ATM Cash Deposit to Credit Card Not Posted (Philippines): Remedies, Legal Bases, and Practical Steps

This is general information on Philippine law and banking practice. It’s not a substitute for specific legal advice on your situation.

Executive summary

If you deposited cash via an ATM/Cash Deposit Machine (CDM) to pay your credit card and the payment didn’t post, treat it as an accounting/reconciliation error—not a merchant dispute. Your first line of remedy is with the issuing bank’s complaints unit (and, if different, the ATM owner). Keep your deposit receipt and file a written complaint immediately. If unresolved within the bank’s stated timeline or the resolution is unsatisfactory, you can escalate to the Bangko Sentral ng Pilipinas (BSP) under the Financial Consumer Protection Act of 2022 (RA 11765). “Chargeback” rules apply to card purchase transactions; for cash deposits, the correct path is deposit trace/adjustment, though similar dispute-handling discipline (evidence, timelines, escalation) still applies.

Why posting failures happen

Envelope/CDM issues
- Envelope jam, unreadable notes, counterfeit note detection, or cassette miscounts.
- Cut-off timing (e.g., deposit made after clearing cut-off posts next banking day).
Misdirected deposit
- One digit off in the card or account number; payment went to a different account.
Network/host downtime
- Temporary disconnect between the ATM acquirer (owner) and the issuer (your bank).
Name/reference mismatch
- For “bills payment” style deposits, reference numbers must exactly match the card/account.
Compliance flags
- AML/CFT or fraud screening placed the deposit on hold pending review.

Legal and regulatory framework (Philippine context)

Financial Consumer Protection Act of 2022 (RA 11765) Requires banks and other financial service providers (FSPs) to have accessible complaint-handling, clear timelines, fair redress, and to preserve and produce relevant records. You have the right to raise disputes and to receive reasoned decisions and redress where due.
Credit Card Industry Regulation Act (RA 10870) Regulates credit-card issuers, including transparent billing, fair treatment, and clear mechanisms for error resolution (e.g., erroneous finance charges caused by bank delay should be reversed).
Consumer Act of the Philippines (RA 7394) Imposes general duties of honest and fair dealing and redress for defective services—supportive in disputes about handling your payment.
National Payment Systems Act (RA 11127) Establishes oversight over payment systems and operators. Helpful when the problem relates to interbank networks or switches involved in routing ATM/CDM transactions.
Data Privacy Act (RA 10173) Enables you to request access to personal data related to your transaction (e.g., CCTV footage where you can be identified, logs that are your personal data), subject to lawful limitations and retention policies.

Note: BSP circulars and issuers’ published complaint-handling policies specify internal timelines and documentary requirements. Exact days vary by institution; use the bank’s official policy and acknowledge times stated in its complaint acknowledgement.

Immediate steps (Day 0–1)

Secure your proof
- CDM/ATM receipt (or kiosk slip), timestamp, location, terminal ID.
- Photos of the receipt and, if available, the screen showing “Transaction Accepted.”
- Video/CCTV request marker: note the date/time and camera location; CCTV retention can be short.
Check cut-off and processing windows
- Many CDM deposits post next banking day if after cut-off. If you’re still within the bank’s stated window, monitor first, but do not miss your credit-card due date.
Call the issuer; get a ticket number
- Ask for the formal complaint reference number and the expected resolution timeframe.
- Request a “deposit trace” or “CDM adjustment investigation.”

Formal written complaint (Day 1–3)

Submit via the issuer’s official complaints channel (email/webform/branch). Include:

Subject: Non-Posting of CDM Cash Deposit for Credit Card No. ••••1234 on 15 Sept 2025
Facts: amount, date/time, ATM/CDM location and owner bank, terminal ID, reference no.
Evidence: receipt image; bank SMS/app screenshot; any attendant’s incident report.
Relief sought: (a) immediate credit of payment with the original value date; (b) reversal of any late fees/finance charges caused by bank delay; (c) written confirmation of corrections.
Legal basis (short): RA 11765 (fair, timely redress), RA 10870 (fair credit-card billing), and bank’s own complaint policy.
Note on urgency: highlight if posting delay risks delinquency reporting.

Keep communications in writing. If you talk by phone, summarize in an email to create an auditable trail.

What the bank’s investigation typically checks

Switch/host logs (BancNet or relevant network), journal tapes, and electronic journals.
CCTV footage for the time of transaction (if sought).
Cash cassette reconciliation and envelope audit (if envelope-based).
Account posting queues and exception reports for misdirected or held items.

Outcomes:

Confirmed received → manual posting/adjustment with value dating to your deposit time or the next banking day per policy.
Misdirected deposit → transfer to the correct card (requires proof; may need an affidavit if any digits were miscoded).
Unreconciled (cash not found) → the bank should present documentary findings; you may escalate.

Fees and interest: how to fix them

If the delay was not your fault, request:

Reversal of late payment fees and finance charges caused solely by the posting error.
Correction of credit bureau reporting (no past-due flag) if delay crossed your due date.
Waiver of collection harassment: collectors should be instructed to hold calls while the dispute is pending.

Cite RA 10870 duties of fair and transparent billing and RA 11765 consumer protection principles. Provide your complaint reference and the bank’s acknowledgment when asking for reversals.

