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Business Profile

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Cardtronics

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Cardtronics has 5 locations, listed below.

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    Customer Complaints Summary

    • 81 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/31/2023

      Type:Delivery Issues
      Status:
      Answered
      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 Wednesday, December 27, 2023 at approximately 5:28pm, I visited one of the ATMs and withdrew $400 from the atm. I got distracted and the money retracted back into the atm. I've tried calling the number on the ATM as well as ***** and received a denial email, even after submitting evidence. I would like help getting my money please. I have also submitted a rebuttal against the denial letter. Also no one seemed to know about the form that needs to be submitted.

      Business Response

      Date: 01/04/2024

      We responded to the cardholder’s concerns via email on January 4, 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.

    • Initial Complaint

      Date:12/25/2023

      Type:Product Issues
      Status:
      Answered
      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 an ATM to withdraw 200 USD. The money appeared, as I put my card in my wallet and went to take the money, the machine took the money and printed me a receipt indicating that the transaction was completed: "Dispensed ". the withdrawal of 200 usd was made from my bank account with ATM fees without receiving the money. The latter to spend Christmas.I called the service number with no response. Please help me get my money *********: 12/25/2023 Time: 11:27 Terminal: PA001861 Kiosk Address: ************************************** Sequence #: 377 US Debit: A0000000042203

      Business Response

      Date: 01/16/2024

      We responded to the cardholders concerns via email on January 5, 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:12/22/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Subject: Disputed Transaction #******** - Incomplete Withdrawal at Allpoint ATM

      Dear [BBB],

      I am writing to file a complaint regarding a transaction (#********) that occurred on Saturday, December 16, 2023, at 10:22 AM, at an Allpoint ATM. During this transaction, I attempted to withdraw $100 from my ***** account but only received $80.

      Despite repeated attempts to address this issue through the ***** app, as advised by their support agent, the dispute related to this incomplete withdrawal has not appeared within the app interface. Consequently, I have been unable to submit necessary documentation to resolve the matter.

      My specific concern is the $20 discrepancy between my requested withdrawal amount and the amount dispensed by the Allpoint ATM. The failure of the ***** app to display this dispute has hindered my ability to provide supporting documents for resolution.

      I am seeking swift assistance in rectifying this issue and crediting my account with the outstanding $20.

      Your prompt attention to this matter would be greatly appreciated.

      Customer Answer

      Date: 01/08/2024

      Better Business Bureau:



      This letter is to inform you that Cardtronics has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/22/2023 and assigned ID ********.



      Regards,


    • Initial Complaint

      Date:12/09/2023

      Type:Product Issues
      Status:
      Answered
      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 10/27/23 I used a Allpoint Cardtronics *** located at ********************************************************************************************** Upon retrieving my card a message displayed on the *** screen that I had exceeded the timeframe and the *** retracted my money back into the *** Machine, I frequently used this *** and never knew it could possibly take your money back, seriously its 2023 why would a *** machine retract your money? every response from cardtronics is we have a small team and thats its pending, this appears to be a common issue with their *** machines, Allpoint Cardtronics *** machines are free for ***** customers which by the way was absolutely no help to me, Although the transaction receipt says dispensed, I did not receive the money because the slot closed before I could get the money. This is Ridiculous I need my $190 back.

      Business Response

      Date: 01/03/2024

      We responded to the cardholders concerns during our conversation on December 12, 2023.  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:12/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Went to *** and requested $400 but the machine only gave me $20 I am missing $380 that the *** didnt give me. I still dont have my money back. My card cant do anything because its saying the *** gave me my money but they didnt and AllPoint says I should have it back by now and I dont. I am not getting any answers and I need my money back. Can you please help.

      Business Response

      Date: 12/11/2023

      We responded to the cardholders concerns during our conversation and by email on December 6, 2023. 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: 12/12/2023

      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.  

      [Provide details of why you are not satisfied with this resolution.]

      Regards,


       

    • Initial Complaint

      Date:10/12/2023

      Type:Product Issues
      Status:
      Resolved
      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 9/22/23, I went to a ********* on **** **** ****** in Memphis, Tennessee and used my **** *** card at a Cardtronics ATM machine and withdrew $400. I was also charged $3.50 in fees.

      The cash dispensed and sat in the slot. While talking to my nephew and getting my wallet ready, the money went back into the machine and the ATM's screen had a message saying my time limit was up. I was not aware that the machine even had a time limit and it gave me no type of warning.

