What to do if an ATM gives you white paper

2016-04-14 10:43
(File, Duncan Alfreds, Fin24)

(File, Duncan Alfreds, Fin24)

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Cape Town - Absa Bank has said an incident in which a woman found white paper in between the cash she had withdrawn from an ATM was a “rare” occurrence, and has told customers what they can do if this happens to them.

A 40-year-old mother claimed four pieces of white paper were hidden in between her cash when she withdrew it from an ATM in Scottsville, Cape Town, earlier this week, the Daily Voice reported.

The white pieces of paper reportedly had the words “FIT” and “SBV Services” printed on them, and were the same size as the other bills.

- Read more: Woman furious after ATM gives her paper

News24 on Wednesday contacted SBV Services, the transit group responsible for the loading of cash into ATMs.

SBV said the “white paper” was a tag used to separate cash notes, and that only one tag was dispensed.

“On Monday 11 April, an ATM in Milton Road dispensed a white bundle tag that serves as a note separator,” the company told News24.

“SBV Services has investigated the incident and confirms that one tag was dispensed by the ATM machine as a result of human error.”

Absa’s provincial managing executive Doug Walker told News24 that the incident was “rare and isolated”, but said if customers experienced a similar issue they can take it to their nearest branch to log a complaint and claim a refund.

“We have no recent record of this happening and so this is a very rare and isolated incident,” Walker told News24 via e-mail on Wednesday.

“As in this rare instance, the customer can take the slip to their nearest Absa branch for the issue to be logged and in the event of the slip being dispensed in the place of a note, for a refund to be processed.”


The bank at the time told the woman the incident would get the “highest priority”, and she would receive her money in 10 working days.

On Tuesday, Absa told News24 the woman was refunded within 48 hours.

"Absa confirms that one of our ATMS dispensed one slip of paper amongst a set of notes in a client’s withdrawal at one of our ATMs," the bank's media office replied via e-mail.

"The client reported the incident to our Cape Gate branch and was refunded within 48 hours of reporting the incident. We regret the error and we are working closely with our vendor to ensure that this doesn’t happen again."

SBV assured customers that its cash processing is “stringent” and of a “high-standard”.

“As a responsible corporate citizen, SBV thoroughly investigates all incidents and takes necessary action when procedures are not followed.

“SBV Services apologises for the inconvenience caused as a result of this incident,” the company added.

Read more on:    absa  |  cape town

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