What To Do If Your ATM Gets Hacked

What To Do If Your ATM Gets Hacked - Some helpful tips on how to avoid getting your ATM card hacked. And if your ATM does get hacked, some tips on how to act and minimize the damage.
One Sunday, I was randomly checking my payroll account. I had already set aside money for my bills and investments a few days earlier (on the date of the salary payout). What was left was just my weekly "allowance."

So I immediately noticed that 500 pesos was missing, leaving only a little over 200 pesos in the account. I tried remembering if I had withdrawn that amount, but my wallet confirmed I did not.

So I snooped around, and sure enough a withdrawal of 500 pesos was made at around 11:00pm the previous night - while I was sound asleep. To make it worse, it had incurred charges for balance inquiry (2 pesos) and withdrawal (11 pesos) - alerting me that it was not withdrawn from the same bank as the account - one of my pet peeves.

All in all it didn't end too badly for me.  But that might not always be true for everyone. So I thought it might be a good idea to do a post on how to prevent the same thing from happening to you - or to get you through it if you aren't so lucky.

Preventive
What To Do If Your ATM Gets Hacked - Some helpful tips on how to avoid getting your ATM card hacked. And if your ATM does get hacked, some tips on how to act and minimize the damage.
Looks like the coast is clear.

Keep your ATM in a safe place. It's either with you or locked away somewhere only you can access. Never leave it out in the open and away from you.

Never share your PIN. Especially don't blurt it out in the open where anyone can hear - even when in your own home, with only family members around. Not that you don't trust them, but so you can immediately eliminate them from suspicion and you don't have to worry about passers-by or hangers-on maybe having heard it.

Be discriminating in the ATM you use. Use ATMs in a well lit area, preferably beside a bank, with nothing suspicious on the machine itself, and keep your hand covered when entering your PIN. However, anything on the machine will be very hard to spot and will be innocent  looking - after all, they're also meant to fool the guards and technicians that service dozens and maybe hundreds of ATMs. So really look carefully, and don't be shy about tapping and/or pulling a little on the keypad, ATM slot, and cash dispenser - the usual problem areas.

Don't put or leave all your money in one account. Think of it as practical diversification. This is a good case where the electronic envelope system can come in handy.

Make it a habit to monitor your accounts. It won't prevent you from getting hacked, but it'll keep the damage to a minimum.

But if your account does get hacked...

After the fact:

What To Do:
  • Call you bank's hotline. Have the card blocked immediately.
  • Go to you branch asap. Report the incident and get a replacement card.
  • The matter will be investigated, and they will just inform you. Nothing else to do but wait.

That first visit might not be very satisfying, but it will at least provide some security.


What to expect:

You account is still active. You can make transactions online, it can receive money, you can withdraw over the counter. You just can't use the ATM.

It could take about an hour all-in-all. Depending on the bank rep's skills/familiarity with the process, the number of customers, etc.
(Note: Watch out for this specific case: Your ATM card was deactivated or rendered unusable around the time the unauthorized withdrawal was made - without you making such a request. Most banks have a control mechanism where issuing and activating a new ATM card to replace an old one automatically disables the latter. If your atm card was deactivated without a request from you, then it's possible a new card was issued and then used for the withdrawal - and yes, that means it was an inside job. Thanks to Seph Romana for this golden nugget of an info.)


The bank rep will be clueless. Even after using their official term of unathorized withdrawal, she couldn't understand what I meant so I had to state it plainly "someone withdrew from my atm and it wasn't me" at which point she seemed to understand and say "Ah may unauthorized withdrawal". As always, don't let bank reps' cluelessness get in the way of doing the right thing.

Your money will get back to you - eventually. So unless you actually made the withdrawal and just forgot about it, your money will be reimbursed. However, it's probably going to take a while. (Update: PDIC insurance only covers losses from bank closures ordered by the monetary board; hacking and robberies are not covered. However, it's standard procedure for the bank to re-imburse you, especially if you were not at fault. If they refuse to provide a complete refund, you may raise a complaint with BSP as they are the regulators of banks.)

The bank rep will blurt out cookie cutter warnings of how to be careful. In most cases it may not be directly applicable to you. However, even if none of what they say is helpful or relevant, try not to lose your patience. They're paid, trained and expected to say this; so just keep your cool.

Also, keep in mind what they said. It might not be helpful now, but it can help prevent future incidents.

The replacement card should be free of charge. Just in case, bring 100 - 150 pesos  for the replacement card fee, but in this situation it is most likely free of charge.


What to ask:

While you're there, you may as well get the most out of your visit (since you're probably taking time out of work for this) and get a good feel for your situation.

Can you tell me where the unauthorized withdrawal was made? You can tell when yourself, if you have an online account. Where is something only they can tell. (And they really can; mine was in Cubao - a place I have been to only a handful of times in my life, and never in the past few years.) It's not very material, but it can eliminate the possibility that the withdrawal was made by someone with access to your personal belongings.


