Go back to the branch where the atm is, talk to a manager. Explain the situation as a concerned customer. Be polite, appearing worried and scared they won't st

Go back to the branch where the atm is, talk to a manager. Explain the situation as a concerned customer. Be polite, appearing worried and scared they won't straighten this out might help too. They should have record that the ATM was over the amount of the payment you were trying to make and perhaps some other logged data of you inserting your card, initiating a payment, maybe the amount and an error code when things went wrong. State that you didn't have two forms of id, ask why would I need that to make a payment, and were directed to pay through the ATM. When using the ATM as directed by their employee it took your cash but you don't see a payment applied. You were following their instructions, key on this while being polite. Have your statement that shows the amount due and indicate the amount you tried to pay. Having an atm or receipt of the money being withdrawn for this purpose might help. You're going to have to go buddy up with a manager. If that doesn't work try a manager at the next nearest branch. You'll need to find the right person to straighten it out. If the payment was small it might not be worth pursuing you can weigh that. Or if you just want to get it straightened out on principle keep going. Good luck.