier to track the report made.

I then called my card company to also report the incident, and explained to them the same thing I explained to PS Bank customer service, provided me with a Reference No as well and told me to wait for 10 Banking days for the feedback.

12th of December, I called PSBank and provided them my Reference No., they told me that my reported case was valid and from there the customer representative credited the money bank to RCBC, not in my account yet.

At 13th of December, I need to call RCBC Bank to report them that PS Bank already posted the money back to RCBC, but I am just waiting RCBC to post the money back to my account.

When I called RCBC, I provided my Reference number to make a follow up, I was just so pissed off when they were asking for my account number while I was not informed from the onset that I needed that, all that I can provide was the Reference no, and so they are unable to provide me any status information about my case.

I told RCBC that I do not want and I am not interested of the status since I am able to check that personally from my card by doing Balance Inquiry, I just informed them the status PSBank provided me, and request for them to take note in my case, what pisses me off is that they are telling me that the processing period is within 10 banking days that would mean I will have to wait until before Christmas.

14th of December, I checked my RCBC ATM, then found out that they already credited the amount back to my account.

In the event you have experienced this case, that when you are trying to withdraw, there was no cash being dispensed but the cash was debited from your account, you may do the below steps and reminder, never get tired of doing the follow up and let them know you know what you are doing.

1. Call the bank that debited your money to report, explain them the exact details of what had happened since this is very essential with the investigation, and this is where they decide whether your complain is valid, if the details were accurately delivered.

Do not forget to ask for the Reference No.


2. Call the your bank to make another report with the same details as you have provided that bank which debited your money. Do not forget to ask for the Reference No.

3. Make another follow up, after 2-3 days, when you call the bank which debited your money, they will then can identify whether your complain is valid or not and they will be able to credit it right away when you do your follow up call.

When calling your bank make sure to have your account number handy since they will be needing when giving you the status.

Then just wait for your cash to put back in your account.  Just don't panic remember every details of what had happened, the time, the error and if you have the transaction receipt you may keep it for evidence.