Consumer complaint received 2023-06-29
Company: CHARLES SCHWAB CORPORATION, THE
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Complaint regarding unresolved dispute with XXXX XXXX and XXXX XXXX I am writing to file a formal complaint regarding an unresolved dispute with XXXX XXXX and XXXX XXXX. I attempted to withdraw funds from a XXXX XXXX ATM located in XXXX XXXX on XX/XX/2023, using my XXXX XXXX debit card. Despite not receiving the dispensed cash, the amount was deducted from my account, and my attempts to rectify this issue have been unsuccessful. 

On XX/XX/2023, at XXXX XXXX, I initiated a withdrawal of XXXX Quetzales, equivalent to approximately {$250.00} USD, from the XXXX XXXX ATM while traveling in XXXX XXXX. I have the transaction number and ATM number associated with this transaction that I can provide. However, I did not collect the dispensed cash in time before the ATM timed me out and retracted the money before I had the chance to collect it. 

I immediately visited the XXXX branch of XXXX XXXX to report the issue. The bank representative provided me with a stamped and signed document that detailed the transaction information, including the transaction number, ATM location, and date/time of the attempted withdrawal. This document was specifically intended to support my claim and provide evidence to XXXX XXXX. 

On the same day, XX/XX/2023, I promptly contacted XXXX XXXX to file a dispute and explain the circumstances surrounding the failed withdrawal. Regrettably, approximately one week later, my dispute was denied by XXXX XXXX on the basis of the document provided by XXXX XXXX. XXXX XXXX 's decision appears to stem from a misunderstanding, as the document states that the cash was dispensed successfully from the machine. However, it fails to acknowledge that the cash was retracted before I could collect it. 

To clarify the situation further, I attempted to reach out to XXXX XXXX via email ( with XXXX XXXX dispute contact email cc 'd ) to request confirmation that the cash was not successfully taken from the ATM. Unfortunately, I have not received a response after waiting for several days. This lack of communication has exacerbated the problem and left me with limited options to resolve the issue independently as XXXX XXXX will not reopen my case unless I can provide new information or evidence. 

I firmly believe that I am entitled to the funds I did not receive during the withdrawal attempt. It is only fair that XXXX XXXX reopens my dispute case and conducts a thorough investigation to rectify this matter. The evidence I have provided, including the stamped and signed document from XXXX XXXX, supports my claim that the cash was not successfully dispensed. Further, security footage from the ATM as well as XXXX XXXX XXXX will show that the money was not collected from the attempted withdrawal. 

I kindly request your intervention and assistance in resolving this dispute. I seek your support in urging XXXX XXXX to reconsider my case and recognize the error that occurred during the ATM transaction. Additionally, I would appreciate any assistance you can provide in facilitating communication between XXXX XXXX and myself to obtain the necessary confirmation regarding the failed withdrawal. 

I can provide the stamped and signed document provided by XXXX XXXX and any correspondence I have had with XXXX XXXX. I am more than willing to provide any additional information or evidence th

at may be required to support the investigation. Thank you for your attention to this matter. I trust i
n the Consumer Financial Protection Bureau 's commitment to consumer protection, and I am hopeful that your intervention will lead to a fair and satisfactory resolution of this dispute.

Company response to consumer: Closed with explanation