Cards and ATM problems
What to do when a card is missing or a withdrawal goes wrong.
A card is lost, stolen or retained
Contact the card issuer promptly using the number on a trusted statement, in the issuer's app or on another established record. Ask about blocking or replacing the card. If an ATM retains it, note the operator, location and time. Do not accept assistance that requires sharing your PIN.
Cash was not dispensed, or the amount was wrong
Keep the receipt if available and note the ATM location, operator, time, requested amount and cash actually received. Check whether the withdrawal appears in your account. Report the discrepancy to the card issuer; retain a copy of the information and any case reference.
A purchase or withdrawal is declined
Check available funds, applicable card limits, expiry and whether the card is supported by the merchant or ATM. A decline can have several causes. Contact the issuer for the reason before repeatedly trying the transaction; support will need the time, amount and merchant or ATM details, not your PIN.
An amount looks unfamiliar
Compare the date and amount with receipts and consider whether the merchant trades under a different name. If you still do not recognise it, report it promptly to the issuer. Never send a full card photograph, security code or PIN through a general enquiry.