If you spot a credit-card transaction you did not authorise, contact the card issuer immediately through its official app, verified website or the number on your statement. Say that the transaction is unauthorised, ask the issuer to secure or block the card, and get a complaint reference number. Then send the dispute in writing and, if the suspected fraud was online, report it through 1930 or the National Cyber Crime Reporting Portal as well. These are separate steps: the cybercrime report does not replace the dispute with your issuer.
Your liability and any reversal depend on what caused the breach and how soon you reported it after receiving the transaction communication. RBI directions set out protections for specified cases, but they do not make every disputed charge an automatic refund.
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How do I report credit card fraud in India?
1. Contact the issuer using an official channel
Use the phone number in the card issuer’s official app or statement, or locate the contact channel on its verified website. Do not rely on a number in an unexpected message or on a search result you cannot verify. Tell the issuer plainly that you are reporting a credit-card transaction you did not authorise. Identify the transaction and ask the issuer to block or secure the card and prevent further use.
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Ask for a complaint or service-request number before ending the contact. RBI directions require issuers to provide multiple ways to report unauthorised transactions, including round-the-clock access, acknowledge a report with a complaint number and take immediate steps to prevent further unauthorised transactions after notification. The directions also require systems to record the dates and times of alerts and customer responses.
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If you see more than one unfamiliar charge, report the full set you can identify, but list each transaction separately. Ask the issuer whether the card has been blocked or otherwise secured and what you should do about a replacement card. Do not delay the initial report while trying to work out whether an unfamiliar merchant name is a payment processor or a business trading under another name; you can tell the issuer that the descriptor is unrecognised and update the complaint if you later identify it.
2. Submit the transaction dispute in writing
Use the issuer’s official written complaint or transaction-dispute channel as well as the fastest available reporting channel. State which transaction or transactions you dispute, and include the date, amount and merchant descriptor shown on the statement or alert. Record when you received the transaction communication, when you first contacted the issuer, and the reference number the issuer gave you. Save the written submission and its acknowledgement.
Be precise about what you know. If you do not recognise a merchant descriptor, say so; do not describe a transaction as fraudulent if you later identify it as a purchase you made. If several transactions are disputed, list each one separately so the issuer can investigate each charge.
A written record complements the urgent phone or app report: it helps you preserve the facts and gives you a copy of what you asked the issuer to investigate. Keep the submission focused on the disputed charges, how and when you noticed them, and the action you requested. If you need to add information later, refer to the original complaint number rather than opening an unconnected complaint where possible.
3. Report suspected online financial fraud through the government route
For suspected online financial fraud, call 1930 or submit a report on the National Cyber Crime Reporting Portal. Keep the portal acknowledgement or other report reference. The portal provides state and Union Territory nodal and grievance contacts for complaints made through its report-and-track process.
This is a parallel report about suspected cybercrime, not a substitute for notifying the card issuer and disputing the charge. The issuer is the party that can secure the card and handle the account transaction dispute; the cybercrime route records the suspected online fraud.
When you make the parallel report, keep the description consistent with what you told the issuer: identify the transaction details you know and distinguish confirmed facts from anything you are still checking. Retain the cybercrime acknowledgement separately from the issuer’s complaint number. They refer to different processes and may be needed at different stages.
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4. Build a dated record of what happened
Keep a simple chronology. Record the transaction date and time shown to you, when the alert arrived, the time of your first issuer contact, the card-block request, the issuer’s complaint number, any cybercrime report number, and the dates of later decisions and escalations. Save statement pages, alert screenshots, emails, portal acknowledgements and letters from the issuer.
Timing matters under RBI’s customer-liability directions. The issuer’s communication systems are required to capture alert and response dates and times, and the relevant reporting window is counted from receipt of the transaction communication rather than simply from the transaction date.
Include the time zone or the way a date and time appears on the alert if it could be unclear, and keep the original message or screenshot rather than relying on memory. Note whether you reported by phone, app, website or another official channel. If the issuer gives you a new reference number during a later call or escalation, add it to the same chronology. The point is to make the sequence easy to follow: when the charge appeared, when you learned of it, and when you notified the issuer.
Which reporting route should I use?
The issuer, cybercrime reporting service and RBI’s complaint-management route have different roles. Use them in the appropriate order rather than treating one report as a replacement for another.
| Route | Who receives it | What it is for | When to use it | What to retain |
|---|---|---|---|---|
| Card issuer | Your bank or other card issuer | Secure the card and investigate the disputed card transaction | Immediately after spotting a transaction you did not authorise | Transaction details, alert and contact times, complaint number, and written correspondence |
| 1930 or National Cyber Crime Reporting Portal | Government cybercrime reporting service | Report suspected online financial fraud | In parallel with the issuer dispute when online financial fraud is suspected | Report acknowledgement or reference and supporting transaction timeline |
| RBI complaint-management route | RBI’s Complaint Management System (CMS) | Seek redress for an unresolved grievance against a regulated entity, subject to current scheme rules | After first approaching the issuer and checking the current RBI eligibility and filing instructions | Your issuer complaint, response or evidence of no response, and supporting records |
These channels are not interchangeable. The issuer receives the cardholder’s transaction dispute and can take steps to secure the card. The cybercrime route is a report of suspected online financial fraud. RBI CMS is an escalation route for a grievance with a regulated entity, subject to the applicable scheme and eligibility rules; it is not the first step for blocking a card or the same thing as a cybercrime report.