Which bank's ATM was it withdrawn from? Ok, this one is just for kicks. Which bank won't really matter much. 

What are the next steps? The intent of this post is to answer just that. But this question isn't for your information (though it could definitely help), it's to trigger them and get them going like a well-oiled machine. Although it's been on the news, it's not something that occurs regularly. So bank reps probably don't know how to act either. Making them answer this questions gets them on the right track quickly.

When can I get my card? Typically right then and there, but it's best to keep them on their toes.

When will you get back to me? Again, just to keep them on their toes. To be honest, they won't really know either, unless you're lucky enough to deal with an officer-level bank rep who's been through it a few times before.

Is there a video and can I see it? Most ATMs, especially within Metro Manila, are equipped with security cameras. If they can show footage on national TV, why can't they show you footage of your own account getting robbed? However the most likely answer is you can't.

I asked and she said it would depend on the ebanking/e-online/e-soft-murmur but most likely it would just be them and I would just be informed.

Interesting side note: I asked the bank rep, since ATM's typically have cameras, would I be able to see the footage. She was bewildered and asked what camera was that? And then she had that aha moment "ah yung CCTV." So yeah, apparently CCTVs are not cameras. 

Hopefully though, you'll never need any of these advice.

Update:

Exactly 18 calendar days after the incident (and 17 calendar days after reporting to the branch; since it was stolen on a Sunday), the bank e-mailed our company to inform me that I would already be able to have the stolen amount credited to my account. The next day I went there to sign some documents, and it was credited there and then.

Notes:
  • How long before it gets credited to you may depend on how early you report it, but rumor has it, may also depend on the amount. I'm not sure why, though I imagine 30,000 (the max atm withdrawal per day of my bank) would be harder to disburse than 500. But then, that shouldn't really make a difference.
  • Bring some valid IDs. You'll be asked for them. 
  • You'll be asked to fill-up and sign quit-claim forms (3 copies, in my case). I figure that's standard legalese. 
  • Unless you got to the bank at closing time, you should be able to get it credited that same day. (I think it could still be credited immediately even if you arrive at closing time; just set your expectations low.)
  • If you incurred debt because of this, then obviously you should use the money you get to pay off the loan asap.
  • You should not have incurred debt, though. That's what an emergency fund is for. In this case, immediately return the money to your emergency fund. As if nothing happened; it's not money for celebration:)


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photo credit: Toby Simkin via photopin cc

49 comments:

  1. Did you lose your ATM? How did that evil person access your ATM account?

    ReplyDelete
    Replies
    1. Nope, my ATM card was in my wallet the whole time.

      The only way (so this must have been how) is they had something on the atm I used. Coincidentally, a few office mates of mine were victimized as well. Plus, when I was at Metrbobank, there was another guy in the same boat as me. He was from a different company but in the same vicinity as ours'... so i'm pretty sure one of the atms near us was "compromised".

      I still use it though. I have no way to know which one is bad, and it's unlikely that they all are. So I just fund the atm when I need to withdraw. I'll anticipate the salary payouts and then electronically transfer them to another, old payroll account that doesn't even have an atm anymore.

      The only other way is if it was cloned during a purchase i paid thru atm debit. But unless the sm and ayala malls are secretly part of a syndicate, there's no way they could have copied the card (though getting the pin would not be so difficult, if they were cleverly positioned).

      Delete
    2. Oh my. I'm gonna check out my emergency and house fund accounts ASAP. I really should enroll them through electronic banking as well. I only view my bill-payment account through the internet because I need to monitor the balance for issued checks and bills.

      Delete
  2. Im sorry to hear that. It must have been the "capture card" thingy,where in crooks attached camera on the ATM machine. It's kinda complicated to explain but crooks are getting smart. One way to combat this is to enter pin by leaning over ( the camera thingy might be above) then press the atm machine with your right hand while the left hand is covering the number thingy ( so left should be over the hand that is pressing the number ). Hard to explain but I hope you get it.

    I learn this trick while reading finance newspaper. I have been doing that ever since.

    ReplyDelete
    Replies
    1. Oh I get it. I sort of wish it was that method, but I'm not so sure.

      The atm's keypad has had a cover for months before this happened. And the atm card slot has that plastic thingy from the bank to prevent other devices attached on the card slot itself (again way before this happened).

      My co-worker mentioned a different scheme where there's some electronic device on the atm and they just wait somewher in the area and receive the info electronically. Something like that would work. Not sure if that's how they did it or if that is actually even possible - I mean, they can attach something to the machine, but unless they tapped in to the atm network, it's not clear how they could get the info on the card.

      But, they got the card info somehow. That seems as likely a method as any.

      Delete
  3. Hi sir, thanks for the article. It's very helpful. The same incident happened to me and I'd like to know when you got the assurance that your money will be returned? Thanks.

