If you have just lost money to suspected online fraud, stop interacting with the person who requested it. Concentrate on reporting, securing access and preserving evidence. Use this guide as a practical order of work. The first hour is a response priority, not a promise of recovery or a deadline after which reporting becomes pointless.
Official cyber-safety guidance published by PIB urges immediate reporting through 1930, the National Cybercrime Reporting Portal at cybercrime.gov.in, and the bank's official helpline. Begin these contacts promptly; do not wait to write a perfect account of everything that happened.
Call and report before chasing the sender
Use another trusted device if you are uncomfortable using the affected phone. Ask a trusted person to help collect records while you make the calls. Keep one incident note so that the bank, portal and police receive a consistent account. Record what you know and identify anything you still need to check.
Say clearly that you are reporting suspected financial cyber fraud. Explain whether you made the transfer yourself under deception, saw a debit you did not authorise, or shared information before the debit appeared. Do not describe an authorised transfer as unauthorised merely because you later discovered the recipient was dishonest.
Keep the acknowledgement from each report. If you call first, complete the online complaint and follow the instructions you receive. Record any failed attempt to contact a service and try another official reporting channel. Do not abandon the report because you cannot immediately identify the recipient's real name or location.
Have the transaction details ready
The National Cybercrime Reporting Portal's complaint checklist asks for incident details, identity evidence and relevant supporting material. For financial fraud, it lists the bank, wallet or merchant, transaction ID or UTR, transaction date and amount. Prepare screenshots and any available suspect account or contact details.
- Write the date and time of each payment, its amount and its transaction reference exactly as displayed.
- Identify the account, card, wallet or UPI service from which the money went.
- Save recipient account details, UPI IDs, names and payment requests where available.
- Preserve messages, emails, phone numbers, website addresses and screenshots.
- Record when you noticed the problem and when you first contacted the bank.
Make a separate entry for each transfer instead of giving only a total. Keep original files alongside your summary. Avoid cropping away timestamps or editing a screenshot to make it easier to read. If a detail is unavailable, say so and ask how to add it later rather than inventing a replacement.
Contact the bank and secure payment access
Use the bank's own website, established app or number printed on your card. PIB's guidance specifically recommends the official bank helpline. Ask the bank to block affected cards, UPI access and net banking as appropriate, and explain whether the phone or credentials may also be compromised.
Ask the representative to confirm what has been blocked and what remains active. Mention other accounts or payment services that used the same affected device. Request instructions for restoring access safely. Do not assume that ending a call, deleting an app or replacing a password completes the bank's fraud-reporting process.
Follow the call with a written complaint through the bank's official complaint form, secure message or designated email address. Identify every disputed transaction and request investigation. State the earlier telephone complaint reference. Keep the sent message, attachments and acknowledgement together, including the time of submission.
What the RBI circular says about liability
The RBI circular of 6 July 2017 concerns unauthorised electronic banking transactions. Its distinctions matter; do not assume every scam payment qualifies for the same treatment.
Under paragraphs 6-8, bank fraud, negligence or deficiency brings zero liability regardless of reporting. For a third-party breach where neither bank nor customer is at fault, reporting within three working days of receiving the bank's transaction communication brings zero liability.
For that third-party breach, reporting within four to seven working days limits liability per transaction to the lower of its value and Table 1's account-specific cap. Beyond seven, the bank's Board-approved policy applies. Count using the home branch's working schedule, excluding the communication-receipt date: RBI's tables and conditions.
Where customer negligence, such as sharing payment credentials, causes loss, the customer bears losses until reporting; the bank bears subsequent losses. See paragraph 7(i).
Shadow reversal and resolution
Paragraph 9 requires shadow reversal within 10 working days of notification, without awaiting insurance settlement, value-dated to the transaction. Paragraph 10 requires resolution and liability determination within 90 days of complaint receipt; if unresolved, compensation under paragraphs 6-9 applies.
Ask the bank which provision it is applying to your complaint and request its explanation in writing. Describe exactly what you entered, approved or disclosed. Avoid making assumptions about entitlement from a short social-media summary. Keep any credit notification and ask the bank to explain whether the investigation remains open.
Escalate an unresolved bank complaint
Use the bank's published grievance process and address your follow-up to its grievance officer. Include the original complaint, acknowledgements, transaction schedule and replies. State the unresolved issue and the action you are asking for. Keep the request specific, such as an investigation outcome, an explanation of liability or correction of an identified error.
The RBI Integrated Ombudsman FAQ, updated for the 2026 scheme, directs online complaints to cms.rbi.org.in. First complain to the bank. Escalation is available after an unsatisfactory reply, or no reply within 30 days or the applicable RBI, NPCI or card-network timeline, whichever is longer.
The same FAQ specifies filing within 90 days after that applicable period expires or the bank's last communication, whichever is later, subject to its conditions. Read the current eligibility requirements before submitting. Attach proof of the original bank complaint and explain the service failure clearly.
Follow up with police and reject recovery promises
Contact the local police or cybercrime police about your criminal complaint and FIR registration. The NHRC's official discussion of cyber fraud stresses FIR registration and support for victims. Ask for the complaint or FIR reference and the next reporting step; do not treat bank escalation as a substitute.
Be wary of anyone calling themselves a recovery agent who promises to retrieve your money for an advance fee. Our practical recommendation is to refuse guaranteed-recovery offers, verification payments and requests for remote access. Check any claimed connection to your case directly with the bank or investigating officer using contact details you obtained independently.
RBI says Ombudsman complaints are free. For related payment questions, read our failed UPI and card payment guide and UPI scam prevention guide. Keep fraud reporting separate from a routine failed-payment enquiry.
Quick checklist
- I stopped further payments and contact with the suspected fraudster.
- I used the official cybercrime and bank reporting channels.
- I preserved transaction references, amounts, times and evidence.
- I requested appropriate blocks and sent a written bank complaint.
- I recorded what I authorised or shared accurately.
- I kept acknowledgements and planned grievance and police follow-up.
- I refused advance-fee promises to recover the money.
Sources
Official sources checked on 30 October 2026.
