ATM DISPUTE

Understanding ATM Disputes and How to Resolve Them

At The Alternative Bank, we are committed to ensuring a seamless experience when using our ATMs. However, there may be instances where issues arise during ATM transactions. This guide explains what ATM disputes are, common reasons they occur, and how to resolve them.

What is an ATM Dispute?

An ATM dispute arises when a customer experiences an issue during an ATM transaction. These disputes often involve discrepancies between the amount debited from the customer’s account and the cash dispensed by the ATM.

Common Reasons for ATM Disputes

1. Cash Not Dispensed

   • The ATM fails to dispense cash, but your account is debited.

2. Partial Dispensation

   • You request a specific amount, but the ATM dispenses less than requested, while the full amount is debited.

3. Duplicate Transaction

   • You perform one transaction, but your account is debited twice for the same amount.

4. Faulty ATM

   • The ATM malfunctions, leading to incorrect transactions.

5. Card Retention

   • The ATM retains your card unexpectedly, disrupting your transaction.

On-Us Disputes vs. Other Bank Disputes

1. On-Us Disputes

   • These occur when the transaction is performed at an ATM owned by Alternative(Sterling Bank).

   • The dispute is handled internally by our bank.

2. Other Bank Disputes (Third-Party Disputes)

   • These occur when the transaction is performed at an ATM owned by another bank.

   • Resolution involves collaboration between [Your Bank's Name] and the other bank, as the ATM transaction logs are owned by the other institutions

Steps to Raise an ATM Dispute

If you encounter an issue during an ATM transaction, follow these steps to resolve it:

1. Verify Your Account

   • Check your transaction history via your mobile banking app or account statement to confirm the discrepancy.

2. Contact Customer Support

   • Report the issue immediately by reaching out to our customer service through these channels:

     • Customer Care Hotline: 02017000555

     • Email: help@altbank.ng

     • Visit an Outlet: Speak to a Delight Officer  for in-person support.

3. Provide Necessary Details
   To facilitate prompt resolution, please share the following information:

   • Date and time of the transaction.

   • ATM location and terminal ID (if available).

   • Amount involved in the dispute.

   • Any error messages displayed during the transaction

For ATM Dispute on Us(Altbank):

Please send these details to help@altbank.ng

-Account Number

-Date

-Amount

-Branch

For ATM Dispute (other banks):

Please send these details to help@altbank.ng

-Account Number

-Date

-Amount

Alternative Bank