    ReplyDelete
    Replies
    1. Hi Khristine, unfortunately they don't give you any assurances. They'll just say that they will investigate. And then about a month later, they call you up and inform you that the money will be refunded/replaced.

      Delete
  4. This comment has been removed by the author.

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    Replies
    1. Hi Christian,

      I'm sorry to hear that.

      From experience, I would say: No, they probably don't allow it. I'm not entirely sure of their reason, and my experience was with Metrobank not BDO. But I'm guessing they probably won't grant your request to view the cctv footage.

      That's a little strange, since sometimes you'll see cctv footage from a bank or atm on the news. But maybe because they were requested by law enforcement (and hence became "public" as reporters can report freely on police matters). If you're really intent to pursue this option, you could probably try to consult a lawyer and maybe try to subpoena the footage. Or ask a reporter friend how to go about it. There might be easier, less costly ways of doing so, but I'm unfortunately unaware of them.

      Delete
  5. Hello. I'm afraid the reason why I couldn't withdraw from my account earlier this afternoon is because of this too. The machine kept rejecting my request till such time the screen showed a message 'Network failed. New pin code not generated.' I'm pretty sure I have enough money in that account. I'll go to the bank tomorrow to see what really happened. I hope they have clear answers about refunding my money because it is not really my fault. :(

    ReplyDelete
    Replies
    1. Hi Iris,

      I'm sorry to hear that. But yes, unless it was your withdrawal or bills payment, or maybe a fund transfer you initiated, the money would typically be reimbursed.

      You're probably at your bank by now, so this won't matter much but: You can also try their hotline and report what happened, so you can safeguard your account while waiting for the bank to open.

      Alternatively, if you are enrolled online, you should be able to view the account details and see the transactions. You can then confirm what happened to the money.

      Anyway, hopefully it was just a faulty ATM and nothing was taken from you. Or if not, then hopefully it's reimbursed very quickly.

      Delete
  6. Had same experience with bdo but its been two months now and there is no resolution yet.

    ReplyDelete
    Replies
    1. Hi BLUEMOON,

      That's terrible. I'm assuming you reported it to them. Did they already replace your ATM?

      Try following up with them. Large amounts will take time. But if they keep giving excuses, contact BSP's Financial Consumer Affairs Group (http://www.bsp.gov.ph/about/advocacies_fin_cam.asp)

      We can contact said group here:

      Contact Information

      Financial Consumer Affairs Group
      Central Supervisory Support Subsector
      Supervision and Examination Sector
      Bangko Sentral ng Pilipinas
      5th floor Multi-Storey Building
      BSP Complex, A. Mabini St., Malate, 1004 Manila

      Telephone Numbers:
      Trunk Line: (632) 708-7701, extension nos. 2584
      Direct Line: (632) 708-7087
      Fax Number: (632) 708-7088
      E-mail Address: consumeraffairs@bsp.gov


      One reader waited for several months for his bank to take action on a similar case but basically was getting stone-walled. One day after contacting BSP, the bank contacted him and told him they were reconsidering his case. In a few days he got his money.

      If BDO is trying to ignore you, I highly suggest contacting BSP's Financial Consumer Affairs Group.

      Delete
  7. What if theres unauthorized transaction on my online banking? Will the hackers be punished? what will happen?

    ReplyDelete
    Replies
    1. If they catch the hackers, then yes the hackers will be punished.

      In most cases, the bank will refund your money. If your bank is Union Bank, they won't unless you complain to BSP.

      Delete
  8. hi.. we got ripped off with 15,000.00 Php. it's my girlfriend's account. it happened a few weeks back. we just got paid and when she checked her balance, it gave 700.00 Php. we opted to check it at a different machine at later time because the machine near our site is usually down. the following sunday, we're suppose to get some money out for groceries, etc.,. it gave the same balance and then we started to get worried. we reported to the bank on the next business day and they said that it got withdrawn somewhere else (A different province about 2-3 hours away) . they gave a timeframe of 2 weeks to get the money back. we waited and followed up 2 weeks after and then they said that it would take up to 4 months. the money isn't even a savings account. it's our payroll account with the bank. this is money hard earned to be set off like that. I think the timeframe is too long. the timestamp of the withdrawal at that place and us checking the balance at that day from where we are tells everything about it. it's physically impossible unless u ride a chopper back to check the balance. thank you for sharing this. we'll definitely escalate to BSP. we'll update you on what will happen and hopefully you can help us if that doesn't work. sorry it's a long one... my girl burst in tears after our last talk with the bank. I can't stand that... we feel so bad about it.. we don't earn that much to let this fly by..

    ReplyDelete
    Replies
    1. If you escalate to BSP, definitely the bank will end up replacing the money. You may have to wait a bit though - maybe a few weeks or a month at most.

