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ATM not dispensing requested cash is biggest consumer complaint

Cancun, Q.R. — ATM consumer complaints continue to rise with many saying they did not receive the amount of cash requested.

Nearly 40 percent of ATM complaints involve getting less cash-back then requested from the machine, even though the requested amount was debited from the account.

Juan Bosco García Galán, Southeast Regional Delegate of the National Commission for the Protection and Defense of Users of Financial Services (Condusef), says that these figures reflect only the first quarter of the year with more than 109,000 complaints.

“During the first quarter of 2017, a total of 109,665 user complaints were filed because the ATM was not dispensing the requested amount. Over the same period last year, the numbers show there were 78,530 complaints.”

But there is good news.

“If when you go to an ATM and you do not receive the requested amount, Condusef can guide you in case you do not receive the correct amount,” he says, explaining that to receive help you need to save your receipts to verify the operations on your statement and detect any anomaly.

“If the machine does not give you your money or gives you an incomplete amount, contact your financial institution and report it. They will give you a folio and tell you the amount of time you have to wait for the refund. In the event your financial institution does not comply, you can contact CONDUSEF,” he said.

Debit cards are the biggest problem with 67 percent failure rate at dispensing the proper amount of cash totaling 101,217 claims for an amount of 250 million peso. Cash from credit cards is the second most complained about with a 25 percent failure rate totaling 7,321 complaints and a claimed amount of of 21 million peso.

García Galán says that in the first quarter of this year, 273 million peso were claimed with 162 million peso being paid out.

He says to help avoid problems, “Withdraw the amount you need. Do not spend more than the account balance. Check that there are no foreign elements in the card reader slot. Cover the keyboard when entering your PIN. Do not accept help from strangers. Also, avoid visiting ATMs in dark and sparsely populated places but instead, use those located in bank branches of your issuing bank to avoid paying commissions.”

Banks with the most complaints against their cards include Bancomer, CitiBanamex and Banorte.

Condusef Playa del Carmen:

O: Plaza Papagayos Locale #7 – Ave. Juarez y 45 sur

P: (984) 8730784


Condusef Cancun: 

O: Av. Tulum No. 96 y 97, Esq. Calle Agua Mza 15

P: (998) 884 51 60