Key takeaways
- Block the card in your banking app or by calling the number on the back of the card.
- Dispute every unauthorised payment in writing, as early as possible.
- Never give the bank’s caller a code: real fraud teams don’t ask for one.
- Keep statements, screenshots and the police report in one file.
You open your banking app and see a payment you never made, maybe small, maybe large. Card fraud is common, and banks are used to it. In many countries, the law protects you against unauthorised payments, as long as you react quickly and haven’t been grossly negligent. Here’s what to do.
1. Block the card immediately
Use the “freeze” or “block” option in your banking app, or call your bank’s card-blocking line, available 24/7. Ask for a new card. If the fraud involves a payment app or a mobile wallet, block it there too.
2. Check what else was affected
- Review your transactions for the last few weeks: fraudsters often test with tiny payments first.
- Check other cards and accounts linked to the same email or phone.
- If you entered your card on a suspicious site or gave details on the phone, tell the bank: it helps them understand the case.
3. Dispute the payments
Tell your bank which payments you didn’t authorise, and confirm in writing (secure message, email or letter). Many banks have a dispute form. Ask for a reference number. Under rules such as the EU’s payment services rules, banks must generally refund unauthorised payments quickly unless they can show fraud or gross negligence by you; elsewhere, card networks’ chargeback rules often apply. Deadlines exist, so don’t wait for the next statement.
If you receive a call from “your bank” asking you to read a code, approve a payment in your app or move your money to a “safe account”, it’s a scam. Hang up and call the official number yourself.
4. Report the fraud
File a report with the police or your country’s fraud service (see /blog/how-to-report-an-online-scam/). Some banks ask for the report before refunding, especially for large amounts. Keep the receipt.
5. Find the leak and close it
- Change your banking password and your email password.
- Turn on payment notifications and strong authentication for online payments.
- Remove your card from shops and sites you no longer use.
- Be wary of SMS and emails asking to “confirm” card details: see /blog/phishing-sms-how-to-recognise-fake-texts/.
Keep a clear file
Write down the timeline: when you noticed, when you called, who you spoke to, reference numbers. Chameleon AI can store the screenshots and statements as one incident and help you write a factual timeline, which is useful if the bank questions the dispute.
Frequently asked questions
Will my bank refund me?
In many countries, yes for unauthorised payments reported quickly, unless the bank shows you acted with gross negligence (for example, sharing your code). If you authorised the payment yourself under a scammer’s pressure, refunds are less certain and depend on local rules.
What if the payment is still “pending”?
Tell the bank immediately: a pending payment can sometimes be stopped before it’s completed.
How did they get my card details?
Common sources are fake websites, phishing messages, data breaches at shops, and card skimmers on terminals or ATMs. You may never know which, which is why monitoring and quick blocking matter.
General information to help you get organised, not legal advice. Procedures and numbers can change: confirm them with the office concerned, and in danger call your local emergency number first.
