On October 8, 2026, at a Kapitalbank ATM located on the premises of the TTZ market in the Mirzo-Ulugbek district, funds and a transaction fee were debited from a customer's account, but no cash was dispensed. JSCB «Kapitalbank» has prepared an official response regarding this matter.

According to the investigation, the ATM was non-operational due to technical issues at the exact time the customer reported the incident. Following a referral to the relevant bank departments, the issue was resolved, and the funds were successfully credited back to the customer's bank card.

Transaction Verification and Refund Timelines

In cases where an ATM debits funds without dispensing cash, the customer's claim is forwarded to a specialized department for review. The investigation involves analyzing the ATM's technical logs, transaction history, and specific details of the operation to determine the exact circumstances and identify the cause of the failure.

The investigation is conducted in accordance with Bank regulations and takes up to five business days. This timeframe is required to cross-reference technical logs with transaction details and formally verify the incident. The Bank recognizes that the temporary inability to access debited funds can cause additional inconvenience to the customer, and strives to resolve such matters as quickly as possible.

Cash Withdrawal Fees

In accordance with the bank's tariff schedule, cash withdrawals from Uzcard and HUMO cards via ATMs are subject to a 1% fee on the total transaction amount. Depending on the terms set by the acquiring bank, an additional fee may also apply.

Kapitalbank provides timely updates to its customers. All information is available on the bank's official website and its social media channels.