      Delete
  9. Thanks for the blog. maraming matutunan. Pero po sakin iba po ng konti nawawala po kasi ang ATM ko, last used it was oct. 2 around 6pm then napansin ko nalang na nawawala nito lang lunes oct. 6, 2015 magwiwithdraw sana ako. then nagcheck ako thru online banking don ko po nalaman na my unauthorized withdrawal na ngyari. first was 5,000Php 9:30 am oct. 5, 2015 2nd withdrawal 10k 2 minutes time interval then 3rd was also 10k around 4:30 pm same day. pero bago po nangyari to nakapatransfer pa ako ng pero to other bdo account using my bdo banking online. then after an hour my nangyari ng unauthorized withdrawal. iniisip ko po kung na dup or naclone po ang atm ko hindi po ba uubusin nya ang laman nito or i mamax ang withdrawal per day. pero eto po kasi 25k lang po kinuha. sa bdo po is 50k po max withdrawal per day. kung matrace po nila kung saan branch ito nawithdraw possible po ba na makakuha ng cctv footage gayun din po di na rin mahihirapan sa oras ng withdrawal dahil alam po nila kung anong oras ito ngyari. kung inside job po ito naghihintay lang din po ako ng feedback from bdo kung saan ito nawithdraw if ito ay sa place ng suspek ko or malapit doon walang duda sya na nga. dahil umalis po si suspek ng 9:00 am oct. 5 at bumalik nalang ng gabi.pero wala pa po kasi matibay na ebidensya. kaya kinoconsider ko rin po na bka na clone ang card. ano po kaya sa tingin nyo? parang ang tagal po kasi ng 15 banking days para maghintay para malaman kung saan lang ito nawithdraw.

    ReplyDelete
    Replies
    1. Hi Anonymous,

      From my experience, when you go to the bank in person to "formally" report the incident, they typically can check and tell right away which area it was withdrawn from.

      However, the 15 days seems the typical time-frame to investigate the matter. It's also usual not to be able to see the cctv footage, although you can always try requesting for it.

      Best advice I can give is to follow-up with your bank after on the 15th day. They might need another 15 days (so total of 1 month waiting time). Larger amounts might take longer. But if they keep giving excuses, report immediately to Bangko Sentral ng Pilipinas.

      Delete
    2. Bangko Sentral ng Pilipinas Financial Consumer Affairs Group (http://www.bsp.gov.ph/about/advocacies_fin_cam.asp)

      Contact said group here:

      Contact Information

      Financial Consumer Affairs Group
      Central Supervisory Support Subsector
      Supervision and Examination Sector
      Bangko Sentral ng Pilipinas
      5th floor Multi-Storey Building
      BSP Complex, A. Mabini St., Malate, 1004 Manila

      Telephone Numbers:
      Trunk Line: (632) 708-7701, extension nos. 2584
      Direct Line: (632) 708-7087
      Fax Number: (632) 708-7088
      E-mail Address: consumeraffairs@bsp.gov

      Delete
  10. Thank you so much for the info. I will go to my bank tomorrow and file a report regarding my account. I just lost 17k on my account and i can't just let it fly by. I hope they will reimburse it. Just a quick question, what's the role of pdic on our accounts? I also hope if nothing happens, bsp will help me. Thanks again.

    ReplyDelete
  11. Thanks for the info. I also had a case on my bank. I believe my account has been hacked. About 2 hours after payroll is released, all of my hard earned money has benn used up. I don't know what to do. But tomorrow i will file a report on my bank. Hopefully they will help me out because it's not a small amount. I hope they will reimburse my money, if not, i hope bsp will help me out on this matter. Thank you again.

    ReplyDelete
  12. Hello, i also had an incident with my bank. An online transaction happened 1 1/2 hour after salary has been released to my payroll account. It amounted to 17k pesos. Thanks for your help i somehow know what to do. I hope i could get back the money stolen from me. Do you think i have a chance? Thank you

    ReplyDelete
    Replies
    1. Hi Ron,

      That's very unfortunate. But yes, I'm positive that your money will be returned to you. However it might take a while - possibly 1 month after reporting to your bank.

      Delete
    2. hi where do you think i can seek help more than bsp? i aleady contacted the bsp and said they cannot do anything about it :(

      Delete
    3. Hi anonymous filipino,

      I'm afraid you'll need to be more specific with what happened and why BSP said they cannot do anything.

      Delete
  13. hi i have same case, and its 50,000. it is still under investigation by 2months now, the last thing the bank told me is that other banks are not replying to their request of cctv viewing since it was withdrawn by the fraudster in other banks. and they said its all they can do. i contacted BSP and said that their only duty is to escalate the complain to my branch of account. and they cannot ask other bAnks to cooperate on the investigation. bsp said they can do nothing about it. they added if i want to force other banks to reply or cooperate i have to file a real case to the court which i know would cost so much more. i think my case will never prosper as long as the other banks ignore to show their cctv footage. i dont know where to seek help now :( could anyone help my case please

    ReplyDelete
    Replies
    1. You said, "same case" - could you elaborate on that? a lot of different scenarios have already been discussed here, but in all those cases the other banks or BSP helped. So I'm not sure what's different this time.