When “chargeback” is (and isn’t) correct

Not a chargeback: Cash deposits to your credit-card account via CDM/ATM or bills-payment terminals are account credits, not merchant purchases. The proper remedy is deposit trace/adjustment with the ATM owner and your issuer.
Chargebacks apply when you’re disputing a card purchase (e.g., duplicate posting, non-delivery). If your “deposit” was actually a carded transaction at a partner outlet (e.g., they swiped/tapped your card claiming to “pay your bill”), that is not a deposit; it is a purchase and may be chargeback-eligible if unauthorized or misrepresented.

Escalation pathways

Within the bank
- Ask to elevate to the Complaint Management/Customer Advocacy team.
- Request a written final response (“final position letter”) if they deny or delay unreasonably.
Bangko Sentral ng Pilipinas (BSP)
- File a complaint if (a) the bank fails to respond within its stated timeline, (b) the response is unsatisfactory, or (c) you face continuing harm (fees, collections).
- Provide: your narrative, evidence (receipts, emails), the bank’s final response (if any), and your desired remedy (credit posting with value date, fee reversal).
Alternative fora
- Mediation through the bank or accredited centers.
- Small claims/regular courts for monetary redress, if needed.
- NBI/PNP only where fraud is suspected (e.g., internal theft, counterfeit-note allegations disproven).

Evidence checklist

Original CDM/ATM receipt (or clear photo).
Transaction reference number and terminal ID.
Date/time stamps; note cut-off if shown.
CCTV request (date and time range); ask the bank to preserve footage.
Issuer’s acknowledgments and ticket numbers.
Billing statement showing non-posting and any resulting charges.
Affidavit if reference number was misentered or the receipt was lost.

Practical timelines

Acknowledgment: Expect prompt acknowledgment per the bank’s policy (often same or next business day for digital filings).
Investigation: CDM reconciliations can take a few banking days; envelope deposits may take longer due to manual cash counts.
Final decision: If no resolution by the bank’s stated outside date, escalate to BSP with your paper trail.

Always ask the bank to value-date the adjustment to prevent interest/fee cascades.

If your credit-card due date is imminent

Make a second, small backup payment (e.g., minimum amount due) through a real-time channel (online transfer from the same bank, PESONet/Instapay with proper reference) to avoid delinquency, then seek reversal of any redundant charges once the first deposit is traced.
Flag that the duplicate was mitigation, not an admission of fault, and request refund or credit after the original deposit is found.

Special situations

Different ATM owner vs. issuer: You can (and should) notify both banks; the ATM owner will reconcile the cassette/envelope and journals, while the issuer controls your card ledger.
Counterfeit-note allegation: Ask for the note verification report. If they claim counterfeits, you may request BSP validation; genuine notes should be credited.
Mismatched account number: If you mistyped digits, ask for good-faith correction; some banks process “found funds” adjustments when evidence clearly shows intent and identity (receipts, ID, card).
Lost receipt: Provide any SMS/app alert, approximate time, and CCTV request; be ready to execute an affidavit of loss.

Sample complaint template (you can copy-paste)

Subject: Non-Posting of Cash Deposit via CDM — Credit Card ••••1234 — PHP 12,500 — 15 Sept 2025

Dear [Bank Complaints Unit],

I am reporting a non-posting of my cash deposit intended for Credit Card ••••1234. Details: • Amount: PHP 12,500 • Date/Time: 15 Sept 2025, ~19:42 • CDM/ATM Location & Owner: [Branch/Mall, Bank] • Terminal ID / Reference No.: [xxxx / xxxxxx] • Evidence: receipt attached; photo of CDM screen attached

Please initiate a deposit trace/adjustment and value-date the posting to prevent fees/interest. Kindly reverse any charges caused solely by this delay and confirm in writing. This request is made under RA 11765 (fair redress) and RA 10870 (fair credit-card billing).

I also request preservation of CCTV footage for the stated time and location and access/summary consistent with the Data Privacy Act (RA 10173).

Please acknowledge this complaint and advise the reference number and resolution timeline.

Sincerely, [Name, contact details, IDs]

Frequently asked questions

Q: Can I insist on immediate posting once I show the receipt? A: Banks still need to reconcile the CDM/ATM cash and logs. You can ask for provisional credit if policy allows, but final posting typically follows reconciliation.

Q: Will this hurt my credit score? A: If late markers were caused solely by the bank’s delay, ask for retroactive correction and no past-due reporting. Keep your evidence and request written confirmation.

Q: Is BSP the first stop? A: No. Raise it with the bank first; then escalate to BSP if unresolved or if the bank fails to act within its own timelines.

Q: What if I typed the wrong account/card number? A: It’s harder but not hopeless. Provide proof (receipt, ID, card). Banks can process adjustments if the mispost is traceable and funds are intact.

Key takeaways

Treat non-posted CDM/ATM credit-card payments as deposit trace/adjustment issues, not standard purchase chargebacks.
Document everything immediately; write your complaint and keep the ticket number.
Seek value dating and fee/interest reversals where the bank delay caused harm.
If the bank’s response is lacking, escalate to BSP under RA 11765 with your complete paper trail.

If you want, I can turn the template into a fill-in-the-blanks PDF and a short email you can send to your bank’s complaints unit.