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 documentation is received we will review and investigate this as part of the dispute process and will be in contact if any issues arise.
Once a dispute has been raised, PTSB will apply a temporary refund 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, 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.
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 positions.
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 to:
Card Operations Team,
56-59 St Stephens Green,
Dublin 2,
D02 H489
or drop this information into your local branch.
Alternatively, you can begin the pre-arbitration process by calling us on 0818 50 24 24 or +353 1 212 4298 (from abroad). Lines are open from 9am to 5pm Monday to Friday (excluding Bank Holidays).
You have 15 days from the date of the decline letter to raise a pre-arbitration request.
