Encountered a broken, frozen, or malfunctioning ATM? You’re not alone. Whether an ATM didn’t dispense cash, kept your card, or charged you incorrectly, it’s important to report the problem right away. This guide explains exactly how to report an ATM issue safely and effectively — and how to make sure your money is protected while the bank investigates.
Common ATM Problems You Should Report Immediately
Modern ATMs are reliable, but issues still occur. Always report problems such as:
- 💸 Cash not dispensed but amount deducted from your account
- 💳 Card retained or stuck in the machine
- ⚠️ Error codes displayed (like error code 121 or error code 163)
- 🪟 Frozen screen or transaction cancellation during processing
- 🚨 Suspicious tampering, skimmers, or missing security seals
Even small malfunctions can indicate network or hardware issues, so don’t ignore them — especially if they involve missing cash or a retained card.
1. Note the ATM Details
Before leaving the area, write down or take a photo of the following:
- Location: Bank name, branch, address, or nearest landmark
- ATM ID number: Often printed on a sticker near the screen or keypad
- Date and time: Record when the problem occurred
- Receipt: Keep or photograph it if available
Having this information ready will help your bank track the exact machine and resolve your case faster.
2. Contact Your Bank Immediately
Use your bank’s 24-hour customer service number (listed on your debit card or app). If you’re near a branch, go inside and report it directly. Explain clearly that the issue occurred at an ATM — and specify if it was your bank’s machine or another bank’s.
Most banks will open a formal ATM dispute case right away and provide you with a case number for tracking.
If the machine belonged to another institution, contact both banks: yours (to initiate the claim) and the ATM owner (to ensure the issue is logged). The process may take several business days to verify.
Learn more about dispute resolution in our full guide to ATM transaction errors and dispute resolution.
3. Describe the Problem Clearly
When talking to a representative or completing an online form, include:
- The exact transaction type (cash withdrawal, deposit, balance inquiry)
- Whether your card was returned or retained
- Any on-screen error message or code
- Amount involved and whether the receipt printed
The more detail you provide, the faster your claim can be verified.
4. Provide Your Contact Information
Give your full name, contact number, and email address so the bank can update you during the investigation. Some banks also allow you to check your case status online or in their mobile app.
5. Follow Up Until It’s Resolved
Don’t assume it’s fixed until your balance reflects the correction. If you haven’t heard back within 10 business days (or 45 for complex cases), follow up with your case number handy. Most banks will reimburse missing funds once verified, even before the full investigation ends.
6. Use Social Media if Needed
If customer service isn’t responding, escalate politely on the bank’s verified social media pages (such as Twitter/X or Facebook). Public posts often trigger faster responses, especially from larger banks like Chase, Wells Fargo, or Bank of America. Be professional, include the date and general location, and never post full account details.
7. Report Suspicious or Damaged ATMs
If you suspect an ATM has been tampered with, vandalized, or fitted with a skimmer, contact local authorities after notifying the bank. Reporting these quickly helps prevent card theft and protects other customers.
For a detailed list of safety precautions, see our ATM safety guide.
Sample Bank Contacts for Reporting ATM Issues
| Bank | ATM Support Number |
|---|---|
| Chase Bank | 1-800-935-9935 |
| Bank of America | 1-800-432-1000 |
| Wells Fargo | 1-800-869-3557 |
| PNC Bank | 1-888-762-2265 |
| US Bank | 1-800-872-2657 |
Keep these numbers stored in your phone so you can act quickly if an ATM ever malfunctions.
What to Expect After Reporting
Once your claim is filed, most banks will:
- Freeze the disputed amount temporarily
- Launch a transaction review (usually 1–10 days)
- Credit your account provisionally if an error is confirmed
- Provide written notice of the outcome
If your funds aren’t restored within the timeframe stated by your bank’s policy, escalate with your case ID and documentation.
FAQs About Reporting ATM Problems
How long does it take to get my money back from a failed ATM transaction?
Banks typically resolve ATM disputes within 10 business days, though complex cases may take up to 45. You may receive a temporary credit during investigation.
Who should I call if the ATM isn’t my bank’s?
Contact your bank first — they’ll coordinate with the ATM owner. You can also call the ATM’s customer service number (listed on the machine).
What if my card gets stuck or eaten by the ATM?
Immediately contact your bank to block the card. If the machine is inside a branch, go inside and alert staff before leaving.
Should I contact the police?
Only if you suspect fraud, physical tampering, or theft. For normal technical errors, report directly to your bank.
Will I get charged while waiting for my refund?
No — disputed amounts are paused during the investigation and shouldn’t incur overdraft or late fees.
Related Guides
- ATM Transaction Errors and Dispute Resolution
- ATM Safety Tips: Protecting Your Finances
- ATM Error Code 121
- ATM Error Code 163
- How Long Does an ATM Deposit Take to Clear?
Updated November 2025 — Your complete guide to reporting ATM issues safely and effectively, protecting your funds and keeping your transactions secure.