Quick answer
If an ATM debits you without dispensing cash, note the ATM location and time, save the debit alert, avoid repeated withdrawals, report to your bank immediately and keep the complaint reference. Escalate if the bank does not reverse after investigation.
This guide is written for Nigerians who need a practical next step. It gives the direct answer first, then shows what to verify, what to prepare, what mistakes to avoid and which related Explainer.NG pages can help.
What to do immediately
Stay calm and record the exact details: ATM location, bank name on the machine, time, amount, account debited and whether a receipt printed. If people are waiting, do not expose your card details while trying to document the issue.
If the ATM is inside a bank branch, report to the branch immediately. If it is offsite, contact your own bank through official channels.
- ATM location
- Date and time
- Amount requested
- Amount dispensed if any
- Debit alert
- Receipt or no receipt
- Card bank and ATM bank
Which bank should you contact?
Start with the bank that issued your card or owns the debited account. If another bank's ATM caused the issue, your bank can raise the dispute through the settlement process.
Keep the complaint number because it proves the date you reported the issue and helps escalation if the reversal delays.
When to escalate
Many dispense errors reverse after investigation, but do not wait indefinitely without records. If your bank gives no clear update, use your complaint reference and supporting evidence to escalate.
For CBN escalation, show evidence that you first lodged the complaint with your bank.
Checklist
- Save debit alert
- Record ATM location
- Report to your bank
- Get complaint reference
- Check statement
- Escalate with evidence if unresolved
People also ask
Should I call the ATM owner's bank?
You can notify them, but your own bank should be your main complaint channel.
What if no receipt printed?
Use the debit alert, statement and ATM details as evidence.
Can I withdraw again immediately?
Avoid repeated attempts until you understand what happened.
What if the bank says it was successful?
Ask for the investigation outcome and escalate with your evidence if you disagree.
Can CBN help?
CBN can receive escalated complaints after you first report to your bank.