{"type":"document","data":{"id":"1f87ab9b-cbd3-495f-b2f2-59ca24a98e0a","localeString":"en-GB","publishDate":"2025-09-02T16:40:03.429+02:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"Trouble with a deposit or withdrawal at a cash dispenser or CASH point? Find out what to do and how to report it to be helped quickly."},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"body":"You deposited cash, but the amount isn’t (fully) showing on your account? You withdrew money, but received less than what was debited? That’s not supposed to happen.\r\nLet us know and we’ll look into it for you!","headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/503b0252-10ea-43dd-9f77-41cb28466e9d/Two-young-boys-are-pushing-a-little-girl-in-a-plastic-blue-cart-outside","type":"image","width":5000,"original":"https://assets.ing.com/m/ee5bbad5832b6cd/original/Two-young-boys-are-pushing-a-little-girl-in-a-plastic-blue-cart-outside.jpg","extension":"jpg"},"title":"Your transaction at a cash dispenser didn't go as expected?"},"backLink":{"textLink":{"url":"/en/individuals/daily-banking/cash","text":"Handling Cash"}}},"flexZone":{"flexComponents":[{"componentType":"highlight","title":"Important:","richBody":{"value":"<p>The info below applies to transactions with an ING debit card.</p><p>Used a credit card? Please report the issue via <a href=\"https://mijnkaart.be/nl-be/home/how-can-we-help/forms/purchase-dispute\">www.mijnkaart.be</a> or <a href=\"https://macarte.be/fr-be/home/how-can-we-help/forms/purchase-dispute\">www.macarte.be</a>.</p>"}},{"componentType":"sectionTitle","title":"What can you do?"},{"componentType":"applicationProcess","steps":{"stepList":[{"title":"Check your account","body":"Open the ING Banking app or log in to Home’Bank to see if the transaction was processed after all.\r\nIf everything looks correct, no further action is needed."},{"title":"Note the details","body":"Keep the following info at hand: date, time, ATM location, amount, and your ING debit card number.\r\nStill have the receipt? Great! That helps us find the transaction faster."},{"title":"Inform us","body":"The sooner we’re informed, the sooner we can help!\r\nUse the form below or contact our customer service at +32 2 464 60 04 (Monday to Friday, 8 a.m. to 6 p.m.).","textLink":{"url":"https://ebanking.ing.be/banking/mobile/self-bank-cash-issues?EW=true","text":"Report deposit or withdrawal issues at an ATM"}},{"title":"We’ll start an investigation","body":"We’ll look into what went wrong and keep you informed at every step.\r\nYou can follow the status of your case via ing.be or in the ING Banking app under “follow complaint”."}]}},{"componentType":"sectionTitle","title":"Fast service, zero wait time!"},{"componentType":"cards","cards":[{"componentType":"serviceCard","cardType":"service","cardSize":"small","title":"ATM issue","intro":"Report deposit or withdrawal issues","image":{"transformBaseUrl":"https://assets.ing.com/transform/d754b7fa-f8ed-47a2-bc2e-efda8e85ab60/Notification-Warning_Outline","type":"image","width":0,"original":"https://assets.ing.com/m/7b4046c36cf1a7e6/original/Notification-Warning_Outline.svg","extension":"svg"},"link":{"url":"https://ebanking.ing.be/banking/mobile/self-bank-cash-issues?EW=true"}},{"componentType":"serviceCard","cardType":"service","cardSize":"small","title":"Complaints","intro":"Our Complaints Department and Ombudsman are there to help you.","image":{"transformBaseUrl":"https://assets.ing.com/transform/e1a605ce-d76d-43af-8d68-f36df3b7db54/Feedback-Megaphone_Outline","type":"image","width":32,"altTextNL":"\"\"","original":"https://assets.ing.com/m/14bc35a3b6ac9257/original/Feedback-Megaphone_Outline.svg","extension":"svg"},"link":{"url":"/en/individuals/services/complaint-handling"}}]}]},"complementaryZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Also interesting"},{"componentType":"cards","cards":[{"componentType":"productCard","cardType":"product","cardSize":"small","title":"Need info about CASH points?","intro":"You'll find here all about locations and offered services","image":{"transformBaseUrl":"https://assets.ing.com/transform/9788745f-0102-4477-805a-b961e3c65e88/Bancontact-cash-family","type":"image","width":3000,"original":"https://assets.ing.com/m/4e81c07ed065b9c9/original/Bancontact-cash-family.jpg","extension":"jpg"},"link":{"url":"/en/individuals/daily-banking/cash/cash-points"}},{"componentType":"productCard","cardType":"product","cardSize":"small","title":"Think a banknote might be counterfeit?","intro":"Learn how to check and what action to take","image":{"transformBaseUrl":"https://assets.ing.com/transform/cb66120c-9d83-485d-a064-20c8cdbc5d13/Close-up-of-little-girl-looking-through-magnifying-glass","type":"image","width":5760,"original":"https://assets.ing.com/m/75c736b2aa9bd4e2/original/Close-up-of-little-girl-looking-through-magnifying-glass.jpg","extension":"jpg"},"link":{"url":"/en/individuals/daily-banking/cash/counterfeit-notes"}}]}]}}}