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If an ATM withdrawal appears in your U.S. consumer bank or credit union account and you did not authorize it, contact the institution that holds the account promptly and clearly report an error. Regulation E covers ATM electronic fund transfers. Ask the institution to open an error investigation; simply asking what a debit was may not trigger the formal error-resolution process.
Report the withdrawal to your bank or credit union
Call the institution’s fraud or account-support channel, or use its designated claim process. Say plainly: “I did not make or authorize this ATM withdrawal, and I am reporting an error.” This is a practical way to make your claim clear, not a required statutory script. CFPB guidance explains that oral notice starts the investigation; the institution cannot wait for written confirmation before beginning.
- Identify the transaction. Provide the account, withdrawal date and amount, and ATM location or terminal details if known.
- Explain what may have been compromised. Say whether you still have the card and whether your PIN or other credentials may have been exposed. Give an accurate account of what happened and when.
- Secure the account. Ask whether the institution should block or replace the card or credentials.
- Open an error claim. Ask for a case or reference number and how to submit any written confirmation the institution requests.
Use the bank or credit union that holds the account as your first contact. Its preferred claims channel and account procedures can vary.
Know which reporting deadline applies
Two different time periods are easy to confuse: the two-business-day rule concerns a lost or stolen access device, while the 60-day rule concerns an unauthorized transfer shown on a periodic statement. Report as soon as you discover a problem; neither period is a recommended waiting time.
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| Situation | What to do | Potential liability effect |
|---|---|---|
| Your card or another access device was lost or stolen | Notify the institution within two business days after learning of the loss or theft. | For qualifying unauthorized transfers before notice, liability is generally limited to the lesser of $50 or the amount transferred. If you notify later, liability may be up to $500 under the regulation’s conditions; the institution must establish that later transfers would not have occurred had you notified it within the two-day period. |
| An unauthorized withdrawal appears on a periodic statement | Notify the institution no later than 60 days after it sent the statement showing the transfer. | If notice is late, you may be responsible for certain later unauthorized transfers that the institution establishes could have been prevented by timely notice. |
| Your PIN or security code was lost or stolen | Notify the institution within two business days of discovering the loss or theft, as CFPB guidance advises. | Describe what was compromised and when; liability depends on the circumstances and applicable Regulation E rules. |
The facts matter. An unauthorized ATM withdrawal might involve a missing card, a PIN compromise while you still have the card, or a withdrawal you did not authorize even though the card remains with you. CFPB says the applicable notice periods must be extended in unusual circumstances—such as lengthy travel or hospitalization—that prevent timely notice. A bank cannot automatically deny protection simply because you made a mistake handling a PIN: CFPB says negligence, such as writing a PIN on a card or keeping it with the card, does not increase liability under Regulation E.
Keep a record and send any requested written confirmation
Save the transaction entry or statement, any receipt, the date and amount, and ATM location or terminal details if available. Keep notes of calls, names, case numbers, confirmation messages, and copies of anything you submit.
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If you gave oral notice and the institution requires written confirmation, send it through the address or channel the institution specified within 10 business days. The investigation must start based on your oral notice, but the institution may withhold provisional credit if you do not provide required written confirmation on time.
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Initial investigation
Generally, the institution has 10 business days after receiving your notice to investigate and determine whether an error occurred. If it finds an error, it must correct it within one business day and report the results within three business days after completing the investigation.
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When the institution needs more time
If it cannot finish within 10 business days, it generally may take up to 45 days if it provisionally credits the disputed amount within 10 business days, subject to the regulation’s terms and exceptions. If it has a reasonable basis to believe an unauthorized electronic transfer occurred and meets the access-device notice conditions, it may withhold up to $50 from that provisional credit. Exceptions to provisional credit include failure to provide requested written confirmation within 10 business days and certain account types.
CFPB guidance describes up to 90 days for specified new-account, foreign-transaction, and debit-card point-of-sale disputes, with a longer initial provisional-credit period in some new-account cases. Those exceptions should not automatically be assumed to apply to an ATM cash withdrawal.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If the bank says there was no error
Ask for the information the institution relied on; Regulation E gives you the right to request it. Review the explanation, correct any factual mistakes in the institution’s records, and ask it to reconsider. If the problem remains unresolved, you can submit a complaint to the CFPB. A complaint raises the issue but does not guarantee reimbursement.
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The CFPB describes the scope of electronic transfers this way: “Electronic fund transfers include ATM transactions, purchases using your debit card, some online bill payments, and payments you’ve set up to be deducted from your account automatically.” — Consumer Financial Protection Bureau, consumer guidance, last reviewed August 28, 2026.
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