Complaints

This profile includes complaints for Cardtronics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cardtronics

  Atlanta, GA 30308

• 

  Allpoint Network

  7315 Wisconsin Ave Ste 750 East Bethesda, MD 20814-3202

• 

  Cardtronics

  42 School St Berwick, ME 03901

• 

  Cardtronics

  2050 W Sam Houston Pkwy S Ste 1300 Houston, TX 77042

• 

  Cardtronics USA Inc

  341 W Tudor Rd Ste 209 Anchorage, AK 99503-6648

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The allpoint bank keep my $60.00and refused to return. I took out another sixty dollars and hurried to grab it because the machine grabbed my first $60.00 and refused to return my money the atm has also cameras and the store and I contacted management.

  Business Response

  Date: 03/12/2024

  We responded to the cardholders concerns during our conversation on March 11, 2024.  To protect the cardholders privacy, we are not providing you with any details of our conversation. The cardholder may use their discretion in sharing our response directly with you.

• Initial Complaint

  Date:03/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Have a Chime account and went to a CVS and used their Cardtronics machine, I made a withdrawal of $300 and the money was never dispensed but it was taken out of my account. I filed a claim with Chime and they denied it and didnt give me my money back so I put in a claim with Cardtronics and they are giving me the run around its been almost 3 weeks since this has occurred and no resolution has been made.

  Business Response

  Date: 03/06/2024

  We responded to the cardholders concerns via email on March 6, 2024.  To protect the cardholders privacy, we are not providing you with any details of our conversation. The cardholder may use their discretion in sharing our response directly with you.

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on November 29th I went to the *** to take $100 out so the *** went through all the steps but did not disperse the funds so I'll put a claim into my financial institution which is doing that and they denied me so I put a claim in with cardtronics which is the *** company that took my money and they're giving me a hard run around because they want me to go to doordash and get online printout of their investigation doordash is refusing to give me this information and I can only go through email to talk to either one of them and I just want my money back some interest would be nice because I've been through h*** the last 3 months trying to get my money back

  Business Response

  Date: 02/25/2024

  The problem that the customer is having the Atms unfortunately are not owned by us. So they there is nothing I can do. However, I do have a phone in contact to get help. From card Tronics, the numbers **********. And you can also tell them that usually when those Atms do not dispense money for whatever reason, they do not charge you. He should not have been charged. But **********, I have never had a problem getting a customer's money back before. So if you need any additional assistance to be happy to help you guys. Have a good day. Thanks

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Did you just give me the number to cartronics I've put in a claim with them and everything to get my money back as I stated it is between them and doordash who has my money I put in the claim with them they won't information that doordash will not give me how am I supposed to get my money back if you want help me and they won't give it back I'll follow every step of everybody's protocol to get my money back and no one will help me I am really not understanding this 

  Business Response

  Date: 04/02/2024

  Cardtronics has investigated the cardholder's complaint and determined that the funds did not dispense because in response to the electronic withdrawal request to cardholder's financial institution, the financial institution responded that there were insufficient funds available in cardholder's account for the withdrawal.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I understand that but the first transaction took my $100 and I'm still not understanding where did it go if DoorDash does not have my money you don't have my money who has my $100
   
  
   
  

  Business Response

  Date: 04/04/2024

  As previously noted, the withdrawal transaction was denied for insufficient funds.  Cardtronics suggests that cardholder contact the financial institution that issued the card at issue to determine how the account discrepancy originated.

• Initial Complaint

  Date:02/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday December 10, 2023 I went to a Cardtronics *** located at ********************************************************************* I attempted to withdraw $240.00 from the *** and no funds were issued. I went to the car to retrieve my phone thinking, maybe the transaction had declined because my card was locked and discovered that this was not the case. The $240.00 had been withdrawn from my account. I then attempted the transaction again thinking this was a mistake and it was declined as insufficient.I requested that the store manager reviewed visual security footage to see if the money came out after I walked out and someone had recovered it. She looked at the footage twice on my request and stated no one had gone to the atm to retrieve money after I used it. I then filed a claim with ********** once the pending transaction posted and within 24 hours Chime denied my request without sufficient evidence that they had made a thorough investigation. I contacted Cardtronics and filed dispute #CS0188399. I received an email from them December 21, 2023 requesting a document from my card issuer, which I responded right away with. I have not heard anything back from Cardtronics since I responded to the email and submitted requested document. I have made at least 4 calls to the company in which I am told that they are still investigating. Today 02/09/24 the customer service *** informed me that on 01/03/23 my complaint had been escalated and would be worked in priority of other cases in the order in which it was received. No one is able to tell me what the turnaround period is for investigation and determination.

  Business Response

  Date: 02/21/2024

  We responded to the cardholders concerns via email on February 19, 2024.  To protect the cardholders privacy, we are not providing you with any details of our conversation. The cardholder may use their discretion in sharing our response directly with you.

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a cardtronics ATM on January ******* I requested 400$ while transferring fund on my phone from my checking to credit builder to attempt another transaction after this one completed I notice the atm took my 400$ back in a there was a message that came in the screen that stated time out my bank charged me for the fund I have been fighting with cardtronics to get my funds back and to no avail

  Business Response

  Date: 02/20/2024

  We responded to the cardholders concerns during our conversation on February 13, 2024.  To protect the cardholders privacy, we are not providing you with any details of our conversation. The cardholder may use their discretion in sharing our response directly with you.

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Location: ********************************** I went to an Allpoint ATM. I withdrew $400 but did not take the cash fast enough and it was retracted back into the machine. They have been giving me the run around about getting my money refunded.

  Business Response

  Date: 01/29/2024

  We responded to the cardholders concerns via email on January 29, 2024.  To protect the cardholders privacy, we are not providing you with any details of our conversation. The cardholder may use their discretion in sharing our response directly with you.

