I lost my passbook or ATM card — what's the process?
Last updated: 2026-07-12 · Educational content; not legal advice.
Short answer
Act fast to protect your money, then replace the item. For a lost ATM/debit card, report it to your bank immediately through its hotline or app so the card is blocked against unauthorized use — the sooner you report, the stronger your position on any fraudulent transaction (unauthorized-transaction disputes are handled under RA 11765 and the BSP's consumer-protection rules; for the dispute mechanics see the Unauthorized Charges and e-wallet clusters). For a lost passbook, notify the branch and expect to execute an affidavit of loss and present valid ID before a replacement passbook is issued; the bank may charge a disclosed replacement fee. Your deposit is not lost with the book — the passbook is only a record of the account, not the money itself.
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Frequently asked
Is my money gone if I lost my passbook?
No. The passbook is only a record of your account, not the money. Notify the branch, execute an affidavit of loss, and present valid ID to get a replacement passbook; the deposit stays yours.
What do I do first if I lost my ATM card?
Report it to your bank immediately (hotline or app) so the card is blocked. Prompt reporting strengthens your position on any unauthorized transaction, which is disputed under RA 11765 and BSP rules — see the Unauthorized Charges cluster for the dispute steps.
Will there be a fee?
Banks commonly charge a replacement fee for a passbook or card. It must be a disclosed fee (RA 3765 / RA 11765). Ask for the amount up front, and keep the receipt.
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