Dashen Bank issue - Still charged for an ATM that did not dispense money!
Replies: 7 - Last Post: Feb 15, 2013 10:28 AM Last Post By: rprescot
Nov 15, 2012 10:58 AM
Dashen Bank issue - Still charged for an ATM that did not dispense money!Hello everyone,
Has anyone had any problems with Dashen Bank claiming you withdrew money when you did not?
I was in Harar several weeks ago and used the Dashen ATM. It went through the motions of providing the money (4000 birr) and the cash slot even opened before quickly shutting after providing no money. The machine then read “Transaction Cancelled” and the machine became out of order. I went inside and they assured me that the transaction cancelled message meant that nothing would be withdrawn on my card, and then they took out the money for me through their machines inside the bank.
So, I get back from Ethiopia the other day and check my Visa account and see that TWO withdraws for 4000 birr appear on my account for that one day in Harar (when I only actually took out money the one time inside the bank). So the ATM did in fact charge me for the 4000 birr even though it provided no money.
Has anyone else encountered this? Suggestions on remedying the situation? (who to contact, etc.). I am worried it is a lost cause!
Nov 15, 2012 7:45 PM
1First thing you do is call the number on the back of your card. I sure hope you didn't need to come here to get that advice. Make sure you're comfortable and relaxed, with food and drink within easy reach before you call. Take full names and direct phone numbers of anyone you talk to, always ask for specific times you'll hear back from them and/or when you'll receive written confirmation by email or letter, keep a log of all attempts and actual contacts, etc. etc. etc. This is all basic operating procedure.
I once didn't grab the money quickly enough at an ATM in Senegal--it got sucked back into the machine just as I reached for it. I asked inside the bank, filled out some forms, came back the next day and signed some more forms, whereupon they gave me the money. Sometimes everyone is as honest as the day is long and it all works out.....but I wouldn't have left the country without verifying my balance, as you did. I always save receipts, too--including the ones which say "Unable to perform function" or "transaction cancelled."
In any case, I'm suggesting you contact the bank directly as well. Try to get as far up the hierarchy as you possibly can, and try to mention people you've talked with about the issue, making them sound as important as possible: "I spoke at length with the Vice president in Charge of Consumer Complaints at the Mumbai office, who promised to help in any way possible" sounds more impressive than "I called the free number and talked with whoever picked up the phone."
In the end, it's just a couple of hundred dollars. How much did your ticket cost?
Hope that's helpful.
Nov 16, 2012 2:58 AM
2That is really unfortunate, I would definitely try to get it resolved. Maybe its because I've mostly been a volunteer overseas, but even if it was $50 I'd work to get it back. It's not right.
Dashen Bank has a web site - find their contacts through that. http://www.dashenbanksc.com/contactus/index.htm
Nov 16, 2012 9:26 PM
3Dear Valued Customers,
First of all thank you for using Dashen Bank Terminals while you were in Ethiopia, Dashen Bank is always helpful in supporting its customer as well as international customers/cardholders to be filled valuable as our Bank has the biggest network for international branded cards for Visa. MasterCard and UnionPay acceptance and, sorry for the unfortunate thing happened while you are using our ATMs in Harar, 600 km away from Addis Ababa.
Let us get your card masked using the below secured mail and I will investigate same. In the mean time you should also know at any time you can claim if things are genuine in the card world always there is a rule that govern issuer and acquirer and if the cardholder has got any issue and if he is away from acquiring bank as somebody stated in the suggestion you can call using the back of your card or compliant raised form and raises the issue with your issuing bank. Anyway let’s got the issue using the firstname.lastname@example.org mail by stating Dashen Payment Card Department and we will investigate same. However, since you are not in the country(Ethiopia) we will not credit you directly if found that the issue is genuine what you need to do is raise with your Bank the issue and there is a direct channel b/n issuing and acquiring Bank to maintain this kind of dispute therefore your should raise the issue via that channels.
Payment Card Department
Dashen Bank S.Co.
Nov 16, 2012 9:41 PM
Nov 17, 2012 4:44 AM
5I had something similar happen to me last year in Tanzania. I reported via e-mail to my home bank in Europe, they made a complaint via the banking system and I was reimboursed for the amount that was charged even though I did not receive the money from the ATM.
I think if you have a half decent bank service at home, then they should do the investigation for you and reimbourse you.
Nov 18, 2012 12:44 AM
6With regards to the letter above purported to be from Dashen Bank I suggest everyone be VERY cautious about handing over thier credit card number to a poster coming to this site offering an apology. Just use your heads. Banks DO NOT respond to customer complaints in online forums. This letter is extremely unusual and it should probably be deleted by Thorn Tree moderators unless it can be proven to be genuine. I smell a scam.
Feb 15, 2013 10:28 AM
7The exact thing happened to me in Harar on December 14. I'm belatedly working the issue now through my bank.
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