Banking entities always strive to guarantee the quality of the banknotes they deliver through their ATMs. However, on rare occasions, a counterfeit or torn banknote may end up in your hands.
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In this situation, the Financial Superintendence of Colombia and Asobancaria have established a process for you to claim a bill in good condition and authenticated in the corresponding bank.
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If the cashier gives you a torn or counterfeit bill, all you have to do is follow a few simple steps.
If you ever find yourself in the situation of receiving a counterfeit or damaged bill at an ATM from a bank, it is essential that you follow these steps:
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1. Go to the bank as soon as possible. The Financial Superintendence establishes a period of 3 days to make this claimalthough it is important to take into account that the time may vary depending on the bank in question.
2. Write a letter detailing the situation. In it, you must include the number of affected bills, their denomination, the card number with which you made the transaction, the place and the date the operation was carried outas well as your basic contact information.
3. Check with your bank if it is necessary to complete a claim form. If so, please be sure to include all pertinent information on the form.
4. The bank will verify if the bill is false or if its broken condition prevents its use. At this stage, the bank will be in charge of verifying that the series and denomination of the banknote match with those that were delivered by the ATM.
5. Once the verification is done, there are two possible scenarios:
– If inconsistencies are detected in the information provided, unfortunately the refund will not be made.
– In case it is confirmed that the ticket or tickets were delivered by the ATMthe bank made the cash refund to the affected customer’s account.
How to know if a ticket is fake?
To avoid headaches, the Bank of the Republic has shared several ways to identify them:
- Verify that there is high relief in the images and texts.
- Check color changes.
- Verify that all the images appeared very well defined against the light.
- Check fluorescence.
- Verify that there are microtexts.
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