Frequently asked questions

Here you will find answers to frequently asked questions about withdrawing cash and paying through the BNETS network. Select a question to see the answer.

ATM (cash machine)

My card was retained by an ATM of another bank. What should I do to get it back?

Contact your own bank. They will give you further instructions.

I did not receive any money from the ATM, but the amount was deducted from my account.

Report the complaint to the customer service department of your own bank. Bring the receipt of the ATM withdrawal in question.

After verification you will be contacted, and if an error did occur, the money will be refunded to your account automatically.

The ATM paid out the money, but the amount was not deducted from my account?

Your account will still be debited for the amount withdrawn at the ATM. You do not need to take any action.

What is the maximum amount I can withdraw at an ATM of another bank?

The maximum amount you can withdraw depends on your balance and your bank’s daily limit.

POS (payment terminal)

After swiping my card and entering my PIN, the terminal says the transaction did not go through. However, the amount was deducted from my account.

Report the complaint to the customer service department of your own bank. Bring the receipt of the transaction in question.

After verification you will be contacted, and if an error did occur, the money will be refunded to your account automatically.

My bank rejected my complaint. What should I do now, given that I paid again with another POS terminal or in cash?

Your bank will advise you further. The bank will first contact the merchant, so that the complaint can be handled quickly.

Keep all proof of payment at hand.

Can’t find your question? Please get in touch. For questions about your bank card or account, it is best to contact your own bank directly.