If a Bank of America ATM kept your card or showed a withdrawal but did not dispense cash, do not panic. Most cases are reversible. Use this guide to secure your account, document the issue, and get your money back as quickly as possible.
First steps at the machine
- Stay by the ATM for 2–3 minutes. Some machines return a captured card after a short delay.
- Do not accept help from strangers. If the ATM is inside a branch and open, ask staff.
- Note details: date/time, exact amount, ATM location, any on-screen code, and the ATM ID if visible.
- Save the receipt or take a photo of the screen. If no receipt printed, a phone photo is fine.
- Check your mobile banking app for a pending withdrawal or hold.
If the ATM kept your card
- Lock your card in the app or call the number on the back of the card to block new transactions.
- Request a replacement card in the app or by phone. If you need access right away, ask about instant-issue at a branch and adding the new card to your mobile wallet.
- Do not reinsert another card into the same ATM. Use a different Bank of America ATM or go inside the branch with ID.
- If it was an out-of-network ATM, still report it to Bank of America and note the ATM operator shown on the machine.
If money was debited but no cash came out
- Check the transaction status. Many failed ATM withdrawals show as pending and reverse automatically.
- Do not retry immediately. Wait at least 10 minutes and use a different ATM to avoid duplicate charges.
- File a dispute in the Bank of America app or by phone. Choose the checking account, locate the ATM transaction, and select the option to report a problem with an ATM withdrawal.
- Attach details: photos, receipt, location, timestamp, and any error code you saw.
How the dispute process usually works
Banks investigate ATM errors under federal electronic funds transfer rules. If your cash was not dispensed or the amount was wrong, the bank will review the ATM logs and typically resolve it quickly. If more time is needed, banks often provide provisional credit while they continue the investigation. Most domestic ATM disputes are resolved within days; complex cases can take longer.
Out-of-network ATM issues
- Open the dispute with Bank of America first. They will coordinate with the ATM owner.
- Collect the ATM owner info from the decal or the error receipt. Keep any phone numbers shown on the machine for reference.
- Expect per-transaction caps. Some third-party ATMs limit cash per pull even if your daily limit is higher.
When will I get my money back?
- Auto reversals: Often same day or within 1–2 business days when the ATM detects no cash was dispensed.
- Dispute investigations: Many complete within 1–10 business days. Complex or out-of-network cases can take longer.
- Watch your account: You should see either a reversal, a provisional credit, or an investigation update.
How to prevent this next time
- Prefer in-network ATMs for better maintenance and faster dispute handling. See fee-free ATM options.
- Use indoor or branch ATMs when possible, especially for larger amounts.
- Withdraw in round amounts and avoid repeated back-to-back attempts on the same machine.
- Set travel notices in the app if you are out of state to reduce declines.
- Keep mobile wallet ready so you can access cash at cardless-enabled ATMs if your physical card is unavailable.
FAQs
The ATM captured my card. Can the branch give it back?
Some branch ATMs route captured cards to staff at day’s end, others shred immediately. Ask the branch; be prepared to replace the card.
The withdrawal shows pending but I got no cash. Should I wait?
If it is pending, it often reverses automatically within 1–2 business days. You can still open a dispute for tracking.
Do I need a police report?
Only if there is evidence of theft or tampering. For machine errors, file a dispute with the bank instead.
Can I dispute an out-of-network ATM error?
Yes. Start with Bank of America. Provide the ATM operator name and location shown on the machine.