Originally Posted by zacharync
Should I just walk into the local branch and demand that they check their account on the ATM? Maybe I will. No doubt I will get the runaround.
Did I mention that there was no receipt?
Yes. You should go to the branch, particularly if it was attached to that ATM and explain your situation. If there is form to fill, fill it. If not leave a letter.
There needs to be some sort of evidence that you had a problem. You are not the first (or last) person that this has happened to. There IS a procedure for this.
Understand that things are not quite as automatic as you might think. Each ATM machine has a different "account" at its bank. The amount of cash it disburses should match the withdrawals made. There is an electronic record of those withdrawals. When they reconcile the ATM's cash balance (possibly physically counting) with the withdrawals made, they will notice the difference. If there are claims on that difference (such as yours), they'll reimburse them.
If no claims are there, someone will pocket that money (bank, guy who fills up the ATM, etc).
I think you can also presume that you may not be the only one who had this problem today. That helps your case.
No receipt is not good, but you do have (and can print out, presumably), the evidence of your withdrawals from the WF account, which certainly specifies that it was an overseas withdrawal and possibly could even specify which ATM it was.
The best solution is if Banco Industrial gives you the 2000 Quetzales, because that ends everything there. If you want WF to credit you, they are going to go to Banco Industrial first (or worse, an intermediary bank) and try to get their money back that way. It will take longer.
Make sure your claim is in and that it is going through the right channels. Sure it's a pain, but don't get mad, just be persistent.