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Q: I used an Allpoint ATM and the "surcharge warning message" screen said I would be assessed a surcharge fee for the transaction. Will I be charged? Why does this happen?
You won’t be charged. Due to the technical limitations of certain types of ATM machines, Allpoint is currently unable to prevent the “surcharge warning message” screen from appearing on some ATMs. The verification of Allpoint participation happens while the transaction is processing rather than before, so the surcharge fee page will show up prior to the transaction being completed. Allpoint is working to eliminate this confusion.
You should continue the transaction by answering “yes” on this screen. When you get your receipt, you’ll see that you were not assessed a surcharge (i.e., the withdrawal amount on your receipt will show $20, $40, $60, etc., as opposed to $22.50, $42.50, $62.50, etc., shown when you pay a $2.50 surcharge fee).
Q: I used an Allpoint ATM and was incorrectly charged a fee. How can I get a refund for the fees assessed?
Submit a refund request via Allpoint’s website.
Q: Your website listed a certain ATM as part of the Allpoint network, but when I went to use the ATM, the Allpoint logo was not on the machine. Is this ATM still fee-free*?
Yes. All ATMs listed on the ATM/branch locator are fee-free*, even if the Allpoint logo is not on the ATM. ATMs that are new to the Network are constantly being added and it may take 4-6 weeks to get the Allpoint logo onto these ATMs.