In October 2004 a Euronet ATM in Prague at the lobby of the bank HVB at Namesty Republicky took back my money (8000 Kc) before I could take it. I took my card and receipt first and then started to take the money but I was stunned when the machine suddenly took the money back. The machine was in the lobby of the bank HVB at Namesti Republicky. Upon discussing the matter with a bank representative just inside the door, I was surprised to learn the machine was not owned and operated by the bank but rather by an outside firm, Euronet. The bank representative put me in touch with a representative of the outside firm by telephone. That individual assured me the discrepancy would be found at the end of the day and my account would be credited but he would not give me any documentation ("It is not possible&quot. Similarly, I could get no documentation of my complaint from anyone at the HVB bank, even though I talked to the bank representative, his supervisor, and the supervisor's supervisor ("It is not possible&quot. The Czechs have a long way to go as far as a consumer friendly culture is concerned.

After returning home I reported the problem to my California bank which initiated a claim and immediately gave me a provisional credit pending the claim resolution (In California everything is possible). Subsequently, I found a website for Euronet and an email address for the official responsible for the Prague region. I contacted the official who acknowledged there had been a discrepancy at the ATM that day, and advised that "your rights will be respected." Recently (3 months after the incident), the bank informed me the credit was made permanent as no reponse had been received to their claim. I suppose it could be said the ATM Representative I talked to at the Bank was indeed correct, as I did receive the credit. However, it was no thanks to his organization.

I am thankful for living in the USA where the culture generally is consumer friendly. I am also grateful for the help and responsiveness of Wells Fargo Bank. My next trip to Prague will find me using only ATMs at a Bank and belonging to the Bank and taking the money first.

I'm thankful to live in the USA as well, but banks are not always consumer-friendly. My bank (Chase) double-debited my checking account a couple of months ago, it was only $43 and change, but it has take 3 months to resolve this in my favor (I was denied the first time even after I produced receipts.)
So bureaucratic snafus happen everywhere, I fear. I do think it is good advice, anywhere, to use a bank atm as opposed to atms that may be found in stores or other venues, but unless I'm misreading, that IS what you used when you had the problem.

Hi Herman,

>It is not possible.<

This is a standard European phrase, equivalent to "Not my job".

Glad it turned out well for you.

well, perhaps that was confusing but some banks do outsource their ATM management to Euronet in Europe, that isn't the only one. Basically, they don't have a lot to do with it if they are outsourcing it, probably, and didn't really see you as any customer of theirs.

You have a pretty rosy view of customer service in the US, one which I don't share. That bank is Austrian, anyway.

"Consumer friendly" or not, the main reason you were successful in this unfortunate matter was because YOU pursued it. Frankly, if you spoke the local language you may have gotten even farther before you ever left Europe whether that bank had "outsourced" their ATM or not.

I'm glad it turned out successfully for you.

I'm trying to picture how many banks you might encounter when traveling in the US where if this happened you'd have had any more luck. (I'm not talking about at your own bank where you might be a known customer). Do you honestly think the bank manager would go open up the ATM immediately and check it all out? I can't picture that, and I can't imagine the red tape being taken care of overnight either, if at all.

I'd say what happened was a fluke, and they handled it as well as can be expected. Probably as successfully as most banks in the US would have done.