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I Was Charged a Higher Exchange Rate at an ATM

Understanding exchange rate charges when withdrawing cash abroad.

Why This Happens

If you withdrew money from an ATM abroad and were charged more than expected, it may be due to Dynamic Currency Conversion (DCC). This usually happens when you choose to be charged in GBP instead of the local currency, or if the machine didn't offer a choice at all.

DCC typically comes with a much higher exchange rate — and unfortunately, if you selected GBP, we’re unable to dispute the charge for you.

What You Can Do

If you believe you were unfairly charged — for example, if you chose to be charged in local currency but were billed in GBP anyway, you can raise a dispute.

Here’s how to do it in the Yeeld app:

  1. Open the app and go to Accounts

  2. Tap the transaction in question

  3. Click Dispute Transaction

  4. Choose the reason: "I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking"

  5. Follow the steps to submit your case

What We’ll Need

We may ask you for:

  • A receipt from the ATM

  • Screenshots or any proof of the amount you selected

  • Confirmation of which currency you chose at the machine

Important Note

Yeeld cards are Visa.

Visa sets its own exchange rates, and if a merchant or ATM provider overrides this by charging you in GBP, there’s usually nothing we can do if you accepted that rate.

Still unsure or need help? Reach out to us through the Help section in the app.