Action ATM Banking Network

Action ATM Customer Service Department was closed on Friday Oct 7, due to an unforeseen circumstance The customer was called immediately on Saturday Oct 8, The transaction that occurred at the terminal did not dispense the funds that were requested Action ATM did recover all information from the customer needed to have the amount refunded back to the customer account

Initial Business Response /* (1000, 5, 2015/09/21) */
The customer is correctThe terminal that she used on Friday August 28, did malfunction while processing her transactionDuring the initial call our customer representative did inform the customer that her transaction will be posted
back into her account within an hourUnfortunately our customer representative did not give the correct informationThe customer representative was unable to send the credit back to her account because the processing department was closedImmediately the customer representative called the customer back to inform her that the money would not be posted back to her account during the time that was stated; then the customer representative gave the customer other options to have the funds returned back to the customerThe customer did acknowledge that she was very upset and could no longer discuss the dispute and said that she would give our company a call once she able to speak further about the disputeThe customer called back to our company on Tuesday September 1, to complete her disputeOur company sent her a refund of the amount that she requested from the terminal in addition to the surcharge amountFrom our records it is showing she received her credit on Friday September 11, Lastly, an apology was given to the customer for the inconvenience that this transaction caused her

The customer is correctShe did have an issue at one of our ATM terminalsOnce we received her dispute we submitted the $in addition to the surcharge fee back to the card that was used at the ATMIt is our procedure to submit the disputed customer transaction to the card that was used at
the ATMThe customer did make us aware that a refund would not be able to be posted back onto her account due to the type of card that was used at the terminalTherefore, a conference call was made by the customerThe conference called included her card issuer, the customer, and our companyAfter speaking with the card issuer they did notify the customer that she had to make a claim with their company; to have the disputed funds credited back to her accountThe card issuer further stated that it would take business days for their company to investigate the disputed transactionOnce the disputed transaction was processed the card issuer would have to credit the funds back to the customer accountOur company did everything in our procedures to refund the customer funds back to her accountDue to the type of card that the customer used at the terminal the card issuer had to undergo an investigation to have the funds credited back to the customer accountLastly, with the card issuer having a policy\procedure that was much different than a more commonly bank or credit union it took longer to have the funds credited back to the customer account than a disputed transaction

To Whom It May Concern:Action ATM did assist the manager of the location with this particulear transaction.  The manager did speak with a representative from Action ATM in regards to the transaction in question.  Once the technician service the unit, a receipt was printed from the...

terminal.  The receipt did show the customer requested $75 and $75 did dispense during the time of the transaction.  The manager of the location did report he would look at the security footage during the time of the transaction.  As of this date and time, Action ATM has not received any updated information from the manager.  Sincerely, [redacted]Accounts ManagerAction ATM Banking Center Network[redacted] (fax)

Action ATM Customer Service Department was closed on Friday Oct 7, 2016 due to an unforeseen circumstance.  The customer was called immediately on Saturday Oct 8, 2016.  The transaction that occurred at the terminal did not dispense the funds that were requested.  Action ATM did...

recover all information from the customer needed to have the amount refunded back to the customer account.