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NEVER GIVE CASH TO A CUSTOMER Unfortunately from time to time a customer may state they have not received all the cash they requested from your ATM. In order to protect both the cardholder and the merchant, the Federal Government has prepared a very specific procedure that must be followed. The steps are outlined below: 1. Never give cash to the customer. 2. Recommend the customer contact the financial institution that issued their ATM card to determine how much has been debited from their account. 3. If the customer is upset or has any questions, please direct them to call AmericaOne's toll-free number as displayed on the front of your ATM terminal. If they receive a recording they should leave their full name, the location of the ATM, and a telephone number where they can be reached the next business day. 4. Customers have up to 6 months to file an ATM dispute for transactions on their checking or savings account and/or up to 30 days to file a claim after they receive their credit card statement. Most financial institutions immediately reimburse their cardholder's account. However each customer should clarify with their bank when to expect a reimbursement. 5. Once a claim has been filed a debit for the amount of the dispute will be made against the bank account where your ATM deposits settle. We will notify you of the amount and provide instructions on what documents AmericaOne needs to investigate the claim. All claims must be investigated within 14 days of receipt. Remember….not
all disputes against your ATM are legitimate. As a matter of fact,
most are not. Your only defense is a prompt response to AmericaOne.
The journal tape is your key to a refund for any claims that are
not legitimate. Keep your journal tapes secure….and be prepared
to fax a copy of every disputed transaction upon our request.
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