      I'm afraid the BSP is the highest authority when it comes to banking. Did you contact the Financial Consumer Affairs Group? Other departments might not be able to help...

      I'd suggest talking with your bank/branch and at least get info like where the atm in question is. Also, which other bank (and the specific branch) owns the ATM.

      Go to that other Bank. Even if your bank can't tell which branch, the nearest branch usually is in charge of the atm, or at least they can tell you. You can try to bring up your case personally to the bank manager or at least find out their reasons for not sharing the video.Maybe you can negotiate with them to show it to your bank.

      As far as I know, BSP can ask other banks to cooperate, though they may not be able to force them.

      An unorthodox solution maybe to open an account (just the minimum maintaining balance) and then ask the BSP to help since both are now technically your banks. That's really a hail mary though, no sure it will make a difference.

      Delete
  14. Hi. My mom also experienced an unauthorized transaction. Her atm from Landbank is also her payroll account. I think that her money was also a loan from the bank. When she checked her balance last friday, only 5k was in her account. It was originally 50k. When she reported this to the bank, they traced that last march 28-29 someone used it to buy groceries at sm san lazaro and sm bacoor. The transactions occured,10k, 27k and 8k. We live far from those places and my mom has work that day so obviously it's not her that did it. The bank they will conduct an investigation about this. Will my mom get her money back? We need the money really badly to pay some stuffs. She got a loan from that bank but it ended up being stolen. I really hope that they will reimburse my mom's money immediately. It breaks my heart to see my mom so worried.

    ReplyDelete
    Replies
    1. Hi Anonymous,

      That's so heart-breaking!

      I can say that she will be reimbursed, I do hope it's soon. Usually, it "quick" if it gets to you in ~30 days. I only got "lucky" and got it in 17-18 days since mine was a pretty small amount.

      Delete
    2. Hi anon, ask ko lang sana kung naibalik ang money ng mommy mo. Same experience din kasi tayo. huhuhu

      Delete
  15. Hello my father is working abroad and he gave me his atm card along with the password. My last transaction was last june 3 and withdraw 3k. Then last june 14 my wallet was stolen along with the atm card. i told my dad about it and immediately we freeze the account. After that day, my father called me and said that last june 7 someone withdraw the 21k and asked if it was me. Ofcourse it was not! My father got mad at me but i can't blame him. I just want to ask if we can investigate this matter and prove i did not stole the money with the help of cctv. please im begging you this is hard for my part.

    ReplyDelete
  16. Hi. Thank you for your post. I had a different experience. I checked my account and three transactions amounting to 10,000pesos per withdrawal has been done in my account. That's when I realize that my ATM card was missing. I already reported it to Landbank. Anyway, I do not know how they acquire my PIN to perform these transactions since I did not disclose it to anyone. Have you had an encountered similar case with this one? Thank you for your reply

    ReplyDelete
  17. Hi, I am a student who also had the same case with yours...I tried to draw 1, 000 pesos so I could pay some school fees but the machine says that my money I draw is greater than the money I have in my account. Im so confused why since I have 15k plus left, so I checked my balance and there is 980 left (that was evening). In the morning I rushed to the bank eastwest bank to report the incident, It took 3 weeks after I got the reply that my money was drawn in RCBC in which I didn't do it. So I filed a complain in regards to this. And eastwest ask me to request a footage in RCBC to know who draw my money, Im just confused bakit ako ang mag request po? Diba it supposed to be bank to bank operation ito and we have the laws on secrecy, kasi hndi ako client ng RCBC tapos magtatanong ako ng footage.. kaya I went back to eastwest to inform that RCBC refused to give my request..the eastwest manager ask me again to go to other branch of RCBC.. bakit ganito? At sa nakikita ko parang walang paki ung manager nakausap ko kasi siguro student lang ako..the he entertained me is parang pinapagalitan ka..eh ako pa nga itong nawalan.. please give me some advices pi what to do.

    ReplyDelete
    Replies
    1. Hi Unknown,

      That's horrible! As far as I know, it should be the bank requesting with the other bank to view or check the cctv footage.

      However... I can understand that banks will not just let any joe walking into their branch to view cctv footage. But here's what we can do.

      RCBC denied your request for cctv footage. Did you ask RCBC if there's any way you can get your bank a copy of the footage? a request letter from the other manager?

      When you visited your bank, did you ask what the process for the investigation would be?
      Are there other checking/investigation your bank would do other then the cctv?
      Can those be done anyway without the cctv yet? if done, what was the result/finding?
      If RCBC has any requirment (maybe a formal letter from your bank), can/have you requested it from your bank?

      Although not easy, we need to work diligently with your bank and try to proceed with the investigation as much as possible.

