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Contact the bank or credit union that holds your account as soon as you notice an ATM cash or debit mismatch. Say explicitly that you are reporting an ATM error, explain how much you requested and received, and state the amount charged. If a different company owns or operates the ATM, contact it too. Keep the receipt and records of both reports.
What to do first
- Contact your account-holding bank or credit union. Use the phone number on your card or the institution’s official app or website. The Consumer Financial Protection Bureau (CFPB) advises consumers to call immediately if an ATM gives them the wrong amount of money. Say: “I am reporting an ATM error. I requested [amount], received [amount], and my account was charged [amount].”
- Contact the ATM owner if it is a different company. The account institution handles the report concerning your account; the ATM owner or operator can address the machine-side report. The CFPB advises contacting both when they are separate. Do not assume that notifying one also notifies the other.
- Keep the evidence. Save the receipt, if available. Record the ATM’s location, the date and approximate time, the amount requested, the cash actually received, and the debit shown in online banking or on your statement. Keep screenshots, contact dates, names or departments if provided, and each case or reference number.
- Ask how to submit supporting information. Ask the account institution how it accepts written confirmation or documents and how it will send its investigation results. Follow its instructions and keep a copy of anything you submit.
The CFPB’s guidance on an ATM giving the wrong amount, last reviewed August 30, 2024, recommends calling the bank or credit union immediately, contacting the ATM owner when separate, keeping receipts, and explaining what happened.
Make a clear error report
When you speak with the institution, distinguish what happened at the machine from what appears in your account. For example, you may have requested $100, received $60, and seen a $100 debit—or received no cash while a debit appeared. Give the actual amounts rather than describing the problem only as a “question” about a transaction.
That distinction matters because Regulation E’s error-resolution procedure covers an incorrect electronic fund transfer and a consumer’s receipt of an incorrect amount of money from an electronic terminal. The regulation also says a notice must be sufficient to let the institution identify the consumer and account and understand why the consumer believes an error occurred and the type, date, and amount involved. A casual inquiry that does not assert an error may not trigger the procedure. See the CFPB-hosted text of 12 CFR 1005.11.
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How long you have to report it
The general Regulation E notice deadline is 60 days after the institution sends the periodic statement on which the alleged error first appears. The clock is tied to that statement, not simply to the date of the ATM visit. Report promptly rather than waiting for the statement or treating the full period as a waiting allowance; special rules and other facts can affect the deadline. The CFPB-hosted text of 12 CFR 1005.11 sets out the notice requirements.
If the debit is not yet on a statement, contact the institution anyway and ask how to document the report. If the charge appears later or remains unresolved, make sure the institution has received a clear error notice within the applicable period. Keep a record of when and how you gave notice.
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For most covered errors, the institution must investigate promptly and generally determine whether an error occurred within 10 business days. If it cannot complete the investigation within that period, Regulation E permits an extension when specified conditions are met; in many cases, those conditions include provisional credit. The general outside period is 45 days, with 90-day periods for certain specified transfers. The rule has details and exceptions, so an individual case may differ. See the CFPB-hosted text of 12 CFR 1005.11.
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What to keep for your records
- The ATM receipt and any transaction or terminal reference shown on it.
- The ATM’s location, date and approximate time, plus the amount requested and the cash received.
- A screenshot or copy showing the account debit, and the statement on which it appears.
- The date, method, and details of each report to the account institution and ATM owner, including case numbers and any written follow-up.
Regulation E includes requirements concerning information on terminal receipts and periodic statements; see the CFPB-hosted text of 12 CFR 1005.9. Keep the information you have even if the machine did not provide a receipt.
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Which company should you contact?
| Contact | Why it matters | What to do |
|---|---|---|
| Your bank or credit union | It holds the account and is the institution to notify about the disputed cash amount or electronic debit. | Report the error clearly, provide the transaction details, and ask how to submit documents and receive the investigation result. |
| ATM owner or operator, if separate | It may be a different entity from the institution holding your account and can receive a report about the machine. | Give the same transaction facts and retain its contact date and reference number. The CFPB advises calling the owner when the bank or credit union does not own the ATM. |
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