ATM Cash Not Received Complaint Process: Step-by-Step Legal Guide

ATM cash not received complaint process is something every bank customer should know. Many times, people face a situation where the ATM shows “Transaction Successful” but cash does not come out, or the machine shuts down midway. In such cases, money is often deducted from the bank account, which creates panic. The good news is that this issue is common, and there is a clear, legal process to get your money back.

This article explains the ATM cash not received complaint process in simple language, step by step, so you can act quickly and correctly.

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What Does “ATM Cash Not Received” Mean?

ATM cash not received means:

• Amount is debited from your bank account

• But cash does not come out of the ATM

This can happen due to:

• Network failure

• Power cut

• Cash tray empty

• Machine error or technical fault

Banks already have systems to detect such failed transactions, so your money is usually safe.

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First Thing to Do After ATM Cash Not Received

Do not panic. Follow these steps immediately:

1. Check your bank SMS or app

   • Confirm whether the amount is debited or pending.

2. Note down transaction details

   • Date and time

   • ATM location

   • Amount

   • Transaction ID / reference number

These details are important for the ATM cash not received complaint process.

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Step 1: Contact Your Bank (Within 24 Hours)

The first and most important step is to inform your bank.

Ways to contact:

• Bank customer care number

• Bank mobile app

• Internet banking

• Visit nearest branch

Tell them clearly:

“ATM cash not received but amount debited.”

Most banks register the complaint instantly and provide a complaint or reference number.

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Step 2: Register ATM Cash Not Received Complaint Online

Almost all banks allow online complaints.

Common methods:

• Bank website → ATM/Debit Card complaints

• Bank mobile app → Support / Help section

• Email to official bank support email

You will need:

• Account number

• ATM card number (last 4 digits)

• Transaction ID

• ATM location

Once submitted, you will get an acknowledgment.

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Step 3: RBI Rules You Must Know (Very Important)

According to RBI guidelines:

• Banks must resolve ATM cash not received complaints within 7 working days

• If the bank fails, ₹100 per day penalty is payable to the customer

• The penalty is credited automatically

This rule protects customers and makes the ATM cash not received complaint process fair and transparent.

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Step 4: How Long Does Refund Take?

Usually:

• 2–5 working days for same-bank ATM

• 5–7 working days for other-bank ATM

In most cases, you do not need to submit any form physically. The amount is credited automatically after verification.

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Step 5: If Money Is Not Refunded – What to Do?

If your money is not credited even after 7 working days:

Option 1: Visit Bank Branch

• Carry ATM slip (if available)

• Carry ID proof

• Show complaint reference number

Option 2: Escalate Complaint

• Ask for complaint escalation to higher authority

• Write an email to the bank’s grievance cell

Option 3: File Complaint with RBI

You can complain on RBI’s CMS (Complaint Management System).

Required details:

• Bank name

• Complaint number

• Date of transaction

• Problem description

This step is legal and effective.

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ATM Cash Not Received but SMS Says “Successful”

This is the most common confusion.

Why it happens:

• ATM server marks transaction successful

• Cash tray fails to dispense money

Banks later reconcile ATM data and detect mismatch. That is why refunds are usually automatic if complaint is registered.

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ATM Slip Not Generated – Can You Still Complain?

Yes. ATM slip is not compulsory.

You can complain using:

• SMS alert

• Bank statement

• Mobile app transaction history

The ATM cash not received complaint process does not require physical proof in most cases.

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Common Mistakes to Avoid

• Waiting too long to complain

• Not noting transaction ID

• Complaining to the ATM-owning bank instead of your own bank

• Filing multiple complaints for the same transaction

Always complain to your account-holding bank first.

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Avoid ATM Cash Issues in Future

• Prefer ATMs inside bank branches

• Avoid transactions during server downtime

• Wait for confirmation message before leaving

• Do not attempt repeated withdrawals if ATM behaves abnormally

These small precautions reduce risk.

The ATM cash not received complaint process is simple, legal, and customer-friendly. RBI rules ensure that your money is protected, and banks are required to resolve such issues within a fixed time. The key is to act quickly, register the complaint properly, and keep your transaction details safe.

In most cases, you will receive your refund without visiting the bank even once.