What to Do If an ATM Eats Your Card

When an Automated Teller Machine (ATM) retains your card during a transaction, clear steps can address the situation. Knowing the proper procedures helps resolve the issue and protect your financial assets.

Immediate Steps at the ATM

When an ATM captures your card, immediate actions at the machine are important. Observe the ATM for messages or signs the card might be returned, as some machines reboot and eject cards. Wait for 10 to 15 minutes, as some ATMs may eventually return the card.

While waiting, gather information about the incident. Note the exact street address of the ATM and the name of the business where it is located. If the ATM is not operated by your bank, identify the name of the financial institution that owns the machine. Record the precise date and time the incident occurred, along with any identification numbers visible on the ATM, often found on a sticker or displayed on the screen.

This detailed information is important for your bank’s investigation. You can find ATM IDs on slips, online banking portals, or by contacting customer support. If a security guard or bank staff are present during business hours, consider informing them of the situation.

Reporting the Incident to Your Bank

After gathering details at the ATM, promptly report the card capture to your bank. This immediate notification protects your account from unauthorized activity. You can contact your bank’s customer service via the phone number on your other bank cards, their website, or ATM signage.

When you connect with your bank, clearly explain that the ATM retained your card and provide all the information you gathered at the machine, including the ATM’s location, the date and time of the incident, and any identification numbers. The bank representative will likely ask for your account details to verify your identity and the specifics of the occurrence. They will then guide you through the process of officially filing a report. Banks are responsible for investigating such incidents and taking steps to protect your account. It is often recommended to request that your card be locked or canceled immediately to prevent any potential fraudulent use.

Receiving a Replacement Card and Account Monitoring

Following the report, your bank will initiate the process for card replacement. The delivery timeframe for a new card can vary, usually taking between 5 to 10 business days, though some banks may offer expedited shipping or even print a temporary card for immediate use at a branch. Once you receive your new card, remember to update any recurring payments or subscriptions linked to the old card number to avoid service interruptions.

Continuously monitoring your bank statements and transaction history is a proactive measure. Regularly review your account activity, ideally daily or weekly, to identify any unfamiliar transactions.

The Electronic Fund Transfer Act (EFTA), implemented through Regulation E, provides consumer protections against unauthorized electronic fund transfers. Under Regulation E, if you report an unauthorized transaction within two business days of learning of the loss or theft, your liability is limited to $50. If reported after two business days but within 60 days after the statement showing the unauthorized transfer was sent, your liability could increase up to $500. Beyond 60 days, you could face unlimited liability for subsequent unauthorized transfers. Banks are required to investigate and resolve disputes within 10 business days, or 45 days if they provide a provisional credit.

Preventing Future Card Captures

Proactive steps can minimize the risk of your card being captured by an ATM. Before inserting your card, visually inspect the ATM for any signs of tampering. Look for loose or unusual attachments on the card reader, a misaligned or unusually wide card slot, or a loose or spongy keypad, as these could indicate a skimming device or a “Lebanese loop” designed to trap your card. Gently wiggling the card reader can sometimes reveal if a skimmer is loosely attached.

For enhanced security, consider using ATMs located inside bank branches during business hours or in well-lit, high-traffic areas. These locations often have better surveillance and are less likely to be targeted by fraudsters. Always shield the keypad with your hand while entering your Personal Identification Number (PIN) to prevent hidden cameras from capturing it. Keep your bank’s customer service number readily accessible, perhaps stored in your phone, for quick reporting if an incident occurs. Regularly checking the expiration date on your card can also prevent issues, as expired cards are often retained by ATMs.