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If an ATM keeps your card, contact the card-issuing bank or credit union promptly to secure it and ask whether it can be recovered or must be replaced. If the ATM dispenses too little or too much cash, immediately report the incorrect amount to your issuer; if another institution operates the ATM, contact that operator too. The legal guidance below applies to U.S. accounts and transactions.
If the ATM keeps your card
- Contact your card issuer using an official channel. Use the number in the issuer’s app or on its website, or call the number on another account document. Report that the ATM retained the card and ask how to lock or cancel it and whether retrieval is possible or replacement is needed. Do not assume the machine will return the card.
- Check recent transactions. If someone else may have access to the card or account, tell the issuer and report any transactions you do not recognize. The FTC advises reporting a lost or stolen card as soon as possible; the protections depend on the card type and when the loss is reported (FTC guidance on lost or stolen cards).
- Contact the ATM operator if it is separate from your issuer. The operator may be able to explain its process, but your issuer is the first call for securing the account and arranging a replacement.
If the ATM dispensed the wrong amount
Report the transaction to your bank or credit union as an ATM cash-dispense error, not merely as a question about a debit. The Consumer Financial Protection Bureau (CFPB) says: “If the ATM gave you the wrong amount of money, you should immediately call your bank or credit union.” Its consumer guidance was last reviewed August 30, 2024 (CFPB: What do I do if the ATM gave me the wrong amount of money?).
If the ATM belongs to a different institution, contact its owner as well. The CFPB recommends contacting both the account-holding institution and ATM owner when they are not the same. A branch employee may help identify the operator or direct you to the right claim channel.
Record the details
Keep the receipt, if one printed, and write down the facts while they are fresh:
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- ATM location and machine ID, if shown
- Date and time of the transaction
- Amount requested and amount actually received
- Any amount or status shown on the screen, plus any error message
Bank of America lists the ATM ID or location and the transaction date, time, and amount as useful details for its ATM claims. That is an example of one bank’s process, not a universal claim requirement (Bank of America ATM customer service).
File and track the claim
- Tell the issuer clearly that the ATM dispensed the wrong amount, and identify the disputed transaction.
- Follow the issuer’s instructions for submitting the claim and any supporting information.
- Save the confirmation or claim number and copies of messages or documents you submit.
Visa likewise directs consumers to contact their issuer or bank about disputes (Visa consumer support). The issuer’s channel is the practical starting point; each institution sets its own process.
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How U.S. error-resolution rules apply
For covered U.S. electronic fund transfers, Regulation E includes a consumer’s receipt of an incorrect amount from an electronic terminal in its definition of an error (12 CFR § 1005.11). That means a cash-dispense mismatch is an error to report to the institution handling the account.
The CFPB explains that a financial institution generally has 10 business days to investigate an unauthorized electronic-transfer claim. If it cannot finish within that period, it generally must provide provisional credit while continuing the investigation, subject to regulatory conditions and exceptions. Further time limits and exceptions apply, including for some foreign transactions, recently opened accounts, and debit-card point-of-sale purchases (CFPB guidance on electronic fund transfers). These are error-resolution rules, not a promise that a particular ATM dispute will be resolved or refunded within 10 business days.
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Keep the two issues distinct when reporting them: a wrong cash dispense is an error claim; a later withdrawal by another person after a card is retained or lost may also be an unauthorized-transfer claim. Tell the issuer about both if both happened. Reporting deadlines and liability for unauthorized transactions can depend on when the loss or theft is reported and when a statement is sent.
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