Important notice from BBVA to those who use their cards: watch out if this happens at the ATM

BBVA has issued an important warning for its customers. There's a situation that, although it's rare, can cause concern. It's about the retention of cards in ATMs.

In certain circumstances, a customer may go to withdraw money or perform a transaction and find that their card isn't returned. In this situation, it's essential to know the reasons why it happens. Above all, how to act to regain access to the account safely.

BBVA warns: an ATM can retain a card

When a card is retained in an ATM, the causes can be diverse. One of the most common reasons is a power failure. Or a technical problem that causes the ATM to shut down suddenly during the operation.

It can also happen if the user forgets to remove the card after completing a transaction. To prevent fraud and protect customer data, ATMs usually retain cards that remain in the slot for more than 40 seconds without being collected. Although an audible alert is activated beforehand to warn the user.

Another frequent reason is that the card is expired, blocked, or reported as lost. In these cases, the bank's security system prevents its return as a protective measure.

How to recover a card retained by an ATM?

The way to proceed in this situation depends on when it occurs. If the retention happens during office hours and the bank branch is open, it's most advisable to go to the bank staff. In the case of BBVA, employees will verify the holder's identity and check that the card isn't blocked.

If everything is in order, it will be returned. However, if the retention is due to the card being expired, the issuance of a new one will be managed.

On the other hand, if the incident occurs outside of customer service hours, the customer must contact customer service. BBVA is available 24 hours. Additionally, banking regulations require all ATMs to display a support phone number in an accessible place.

Options to operate without a card at BBVA

While the issue is being solved, BBVA offers several alternatives for its customers to access their money without needing to use a physical card. One of them is the Mobile Cash service, which allows sending money from the BBVA app or the web to any ATM of the entity. It's only necessary to generate a code in the application and use it at the ATM to withdraw the cash.

Another option is BBVA Wallet, a tool that facilitates the management of payments and other banking operations without the need for a card. Additionally, at some BBVA ATMs, it's possible to operate using the personal codes used to access online banking, allowing money withdrawal without a card.

To avoid any security issues, it's advisable to block the card immediately through the app or by calling customer service. It's also important to review account movements to detect any suspicious transactions.

If the bank confirms that the card can't be recovered, it will proceed to issue a new one, which may take a few days. Meanwhile, mobile payment and online banking options allow continued normal operations.