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Call 1930 immediately to report cyber financial fraud, then notify your bank through its official channel and complete a portal report at cybercrime.gov.in. Save every acknowledgement and transaction record. Reporting quickly may help limit further loss, but it does not guarantee that the money will be recovered.
What to do first after a banking scam
- Call 1930 right away. This is the national helpline for immediate reporting of cyber financial fraud, according to the National Cyber Crime Reporting Portal. Give accurate transaction details and follow the instructions you receive.
- Complete the portal report if you started by phone. The official citizen instructions say a caller receives a system-generated login or acknowledgement ID and must complete the online complaint within 24 hours. Keep the ID and the portal complaint reference.
- Contact your bank using a verified channel. Use the bank’s official app, website, card or statement contact details—not a number supplied by the suspected scammer. Report every transaction you did not authorize, request that the bank block any compromised cards, credentials, payment access or accounts as appropriate, and ask for a complaint reference. RBI guidance says banks must provide reporting channels and take immediate steps to prevent further unauthorized transactions after notification: RBI customer-protection directions.
- Submit the relevant cybercrime complaint. On the portal, use Report Other Cybercrimes; its FAQ says this route includes online financial fraud. Enter the details accurately and retain the submission acknowledgement.
- Preserve evidence. Save bank statements, transfer receipts, transaction IDs, amounts and times, UPI or beneficiary details, messages, caller numbers, relevant screenshots, and your bank and portal acknowledgement numbers. The portal’s citizen instructions and FAQ identify transaction information, screenshots, bank statements and online transfer receipts as useful supporting details.
- Contact police for an emergency. The portal identifies 112 as the national police helpline and directs people to local police in an emergency or for crimes beyond the portal’s scope. See its complaint guidance.
Which complaint channel should you use?
These routes serve different purposes. A cybercrime report and a bank service complaint are not substitutes for one another.
| Route | What it does | What to retain or expect |
|---|---|---|
| 1930 and cybercrime.gov.in | Reports cyber financial fraud for coordinated response and law-enforcement handling. | Keep the phone-report acknowledgement or login ID and complete the portal complaint if you began by phone. Sources: portal and citizen instructions. |
| Your bank’s official fraud channel | Registers the account or payment dispute and lets the bank act to prevent further unauthorized use. | Keep the complaint number and time of notification. Prompt notice is relevant to RBI’s liability rules. Source: RBI directions. |
| Local police or 112 in an emergency | Provides an emergency and local law-enforcement route. | Follow police instructions. State and union territory agencies handle investigation. Sources: portal guidance and Ministry of Home Affairs / PIB. |
| RBI Integrated Ombudsman | Escalates an eligible unresolved complaint about a regulated entity’s service. | First complain to the bank or other regulated entity, then follow RBI’s eligibility rules and filing window. Source: RBI FAQ. |
What RBI’s unauthorized-transaction rules mean
RBI’s customer-liability directions apply to unauthorized electronic banking transactions. They do not promise a refund for every scam or disputed payment. The outcome depends on the facts, including whether the bank contributed to the loss, whether the customer was negligent, or whether a third-party breach occurred elsewhere in the system. Ask the bank to assess your case under the applicable rule.
If you shared credentials
Under RBI’s directions, a customer who shares payment credentials bears the loss until notifying the bank; transactions made after the bank is notified are borne by the bank. Report the incident as soon as you realize what happened.
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If a third-party breach occurred
Where neither the bank nor the customer is at fault and a breach occurs elsewhere in the system, RBI sets different outcomes according to how quickly the customer notifies the bank after receiving the bank’s transaction communication:
- Within three working days: zero customer liability.
- Within four to seven working days: customer liability is limited to the transaction value or the applicable amount in RBI’s table, whichever is lower.
- After seven working days: the bank’s board-approved policy applies.
These time bands are conditional on the circumstances described in the RBI directions; they are not a blanket guarantee for every scam. The RBI notification states: “The burden of proving customer liability in case of unauthorised electronic banking transactions shall lie on the bank.” See the full customer-protection notification.
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When a shadow reversal and resolution are required
For cases that qualify for zero or limited liability, RBI says the bank must provide a shadow reversal within 10 working days of the customer’s notification. The bank must resolve the complaint and establish liability within the period in its board-approved policy, which cannot exceed 90 days. These are conditional requirements for qualifying cases, not a recovery timetable for every fraud report.
How to escalate a complaint against your bank
- Complain to the bank first and retain the complaint reference and any reply.
- Use the RBI Integrated Ombudsman Scheme if eligible. You may escalate if the bank’s response is unsatisfactory or it has not replied within 30 days. The RBI scheme FAQ gives an outer filing window of one year after receiving the regulated entity’s response, or one year and 30 days after your representation if no response arrives. Check the FAQ for eligibility and current filing instructions.
This route concerns an unresolved service complaint against a regulated entity. For a portal complaint filed using Report and Track that has not received an appropriate response, consult the portal’s current state and union territory nodal and grievance officer contacts.
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What happens after a cybercrime portal report?
A portal submission does not automatically mean an FIR has been registered or that an investigation will follow a uniform timeline. Police and public order are state subjects; state and union territory law enforcement handles converting cybercrime reports into FIRs and subsequent action. The Ministry of Home Affairs / PIB describes those responsibilities. Follow any directions from the relevant police authority.
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