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.
An ATM dispense issue occurs when the amount of cash dispensed by an ATM does not match the amount deducted from your account.
Examples:
For this dispute type, you must raise your dispute within 120 calendar days from the transaction processing date.
You must follow all steps below before submitting a dispute with PTSB.
If you do not follow the below steps, we may not be able to assist you with raising a dispute.
Review your account statement to confirm the incorrect charge.
Examples of documentation you can gather to support your dispute:
If you have not completed step 1 and 2, we will not be able to assist you with your dispute.
There are three ways for you to raise a dispute:
Card Operations Team,
56-59 St. Stephens Green,
Dublin 2,
D02 H489
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.
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.
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.
