What should I do if I failed to withdraw from an ATM but the balance was still deducted?

Should you find that your account balance has been deducted even after an unsuccessful ATM withdrawal, take the following steps:

1. Immediately reach out to Stella's customer support

• Report the unsuccessful withdrawal attempt and the discrepancy in your account balance to us right away. 

2. Investigation Initiated

• Stella Pay will investigate the transaction on your behalf. We may request additional details or documentation from you to aid in the investigation process.

3. Await Resolution

• Once the investigation is underway, we will work to resolve the issue. Please be aware that investigating and resolving such issues can take time. Typically, it may take up to 45 days or longer to complete the necessary steps and issue a refund.

Please ensure that you provide accurate information and promptly respond to any requests from Stella Pay to facilitate a swift resolution of the issue.