“MACHINE UNAVAILABLE” popped when card was removed after I deposit cash at BPI ATM Machine!

Hey guys! I’ve been a loyal BPI Account holder for years and it’s my first time to experience this inconvenience. BPI for me has the best customer service when it comes to face-to-face conversations. They are just a bit slack and probably not yet too organised with regards to their online customer support.

Read till the end of this article so you know how to handle this kind of frustration because of a sudden inconvenience.

My experience

I deposit this certain amount using the Deposit ATM Machine. After my transaction, the machine removed my card along with the notice on the screen MACHINE UNAVAILABLE! I waited for a minute to check if the machine will get my cash out of the machine, but it didn’t so I left.

At home, using the BPI App, I quickly checked if the cash I deposit came through my account, as we all know BPI does real-time account updates. To my surprise, the money I deposit didn’t came through! I called my cousin Sai who’s familiar with these instances so she advised me to report it ASAP. Which I did!

2 Failed Attempts

First, I tried to call their hotline (number provided below) but I was waiting for an agent to pick up my call yet  nobody’s picking up! So I just ended up leaving a message and asked them to call me back on my mobile number. Next day, no call from BPI.

Secondly, I sent a complaint email to expressonline@bpi.com.ph The Customer service was able to respond promptly via email and promised that a customer service agent will call me. Still, no call from BPI.

How to resolve this?

Here’s the big question, “What exactly you MUST do and How can you reach BPI Customer Service via phone call to get this sorted out ASAP?”

I won’t keep you waiting, read the quick steps below to get your money to your account ASAP.

Step 1: Do NOT leave the machine and get the 4-digits Terminal ID

The 4-digits Terminal ID is required to process your complaint and get your money to your account.

You can get the Terminal ID in two ways:

  1. The Terminal ID can be found in the deposit Machine where you did your transaction, look at the top of the screen that reads TID XXXX (4-digit numbers). Save the 4-digit Terminal ID on your phone or write it on a piece of paper. The customer service will need the 4-digits from you to process your complaint.
  2. INQUIRE BALANCE in the deposit Machine where you did your transaction and PRINT THE RECEIPT. On your receipt, find the LOCATION, below it, you will find 9000XXXX (4-digit numbers). Keep the receipt on your wallet and get it ready when the customer service asks for the 4-digits Terminal ID.


Step 2: Remember the Time, Date, and BPI Branch

Take note what time, date and branch where you did your transaction. These information will be asked by the customer service agent to help you resolve this case.


Step 3: Call BPI Customer Service

Get your landline phone and contact BPI’s 24/7 customer service hotline. Just be patient waiting for a customer service agent to pick up your call. It took me 20 minutes. Yeah frustrating hey!

Get your Account number ready. The customer service agent will also ask you a few questions to verify that it is your account.

  1. For provincial PLDT subscribers dial 1-800-188-89100 (toll-free calls)
  2. 89-100 for Metro Manila

The customer service agent will tell you that they will investigate your complaint and you have to wait 3 banking days to get this resolved.

IMPORTANT: Make sure to save the REFERENCE NUMBER provided by your agent. If this is not provided, you need to ask for it, remind the agent. You will need the Reference number in step 4.

Step 4: Follow Up

Call the hotline provided in Step 3 to follow up your case, get your reference number ready and tell it to the customer service agent.

I suggest calling BPI Customer Service everyday to speed it up.

Step 5: Check your account

After 3 banking days check your account if the cash you deposit came through. If your money didn’t appear on your account yet, repeat Step 4.

Hope I was able to help you handle this kind of frustrating situation. Share your experience on the comments below. 🙂


2 thoughts on ““MACHINE UNAVAILABLE” popped when card was removed after I deposit cash at BPI ATM Machine!

  1. Yza, were you able to give them the terminal i.d. and all necessary details? Definitely a branch visit. Stay calm, BPI staff are the most polite bankers I’ve experience, hope they will get this sorted asap. Please keep me posted.

  2. Hi! I have the same issue. What i did i called the cust service right after the incident which is saturday. Today is wednesday so since its already the 3rd business day i called to make a follow up. The rep explained that the resolution of the said case says NO TRANSACTION FOUND. Im really frustrated right now since i deposited quite a big sum. Im planning to visit the branch tomorrow to complained again.

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