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What to do if…
a cash withdrawal fails but your account is still charged

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy USA guide

Short answer

Report the missing cash to your bank or credit union promptly as an ATM cash-not-dispensed error. Record the ATM location, time, amount, and any receipt before you leave.

Do not do these things

  • Don’t keep repeating the withdrawal. You could create additional transactions.
  • Don’t throw away the receipt or leave without noting the ATM location and any terminal ID shown on the machine.
  • Don’t hand your card or PIN to anyone offering help at the ATM.
  • Don’t delay reporting the problem just because the transaction is still pending.
  • Don’t describe the withdrawal as unauthorized if you made it yourself. Say that you requested cash but did not receive the correct amount.

What to do now

  1. Check the transaction status.
    Look in your banking app or online account and note whether the withdrawal is pending or posted. Take a screenshot if you can. Report the issue promptly either way.

  2. Record the ATM details.
    Write down or photograph:

    • the date and time
    • the amount requested and the amount received, if any
    • the ATM location
    • the ATM owner or operator shown on the machine
    • any terminal ID shown on the ATM
    • any error message
    • the receipt, if one was provided

  3. Contact your bank or credit union.
    Say: “I requested cash from an ATM, but the ATM did not dispense the correct amount. My account was charged. I want to report an ATM error.”
    Ask for:

    • a case or reference number
    • the next steps
    • whether written confirmation is required
    • where to send written confirmation if it is required

    A bank or credit union may require written confirmation within 10 business days after a phone report. Report by phone promptly; do not wait to prepare a letter. Keep a copy of anything you submit.

  4. Contact the ATM owner if it is a different company.
    Use contact details shown on the ATM or on the ATM owner’s official website. If the machine looked tampered with, use a verified contact route rather than a sticker on the machine. Give the location, time, amount, and a brief description of what happened. Do not share your PIN.

  5. Explain any immediate hardship.
    Tell your bank or credit union if the missing money affects essential spending or could cause fees. Ask what support may be available while the error is reviewed.

  6. Check for signs of card compromise.
    If the card slot looked loose, the keypad looked unusual, or you notice transactions you did not make, contact your bank or credit union promptly. Ask whether to lock or replace the card and change the PIN securely.

  7. Escalate if you cannot get a clear response.
    Start with your bank or credit union. If the issue is not being addressed, you can submit a CFPB complaint. You can also use FDIC BankFind to locate your institution’s regulator. If you are still unsure where to file, you can submit the Federal Reserve Consumer Help complaint form.

What can wait

  • You don’t need to decide now whether to close your account unless you suspect that your card or PIN has been compromised.
  • You don’t need to write a long account of what happened. Start with the location, time, amount, transaction status, and receipt.
  • You don’t need to confront store staff. The ATM owner or your bank or credit union can review the transaction.

Important reassurance

A missing-cash ATM transaction can be reported through an established error-resolution process. Prompt reporting and a clear record of the ATM details give the bank or credit union what it needs to investigate.

Scope note

These are first steps only. If the issue becomes drawn out or your institution rejects the claim, you may need help from a consumer complaint service or another appropriate specialist.

Important note

This is general information, not legal, financial, or professional advice. Account coverage and procedures can vary. Follow the instructions from your bank or credit union and keep copies of anything you submit.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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