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Report the withdrawal and secure the account
Call your institution’s fraud or account-support number, or use the claim channel it specifies. State plainly: “I did not make or authorize this ATM withdrawal, and I am reporting an error.” That wording is a practical way to make your intent clear, not a required statutory formula. Regulation E’s error-resolution process is triggered by a notice alleging an error; a question that merely asks the institution to identify a debit may not be enough. Oral notice starts the investigation, so the institution cannot wait for written confirmation before beginning.
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Give the representative the account information needed to identify the transaction, its date and amount, and the ATM location or terminal details if known. Explain whether your card is missing, whether you still have it, and whether you think your PIN or another security credential was exposed. Ask the institution to block or replace compromised cards or credentials, open an error claim, provide a case or reference number, and tell you how to submit any written confirmation.
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Know which deadline applies
There are separate notice rules for a lost or stolen access device and for an unauthorized transfer shown on a periodic statement. Which applies depends on the facts: you might have lost the card, had a PIN compromised while keeping the card, or still possess both but dispute the withdrawal. Report as soon as you discover the problem rather than treating a deadline as a reason to wait.
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| Situation | What to do and when | Potential liability significance |
|---|---|---|
| Card or other access device is lost or stolen | Notify the institution within two business days after learning of the loss or theft. | For qualifying unauthorized transfers before notice, the first liability tier is generally the lesser of $50 or the amount transferred. Later notice may expose you to up to $500 for qualifying transfers; the institution must establish that transfers after the two-business-day point would not have occurred if you had notified it on time. |
| An unauthorized transfer appears on a periodic statement | Notify the institution no later than 60 days after it sent the statement showing the transfer. Report immediately when you discover it. | If notice is late, you may be responsible for certain later unauthorized transfers that the institution establishes could have been prevented by timely notice. |
| PIN or security code is lost or stolen | Notify the institution within two business days after discovering the loss or theft, and accurately explain what was compromised and when. | How the device or credential was compromised and the timing of notice matter; a PIN-handling mistake alone does not automatically remove Regulation E protection. |
The CFPB says the applicable notice periods must be extended in unusual circumstances—such as lengthy travel or hospitalization—that prevent timely notice. Regulation E’s liability rules are fact-specific; the table is a practical guide, not a determination of what you owe in an individual case.
Keep a record and follow up in writing if requested
Save the transaction entry or statement, any ATM receipt, and details such as the date, amount, and location. Keep notes of calls, names or reference numbers, confirmation messages, and copies of anything you submit. 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 institution must begin promptly after oral notice, but it may withhold provisional credit if required written confirmation is not supplied on time.
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What to expect during the investigation
Initial review: generally 10 business days
The institution generally has 10 business days after receiving your notice to investigate and determine whether an error occurred. If it confirms 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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If the institution cannot finish within 10 business days, it generally may take up to 45 days if it provisionally credits the account for the disputed amount within 10 business days, subject to the rule’s terms. If it has a reasonable basis to believe an unauthorized electronic transfer occurred and the access-device notice conditions are met, 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.
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Some disputes involving new accounts, foreign transactions, or debit-card purchases at a point of sale may have investigation periods of up to 90 days, with a longer initial period for provisional credit in some new-account cases. Those exceptions should not automatically be assumed to apply to an ATM cash withdrawal.
If the institution denies the claim
Ask for the information the institution relied on; Regulation E allows you to request it. Check the explanation for factual errors, correct the record where needed, and ask the institution to reconsider. If the issue remains unresolved, you can submit a complaint to the Consumer Financial Protection Bureau (CFPB). A complaint raises the issue but does not guarantee reimbursement.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Who this guidance covers
This article addresses personal consumer deposit accounts at U.S. banks and credit unions. Regulation E is the relevant framework for ATM electronic fund transfers; account terms and claim channels vary by institution. This is practical consumer information, not individualized legal advice. For legal research, consult the official Code of Federal Regulations: the CFPB’s online regulation portal notes that it is not the official legal edition.
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