TEB ATM In Major Tourist Site Failed To Dispense Cash

On the morning of 8 July at around 9:00 a.m., I attempted to withdraw ₺8,800 from a TEB ATM in Sultanahmet Square, slightly uphill from the main square, in the row of approximately six ATMs that are parallel to the tram lines. During the transaction, the machine briefly displayed a message along the lines of “mechanical failure, equipment jam.” It then asked whether I wanted to perform any further transactions or retrieve my card. I chose to retrieve my card. No cash was dispensed at any point. Immediately afterwards, I checked my Australian bank account with Commonwealth Bank of Australia and saw that ₺8,800 had been debited from my Mastercard, even though I never received the money. I took a photo of the ATM directly after the incident and carefully checked the machine for any unusual or suspicious attachments or potential skimming devices. I then contacted TEB using the phone number printed on the side of the ATM. It took some time to be transferred to someone who could communicate with me in English. After I explained that the machine had malfunctioned and that ₺8,800 had been taken from my account without dispensing cash, I was simply told to contact my own bank to reverse the transaction. I was very disappointed that the representative showed no concern about a TEB ATM malfunctioning in a busy tourist area, and no apparent interest in the potential impact on other users. In contrast, when I later explained the situation to Jana, I really appreciated how understanding she was and how clearly she recognised how distressing it is to arrive in a foreign country and feel you have been ripped off, no matter how careful you try to be. I request that this transaction be investigated urgently, that the ₺8,800 wrongly taken in this failed withdrawal be refunded, and that the ATM in question be checked and serviced so that other customers are not put at risk of similar losses. I expect written confirmation of the investigation and the outcome.