      Afterwards, when everything possible has been done, and somehow your bank is still not listening or attending to your concern. then we can contact the BSP:

      BSP's Financial Consumer Affairs Group

      http://www.bsp.gov.ph/about/advocacies_fin_cam.asp
      http://www.bsp.gov.ph/about/advocacies_fin_fcag.asp

      We can contact said group here:

      Contact Information

      Financial Consumer Affairs Group
      Central Supervisory Support Subsector
      Supervision and Examination Sector
      Bangko Sentral ng Pilipinas
      5th floor Multi-Storey Building
      BSP Complex, A. Mabini St., Malate, 1004 Manila

      Telephone Numbers:
      Trunk Line: (632) 708-7701, extension nos. 2584 (not sure if still works, as it's not on the webpage anymore)
      Direct Line: (632) 708-7087
      Fax Number: (632) 708-7088
      E-mail Address: consumeraffairs@bsp.gov

      For regional offices, see this site:
      http://www.bsp.gov.ph/contact/regional.asp


      Tell them the whole story, how the theft was discovered, how and when you reported the matter, what has been done so far to investigate, and the reason why the bank is not attending to your concern and if there's any way to get things going forward.

      It's not at all easy, but with this way we have a chance to get your money refunded.


      Delete
  18. Hello po...i just want to share my stories,nag apply ako ng atm sa metro bank nong jan.29 ng 70,000pesos,then feb.18 dumating ang cheque ko sa metro bank na ngkakahalaga ng 36,000,pero after 3 day winedrow kna yung 36,000.so i have 70,000 left pa.next widrowals ko ay nong april 18 2016 ng 10,000.upon sa reciet naman i have still 60k left,then pumunta na ako abroad for 45 days.ng bumalik na ako chinek ko yung atm ko,yung pera na natira is 4k nalang so dali dali akong pumunta sa office nila,sympre binigyan ako ng statement of accounts.pinag tataka kulang bakit nong april 18 d ko nakita na my ng widrow na ng pera ko kasi ang recibo is 60k nga kaya panatag naman ako,at ang masaklat ang wdrowals is from from 3 to april 17.ng padala narin ako ng letter for invistigation ,it take 2 months before ko nakuha ang time and area kong saan ang wdrowals,and they insist nga baka family ko nag wdrow na imposible naman mangyari.na hindi daw skimming ang nangyari sa akin,na talagang card ko raw ang ginagamit sa pag wiwidrow.now i ask them kong maibabalik yung pera ko hindi daw kasi nga ako yung ng wdrow or legitimate wdrowals daw ang nangyari,ask them for cctvs,at hindi daw pwede kong hindi ako gagawa ulit ng letter for cctvs,another gastos na naman pang 2x kna na letter sa kanila kasi ito,up to now i still waiting pa for cctvs piro e cocall lang daw ako once ready to view na,at sympre dahil sa hindi scam ang nangyari sa akin sabi ng manager.kong sino man daw yung makikita sa cctv photage, e ako nalang daw bahala mg pa blotter sa pulis.tanong ko lang po bakit ako?hindi ba dapat sila at e refund yung pinaghirapan kong pera?

    ReplyDelete
  19. Hello po...i just want to share my stories,nag apply ako ng atm sa metro bank nong jan.29 ng 70,000pesos,then feb.18 dumating ang cheque ko sa metro bank na ngkakahalaga ng 36,000,pero after 3 day winedrow kna yung 36,000.so i have 70,000 left pa.next widrowals ko ay nong april 18 2016 ng 10,000.upon sa reciet naman i have still 60k left,then pumunta na ako abroad for 45 days.ng bumalik na ako chinek ko yung atm ko,yung pera na natira is 4k nalang so dali dali akong pumunta sa office nila,sympre binigyan ako ng statement of accounts.pinag tataka kulang bakit nong april 18 d ko nakita na my ng widrow na ng pera ko kasi ang recibo is 60k nga kaya panatag naman ako,at ang masaklat ang wdrowals is from from 3 to april 17.ng padala narin ako ng letter for invistigation ,it take 2 months before ko nakuha ang time and area kong saan ang wdrowals,and they insist nga baka family ko nag wdrow na imposible naman mangyari.na hindi daw skimming ang nangyari sa akin,na talagang card ko raw ang ginagamit sa pag wiwidrow.now i ask them kong maibabalik yung pera ko hindi daw kasi nga ako yung ng wdrow or legitimate wdrowals daw ang nangyari,ask them for cctvs,at hindi daw pwede kong hindi ako gagawa ulit ng letter for cctvs,another gastos na naman pang 2x kna na letter sa kanila kasi ito,up to now i still waiting pa for cctvs piro e cocall lang daw ako once ready to view na,at sympre dahil sa hindi scam ang nangyari sa akin sabi ng manager.kong sino man daw yung makikita sa cctv photage, e ako nalang daw bahala mg pa blotter sa pulis.tanong ko lang po bakit ako?hindi ba dapat sila at e refund yung pinaghirapan kong pera?

