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If you spot a credit-card transaction you did not authorize, contact your card issuer immediately to secure the card and formally dispute the charge. If it is cyber financial fraud, report it separately through India’s National Cyber Crime Reporting Portal by calling 1930 or visiting cybercrime.gov.in. These reports serve different purposes: a cybercrime report does not replace the issuer dispute.
First, determine whether the charge was unauthorized
An unauthorized transaction is one you did not make or approve. If you made the purchase but are unhappy about delivery, quality, cancellation, or a missing refund, that is generally a merchant or billing dispute—not automatically card fraud. Contact the merchant and issuer through their official channels and describe the issue accurately.
What to do immediately
- Contact the card issuer. Use the issuer’s official app or website, or the phone number printed on your card or statement. State that the transaction is unauthorized. Ask the issuer to block or secure the card and register a dispute for the specific transaction. Request an acknowledgement or case number, and note when the issuer received your report. RBI’s 6 July 2017 circular requires banks to offer 24×7 reporting channels for unauthorized transactions or lost or stolen payment instruments, and to take immediate steps to prevent further unauthorized transactions after notification: RBI circular on limiting customer liability.
- Report cyber financial fraud separately. Call 1930 or submit a report at cybercrime.gov.in. The National Cyber Crime Reporting Portal directs victims of cyber financial fraud to call 1930 for immediate reporting. This is a law-enforcement reporting route; it does not register or resolve your issuer’s billing dispute.
- Save evidence. Keep the transaction alert or statement entry, transaction date and amount, merchant descriptor, issuer case number, and relevant email or receipt. The portal’s FAQ lists credit-card receipts, bank statements, transaction receipts, email copies, and other records as possible evidence: National Cyber Crime Reporting Portal FAQ.
- Keep acknowledgements and follow up. Save the issuer and cybercrime reporting references, then follow up with each through its official channel. Do not give a caller claiming to investigate the incident your OTP, PIN, CVV, or password.
How the reporting channels differ
| Channel | Purpose | When to use it |
|---|---|---|
| Card issuer | Secure the card and dispute the transaction. | Immediately after identifying an unauthorized charge. |
| 1930 or cybercrime.gov.in | Report suspected cyber financial fraud to the authorities. | Promptly, as a separate report alongside the issuer dispute. |
| RBI Complaint Management System (CMS) | Seek redress for an eligible complaint about a regulated entity’s service. | After first complaining to the entity; see the escalation conditions below. |
What RBI rules say about customer liability
RBI’s 6 July 2017 circular includes credit-card accounts in its framework for unauthorized electronic banking transactions. The result depends on who was at fault and how quickly you notified the bank after receiving its transaction communication. The circular’s reporting windows use working days based on the home branch’s working schedule, and exclude the date you received the communication; they are not calendar-day deadlines.
- Bank deficiency or contributory negligence: Customer liability is zero when the unauthorized transaction resulted from the bank’s deficiency or contributory negligence.
- Third-party breach, reported within three working days: If neither the bank nor the customer was at fault, notification within three working days of receiving the bank’s communication gives zero customer liability.
- Third-party breach, reported in four to seven working days: Liability is limited to the transaction value or the applicable cap, whichever is lower. The cap is ₹10,000 for credit cards with limits up to ₹5 lakh, and ₹25,000 for other credit cards.
- Third-party breach, reported after seven working days: The bank’s board-approved policy determines liability.
- Customer negligence: If the loss resulted from customer negligence, such as sharing credentials, the customer bears the loss until notifying the bank. Any loss after notification is borne by the bank.
These are conditional rules, not a guarantee that every disputed charge will be reversed or that liability will always be zero. Report the transaction as soon as you discover it and give the issuer accurate information.
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Reversal and resolution timelines
For cases that qualify for zero or limited liability, the circular requires the bank to provide a shadow reversal within 10 working days after notification, without waiting for an insurance claim. The bank must resolve the complaint and determine liability within its policy timeline, which cannot exceed 90 days. If it cannot resolve the matter or determine liability within 90 days, the prescribed compensation is due immediately. Under these provisions, a credit-card customer should not bear an additional interest burden.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.When and how to escalate to RBI
Complain to the issuer first and retain its acknowledgement. If the issuer’s response is unsatisfactory, or it has not replied within 30 days, you may be able to complain under the RBI Integrated Ombudsman Scheme, provided your complaint is eligible. The scheme offers cost-free redress for eligible service-deficiency complaints against regulated entities. Submit through RBI’s Complaint Management System (CMS): RBI press release on the Integrated Ombudsman Scheme. This is an escalation route concerning the regulated entity’s handling of your complaint—not an immediate fraud-reporting channel.
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