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 20th 2023, I went to a cardtronics *** located at a **************** *************. I Attempted to withdraw $340 from the *** but the doors opened and shut but did not push out the funds. An error message then popped up on the screen stating "This *** is temporarily unavailable. We're sorry for the inconvenience" (I have a screen shot of the message and provided it to them). Immediately the funds came out of the account but no money was dispensed.I went into the bank who told me I had to contact Cardtronics. I contacted them and they stated I had to dispute it with my bank first. I disputed it with my bank and they declined claiming **************** sent them documentation that I benefitted from the transaction. The documentation was only transaction logs which of course would show successful because the money came out of the account. I started the process with Cardtronics again because they said they would step in once my bank declined it. I sent in all documentation and included a cover letter that started with To Whom this may concern, as I was unaware of who would be reviewing the case. A few days later, I got an email stating I did not send the information. I called immediately and spoke to two ***s who BOTH hung up on me. The second one was laughing and when I called him out on it, he stated "these calls are recorded ma'am", but that did not stop him from hanging up on me and neither *** would provide their names. I called back and got another girl, who confirmed I sent the right documents and escalated to a supervisor. It is now 1/18/2024 and I have not heard from anyone and still have not gotten my money back. I opened a police ***ort for theft because appears there is no urgency for them to get my money back to me and they are extremely unprofessional. They also claim the *** has no camera and no proof of an audit was conducted on that day to look for overage. I honestly just want my money back and ****.

  Business Response

  Date: 01/25/2024

  We responded to the cardholders concerns via email on January 25, 2024. To protect the cardholders privacy, we are not providing you with any details of our conversation. The cardholder may use their discretion in sharing our response directly with you.

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action has not resolved my complaint. 
  

  Via email it was found cash did not dispense from the **** It also stated refund was issued 1/25/24 but today 2/6/24 I am still waiting for my $340 refund. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 02/20/2024

  Cardtronics requested a credit adjustment of $340.00 and estimated that it could take between 5-7 business days.  However, this varies by financial institution.  The cardholder should follow up with his financial institution to confirm the credit to his account.

  Customer Answer

  Date: 02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:01/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A cardtronics ATM terminal at a CVS location did not dispense my money yesterday. The terminal only dispense me $240 of the $300 I requested or attempted to withdrawal. I spoke to 3 different Cardtronics reps and got different responses of what i have to do. Cardtronics does not take full responsibility for such occurrences and requires that their customers or victims of their misfunctioning machines require that the credit card give them a dispute or failure to file a dispute letter before they investigate or audit their devices and will give you your money or submit a reverse credit back to your card company. This requirement in my opinion makes the Cardtronic machine user a victim all over again and makes the customer do what should be the job of Cardtronics. So I followed their requirement and was unsuccessful after 2 attempts to get the company, Chime or Bancorp to file a dispute. The second Cardtronic rep refuse to give her name when asked and said that I only needed to call back but that she noted my file and that any Cardtronics rep could help me. It was pretty obvious that this rep was working remote. She stated that if Chime did not file a dispute by request to call back and ask that the matter be escalated on their end. I did so and the next Cardtronics rep said they must have a dispute letter filed. So Cardtronics reps will say inconsistent things. Also, if a customer can simply call back and get matter escalated without a dispute then no Cardtronic rep should say otherwise. Again Cardtronic should do their own job and not require customers to essentially make Chime or any institution do anything. The second rep at Cardtronic is said "I just will fore warn you that Chime the majority of the time will not be willing to file a dispute". And this is also why she suggest I call back if this was the case and I did and was told that Cardtronics has to have a dispute before doing anything. Date of transaction 12/12/2024. Terminal number: VS006652.

  Business Response

  Date: 02/13/2024

  Cardtronics received a regulation E claim related to the subject withdrawal transaction on January 19, 2024.  Cardtronics did not dispute the regulation E claim.  As a result, the cardholder should have received a credit back for this transaction by now.

   

  Regards,

   

  Nick

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/4/24 I used an ******** *** to withdraw $200 from my ******** **** ******** I was finishing an email when it dispursed the money so I didn't realize it did so. Very quickly it sucked the cash back into the ATM and bounced me back to the home screen. I assumed it would reverse the charge and it didn't. I called ******** customer service and they said I have to file a ********** * ******* **** ********* They also opened a case on their end using the ATM terminal ID on the receipt I was given from the ATM which showed I took out the $200 but I NEVER RECEIVED THE CASH! I opened a dispute with ******** and it was denied. I then called ******** daily for 4 days straight asking to speak with a supervisor and was unable to get one to call me back or be available when I called. I'm so frustrated that ******** just keeps my money with no recourse. I live paycheck to paycheck and $200 is alot of money to me. Please help!

  Business Response

  Date: 01/22/2024

  We responded to the cardholder’s concerns via email on January 16, 2024. To protect the cardholder’s privacy, we are not
  providing you with any details of our conversation. The cardholder may use
  their discretion in sharing our response directly with you.

  Customer Answer

  Date: 01/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used a Cardtronics ATM inside *** ** ******** **. Requested $180, but machine only dispensed $40.
  I called the 800 number on machine. After a long wait and a lot of prompts I ultimately was told there was nothing they could do. No investigation, no resolution. I am out $140 they stole from me

  Business Response

  Date: 01/22/2024

  Cardtronics received a formal claim from the ************ **** ** **** ****** on January 9, 2024, with an expiration of January 20, 2024.  Cardtronics is not contesting the claim.  The timing of the refund to the cardholder varies based on the network and the financial institution.

  Customer Answer

  Date: 01/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.