Manual Debit Reviews Can Cost Banks $2.4 Million a Year

A difference of just 0.50 percentage points in debit authorization performance can turn into a five-figure monthly revenue leak for an issuer.

The PYMNTS Intelligence report “The Hidden P&L of Legacy Debit” examined the cost of running an old debit platform. Processor invoices capture transaction fees, minimums and support charges. They often miss the larger expenses created by false declines, fraud losses, manual exception handling and slow product development. Issuers can build a stronger modernization case by measuring these hidden costs before launching a processor migration.

The scale of those costs becomes clearer when institutions apply their own transaction and staffing data:

A 0.50 percentage-point avoidable false-decline rate across 10 million monthly transaction attempts would reject 50,000 legitimate purchases. At 24 cents of interchange per transaction, that represents about $12,000 in lost monthly revenue before accounting for customer calls, reduced card use or account attrition.

Banks handling 25,000 monthly debit exceptions, each requiring an average of 12 minutes, would consume 5,000 staff hours. At a loaded labor cost of $40 an hour, the operational expense reaches $200,000 per month, or $2.4 million annually.

Debit represented 30% of consumer payments by number in 2024, according to Federal Reserve data cited in the report. Additionally, 39.8% of consumers used debit for their most recent in-store, non-grocery purchase, compared with 29% who used credit.

The figures showed why debit infrastructure functions more like an engine than a utility bill. A processor can continue authorizing transactions while still creating friction that reduces revenue, slows employees and sends customers elsewhere.

The survey identified several ways modern infrastructure can improve that equation. Real-time decisioning can help issuers approve more legitimate purchases without weakening fraud controls. Instant digital issuance can let customers begin using an account before a physical card arrives. Configurable spending controls, wallet provisioning and real-time alerts can also make debit more useful and strengthen the everyday customer relationship.

Modernization still requires careful planning. Institutions must coordinate token migration, network routing, BIN sponsorship, customer cohorts and parallel processing. They also need to measure results after conversion, including authorization rates, fraud losses, exception volumes, complaints and wallet performance.

The positive takeaway is that issuers do not need to treat hidden debit costs as permanent. Once these costs become visible, institutions can target the largest sources of leakage and build a clearer financial case for change.

At PYMNTS Intelligence, we work with businesses to uncover insights that fuel intelligent, data-driven discussions on changing customer expectations, a more connected economy and the strategic shifts necessary to achieve outcomes. With rigorous research methodologies and unwavering commitment to objective quality, we offer trusted data to grow your business. As our partner, you’ll have access to our diverse team of PhDs, researchers, data analysts, number crunchers, subject matter veterans and editorial experts.