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Secure the account and report suspicious activity
- Contact the bank through a verified channel. Use the bank’s official app or website, the number on a recent statement, or the number on the back of your card. Ask for the fraud department.
- Identify each transaction you did not authorize. Report every suspicious transaction, even a small one, and ask the bank to open a dispute or error case. Get a case number and note the date, the names of people you speak with, and what they tell you to do.
- Ask the bank to stop further access or payments. Ask what it can secure or block, whether affected debit cards should be replaced, and how to reset or recover your online credentials. If your card, card number, PIN, or security code may be exposed, ask whether to cancel and replace the card and change the PIN.
- Review recent activity and statements. Look for additional unfamiliar transactions and report them promptly. Suspicious card charges can surface months after card information was stolen, according to the Consumer Financial Protection Bureau (CFPB).
- Keep a record. Save statements, alerts, messages, and case details. Follow the bank’s instructions for any written confirmation or supporting documents, and keep copies of what you send.
Do not move money to a “safe account” because an incoming caller tells you to. The Federal Trade Commission (FTC) advises independently contacting the bank through an official channel. Never disclose verification codes, withdraw cash, buy gold, or grant remote access to your device at an unsolicited caller’s direction.
Work out what was compromised
“Bank account compromised” can describe several different incidents, and the protections may differ. Sort out both the payment involved and what information or access was exposed.
| What happened | What to check or ask the bank |
|---|---|
| Debit card or PIN was lost, stolen, or exposed | Ask the bank to block or replace the card, consider changing the PIN, and report any unauthorized transactions. |
| Someone accessed online banking or used stolen credentials | Ask the bank to secure account access and explain its credential-recovery steps. Unauthorized electronic transfers made with credentials obtained through hacking or phishing may qualify as unauthorized EFTs under the CFPB’s Regulation E interpretation. |
| An electronic transfer or debit-card transaction appeared | Report it as an unauthorized electronic fund transfer (EFT) and ask the bank to open an error investigation. |
| An unfamiliar check was written or processed | Ask how the check was processed. If it was processed as an electronic transfer, federal protections may apply; if it was not processed electronically, state law may govern. |
| Personal information may have been used beyond the bank account | Consider identity-theft recovery steps and appropriate credit protections, in addition to contacting the bank. |
If a scammer persuaded you to share a code or login detail, report the resulting transaction anyway. The CFPB says fraudulently induced sharing can still fall within the definition of an unauthorized transfer; sharing a code does not by itself establish that the bank can refuse to investigate.
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Report EFTs promptly: deadlines can affect liability
For covered electronic fund transfers—including many debit-card transactions—the CFPB advises reporting unauthorized activity promptly. The relevant reporting period can depend on what was lost and when the transaction appeared.
- Lost or stolen debit card or access information: Reporting within two business days after learning of the loss or theft can affect your liability.
- Unauthorized EFT on a periodic statement: Generally, report it within 60 days after the statement was sent to avoid liability for subsequent transfers.
These periods are not a reason to wait, and the facts and applicable rules determine responsibility. Contact the bank as soon as you notice a problem.
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A paper check may not follow the same rules as an EFT. Contact the bank quickly, but do not assume the EFT reporting periods apply to a check that was not processed electronically.
What happens after you dispute an EFT
Under the CFPB’s general consumer guidance, a bank usually has 10 business days to investigate an EFT error. The period is 20 business days for certain accounts opened less than 30 days earlier. If the bank cannot finish within the applicable initial period, it generally must provide temporary credit while it continues investigating, subject to exceptions, including some requirements for written confirmation.
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After determining that an error occurred, the bank generally must correct it within one business day and report its findings within three business days. The usual full-resolution period is 45 days, although certain cases may take up to 90 days. These are general rules with exceptions, not a promise of an immediate refund. Ask the bank what applies to your case and whether it needs written confirmation or other information.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.“A financial institution must begin its investigation promptly upon receipt of an oral or written notice of error.” — Consumer Financial Protection Bureau, Electronic Fund Transfers FAQs, updated December 13, 2021.
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If the incident involves identity theft
If your personal information appears to have been used to open accounts or affect your finances beyond the compromised bank access, use the FTC’s IdentityTheft.gov recovery process. It provides an FTC Identity Theft Report and a recovery plan. The CFPB also recommends contacting affected financial institutions, closing affected accounts as appropriate, and taking steps to protect your credit history and finances. A fraud alert or security freeze may be appropriate when identity theft is suspected; these steps are not automatically necessary for every isolated card compromise.
Stay alert for follow-up scams
A real account alert or breach can give scammers a pretext to impersonate the bank. Treat an unexpected call, text, or email as unverified, even if it refers to a real transaction. End the conversation and contact the bank yourself using its official app or website, or a number on your card or statement. Do not share account details or verification codes, and do not install software or grant device access at the caller’s request.
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U.S. scope
This guidance describes U.S. consumer protections and the federal EFT framework. Rules for a paper check can depend on how it was processed and on state law. Outside the United States, contact your bank and the relevant local regulator for the applicable reporting process and protections.
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