ATM Account Debited, Cash Not Dispensed

I love Automated Teller Machines (ATM) since they are really convenient and open 24/7. But what should we do if they malfunction?

The Incident

Last Thursday morning (September 6th) while I'm busy working, my Mom's insurance agent dropped by to collect the quarterly payment which is already due on the 9th of this month. My Mom was away so I was left to entertain the guest; and hey, the responsibility of paying the agent passed on to me as well! :)

The thing is, I didn't have enough cash at the moment so I asked him to wait while I went to the nearest ATM to withdraw additional cash. The one closest is in the PhilRice (Philippine Rice Research Institute). By the time I got there, there were only two people waiting in line. And by observing the last person before me, the ATM still seemed to be working. So my turn came, I entered my PIN, the amount I wish to withdraw from my account and rubbed my hands. It's usually very very quick and I'll be home in several minutes to continue working on the task my Boss Pogi gave me. I really want to finish it ahead of schedule so I can spend more time doing freelance work (or sleep) that day. I remember I even whistled a tune while waiting for the ATM to dispense my cash.

The machine whirred and I placed my hand at the dispenser, ready to collect the money I withdrawn. But another few seconds passed and it's still whirring like crazy. I was dumbfounded when the machine proceeded to print and issue my receipt without dispensing my money. What the heck? I looked at the receipt and it says my account was debited Php 6,000.00. BUT WHERE IS MY MONEY? Hey, the ATM asked if I wish to do another transaction. I selected YES and do a balance inquiry. To my dismay, the second receipt shows the amount was indeed debited. I decided to end the torment and pulled out my card. As soon as I touched the card the screen displayed "MACHINE UNAVAILABLE". It also displayed the hotline numbers 1-800-104-057-000 and (02) 405-7000. I tried to call both while still on the ATM location but was unsuccessful to speak with any bank representative.

What did I do?

I almost panicked. I went to the security guard manning the main gate and reported the incident. My ATM card was PNB (Philippine National Bank) issued and the ATM facility I tried to use was LandBank's. The guard suggested that I report and file a complaint at the LandBank branch servicing the machine which is located at, unfortunately for me, the Central Luzon State University (CLSU) which is a bit far from my place. I thanked the guard, went home, apologized to the insurance agent and promised to pay the amount due the next day. Embarrassing to have him come back the next day but I had no choice. I can withdraw money the same day but that would mean he'll have to wait longer. He said he'll just drop by the next morning.

So okay, insurance temporarily settled. But I also had a scheduled meeting with my Boss Pogi on the afternoon so I had to email him and asked to re-schedule. I just said I needed to go urgently and I'll email him again once I'm back home.

I went to the New Accounts Department of LandBank-CLSU and told the bank personnel what happened. I showed her the receipts which clearly shows the balance, but she had me do a balance inquiry again at the ATM outside. I relented, and gave her the third receipt. She then asked me to fill up a complaint form with my Name, ATM number, Account Number, Amount Not Dispensed and an incident report. She told me it would take up to ten (10) days for the amount to be restored since my ATM card was issued by another bank. She said I should just wait and check my account balance after 10 days. Okay, fine. I said my thanks, withdrew the money I need from their ATM outside and went home extremely disappointed and wondering why I've been very unlucky that day.

Consequences

Personal - I find it embarrassing to have a person come back again to collect payment from me. It's my Mom's insurance so I had no idea that it was already due.

Work - Uncomfortably re-scheduled a meeting. I feel bad having my Boss wait for another opportunity to discuss important work details with me. I also lost precious few hours that I can spend freelancing and earning additional money.

Finance - Spent Php 63.00 for ATM charges (Php 33.00) and PUV fare (Php 30.00 back and forth) that day. LandBank charges Php11.00 per withdrawal or balance inquiry (If ATM card was issued by another bank.) I also have to wait 10 days to get the money back to my account.

Anybody have similar experiences? What did you do and how long did it take for the money to be restored to your account? Share your stories!