      I called the number on the ATM and spoke to a Cardtronics agent, while at the same time chatting on **** *** with one of their agents. The Cardtronics agent said I could file a Regulation E and **** *** could give me a provisional credit to cover my missed money, but the **** *** agent said it could take up to 45 days to resolve this dispute.

      On 9/25/23, I received two emails from **** *** DENYING my claim, one email for the $400, the second email for the fees. I contacted **** *** and chatted with an agent who said I could file another dispute. I also called Cardtronics and spoke to another agent who guided me on filing a dispute, which involved including pics of my **** *** conversation as well as my ATM receipt. I was also given a reference number. I emailed all of this info to Cardtronics under their customer dispute services.

      As of this writing, today being 10/12/23, I have heard nothing from Cardtronics, and **** ***'s denial remains intact. I have called Cardtronics, but all I get is music and no live person on the phone after a lengthy wait time. I also have not received any emails.

      Therefore, I am seeking the assistance of the BBB to help resolve this matter and to help me get my $400 plus fees back.

      Business Response

      Date: 10/24/2023

      We responded to the cardholder’s concerns via email on October 13, 2023. 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: 10/25/2023

      [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:05/26/2023

      Type:Product Issues
      Status:
      Resolved
      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 am writing to you today to request your help in getting a refund of $200 which was taken from my ***** ***** Bank account (Account # 042207735-**********) at an ******** ATM on April 4, 2023. I have attempted to contact ******** Corporate headquarters. In addition, I have contacted ***** ***** Bank Headquarters in Cincinnati, Ohio, a second time. As of today, I have gotten no response.
      I did withdraw $200 from my account at an ******** ATM in a *** ***** Convenience Store in Pace, FL. Before I could take the money, it was quickly "sucked" back into the ATM. I immediately tried a second time to withdraw $200 from the same ATM and gathered the cash when it was dispersed. I have enclosed a copy of the statement that records my transactions.

      In all my years of banking with a variety of institutions, I have never had any issue whatsoever with an ATM. The video on the ATM at the store should surely show that I am telling the truth. I have been a loyal customer of ***** ***** Bank for more than two decades. I have had at least one mortgage, one HELOC, one checking account, a money market account and two accounts with my children.

      Before I pursue litigation, I insist that ******** return my $200 to my ***** ***** account. I believe my funds were guaranteed under the FDIC. In addition, I would like to receive a copy of the documents you might use in your research.

      Business Response

      Date: 09/11/2023

      We responded to the cardholder’s concerns via email on July 25, 2023. 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: 09/11/2023

      [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:05/23/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Cardtronics atm inside a ********* pharmacy store was used with a credit karma debit card to withdraw $400 the atm door malfunction and did not open for me to take the cash a receipt came from the atm showing $400 deducted from my account I informed both companies credit karma and Cardtronics to submit a dispute to return my $400 and both companies denied my claim

      Business Response

      Date: 09/11/2023

      On this matter, the cardholder submitted a Reg E claim on
      2/20/2023.  The claim was settled on 3/17/2023, meaning that a credit
      should have been placed on the cardholders account a few days afterwards. 
      Unfortunately, the credit was not posted until June 16, 2023, likely due to the
      processes of the cardholder’s card issuer/bank.

    • Initial Complaint

      Date:04/07/2023

      Type:Product Issues
      Status:
      Resolved
      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 visited a *** store located at *** **** **** ******* ************** ** *****, on March 27, 2023 to withdraw money from my MoneyNetwork for $230.00 using the Allpoint ATM machine. The machine did not dispense the $230.00 and a message on the screen stated that it was out of order. A receipt printed stating, "Transaction denied". The time was 12:52pm. I contacted Money Network customer service and spoke to two agents. The agents stated that the process to receive my money back would take 7-10 days. I have not received the funds. I have attempted to contact Allpoint ATM customer service and I have not been able to speak to anyone regarding this issue, so I am reaching out to BBB to help me resolve this.

      Customer Answer

      Date: 04/11/2023

      Better Business Bureau:



      This letter is to inform you that Cardtronics has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/7/2023 and assigned ID ********.



      Regards,


    • Initial Complaint

      Date:01/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 12/24/22, I tried to withdraw $400 from a cardtronics ATM in Mt Pleasant, SC - Terminal ID ********. The company took $400 from my bank account, however the ATM was out of cash so $0 was disbursed. I have spent hours and hours on the phone and have a ticket number with the company - *********. The money has not been sent back to my bank account and I am at a loss at how to get my $400 back!

      Business Response

      Date: 01/20/2023

      We responded to the cardholder’s concerns via email and voicemail on January 20, 2023.  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.

    Cardtronics is NOT a BBB Accredited Business.

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