My Payoneer card charged but ATM didn’t dispense cash at Muslim Commercial Bank (MCB) Pakistan

Part 1: About the incident (You might be asked by Payoneer)

Part 2: What to do in order to get the payment reversed to Payoneer? (scroll down to read)

This is a worst painful situation one can face when trying to withdraw the cash and see the ATM machine stuck and failure to throw the cash out but when see the Payoneer account, The payment is deducted from Payoneer Card. This is not usually as problematic issue as it is in Pakistan. Honestly, it is a horrible situation just because of the worst behavior and dealing from the bank staff. Yeah, you can say not every body do that, but truly I have to say that because I personally faced the same situation second time and got the same results.

Part-1: Resolved Case Review 2014

Case Study 2014: The ATM didn’t dispense cash but the Payoneer deducted from account balance.

I came across the same issue. 1st time it happened to me in May 2014 when my Payoneer card was charged but the ATM didn’t dispense the cash. I contacted to the branch and they said your payment would be reversed / refunded within 48 hours but after a long wait no payment was refunded. The MCB bank where I used the card is not supportive and just try to put the things off again n again.

After being disappointed, I contacted to Payoneer and they sent “Dispute form” from the “Payoneer Chargeback Department” to provide the detail of the incident. Finally I launched the dispute and then within a 48 hours I got my money back in my account. Cool ! Thanks to Payoneer 🙂

I want to quote here the worst efficiency level of MCB (Muslim Commercial Bank). I tried to talk to them for the issue because when I contacted Payoneer they asked me to first contact the local Branch. I terribly faced the behavior of the bank staff. They forced me to contact MCB head office for this transaction. I launched a complaint at their website and got not replies for a long time.

Payoneer resolved the case: The ATM didn’t dispense cash

 I wrote the complete “story” about what exactly was happened, I wrote and sent to Payoneer along with the dispute form. It took around a month and Payoneer refunded my payment right after 48 hours of the form submission. But surprisingly, the same day I received a call from MCB Head office and they asked me “Hello, we have received your complaint # so and so and analyzing it and will get back to you as soon as the problem is resolved”.

That was the laziest, craziest and foolish response I received after 20 plus days from “our Pakistani bank”. I was very angry but I did control my self and replied to the person who called,

Mr. Thank you for your “Help” but I got the money back through Payoneer and you still pretending to analyze the case? is it your international standard services that you used as a slogan in your advertisement around?

Amazingly, The person was not aware of anything. Even not aware of my payment refund by Payoneer.  I told him the date I launched the dispute on MCB website it was before 20 days, I never received any message against that application and after 20 days they called me just for saying ” We are analyzing the case”. What kind of services they provide, you can imagine. but any ways, the Payoneer is the most active and caring towards the payment issue and it should be like that to maintain the International standards of online banking.

part-2: How to get the payment reversed?

Payoneer Chargeback process through “Dispute Form”: How to get refund?

Here is the proven way to get your charged payment reversed to your Payoneer Account without any problem so you don’t need to be afraid. All you need to do is if something happens while you are trying to withdraw the cash from ATM and for any reason, The ATM didn’t dispense cash: 

Very Important Tips to use while facing ATM issue: 

1. Don’t leave the ATM chamber immediately: Because sometimes the cash comes out of the machine slower than the normal speed or sometime stuck at the center of the cash slot so if you left the chamber before the confirmation, Someone else might enjoy on your cash. 🙁
2. Inform the Bank: All you need to do is, see if there are other people waiting to use the ATM after you, Tell them that something is wrong with your transaction so please wait while you get the bank staff noticed and checked the ATM.
3. Wait 48 hours before contacting Payoneer: Of course, You should first talk to the bank about the mishap, Just as a formality because Payoneer ask in “Chargeback dispute form” that have you contact to the local bank before reaching them? So you can say “Yes, of course I did”.
4. Contact Payoneer after the time is expired: Once you see there is no result even 48 hours passed, then don’t waist any more time and instantly jump to Payoneer Help and support page .
5. Launch a dispute at Payoneer: Once you are at Payoneer support page, Click on the folder icon named “Using the Card” under SEARCH BY TOPIC column.
   Then see at the right 2nd column and click on the 2nd option “File a Dispute“.
   In the 3rd column a link at #3 “How Do I File a Dispute for an ATM That Charged Me but Didn’t Dispense Cash?
   You will be taken to the page where you could see the following:
6. “How do I file a dispute for an ATM that charged me but didn’t dispense cash?