    ReplyDelete
    Replies
    1. Hello po. Nakuha niyo padin po yung pera ninyo? Same problem din po ako sa ATM Metrobank ko. Nasa akin ang card ko at may ibang gumamit ng account ko. Na sa province ako noon. HopefillH maibalik din yung akin

      Delete
  20. Hello po...i just want to share my stories,nag apply ako ng atm sa metro bank nong jan.29 ng 70,000pesos,then feb.18 dumating ang cheque ko sa metro bank na ngkakahalaga ng 36,000,pero after 3 day winedrow kna yung 36,000.so i have 70,000 left pa.next widrowals ko ay nong april 18 2016 ng 10,000.upon sa reciet naman i have still 60k left,then pumunta na ako abroad for 45 days.ng bumalik na ako chinek ko yung atm ko,yung pera na natira is 4k nalang so dali dali akong pumunta sa office nila,sympre binigyan ako ng statement of accounts.pinag tataka kulang bakit nong april 18 d ko nakita na my ng widrow na ng pera ko kasi ang recibo is 60k nga kaya panatag naman ako,at ang masaklat ang wdrowals is from from 3 to april 17.ng padala narin ako ng letter for invistigation ,it take 2 months before ko nakuha ang time and area kong saan ang wdrowals,and they insist nga baka family ko nag wdrow na imposible naman mangyari.na hindi daw skimming ang nangyari sa akin,na talagang card ko raw ang ginagamit sa pag wiwidrow.now i ask them kong maibabalik yung pera ko hindi daw kasi nga ako yung ng wdrow or legitimate wdrowals daw ang nangyari,ask them for cctvs,at hindi daw pwede kong hindi ako gagawa ulit ng letter for cctvs,another gastos na naman pang 2x kna na letter sa kanila kasi ito,up to now i still waiting pa for cctvs piro e cocall lang daw ako once ready to view na,at sympre dahil sa hindi scam ang nangyari sa akin sabi ng manager.kong sino man daw yung makikita sa cctv photage, e ako nalang daw bahala mg pa blotter sa pulis.tanong ko lang po bakit ako?hindi ba dapat sila at e refund yung pinaghirapan kong pera?

    ReplyDelete
    Replies
    1. Hi Annaancheta Hayasaka,

      Ang hirap nga ng sitwasyon mo.

      Kung makita sa cctv na pamilya or kamag anak mo ang gumawa, masasabi nga na "legitimate" withdrawal na atm mo nga ang gamit. Pag ganito, kailangan hablahan mo ng kaso yung nag withdraw, o kaya ay kausapin mo at magka ayos kayo.

      Nakakataka nga yung receipt na nakita mong 60k. Sana naitago mo para dagdag patunay sa nangyari.

      Sa ngayon, kailangan talaga natin makipag cooperate sa bangko mo, para naman ma imbistigahan ng mabuti.

      Kung mapatunayan na skimming naman pala ang nangyari, hingan natin ng refund ang bangko.

      Kung skimming at talagang ayaw mag refund ng bangko, baka makahingi tayo ng tulong sa BSP.

      Kung diskumpiyado ka, maari mo dn silang tanungin tungkol sa sitwasyon mo.

      BSP's Financial Consumer Affairs Group

      http://www.bsp.gov.ph/about/advocacies_fin_cam.asp
      http://www.bsp.gov.ph/about/advocacies_fin_fcag.asp

      We can contact said group here:

      Contact Information

      Financial Consumer Affairs Group
      Central Supervisory Support Subsector
      Supervision and Examination Sector
      Bangko Sentral ng Pilipinas
      5th floor Multi-Storey Building
      BSP Complex, A. Mabini St., Malate, 1004 Manila

      Telephone Numbers:
      Trunk Line: (632) 708-7701, extension nos. 2584 (not sure if still works, as it's not on the webpage anymore)
      Direct Line: (632) 708-7087
      Fax Number: (632) 708-7088
      E-mail Address: consumeraffairs@bsp.gov

      For regional offices, see this site:
      http://www.bsp.gov.ph/contact/regional.asp

      Delete
  21. Hi...i have a BDO accout.which is Kabayan Peso savings account..last Oct 2 sunday.nagapadala ang husband ko ng 40k sa account ko..around 2:30 pm.so i decide to check it later kase province kame so malayo ako sa banko.Then to my surprised oct 3 monday..check ako ng check ng balance ko sa atm ko to know kung pumasok na yun pera na padala it always appear 293 pesos..so i thought yun na yun huli kong balance.so i wnet back home and called my husband about it akala ko meron delay lang kse holiday sa UAE nung sunday.So sabi ko mag wait pa ko ng 2 hours..so i went back to bank with my passbook to check my acct..then boom..i saw 4 transaction which is 11,173.50(3x) 5,687.34 plus service charge...what do you think is the transaction..its impossible to do it tru atm machine terminals..so online and shopping or restaurant lang po pwede maging scenario sa case ko..if ever mapatunayan na ganun nga.possible po ba mapabalik yin 40k ko..its a hard earn money of my husband..sobrnag nakakaiyak po..please give me an advise..we still need to wait for 15banking days..i reported it already nung nasa banko pa ko..thank you in advance

    ReplyDelete
    Replies
    1. Hi Unknown,

      Sa tingin ko pwede naman. Good na ni report mo na sa bangko mo. Kailangan natin mag cooperate sa kanila para ma imbistigahan agad.

