'I was debited N50,000 despite no cash dispensed from ATM' - What can I do?

A bank customer who spoke to Legit.ng anonymously disclosed that she went to the Automatic Teller machines (ATM) to make a withdrawal but was debited despite no cash being dispensed, and the bank has yet to refund her.

Her words: "I was withdrawing money from another bank's ATM. Money was debited, but I did not get the cash., I have waited for two days and called customer care several times."

Banker explains the process to get ATM failed transaction refunds Kalu Uche is an operations manager in one of Nigeria's commercial banks. He has over 15 years of banking experience, rising from being a customer representative to a senior bank staffer.

Explaining the process of seeking refunds, Uche said:

"We hardly receive complaints from customers regarding ATMs failing to dispense cash despite their accounts being debited.

"Although ATMs can occasionally malfunction, such as cash getting stuck in the machine, the funds are almost immediately reversed. This is because at the bank, we always have ATM operators who will already be aware of the error and will promptly rectify it in the account.

"If an occasional slip-up occurs and there is no reversal, it is important that a customer complains immediately and also states clearly the exact time, date, and location of the malfunctioning ATM.

"Nevertheless, all transactions, whether successful or unsuccessful are recorded and the link bank accounts. Every day, an officer reviews all transactions along with the cash balance in the ATM safe.

"If there is a variance in cash balance due to failed transactions. On that basis claims are settled.

"When a customer, notifies the bank of the missing money, it will be investigated, and within 10 days, the claimed funds will be credited to the account, if true"