On June 10, 2026, I withdrew money from a LANDBANK ATM located at the Sulu Capitol Site.
We made five (5) withdrawal transactions:
1st Withdrawal: ✅ Success – ₱10,000
Remaining Balance: ₱46,173.052nd Withdrawal: ✅ Success – ₱10,000
Remaining Balance: ₱36,173.053rd Withdrawal: ❌ Problem Occurred
The ATM started making the usual sound as if it was about to dispense the cash. However, the machine suddenly went offline, and no money came out. Despite this, ₱10,000 was deducted from my account.
Remaining Balance: ₱26,173.05
We waited until the ATM came back online, hoping it would dispense the cash, but nothing came out.
We then continued with the remaining withdrawals:
4th Withdrawal: ✅ Success – ₱10,000
Remaining Balance: ₱16,173.055th Withdrawal: ✅ Success – ₱10,000
Remaining Balance: ₱6,173.05
Although the total amount deducted from my account was ₱50,000, I only actually received ₱40,000. The ₱10,000 from the third transaction was never dispensed by the ATM.
I immediately filed a report at the LANDBANK Main Branch in Jolo. I was advised to wait three (3) days while they investigated the issue.
However, after waiting for more than one month, I still had not received any update or refund.
On July 28, 2026, I followed up with LANDBANK. I was informed that, according to their records, there was no excess cash (overage) of ₱10,000 in the ATM, and that all five withdrawal transactions were recorded as successful.
I requested that they review the CCTV footage to verify whether the ATM actually dispensed the cash. I was told that the CCTV only captures the customer's upper body and does not clearly show whether cash was dispensed from the machine.
My Questions
Where should I report this matter next?
What happened to the ₱10,000 that was deducted from my account but was never released by the ATM?
I am sharing this experience in the hope that it will be resolved and to raise awareness for other ATM users who may encounter a similar situation.