High street bank Halifax has issued a detailed explanation of its refund procedures after a customer was left £112 out of pocket following a failed cash machine transaction while abroad.
Customer Left Empty-Handed in Guatemala
The incident occurred on December 21, when a Halifax customer attempted to withdraw £112.15 from an ATM in Guatemala. The customer reported that the machine did not dispense any cash, but the full amount was still debited from their account.
Frustrated, the individual contacted Halifax via social media, sharing a screenshot of a 'Chip and PIN purchase' for the sum. "I haven't received the money from ATM," the customer stated, "But I have noticed that money has taken from my account. Could you please help me with getting my money back?"
Halifax's Official Response and Refund Policy
Halifax responded by apologising for the experience and clarified the official process for such disputes. The bank stated: "If the ATM didn’t dispense cash, but the amount was debited, the transaction should be reviewed and refunded once confirmed."
The bank advised the customer, and others in a similar situation, to message them securely 24/7 via the Halifax Banking app or Online Banking to initiate an investigation. The customer confirmed they would try this route again after initially seeking help through online banking.
How to Dispute a Transaction with Halifax
This case highlights a broader service offered by Halifax for customers who need to challenge a payment. Disputes can be raised not only for ATM errors but also for purchases where goods or services were not delivered, were unsatisfactory, or for ongoing subscription payments that should have been cancelled.
Customers can raise a dispute directly through the bank's website or via its mobile banking app. For issues requiring a phone call, Halifax provides specific contact numbers:
- For payments made outside the UK: Call 0345 982 5319 (UK) or +44 141 301 1060 (from outside the UK). Lines are open 8.30am to 5.15pm, Monday to Friday, excluding bank holidays.
- For help with domestic payments within the UK: Call 0330 221 8515 (UK) or +44 113 242 1984 (from outside the UK). This line operates from 8am to 6pm, seven days a week, but is closed on bank holidays.
This incident serves as a reminder for all banking customers to check their statements promptly, especially after using ATMs abroad, and to know their rights to a transaction refund when technology fails.
