Stay Calm When Experiencing ATM Issues: Here’s What to Do

Encountering issues when using an ATM is common and can happen to anyone. A recent incident went viral on social media involving a customer who damaged an ATM after failing to receive cash following a withdrawal attempt.

While frustration in such situations is understandable, this incident highlights an important reminder: momentary emotions should never lead to damaging public facilities, especially critical infrastructure like ATMs, which play a vital role in everyday transactions.

Instead, it’s crucial to remain calm and follow proper procedures. This approach ensures your transaction problems are resolved swiftly and effectively without further complications. Here’s how to handle ATM disruptions appropriately:

Common Causes of ATM Transaction Issues

Problems such as swallowed cards or unsuccessful cash withdrawals typically result from technical difficulties like network disruptions, malfunctioning cash dispensers, or unstable electrical or system conditions.

Usually, such transactions are recorded in the banking system, and funds are automatically returned within a few business days. If the funds aren’t returned automatically, you should officially report the issue to the relevant bank to initiate the refund process. Staying calm and following appropriate steps is essential.

Legal Risks of Vandalism

Vandalism—physically or visually damaging public facilities like ATMs—disrupts services and negatively impacts other users. Such actions are criminal offenses subject to legal penalties.

Under Indonesian law, acts of vandalism are regulated by Articles 406 to 412 of the old Criminal Code (KUHP), concerning property damage, and Article 521 of Law No. 1 of 2023 (the new Criminal Code) addressing property destruction. Offenders can face imprisonment for up to 2 years and 6 months or a maximum fine of IDR 200 million.

Apart from legal consequences, ATM vandalism creates operational losses for banks and restricts community access to essential financial services, particularly in areas with limited banking infrastructure.

Steps to Follow During ATM Issues

If cash is not dispensed from an ATM, but your account balance shows a deduction, panic can naturally arise. Nevertheless, it is crucial to remain calm and handle the situation according to official procedures:

1. Remain Calm and Avoid Damaging the ATM

Emotional reactions, like hitting or prying open the machine, won’t resolve your issue and could exacerbate the situation. ATMs are vital national payment infrastructure, and damaging them is illegal.

2. Keep Proof of Transaction

If available, retain the printed transaction receipt. If a receipt isn't provided, promptly capture a screenshot of your account transaction history through mobile banking or another ATM. This proof is vital for the bank’s investigation.

3. Record Important Details

Note the specific details of the incident clearly, including ATM location and address, date and time of the transaction, ATM machine code (usually displayed on the ATM body or screen), and withdrawal amount. These details will expedite the bank’s investigation.

4. Report to the Bank Immediately

Contact the bank’s customer service or call center promptly. Reports can typically be filed via the official call center, banking app, website, or at the nearest branch. The bank will then verify and investigate based on your report.

5. Monitor the Refund Process

After receiving your report, the bank will initiate the reversal process according to their policies. Typically, funds are returned within a maximum of 14 business days, depending on the investigation outcome and bank regulations.

By following official procedures and maintaining calmness, customers can protect their rights without causing additional harm. The Indonesian banking sector is committed to delivering secure and reliable services, and public cooperation in safeguarding shared facilities is integral to this ecosystem.

ATMs are critical infrastructure requiring collective care. Every individual plays a part in ensuring smooth, secure access to digital financial services. By acting responsibly and adhering to set procedures, you help create an inclusive, secure, and sustainable financial environment.