AMERICAN EXPRESS/BLUEBIRD At OTB bank ATM in Hungary. Tried to get cash. Did not get! BlueBird recorded transaction and OTB also recorded as cash given. Salt Lake City, Utah Internet

On May 30, 2013 My girlfriend tried to use OTP banks ATM.  She used the subaccount bluebird card provided to her.  Followed ATM instructions.  She did not recieve the cash ($500.00) In Hungary's Forint.  But she was shown by machine to have been given the cash.  Also, BlueBird deducted the amount from the card.

She contacted OTP bank by phone and said they would look into the problem.  After several hours she called the bank again.  They told her that they were having problems with the machines.

Several days go by, and they told her they were assigning a case number to the problem and would investigate further.  They also would send letter to BlueBird about the situation.  It is now a month later and we have not got the money returned to my account.  I don't understand why it is taking so long. 

I need help and advice in this matter.