Understanding ATM Cash Dispensation Issues
When using your Neema card at an ATM, technical errors or insufficient cash in the machine can lead to the following scenarios:
Unfulfilled Cash Dispensation: The ATM transaction appears to process or complete on screen, but no cash is physical dispensed.
Failed Transaction with Account Hold: The ATM displays a transaction failure message, but an authorization hold still applies to your Neema account balance.
Duplicate Charges: One physical cash withdrawal results in two transactions in your account—one actual debit transaction and one temporary pending authorization.
Required Details to Submit to Customer Support
To allow Neema Support to investigate your issue and contact the Neema card issuer to cancel the authorization hold, you must provide all of the following transaction details:
Date and time of the ATM usage
Exact transaction amount requested
Physical address or exact location of the ATM
ATM operator or bank name (for example, Bank Hapoalim, Bank Leumi, etc.)
Atm Receipt or Confirmation Document (if available) showing cash was not dispensed
Frequently Asked Questions
Why does my Neema app show a charge if the ATM gave me no cash?
When you request cash at an ATM, an automated authorization hold is immediately placed on your Neema account. If the machine encounters an error or runs out of cash, the authorization hold may temporarily remain until the card issuing company cancels it.