Will I have to pay for a transaction I did not make?
Not necessarily, but a disputed transaction is not automatically refunded just because you deny authorising it or reported it quickly. The Reserve Bank of India’s 2017 directions on limiting liability for unauthorised electronic banking transactions distinguish among a third-party breach, customer negligence and a deficiency by the bank. Which category applies, and when you reported the incident, affect the liability outcome.
| What caused the loss | Effect described in RBI’s directions | Key qualification |
|---|---|---|
| Third-party breach where neither the customer nor the bank is at fault | Reporting within three working days of receiving the transaction communication gives zero customer liability. Reporting in four to seven working days limits liability to the lower of the transaction value or the applicable RBI table cap. | Reporting after seven working days is governed by the bank’s Board-approved policy. The working-day count excludes the date the communication was received and follows the home branch’s working schedule. |
| Customer negligence, such as sharing payment credentials | The customer bears losses up to the time the report reaches the bank; losses after reporting are borne by the bank under the direction. | The bank must establish the basis for assigning customer liability. |
| Bank deficiency responsible for the transaction | Customer liability is zero under the direction. | The cause of the breach must be established; the customer’s account of events alone does not determine the category. |
The RBI direction states: “The burden of proving customer liability in case of unauthorised electronic banking transactions shall lie on the bank.” That allocation of proof does not mean every disputed charge must be resolved in the customer’s favour. Ask the issuer to explain in writing the facts and rule it relied on to classify the transaction and calculate any liability.
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How the reporting clock works
For the specified third-party-breach rule, the three-working-day period starts when you receive the transaction communication, not on the transaction date. The date of receipt is excluded from the count, and the home branch’s working schedule determines working days. Preserve the alert or other communication showing when you received notice; if there was no alert, tell the issuer what you received and when.
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Repair common Windows errors and clear accumulated junk for a smoother, more stable PC - no reinstall needed.Free scan · no reinstallThe direction places reports made after seven working days under the bank’s Board-approved policy for this category. That is why prompt reporting is important even if you are still trying to identify the merchant or understand how the transaction occurred. Do not assume that the same outcome applies to a case involving shared credentials or a bank deficiency: those causes are treated differently.
The three-to-seven-day schedule is a specific rule for the described third-party breach where neither the customer nor the bank is at fault. It is not a general promise that a report within three days will settle every dispute in the same way. The RBI framework also treats customer negligence and bank deficiency separately, so describe the events accurately and ask the issuer to state which category it has applied. If the issuer assigns you liability, request the reasoning in writing and retain it with the transaction timeline.
How long does a bank take to reverse a fraudulent credit-card charge?
For qualifying zero- or limited-liability cases, the RBI direction calls for a shadow reversal within 10 working days after the customer notifies the bank. The reversal is to be value-dated to the transaction date. This is a specified interim requirement, not a promise that every disputed charge will receive an unconditional final refund on day ten.
The bank must resolve the complaint and establish any customer liability within the timeline approved by its Board, subject to a maximum of 90 days. If it cannot do so within 90 days, the direction provides for prescribed compensation. It also says that a credit-card customer should not bear an additional interest burden in the specified circumstances. These protections have conditions; ask the issuer to state whether it considers your case eligible and how it is applying the direction.
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What should I include in a written dispute?
A clear, factual submission makes it easier to match the complaint to the account record and preserve the timing details that can matter to liability. Include the following for every disputed charge:
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- The transaction date, amount and merchant descriptor as displayed by the issuer.
- When you received the transaction alert or other communication, and how you received it.
- When you first notified the issuer, the channel used and the complaint or service-request number.
- Your request to secure the card and prevent further use, and any confirmation the issuer gave.
- A concise statement of why you say you did not authorise the transaction, limited to facts you know.
- Relevant statement pages, alert screenshots, emails and any cybercrime report acknowledgement.
Keep copies of everything you send and save the issuer’s acknowledgements. If you later speak to the issuer, add the date, time, channel and outcome to your chronology. If a representative gives an explanation over the phone, ask for the decision and its basis in writing.
For a list of multiple charges, use a separate line for each transaction and make clear which amounts are disputed. Avoid guessing about how the card details were obtained or who made the charge. If you have a relevant cybercrime report acknowledgement, include or refer to it through an official issuer channel, while keeping the original. Share only the identifying information the issuer requests through its official process; never put a PIN, password or one-time password in an ordinary email or message.
Suggested wording
Subject: Dispute of unauthorised credit-card transaction(s)
I am disputing the following transaction(s) as unauthorised:
Date and time shown: [transaction date/time]
Amount: [amount]
Merchant descriptor: [descriptor]
I received the transaction communication at: [date/time]
I first reported this to you at: [date/time and channel]
Your complaint reference: [reference number]
Please secure the card and prevent further unauthorised use, investigate each listed transaction, and confirm in writing the decision and the basis for any liability assigned to me. Please also confirm the applicable complaint timeline.