   The fastest way of resolving ATM transaction issues is by contacting the bank or the ATM operator. Please contact them as a first step.

   If the bank or the ATM owner advises you to contact Payoneer, please Contact Us for further assistance.”

    

What is the best way to contact Payoneer for confirm response?

• Payoneer gives you 5 options to contact: Let’s analyze what is the best way to get the most helpful response.
  5th optoin – Report lost or stolen card:  Don’t need to go for it because your Payoneer card is not stolen.
  4th option – Community: Not helpful as there are the people with the same issue. usually no results found easily.
  3rd opton – Call us: You can call Payoneer for the issue you have but honestly, In my opinion the call may be received and replied quickly but the end of the day result would be just like “Please visit support and download the dispute form and submit with details”. so the call would be a waist (this is my opinion and someone may have different experience on it)
  2nd option – Live Chat: Again I say, You may have the same response as above, You may get to the support person and tell the issue after a long wait if other people are in the Que. The person first asks your security questions, then checks the account details so that takes a little bit longer as well.
  But in the end, The support person ends up with “Ok Sir, I have sent a Ticket request for this issue to the relevant department and you will get an email reply very shortly with the instructions along with a “Dispute Form”. 🙂 (Don’t take my words, You can check it out.)
• 1st and the last option – Send Message: Well, I have reasons to avoid all 4 options including Phone Call and Live Chat so the only option remains is, Send message through the form available.

Just select :

• Language: Whatever language you prefer
  Program Partner: If your Payoneer card is linked to any freelance marketplace as program partner, select the name from the list. (Elance affiliated Card holder may select “Upwork” from the list since Elance is no more available and moved to Upwork)
• Country: Select your country where your card was shipped.
• Topic: Again click at “Using the Card” option, then click on “File a Dispute” and then click on “The ATM didn’t dispense cash”.
• Comment section: You can write the following as a “First information report”.Hi, The Payoneer debited the payment but the ATM didn’t dispense cash so I need you to reverse the payment to my account. Thanks

Don’t write long story because this is enough to have an “Automated” response from Payoneer along with the “Dispute Form” from “Chargeback Department” where you can write the detail about what happened while you tried to withdraw the cash.

Payoneer Chargeback department’s Dispute Form: How to Fill ?

Once you sent the message, You should receive instantly automated reply from Payoneer with the dispute form link to download.
Note: According to the 2nd requirement, “The form must be filled out in handwriting and manually signed by the cardholder“, You must have to download the form that consists of “3 pages“.

1. Dispute Instructions:
2. Cardholder Statement of Disputed Item
3. Disputed Transaction(s) details

Once you downloaded the forms, Print them and the fill in your own “Hand writing”.

Step-1

i) Login to your Payoneer account, Select the Transaction you have a dispute for, and click that transaction to see a pop-up with the transaction details. (see attached picture)

ii) Select “Snipping Tool” from your windows Accessories option in order to “capture” a snapshot of your screen clearly showing your name, Last 4 digits of your Payoneer card and the pop-up with the transaction info. Create a snapshot so that you can fill the dispute form using your transaction detail, date, time, amount and other required information. see the Payoneer account statement image below

iii) Also, you could submit the above image as a document of proof.

iv) Now see the Dispute form Instructions first and follow to complete the dispute form. see the image below of “Payoneer Cardholder Statement” and fill the form like that.

v) See the 3rd form that is to tell Payoneer the Card #, Name, Transaction # and Merchant ID with the day and date of the transaction. see Payoneer card transaction image below:

Step-2

Uploading the documents.

Once you filled the forms, check two three times if there is anything left at your end.

• Confirm Payoneer Card Number
  Transaction ID
  Merchant ID
  Date of transaction
  Amount involved in the dispute
  Cardholder name and Signature
  The statement you written about the incident.

Once everything is checked and confirmed, just scan the filled dispute forms and save as “jpeg” format preferably or “png” if you like and then either make a “Zip” file or “upload” one by one. To upload the documents, go to the email that you received from Payoneer support and reply with the attached documents or directly go to the payoneer help center and open your reference link (Ticket) then submit these documents to Payoneer.

I’m sure Payoneer will quickly reverse the payment to the cardholder’s account within 48 hours. Good luck !