ManxMan Posted March 3, 2019 Report Share Posted March 3, 2019 I went to the HSBC ATM Saturday (across from Wal-Mart) and discovered it was out of money. I canceled my transaction and left with no receipt and no money. Today I see that my US bank has been charged for the withdrawal that didn't happen ($5,000MX)! Anyone have experience on how to deal with this? I'm going in to HSBC tomorrow with a translator. I thought I had seen a thread on this but haven't been able to locate it. Thanks in advance! Quote Link to comment Share on other sites More sharing options...
FlyFree Posted March 3, 2019 Report Share Posted March 3, 2019 You need to contact your own bank. That is also what HSBC will tell you. 1 Quote Link to comment Share on other sites More sharing options...
cedros Posted March 3, 2019 Report Share Posted March 3, 2019 Yes, contact your bank. 1 Quote Link to comment Share on other sites More sharing options...
Carolina Posted March 3, 2019 Report Share Posted March 3, 2019 The same thing happened to a friend less than a week ago at the CI Banco atm in Centro Laguna. He contacted the US bank of the card he used in the atm, Fidelity Bank, and his acct was credited within 24 hours. I agree with the others that this is what you need to do. The company responsible for the atm machine is probably not the HSBC Bank. Quote Link to comment Share on other sites More sharing options...
Tiny Posted March 3, 2019 Report Share Posted March 3, 2019 Contact your bank. Quote Link to comment Share on other sites More sharing options...
Jreboll Posted March 3, 2019 Report Share Posted March 3, 2019 Same thing happened to me a few months ago. I contacted my bank, they e-mailed me a form, I filled it out and e-mailed it back and my account was credited with exact amount. Quote Link to comment Share on other sites More sharing options...
RVGRINGO Posted March 3, 2019 Report Share Posted March 3, 2019 When that happens, it is wise to note the time of the 'transaction' and identify the ATM machine location accurately. Then, contact your bank ASAP. Quote Link to comment Share on other sites More sharing options...
bontepar Posted March 4, 2019 Report Share Posted March 4, 2019 Same here, just one addition, if your bank will not reimburse you, at first On 2/26/2019 at 8:24 PM, Lily H said: Would any of the long time lakeside residents or newcomers help with some genral insurance questions? I'd appreciate it very much! 1) Do you guess at least half of lakeside expats get homeowners insurance? 2) Do you buy “All Risks” comprehensive coverage or “Named Perils” sort of partial coverage? 3) Do you have “All Risks” without coinsurance or “Named Perils” with coinsurance? 4) What's the annual premium like? 5) Would you share your positive claim experience? I'm more interested in claims with Jesús Tejeda Mejorada or Bellon. appeal it 1 Quote Link to comment Share on other sites More sharing options...
bontepar Posted March 4, 2019 Report Share Posted March 4, 2019 Same here, just one addition, if your bank will not reimburse you, at first appeal it 1 Quote Link to comment Share on other sites More sharing options...
Tiny Posted March 4, 2019 Report Share Posted March 4, 2019 Appeal it. Quote Link to comment Share on other sites More sharing options...
Glyn Posted March 4, 2019 Report Share Posted March 4, 2019 This happened to me at HSBC bank. I took a translator with me to the bank, they told me they could do nothing and to contact my bank , which I did. It took two weeks for them to refund the money back into my account. Quote Link to comment Share on other sites More sharing options...
cedros Posted March 4, 2019 Report Share Posted March 4, 2019 It can take months to get your refund. Patience Quote Link to comment Share on other sites More sharing options...
ManxMan Posted March 5, 2019 Author Report Share Posted March 5, 2019 Thanks all. My NOB bank emailed me a form which I've returned. Hopefully will be completed soon. Quote Link to comment Share on other sites More sharing options...
cedros Posted August 3, 2019 Report Share Posted August 3, 2019 The only choice is contact your bank. Hopefully you remember the time and location when it happened. Your bank will reimburse you but it may take a month or so. 2 Quote Link to comment Share on other sites More sharing options...
geeser Posted August 4, 2019 Report Share Posted August 4, 2019 On 3/3/2019 at 3:53 PM, ManxMan said: I went to the HSBC ATM Saturday (across from Wal-Mart) and discovered it was out of money. I canceled my transaction and left with no receipt and no money. Today I see that my US bank has been charged for the withdrawal that didn't happen ($5,000MX)! Anyone have experience on how to deal with this? I'm going in to HSBC tomorrow with a translator. I thought I had seen a thread on this but haven't been able to locate it. Thanks in advance! Ask HSBC for a copy of the video or to view it with the manager for your correct time frame. This will probably get a laugh and an admission that they really don't have a working camera. If he views it have him call your bank as well. Years ago Bancomer short changed us with a couple of $100 taking the place of $500s in the stack. We got the correct 10 bills but two of them were too small. This is how the ATM loader guys make extra change. Happened on a Saturday we were there on Monday morning on opening. They told us they would look into it but to contact our bank. By Friday they asked us to come back in and counted out the missing 800 pesos. This was in west Guadalajara. Quote Link to comment Share on other sites More sharing options...
John Shrall Posted August 4, 2019 Report Share Posted August 4, 2019 Confirming the initial response, the resolution starts with your US bank. ATM transactions are designed to post on authorization meaning the request for funds goes from the ATM to your bank. If approved your bank debits your account and gives the ATM the green light to dispense cash. If the ATM is unable to perform that task it is supposed to send a reversal to your bank to put the money back. If the ATM never got the green light or the reversal didn't make it you are charged while getting no cash. The ATM is out of balance at this point and with the receipt number from the transaction your bank can reconcile with HSBC that this transaction caused the outage. Normally the US bank will credit the amount provisionally while the two parties reconcile but not always. After thirty years writing banking software for ATM processing I'm still amazed it works so well knowing the behind the scenes complexity. This problem isn't that complex and can usually be resolved easily. Quote Link to comment Share on other sites More sharing options...
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