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Business Profile

Automated Teller Machines

Passport Technology Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Automated Teller Machines.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/12/2024

    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.
    On June 23, 2024, I used an *** located at the ******************** in *********, ******, which is owned and operated by Passport Technology. I attempted to withdraw $500 from my account at approximately 9:50 PM. However, the *** did not dispense any cash, yet the funds were still debited from my account.Immediately after realizing that the money was not dispensed, I contacted my bank to report the issue. My bank assisted me in filing a Regulation E claim to dispute the transaction. Following this, Passport Technology provided a "record journal" indicating that the funds had been dispensed.However, Passport Technology further communicated that another transaction occurred 2 minutes and 26 seconds after my attempt, and they assume that another guest might have taken the funds from the kiosk. Despite this assumption, they have not provided any concrete evidence, and their investigation confirmed that there is no surveillance footage available due to the passage of time. Passport Technology has clearly stated that they will not reimburse me for the funds.I am deeply concerned that I am being held responsible for a malfunction of their ***, resulting in the loss of my money. I believe that this is an unfair and deceptive practice, as I followed the proper procedures to dispute the transaction, yet I am left without the funds or any recourse.I am seeking the Better Business Bureau's assistance in recovering the funds that were wrongfully debited from my account and ensuring that Passport Technology is held accountable for this issue.

    Business Response

    Date: 08/27/2024

    We are aware of the incident. Passport Technology processes the transaction. Passport Technology does not own the **** or load them with Cash; Rio Casino owns the units and the Cash.
    After investigating the transaction, it was found that the *** did dispense $500 as expected, per the *** journal. Per **** and Master Card rules, the *** journal is the final source of proof. I have attached the *** journal. The property did not report an overage, and the transactions before and after were all good transactions.
    We shared this information with **** **. The *** networks regulate the rules for handling *** disputes, and all processes were handled correctly.
    **** has posted negative reviews on the Rio website Passport Technology Linkend page. The CEO of Passport has reached out directly to ****. We have done everything we can for the user. Unfortunately, the *** unit did not dispense as it should 
    If you have any further questions, please do not hesitate to reach out.

    Business Response

    Date: 08/27/2024

    The last sentence stated did not dispense as it should. should read the *** did dispense as it should.  

    Customer Answer

    Date: 08/28/2024

     
    Complaint: 22122865

    I am rejecting this response because the *** should have dispensed cash right away and not minutes later. This glitch in the machine should not fall into the customers responsibility.

    Sincerely,

    **** **

Passport Technology Inc. is NOT a BBB Accredited Business.

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