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ATM dispense issues

If you've experienced a problem withdrawing cash from an ATM such as not receiving the money you requested, or receiving the incorrect amount, follow the below steps to resolve the issue.

What you need to know

An ATM dispense issue occurs when the amount of cash dispensed by an ATM does not match the amount deducted from your account. 

Examples of ATM dispense issues:

  • You didn't receive any cash, but your account was charged.
  • You requested €100, but only €50 was dispensed.

 

 

Timeframes

  • You must wait 15 calendar days from the date of the transaction.
  • You must raise your dispute no later than 120 calendar days from the transaction processing date.

 

Important information
  • Before you raise a dispute with PTSB, please ensure that you have not been refunded directly by the ATM Vendor. If your ATM dispute is for a PTSB ATM, you must reach out to the branch directly.
  • Fluctuation in rates may occur when the transaction is made in a different currency. This means that there might be differences on the disputed amount and the transaction amount which will be reflected in your temporary refund.
  • If you raise 3 or more disputes with the same merchant, you must provide signed written confirmation to continue with your request. This signed letter can be uploaded with other required documents when submitting the third dispute.

 

How to raise a dispute

To help us support you effectively, please follow the steps below before submitting a dispute. If these steps aren’t completed, we may not be able to proceed with your dispute.

 

Step 1: Check your account

Review your account statement to confirm that you have not since been refunded directly.

 

Step 2: Gather required documents 

Examples of documentation you can gather to support your dispute:

  1. ATM Transaction Receipt: If available, include the printed receipt from the ATM. 
 
Step 3: Submit your dispute
  1. Review all guidance on this page to ensure you select the correct dispute type. 
  2. Confirm the exact transaction date, time, amount and merchant name in your transaction history (you can use Open24 Online Banking or the PTSB app to view your transactions). 
  3. Complete the online dispute form. You will need: 
    • Your contact details. 
    • Transaction details. 
    • Description of the issue. 
    • Supporting documentation which you can upload via the document uploader at the end of the online form.

 

Complete dispute form 

 

Important information

All disputes should be raised through the online form.

If you are having any difficulties completing the form, please call us on 0818 50 24 24 or +353 1 212 4298 (from abroad). Lines are open from 9am to 5pm Monday to Friday (excluding public holidays), and 10pm to 2pm Saturday and Sunday.

If you cannot use the online document uploader, documents can be dropped into your nearest branch. 

 

What happens next?

  • Once you submit a dispute, our team will review your claim and may contact you for further information.
  • You’ll receive confirmation once your dispute has been logged, plus updates as it progresses.
  • You will receive a temporary refund to your account.

 

What is a temporary refund?

Once a dispute has been raised, PTSB will apply a temporary refund of the disputed amount back into your account while the dispute is being investigated. If the dispute is successful, the credit will remain in your account.

 

What if my dispute is unsuccessful?

Should the dispute be unsuccessful within the 30-day timeframe, PTSB will reverse the temporary refund. We will write to you providing the details of why the case was declined and steps you might want to take to appeal the decision, if applicable.

 

How do I appeal an unsuccessful result?

Should you wish to appeal this decision, the next stage of the Visa Dispute process is pre-arbitration, which allows you, the cardholder, the chance to put forward any additional evidence or arguments to support your case.

Should you wish to continue this dispute, please gather any supporting documentation and submit these along with a detailed reason for why you would like to continue the dispute as provided in the decline letter.

 

You have 15 days from the date of the decline letter to raise a pre-arbitration request. If you are including supporting documentation, please ensure the correct reference number is provided or we may not be able to proceed with your request.

Should you identify a transaction on your statement that you have not authorised and which you suspect to be fraud, call our Fraud Department on +353 (1) 669 5851. Lines are open 24 hours a day, 7 days a week.

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