Complaints

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:02/06/2025

  Type:Billing 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.

  AVOID Euronet ATMs in EUROPE ALTOGETHER!
  
  I withdrew 250 euros at Lisbon AIRPORT and were charged a total of 306 us dollars without any receipts!The ATMs were purposely set up to trick tourists and people will hardly read the fineprints on the machine.. Such a shameful company in Europe. Watch for these EURONET ATM machines at airports and everywhere.

  Business Response

  Date: 02/10/2025

  Dear *** *********, 
  
  We appreciate you sharing your experience with our ATM at Lisbon Airport and are sorry it did not meet your expectations. We take this opportunity to provide you with some clarifications. 
  
  Euronet ATM screen flows are designed in a way that all applicable fees are clearly displayed on the screen for every transaction performed. Our ATM screens are in full compliance with European regulations and the respective Card Network rules. A fixed fee applies to all cash withdrawals in Portugal. In addition, for international transactions, our ATMs may offer the client the option to choose between a) their bank to make the currency conversion with their exchange rate, or b) Euronet to perform the currency conversion using the rates and fees displayed on screen. Furthermore, the client can also cancel the transaction at any time without any fees. 
  
  The above fees cover the costs of providing global reliable 24/7 ATM service. As you understand, this involves significant operational expenses. On this basis, our rates are comparable and competitive. 
  
  If you wish to dispute a transaction, you can initiate a formal Charge Back process by contacting your bank and making a claim. If your claim is valid, your bank will contact Euronet to resolve the issue. 
  
  We remain at your disposal.

• Initial Complaint

  Date:10/19/2023

  Type:Billing 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.

  We live in the United States. On September 28, 2023, we went to Vienna Austria for vacation. We landed at the vienna airport after a long 9 hour flight. We wanted to get some cash (euros) at the airport from an ATM machine thinking that it would give us the best exchange rates. I withdrew 300.00 Euros at the EuronetWorldwide ATM machine (ATM ID: ENAT1155) at 09:21AM. During the transaction, the only thing I noticed was the 3.95 Euros for Access Fees. After I got the receipt from ATM machine, I noticed there was a “Markup” of 13.95%. This is an outrageous amount to charge for
  
  service fees for pulling money out of an ATM Machine. Typically ATM machines charge a fee of 1%-3% for their services. 13.95% is predatory to say the least. This ATM machine was located right at the baggage claim area where the arriving passengers are typically tired and jet legged and confused. EuronetWorldwide takes advantage of this fact and scams people out of their money with excessive charges. I don’t remember seeing the markup charges on the display screen and even it was displayed to me, it was not clear enough for me understand what I was being charged for withdrawing cash out of their ATM Machine. 13.95% markup on 300.00 Euros is 40.11 Euros. 40.11 + 3.95 = 44.06 Euros for fees. The transaction amount was 366.39 Dollars in USD. THE EXCHANGE RATE ON THE RECEIPT STATES THAT THE EXCHANGE RATE IS : 0.8295 Euros. 44.06 Euros is equal to $53.11 dollars. Not only the transaction amount is incorrect, the charges for fees are also predatory. We are asking for full refund of $66.39. The difference between $366.39 USD - $300.00 (cash received) = $66.39.

  Business Response

  Date: 10/30/2023

  Dear *** ***** ******, 
  
  Thank you for your message and for sharing your experience using our ATM at the Vienna Airport. We take this opportunity to provide you with some clarifications and suggest options. 
  
  Providing a global reliable ATM service comes with significant installation and operational costs. The incurred costs include but are not limited to software updates encompassing the latest security measures, cash filling, real estate fees, and maintenance to ensure uninterrupted ATM services 24/7. On this basis, our rates are comparable and competitive. 
  
  Euronet ATM screen flows fully comply with the rules and regulations of both European Authorities and the respective Card Schemes and Payment Networks. All applicable fees are clearly displayed on the ATM screen for every transaction performed across our network. Our ATMs offer the client the option to choose between a) their bank to make the currency conversion with the exchange rate determined by their bank or b) Euronet to perform the currency conversion using the rates and fees displayed on the screen. At any point, the client can also opt c) to cancel the transaction without any fees. For the transaction in question, Euronet was selected for the currency conversion, so the applicable fees are the Direct Access Fee (EUR 3,95) and the markup % expressed over the currency conversion rate of the European Central Bank.
  
  In case a client feels that the provided service was not clear or they desire to submit a claim, there are two options: 
  
  1) Contact Euronet’s Customer Service team at  [email protected] and provide specific details about the transaction to help assess the situation. The required information includes i. ATM address or ID, ii. date & time of transaction, iii. card number in safe format (i.e., first six and last four numbers), and iv. your contact details. We will forward the information you provided to the respective department, but we still require your card details in a safe format to complete this standard procedure.
  2) Contact your Bank and make a Claim following the formal Chargeback process. Once raising the relevant claim, should there be a valid case, your Bank will contact Euronet to resolve the matter.
  
