Few things are as irritating or anxiety-inducing as when an ATM keeps your debit card and refuses to give it back. This could mean the machine’s malfunctioning, your card has been flagged, or the transaction’s been interrupted.
Knowing what to do next protects your money and helps you get back to using your account without any issues. This doesn’t have to be hard.
ATM Keeps Your Card: Steps to Take
Don’t Leave Just Yet
First, wait a second and make sure the ATM’s retained your card, if it has in the first place. Follow any instructions that pop up on screen and check if the ATM’s asking you to take your card. If the ATM’s installed at a bank branch, it’s worth talking to an employee to see what’s happening.
Bank of America, for example, claims customers whose cards are swallowed by an ATM at one of their branch locations can check to see if an employee can get the card for them.
But, customers shouldn’t assume they’ll always get the physical card back. Visa’s current rules say an ATM can keep the card only at the card issuer’s request. When the card is swallowed by a machine, the relevant operator has to log it, make it unusable, and notify the issuer.
A replacement card could be the best option here.
Contact the ATM Operator
At the ATM, look for the operator’s contact information to report that the card was swallowed by the ATM. Keep in mind an ATM operator and card issuer aren’t always the same company.
You could have a debit card from one company, while having your card swallowed by another one, for example.
Give the operator the ATM’s location and, if you can, the machine’s identification number. Make sure to note the date and rough time of when the card was swallowed. It helps the operator investigate what happened.
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Get in Touch with Your Bank
Next, get in touch with the bank that issued your card. Tell them the ATM kept your card and ask whether they recommend locking the card, canceling it, or getting a replacement. Acting fast is important because you don’t have physical control over the card anymore.
If your bank offers card controls through an app or online banking, you could lock the card yourself. Bank of America, for example, lets customers lock a debit card through online banking and gives them an option to order a replacement card.
Check Your Account
After an ATM keeps your card, check your account for the transaction you were trying to do and look for anything unusual. If the ATM issued the wrong amount of cash, didn’t actually dispense cash, or seems to have processed the transaction wrong, report it to your bank.
Citigroup, for example, asks customers making an ATM claim to know their account or card number, what happened, the ATM’s location or identification number, and the transaction’s date, time, and amount.
What to Do Next
The most important thing to keep in mind is to ask your bank what happened immediately. Focus on whether or not your debit card is recoverable, contact the ATM operator, tell your bank, and lock and cancel your card if you need to.
And, you should check your account history for any unusual transactions.
Losing a debit card at an ATM doesn’t always mean your money’s at risk. But, treating the situation as a lost or compromised card minimizes the chances of unauthorized use and makes replacing the card easier.
