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What to do first
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Check the transaction in the account record
Confirm the amount, date, recipient or transaction description, and whether the item is pending or posted. Compare the app’s display with your bank or credit union statement or account activity. Save a screenshot of the transaction and the related notification or statement.
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Report it to the account-holding institution
Use the phone number or secure in-app channel listed by your bank or credit union, rather than a number in an unsolicited message or an ad. Say clearly that you are reporting an unauthorized or incorrect electronic transfer and ask how to submit a formal notice of error. The Consumer Financial Protection Bureau (CFPB) advises consumers to notify their bank or credit union quickly after discovering an unauthorized payment.
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Notify the app or transfer provider if it handled the payment
Report the issue through the provider’s official support channel as well. Ask for a case or confirmation number and record the date, channel, and what you reported. The app may not hold your account, but some non-bank providers have error-resolution duties under Regulation E depending on their role in the transfer. Do not assume you must first resolve the matter with a merchant or contact law enforcement before reporting it to the provider handling the transfer.
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Secure access if your device or credentials may be exposed
If a phone, card, password, or account access may have been lost or compromised, promptly use the institution’s official process to block, replace, or secure it. Keep the dispute moving while you do this; securing access is not a substitute for reporting the transaction.
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Keep a timeline and monitor the account
Save the report confirmations, messages, transaction records, and any later fees or credits. Note new transactions and follow any request for written confirmation after an oral report. Under CFPB guidance, failing to provide requested written confirmation can affect whether provisional credit is provided.
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What to say when reporting the transaction
Be specific about the transfer and make clear whether you did not authorize it or whether the amount, recipient, or other detail is wrong. A concise report can include:
- The date, amount, recipient or descriptor, and account involved.
- Whether the transaction is pending or posted, if known.
- Why you believe it is unauthorized or incorrect.
- When you discovered it and whether a card, device, or credentials may be compromised.
- A request for the institution’s formal notice-of-error process and a confirmation or case number.
This is a practical way to organize your report, not a statutory evidence checklist. Keep copies of what you send and note whom you spoke with.
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When Regulation E may apply
Regulation E implements federal rules for certain electronic fund transfers (EFTs) involving consumer accounts. The CFPB’s Regulation E FAQ identifies both “an unauthorized EFT” and “an incorrect EFT to or from the consumer’s account” as errors. An error notice can be oral or written. Reporting is your notice to the provider; it is not the same as the provider’s later investigation or decision.
Coverage depends on the account, transfer method, and the role of the bank, credit union, app, or other provider. Some transfers or accounts may fall outside the rule or be subject to different provisions. A product calling itself an AI money app does not establish whether Regulation E applies, and the rules described here are for the United States, not a universal standard.
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Deadlines and possible liability
Report as soon as you discover the problem
For an unauthorized EFT shown on a periodic statement, the rule generally makes notice within 60 days after the institution sends that statement important to responsibility for certain later transfers. If an access device is lost or stolen, notice within two business days after learning of the loss or theft can affect the liability limit. Waiting may increase potential liability for later transfers if the institution establishes that timely notice would have prevented them. These are conditional rules, not reasons to wait until a deadline approaches.
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For covered error notices, the institution generally has 10 business days to investigate. If it cannot finish in that period, the usual process is provisional credit within 10 business days while the investigation continues, subject to conditions and exceptions. The general extended period to resolve the issue is 45 days. Specified cases can have a 20-business-day initial period or up to 90 days for final resolution, including certain new-account, foreign-initiated, or point-of-sale debit situations. The precise timelines depend on the rule and the facts; the CFPB’s consumer guidance and Regulation E describe the exceptions.
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If the provider denies the report or mishandles it
Ask for the outcome and the information used to make the decision, and keep the response with your records. CFPB consumer guidance says you can request the information the institution relied on after its investigation. If the issue remains unresolved, you can consider submitting a complaint to the CFPB or contacting another regulator appropriate to the institution and product. A complaint is an escalation option, not a guarantee of a refund or particular result.
If there are signs that someone used your identity, consider identity-theft recovery steps separately; the CFPB says reporting to the Federal Trade Commission may be helpful in relevant cases. A mistaken or disputed transfer by itself does not establish identity theft.
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