  We remain at your disposal.
  
  

  Business Response

  Date: 11/01/2023

  Dear *** ***** *******
  
  We appreciate your response and, as mentioned before, we would like to kindly ask you to connect directly with our customer service team through the directions in our prior response.
  
  Sincerely,

  Euronet Customer Service

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I already contacted their customer service department and we have been exchanging emails and no resolution so far.  For the Nth time, the actual fees/charges are NOT clearly displayed on the ATM machine when withdrawing cash.  The only fee that was shown was 3.95 Euros.  In reality, they charged me nearly $50.00 dollars for withdrawing 300 Euros.   If this is not robbery, I don’t know what is…   I am still waiting for them to refund the excessive fees they took from me.
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:07/15/2023

  Type:Billing 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.

  Euronet is a predatory company and is 100% a scam. Went to withdraw some euros with my American debit card. Asked to withdraw 200 euro. When I saw the conversion rate, I cancelled the transaction. I began to walk away but I heard the machine whirring as though it were dispensing cash. I looked back and saw it did not cancel my transaction but instead dispensed three times the amount of money I requested: 600 euro. When I looked at my bank, they charged a $109 fee on top of the amount I didn’t request for the transaction I cancelled. The machine then flashed an Image of a receipt but didn’t print one. These people should be absolutely ashamed of themselves.

  Business Response

  Date: 07/24/2023

  We are sorry to hear about your experience with our ATMs. Please contact our customer service team at *********************************** so that we can assist with your situation. Thank you.

  Customer Answer

  Date: 07/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I attempted to submit the customer service form and it did not work. I would like to resolve the issue through BBB.
  
  
  
  Regards,
  
  
  
  Elizabeth Alarid

  Business Response

  Date: 07/25/2023

  We believe the form is operational but apologize for your continued difficulty in getting this situation resolved. We could not determine the country where this happened in your information. Can you visit ************************************************************** Click Europe and then the Country where this happened. Please call the ATM Customer Service helpline listed where you can get assistance.

  Customer Answer

  Date: 07/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this occurred in Ireland. The hotel manager at the accomodation in which the ATM was located called your 1-800 number and was told, essentially, "sorry, we're not going to do anything." I wish to resolve the matter through BBB. 
  
  
  
  Regards,
  
  
  
  Elizabeth Alarid

  Business Response

  Date: 08/04/2023

  Dear Ms. Alarid:
   
  We apologize for this continued discomfort. We would like to provide you with the following clarifications and some next steps.
   
  ATM operators, and in particular Euronet, are subject to on-screen disclosure requirements under both European-wide regulations and the rules/regulations of the respective card/payment networks. The screen flows deployed by Euronet are in compliance with these requirements and are also audited by the relevant card/payment networks from time to time. A user of Euronet’s ATMs is free to cancel a transaction at any point in the transaction process. Should the user select to continue with a transaction, a choice is offered onscreen making it clear that either his Bank process will apply or the Euronet process will apply – again the user of the ATM has the full choice whether to proceed or not.
  
  Concerning your transaction and request:
  
  - We will need your transaction details (ATM address or ID, date & time, your Card number used on the ATM in a safe format i.e., first 6 and last 4 numbers).
  - The above details should be sent to ************************** along with your email address and phone number.
  - Unless we have such details, we cannot identify the transaction and assess the situation.
  
  Looking forward to helping you resolve this matter.

• Initial Complaint

  Date:08/11/2022

  Type:Billing 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.

  This is in regards to a predatory "Dynamic Currency Conversion" ATM practice. When people like myself are on vacation and are in a foreign country, we have little choice when searching for an ATM for Euros or to get the currency of that country. When I saw the 13% markup on the receipt of the Euronet ATM, I couldn't believe it. On the day in question, the official exchange rate was 1 Euro = 1.0496 US dollar, way off from what the company charged. This happened on June 18th, 2022 in the airport in Rome, Italy with the USA based company. Isn't there a max allowed by law to charge as a fee to get money out of an atm machine? Please call me anytime to discuss. Thanks.

  Business Response

  Date: 08/12/2022

  We are sorry to hear that you feel that you have had a bad experience with Euronet. 
  
  Customers using our ATMs with a foreign currency card are offered a choice to accept or decline currency conversion. The rate offered (and applicable fees) are clearly displayed before the transaction and you can choose to decline or accept this rate before proceeding to the withdrawal.  Customers can also cancel the transaction at any stage and Euronet will never charge a customer to cancel a transaction.
  
  As you would expect, operating ATMs costs money – for security, cash delivery, technology, rent and service. We believe our charges are fair and reasonable and they are clearly displayed prior to any transaction; our services fully comply with applicable rules and regulations.
  
  We place our ATMs in direct response to demand from customers and we offer an important facility to consumers and local businesses as they benefit the most from access to cash.
  
  We also offer the feedback forms at ******************************* for customers who have questions about a specific transaction.