Online Banking Fraud in Pakistan: What to Do and How to Report It

If money has gone out of your bank account without your consent, act at once.

First, call your bank. Ask the bank to block your card, app, or online bank access if there is still a risk.

Tell the bank that the payment was not made by you.

Ask for a complaint or case number.

Then save all proof.

You can also report the case to the National Cyber Crime Investigation Agency, known as NCCIA. NCCIA deals with cyber fraud and other online crime in Pakistan. Its 24-hour cyber crime helpline is 1799.

Do not wait to see if the money comes back on its own.

What is online banking fraud?

Online banking fraud is when a person uses a phone, app, website, card, code, or bank data to take your money by fraud.

This can happen in many ways.

For example:

• You get a fake bank call.
• You share an OTP with a scammer.
• You open a fake bank link.
• Someone gets your bank app PIN.
• Your bank app is hacked.
• A fake bank page steals your login data.
• A person sends you a false payment link.
• Money leaves your account without your consent.
• A scammer gets access to your card data.
• Someone uses your name or ID to commit fraud.

NCCIA has a public page for financial fraud. It tells users to stay alert to fake emails, calls, texts, and other tricks used to steal money or bank data. NCCIA states that rights in such cases may be protected under sections 13 and 14 of PECA 2016.

The exact law that applies will depend on how the crime took place.

What should I do first if money has left my bank account?

Contact your bank at once.

This is the first key step.

The State Bank of Pakistan says a person with a case of an unauthorised withdrawal or debit should first contact the bank, DFI, or microfinance bank and try to resolve the issue with it.

Tell the bank:

• the sum that was taken
• the date and time
• the bank account used
• the transaction ID
• whether you gave an OTP
• whether you clicked a link
• whether you spoke to a scammer
• whether your card or phone may be at risk

Ask the bank if it can stop, hold, trace, or dispute the payment.

Do not make a false claim. Give the bank the facts as they took place.

Also ask for a complaint number.

Keep that number safe.

Should I block my bank card or online account?

Yes, if you think it is still at risk.

Tell your bank what took place.

The bank may tell you to:

• block your debit or credit card
• reset your bank app PIN
• reset your web bank password
• log out other devices
• block online use
• block foreign use
• place a hold on the account
• get a new card

Follow the bank's own safe steps.

Use the phone number from the bank's own site, app, card, or bank paper.

Do not call a number sent to you by the person who may have scammed you.

What if I shared my OTP with the scammer?

Call your bank now.

Tell the bank that you shared the OTP.

Do not hide this fact.

The bank needs the full facts to check the case.

Change your bank PIN and password if the bank tells you to do so.

Also change the password of the email account linked to your bank if you think that email may be at risk.

Do not share any new OTP.

A bank worker should not need your OTP in order to receive a fraud complaint.

What proof should I save?

Do not delete chats, calls, texts, or payment data.

Save as much proof as you can.

Useful proof may include:

• bank SMS alerts
• bank app screen shots
• transaction ID
• bank statement
• amount lost
• date and time
• scammer's phone number
• scammer's bank account or IBAN
• wallet number
• WhatsApp chat
• SMS chat
• email
• fake web link
• social media profile
• voice note
• call log
• payment slip
• QR code
• screen shots of the fraud
• name used by the scammer

Keep the first files as they are.

Do not edit the screen shots.

If you can, also write a short time line.

How do I report online banking fraud to NCCIA?

You can report cyber fraud to NCCIA.

Current NCCIA report routes include:

• Cyber Crime Helpline: 1799
• NCCIA online complaint portal
• Email: helpdesk@nccia.gov.pk
• An NCCIA office in your area

What do I need for an NCCIA complaint?

NCCIA's FAQ lists three core items for a complaint.

You should have:

1. A written request with your name, address, city, and contact details.
2. A copy of your CNIC.
3. A copy of the proof linked to your case.

For bank fraud, also take your bank proof with you.

This may include the transaction record and your bank complaint number.

Do not send your bank PIN, full password, or live OTP as part of a normal complaint.

What should I write in the complaint?

Keep it clear.

State:

• your full name
• CNIC
• phone number
• city
• bank name
• account details needed to trace the case
• amount lost
• date of fraud
• how the scam began
• phone number or account used by the scammer
• transaction ID
• what you did after the fraud
• bank complaint number
• list of proof attached

Use dates and facts.

Avoid guesses.

What law may apply to online bank fraud in Pakistan?

Pakistan's main cyber crime law is the Prevention of Electronic Crimes Act, 2016, often called PECA.

NCCIA's own financial fraud page points to sections 13 and 14 of PECA 2016 for financial fraud issues.

Section 14 deals with electronic fraud.

Other parts of PECA may also matter when a case involves stolen data, fake digital records, account access, identity data, or spoofing.

The right section depends on the facts.

Is an NCCIA complaint enough?

Not always.

If money came out of a bank account, you should also raise the issue with your bank.

The two steps have a different aim.

Your bank deals with your account, the payment, and its own complaint process.

NCCIA can look into the cyber crime.

What if my bank does not solve the complaint?

Keep all bank complaint records.

The State Bank of Pakistan has a consumer complaint process.

SBP says the customer should first contact the bank, DFI, or microfinance bank.

If the issue is not resolved through that route, the matter may then be taken through the banking complaint system, based on the type of firm and case.

SBP also runs the Sunwai customer complaint portal for banking complaints.

Can I get the stolen money back?

It may be possible in some cases.

There is no safe way to promise this.

The result can depend on:

• how fast you report it
• where the money went
• whether the funds are still in the other account
• how the payment was made
• what proof exists
• whether the bank can trace the funds
• whether another bank or wallet is involved
• how the fraud took place

Fast action can help.

It does not make a refund sure.

Quick action list

If you have just found the fraud, do this now:

1. Call your bank.
2. Ask it to stop more loss.
3. Block the card or app if needed.
4. Get a bank complaint number.
5. Save all proof.
6. Write a short time line.
7. Report the case to NCCIA.
8. Keep your CNIC copy and proof ready.
9. Watch your bank account for more use.
10. Do not send the scammer more money.

Official help

NCCIA Cyber Crime Helpline: 1799

NCCIA Helpdesk: helpdesk@nccia.gov.pk

For a bank complaint, first contact your own bank. State Bank of Pakistan also provides its consumer protection and Sunwai complaint channels.

Key point

If online bank fraud has just happened, call your bank first.

Stop more loss.

Save the proof.

Then report the cyber crime.

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Related guides and help

• OTP fraud in Pakistan
• Easypaisa fraud complaints in Pakistan
• JazzCash fraud complaints in Pakistan
• phishing and fake bank link scams
• All money, banking and financial fraud guides

If you need legal advice on a cyber fraud case, our cyber crime lawyers in Pakistan can talk your situation through. You can also contact LawBridge for a consultation. This guide is general information, not legal advice for your specific matter.

Last checked: 14 August 2026.