What happens if the amount is debited from the account...

When cash withdrawal from an ATM using a card fails due to a technical problem, sometimes the amount may still be debited from the account. In such cases, the bank is required to rectify the account and refund the amount to the customer’s account within the timeframe specified below, whether the customer reports it or not.

In other words, the bank must return the money to the customer’s account within the following time limits. If the bank fails to do so within the stipulated time, you can inform the bank, and if the bank still does not act, you may file a complaint with the Nepal Rastra Bank.

(a) If the card-issuing institution and the ATM used belong to the same institution: within one day after the transaction.

(b) If the card-issuing institution and the ATM used belong to different institutions, but both are Nepali: within three days after the transaction.

(c) If the card-issuing institution and the ATM used belong to different institutions, and one is foreign: within thirty days after the transaction.

The responsibility to reconcile the account within the appropriate timeframe lies with both the card-issuing and the ATM-operating institutions. For further information regarding this, contact the respective institution.

Conduct financial transactions with awareness of regulatory provisions.

Source: Nepal Rastra Bank