Reimbursement of incorrect withdrawls september 16-18
Due to a technical error with a provider, withdrawals from FOREX ATMs made between September 16 and September 18, 2022 have been charged up to 4 times. This has adversely affected the affected customers, which is very regrettable. Reimbursement is ongoing and FOREX has, together with its supplier, ensured that the error has been rectified and taken measures to prevent it from happening again.
Refunds of incorrectly debited amounts are in progress
According to a confirmation from the supplier, all incorrect charges have now been deposited or are on their way to the affected customers' accounts. The refund, which comes in three parts – one for each erroneous debit – reaches the customer's account at different times depending on which bank the customer has. FOREX now continues to focus on compensation for customers who may have been charged fees in connection with the withdrawal.
Report any charges to FOREX customer service
If you have been affected by incorrectly charged withdrawals, your bank may have also charged you e.g. overdraft fee. In order for FOREX to become aware of it, customers need to notify FOREX customer service. Read more about how to get reimbursed for any fees in the FAQ below.
Claim for compensation
Right now, questions about compensation are assessed on a case-by-case basis and will be handled in the order they are received by us. Read more about how to submit a claim for compensation in the FAQ below.
Frequently asked questions
How could this happen?
FOREX has over 80 ATMs in Sweden, Finland and Norway. FOREX buys these ATMs as a complete service from one of the world's leading suppliers of IT solutions and services for trade and banking. FOREX decides where the ATMs will be located and the supplier takes care of the rest, including the delivery of data files to a company that, among other things, delivers services within card redemption – also this a well-established provider – which means that the withdrawal is debited to the card.
This solution has worked efficiently, painlessly and safely until Friday 16 September when a file transfer error occurred, with the consequence that the withdrawal was charged four times.
The error itself was identified and fixed during Sunday, September 18, but FOREX only received information about the problem on Monday, September 19. A large team at FOREX has since devoted all available resources to contributing to a solution to the problem in close cooperation with these suppliers and to dealing with other urgent problems that arose as a consequence of the incident.
FOREX takes the situation that has arisen seriously and has taken measures together with our suppliers to ensure that a similar situation does not happen again, and continues to work with its suppliers to find a quick solution. FOREX and its employees have the deepest sympathies for how the incident has affected the customers.
When will erroneously charged amounts be returned?
Repayment of erroneously charged amounts is currently underway. Due to a technical error by one of our suppliers, we cannot promise when individual customers will receive their money.
Why does repayment take so long?
The fact that not all of our customers have yet received their repayments is due to a technical error by one of our suppliers. Right now, we are doing everything we can together with our suppliers, so that our customers affected by the incident get the wrongly charged amounts back as soon as possible.
What do I do to get reimbursed for the fees associated with the withdrawal transaction?
We will also reimburse any costs related to the withdrawal transaction, for example overdraft fees. In order to reimburse you for these expenses, we need information from you.
Send the following information to reklamaatiot@forex.fi
- Your name and contact information (address, phone number, email)
- The last 4 digits of the card number* of the card you use in the FOREX withdrawal machine
- Information about which ATM you used
- A description of the cost (for example, an overdraft fee) and proof of the cost (for example, a screenshot from online banking, a receipt or an invoice)
- Claimed compensation (euro amount)
- Account information (account number in IBAN format, account owner's name, bank)
*The card number is the card identifier that is on all bank and credit cards. The number consists of 16 digits and is usually on the front of the card. Combination cards (credit/debit) have two different card numbers, which can also be on the back of the card. If you used a combination card, please send the last 4 digits of the card number you used for the withdrawal.
What do I do if I have closed the card I used in the withdrawal transaction?
If you have closed the card you used for automatic withdrawal, the repayment ends up on the so-called error list at the bank receiving the payment. Contact the bank that issued your card if you have questions and if you need faster processing.
What do I do if I want to apply for compensation?
We evaluate compensation claims on a case-by-case basis and they are processed in order of arrival. Send the following information to reklamaatiot@forex.fi
- Your name and contact information (address, phone number, email)
- The last 4 digits of the card number* of the card you use in the FOREX withdrawal machine
- Information about which ATM you used
- Proof of the cost (for example, a screenshot from online banking, a receipt or an invoice)
- The compensation you claim (amount in euros) and the justification for your claim
- Account information (account number in IBAN format, account owner's name, bank)
*The card number is the card identifier that is on all bank and credit cards. The number consists of 16 digits and is usually on the front of the card. Combination cards (credit/debit) have two different card numbers, which can also be on the back of the card. If you used a combination card, please send the last 4 digits of the card number you used for the withdrawal.