Unreceived Barclays ATM withdrawal from Revolut Card

emmo21

Hello,

I need some advice. A month ago (April 2nd) I made 3 consecutive withdrawals of £500 from my Revolut Business debit card at a Barclays ATM. The first withdrawal was successful. However, on the second withdrawal I did not receive any money, but a message on the screen that my request could not be fulfilled. I assumed that there were problems with the availability of banknotes in the machine, so I decided to try again. The third withdrawal also went through. Of course, my expectation was that the unrealized withdrawal would be canceled in minutes. I even waited 1 hour, after which I took the standard step of disputing the transaction in the Revolut app. I received assurance that a dispute had been opened with the merchant (Barclays), with the deadline for receiving a decision set at 29.05 (about two months after submitting the report). Yesterday I was surprised to see that the deadline had been changed to 25 June. It is quite worrying that a simple check of the availability at the ATM requires nearly three months. I am worried that the longer this dispute drags on, the more difficult it will be to verify and prove. Please advise me on what to do and what my chances are.

Thank you

CliveOfIndia

You've done the right thing by reporting it to your own bank in the first instance.  What should happen is that your bank will liaise with the ATM operator, who will check the audit logs that are recorded, and it should be fairly straightforward to reconcile.  It's not, however, a quick process.

emmo21 said:

It is quite worrying that a simple check of the availability at the ATM requires nearly three months. I am worried that the longer this dispute drags on, the more difficult it will be to verify and prove. Please advise me on what to do and what my chances are.

It's not a "quick check", it can be quite involved.  However, 3 months does sound a tad excessive.  In terms of proof, the machine's audit longs, together with a reconciliation of the money dispensed/remaining, should mean your dispute is resolved without any issue.  I'd give your bank a call and ask for an update on the status of the query.

retiredbanker1

If the ATM is part of the Link System then in my day they had to be balanced at least once per fortnight (I think this might be monthly now).
So waiting 3 months for this to be resolved is out of order.

emmo21

I get the refund. Thanks!