      Pero pag sa dul oay ayaw nila mag reimburse, maari mong tawagan ang BSP. Baka matulungan ka nila.

      BSP's Financial Consumer Affairs Group

      http://www.bsp.gov.ph/about/advocacies_fin_cam.asp
      http://www.bsp.gov.ph/about/advocacies_fin_fcag.asp

      We can contact said group here:

      Contact Information

      Financial Consumer Affairs Group
      Central Supervisory Support Subsector
      Supervision and Examination Sector
      Bangko Sentral ng Pilipinas
      5th floor Multi-Storey Building
      BSP Complex, A. Mabini St., Malate, 1004 Manila

      Telephone Numbers:
      Trunk Line: (632) 708-7701, extension nos. 2584 (not sure if still works, as it's not on the webpage anymore)
      Direct Line: (632) 708-7087
      Fax Number: (632) 708-7088
      E-mail Address: consumeraffairs@bsp.gov

      For regional offices, see this site:
      http://www.bsp.gov.ph/contact/regional.asp

      Delete
  22. Hi, have someone here experiences successful reimbursement of the money? My 22K was missing din sa payroll account ko sa Landbank. I already reported the incident and they told me nothing is sure for now kung maibabalik ba since it will undergo investigation pa. huhuhu. wala na akong pera.

    ReplyDelete
  23. There were 2 unauthorized transactions in my BDO debit account: 1,211 and 1,143 made thru Alipay and DHGate. My card wasn't stolen. I never use it for online transactions, only pos transactions and withdrawals in the
    ff. Places: Bdo atm machine sa hypermart, bdo atm in front of landmark grocery near the kitkat benches, bpi technohub, bdo robinsons metroeast, bdo visayas. Before the unauthorized transaction, I withdrew from bdo atm near landmark grocery.

    Called bdo 631-8000 and had my card blocked. Now I need to just sign and submit a dispute form in any bdo branch and then go to the issuing bank to have my card replaced for 150 pesos which I can get after 5-10 banking days. They said the stolen amount MAY be refunded back to me in 40 DAYS, no assurance. Will update you guys if I got my cash back.

    ReplyDelete
  24. Thanks for this. It happened to me just recently November 17. I want to withdraw from my BDO atm card and I used NBO (National Bank of Oman) atm machine but it captured my card. Then I checked my mobile banking only to find out that my 20k was lost and withdrawn on Nov 13 at an atm bearing Quezon ML branch. I'm here in Oman since July this year so how could that possibly be. I tried calling intl toll free number but I'm not getting through so I ask my brother in Pinas to call for me. He was told that the bank already blocked my card last Nov. 14 because my account was one of the compromised accounts. I was not informed of this. I even sent an email but no reply was received. I should have been informed sana. Anyway I have to follow up after 15 banking days. I hope I will get back my hard earned money.

    ReplyDelete
  25. meron ba ditong my idea na kapag nkuha ang details ng harap at likod ng bdo kabayan savings card at ang account # ay posibleng mahack?..nhack kc ang facebook ko, at halos lahat ng transaction ko sa bdo ay nandon sa messenger, pati details ng bdo kabayan savings card ko, maliban lng sa pin o pw ko,salamat sa sasagot

    ReplyDelete
    Replies
    1. Hi Katir Taban,

      Technically ok ka pa kung hindi talaga nila nakuha ang PIN at password mo.

      Ang problema, kung na hack nila ang facebook mo, pano natin masisiguro na hindi nila ma hack dn (na hack na nga) ang BDO online mo? Ang mainam na gawin ay tingnan ang account mo online (report agad sa BO kung may aberya na) at palitan ang password.

      Tapos mainam na magpalit na dn ng PIN. Pwee dn na magpapalit na dn ng card, may bayad nga lang (usually 100-300 and pagpapalit ng card).

      Delete
  26. Yung nag withdraw po ako di ko po agad nakuha yung pera bigla pong nawala nagsarado npo yung labasan ng pera anu po yung kinuha ba ulit ng machine yun tapos nabawas sa ATM mababalik PA ba sakin yun Hindi ba makukuha nun yung sumunod sakin mag atm

    ReplyDelete
  27. Yung nag withdraw po ako di ko po agad nakuha yung pera bigla pong nawala nagsarado npo yung labasan ng pera anu po yung kinuha ba ulit ng machine yun tapos nabawas sa ATM mababalik PA ba sakin yun Hindi ba makukuha nun yung sumunod sakin mag atm

    ReplyDelete