When a cardholder is charged at a Moneypass ATM, what am I supposed to do?

In the case that this happens, there’s a certain set of procedures that a Member Service Specialist should take:

1) Look at the card holder’s transactions. Check to see there is a withdrawal fee, and not the $3 CARD.com fee (this should not be refunded).

2) Obtain an address of the withdrawal transaction. Verify that it is an actual Moneypass ATM.

3) If it is a Moneypass ATM, and the cardholder was incorrectly charged, report the issue to Ariana, and she will credit the amount back to the customer.

4) Ariana will make a list of all the incorrect transactions, and send those to Oscar. He will give that list to Moneypass, who will then reimburse us for the full amount.