If an ATM transaction debits your bank account but no cash is dispensed, the amount should normally be reversed automatically. If it is not reversed, you should report the failed transaction to your bank. RBI also prescribes an outer time limit for reversal, beyond which compensation may become payable.

Here is what you should do, what the RBI rules provide, and how to escalate the matter if your money is not returned.

Quick Answer

For a failed ATM transaction where your account is debited but cash is not dispensed, first check whether the amount is automatically reversed. Many failed ATM transactions are reversed automatically after reconciliation. If the amount is not automatically reversed within a few hours, you may lodge a complaint with your bank without waiting any further.

What Does RBI Say?

Under the RBI framework for failed transactions, if your account is debited during an ATM withdrawal but cash is not dispensed, the failed transaction should be reversed within T+5 calendar days (the outer limit), where T is the date of the transaction.

If the amount is not reversed within this period, compensation of ₹100 per day is payable for the delay beyond T+5 days. The compensation should be credited to the account automatically, without requiring a separate claim from the customer.

Source: RBI – Framework for Failed Transactions

Example

Suppose ₹10,000 is debited from your account during an ATM withdrawal but the ATM does not dispense any cash. If the transaction takes place on 10 August, 10 August is “T”. The bank should reverse the failed transaction within the applicable T+5 days timeline.

If the reversal is delayed beyond the prescribed period, compensation of ₹100 per day becomes payable for the period of delay beyond T+5.

What You Should Do – Step by Step

1. Check whether the amount has already been reversed. Failed ATM transactions are often reversed automatically, so first check your account balance or transaction history.
2. Note down the transaction details. Keep the date and approximate time of withdrawal, ATM location, amount, transaction/reference number and the last four digits of the card handy.
3. Report the failed transaction to your bank. Use the bank’s official customer-care number, mobile or internet banking complaint facility, branch or other official grievance channel. Obtain and preserve the complaint/reference number.
4. Monitor your account for the reversal. Under the RBI framework, where the account is debited but cash is not dispensed, the failed transaction should be reversed within a maximum of T+5 days.
5. Check for compensation if the reversal is delayed. If reversal takes place beyond T+5 days, ₹100 per day is payable for the delay beyond the prescribed period. The compensation is required to be credited automatically.
6. Escalate the complaint if the issue remains unresolved. If your bank does not resolve the matter satisfactorily, escalate it through the bank’s grievance-redressal hierarchy. If necessary, the matter can subsequently be taken to the RBI’s complaint mechanism, subject to the applicable requirements.

Keep These Details Ready

• Date and approximate time of the ATM transaction
• Amount attempted to be withdrawn
• ATM location
• Transaction or reference number
• Last four digits of the debit/ATM card
• SMS or account statement showing the debit
• ATM receipt (if generated)
• Bank complaint/reference number
• Screenshot or other supporting evidence, if available

Important: Never share confidential banking information such as your full debit/ATM card number, CVV, PIN, OTP, internet banking password or other security credentials with anyone.

Ready-to-Use Complaint to Your Bank

If the amount has not been reversed, you can use the following format to raise a complaint with your bank. Replace the details in brackets with your own information.

Complaint Format

Subject: Complaint regarding ATM cash not received but account debited

Madam / Dear Sir,

I wish to report a failed ATM transaction in which my account was debited, but cash was not dispensed by the ATM.

Transaction details:
Account No.: [Enter account number before sending to your bank]
Date of transaction: [DD/MM/YYYY]
Approximate time: [Time]
Amount: ₹[Amount]
ATM location: [Location]
Transaction/Reference No.: [Reference Number]

I request you to investigate the failed transaction and reverse the debited amount to my account at the earliest.

I also request that applicable compensation, if any, be credited in accordance with the RBI framework governing failed ATM transactions.

Kindly register my complaint and provide me with the complaint/reference number.

Thanking you.

Yours faithfully,
[Your Name]
[Registered Mobile Number]

Important: BankBodh does not ask you to enter your account number, card details, PIN, CVV, OTP or other confidential banking information on this website. Copy this format and fill in the required details only when communicating directly with your bank through its official channels.

If the Bank Does Not Resolve the Issue

If the amount is not reversed within the applicable timeline, or the bank does not satisfactorily resolve your complaint, do not leave the matter there. Escalate it through the bank’s official grievance-redressal mechanism.

Keep the complaint/reference number issued by the bank, as it will be important if you need to take the matter further.

Escalation – Step by Step

1. Contact your bank and register the failed ATM transaction through an official channel. Obtain and preserve the complaint/reference number.
2. If the issue remains unresolved, escalate the complaint to the bank’s designated grievance-redressal authority as per the escalation mechanism published on the bank’s official website. Link below.
3. Clearly mention your original complaint/reference number, transaction details, the date on which you first complained and the relief sought.
4. If the bank does not respond within 30 days from the date of your complaint, or you receive a response but are not satisfied with it, you may lodge a complaint under the Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS, 2026), subject to the applicable conditions.
5. RBI complaints can be filed online through the RBI Complaint Management System (CMS).

Important: Do not share your PIN, CVV, OTP, internet/mobile banking password or other authentication credentials while pursuing a complaint. Use only the bank’s and RBI’s official communication channels.

Ready-to-Use Escalation Complaint

If you have already complained to your bank but the issue remains unresolved, you may use the following format to escalate the matter to the bank’s designated grievance-redressal authority.

Replace the bracketed portions with your details only after copying the format. Do not enter confidential banking information on BankBodh.

Subject: Escalation of complaint – ATM cash not received but account debited

Madam / Dear Sir,

I wish to escalate my complaint regarding a failed ATM transaction in which my account was debited but cash was not dispensed.

Account No.: [Enter account number before sending to your bank]
Date of transaction: [DD/MM/YYYY]
Amount: ₹[Amount]
Transaction/Reference No.: [Reference Number]

Original complaint/reference No.: [Complaint Number]
Date of original complaint: [DD/MM/YYYY]

Despite my earlier complaint, the matter remains unresolved / the amount has not yet been credited to my account.

I request you to kindly review the matter and arrange for reversal of the debited amount at the earliest.

I also request that applicable compensation, if payable under the RBI framework governing failed ATM transactions, be credited to my account.

Kindly provide me with the action taken and resolution of my complaint.

Thanking you.

Yours faithfully,
[Your Name]
[Registered Mobile Number]

Find your bank’s official grievance-redressal channels, escalation contacts and nodal officer information.