[Name and card/account identifying details requested by the issuer]Use only the issuer’s official channel for account details. Do not include a PIN, password, one-time password or full security credentials in an ordinary email or message.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What if the issuer rejects the dispute or does not resolve it?
First, use the issuer’s grievance process
Ask the issuer for its written decision, the reason it considers the transaction authorised or assigns you liability, and the grievance route for review. If its first response does not address the facts you supplied, reply with the relevant timeline and documents and request a reasoned decision. Keep the complaint numbers and copies of the escalation.
When escalating within the issuer, restate the original complaint reference and identify the unresolved points rather than sending only a general expression of dissatisfaction. For example, point out if the issuer has not addressed when you received the alert, the time you reported the transaction, or the basis for deciding that you were liable. Keep the response or acknowledgement to the escalation. Those records can help establish what you asked the issuer to resolve and what it replied.
Then verify the current RBI Ombudsman process
The Reserve Bank of India credit-card FAQ checked on 11 October 2026 says a customer should approach the issuer first. It describes escalation to the Ombudsman where the issuer rejects a complaint wholly or partly, the customer is dissatisfied with the response or resolution, or there is no response within 30 days. That FAQ refers to the Reserve Bank – Integrated Ombudsman Scheme, 2021.
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There is an important currentness qualification: an RBI FAQ search result indexed on 11 October 2026 indicated that the Reserve Bank – Integrated Ombudsman Scheme, 2026 replaced the 2021 scheme, but the text of the 2026 scheme could not be inspected. Before filing, use RBI’s live CMS portal and current scheme instructions to verify the applicable waiting period, eligibility and filing method. Do not rely on the 2021 FAQ alone for current procedure.
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When you check eligibility, have your issuer complaint, its final response or the record showing that it did not respond, and the transaction chronology available. The RBI CMS route concerns an unresolved grievance against the regulated entity; it is not the same as making a cybercrime report.
Common mistakes that can weaken a dispute
- Waiting to contact the issuer while investigating on your own. Report first and ask the issuer to secure the card; you can continue identifying the merchant afterward.
- Reporting only to the cybercrime portal. A cybercrime report does not notify the issuer in place of a direct card dispute.
- Recording only the transaction date. Preserve when the alert or transaction communication arrived, because the specified reporting periods run from receipt.
- Assuming an OTP or other authentication proves who authorised a transaction. The applicable RBI framework turns on the cause of the breach and reporting period; ask the issuer to explain the evidence and liability decision rather than treating one fact as conclusive.
- Assuming that a prompt report guarantees a refund. Prompt notice is important, but the applicable liability category and investigation still matter.
- Using an old Ombudsman filing guide without checking current RBI instructions. The 2021 FAQ may have been superseded by the 2026 scheme, so confirm the live CMS rules before escalation.
- Discarding alerts or relying on memory for dates. Preserve the notification and note when it arrived; timing can matter under RBI’s directions.
- Treating a temporary adjustment as a final finding. Keep following the complaint and ask the issuer to explain its final decision and any liability assigned.
Frequently Asked Questions
How do I report credit card fraud in India?
Contact your card issuer immediately through its official app, verified website or the number on your statement. Identify the charge, ask the issuer to secure or block the card, and obtain a complaint number. Then submit the transaction dispute in writing and keep the acknowledgement.
How do I dispute an unauthorised credit card transaction?
List each disputed transaction with its date, amount and merchant descriptor. Include when you received the alert, when and how you contacted the issuer, and the complaint reference. Save statements, alert screenshots, written correspondence and any cybercrime acknowledgement.
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Will I have to pay for a transaction I did not make?
It depends on the cause of the breach and when you reported it. RBI directions provide zero liability for specified third-party breaches reported within three working days of receiving the transaction communication; other cases have different rules, including customer-negligence and bank-deficiency cases. Ask the issuer to explain its decision in writing.
How long does a bank take to reverse a fraudulent credit card charge?
For qualifying zero- or limited-liability cases, RBI directions call for a shadow reversal within 10 working days after notification, value-dated to the transaction date. The bank must resolve the complaint and establish liability within its Board-approved timeline, capped at 90 days. This is not an unconditional guarantee of a final refund on day ten.
When can I complain to the RBI Ombudsman?
Approach the card issuer first. The RBI credit-card FAQ checked on 11 October 2026 describes escalation after rejection, dissatisfaction with the response or resolution, or no reply within 30 days, but it cites the 2021 scheme. Since an RBI result indicated the 2026 scheme replaced it, verify eligibility, waiting periods and filing steps on RBI’s live CMS portal before filing.
Should I report the transaction to 1930 if I have already contacted the issuer?
For suspected online financial fraud, you can also call 1930 or report through the National Cyber Crime Reporting Portal. This is a parallel report and does not replace the issuer dispute. Keep the government report acknowledgement separately from the issuer’s complaint number.
The Bottom Line
Report the charge to the issuer immediately, ask for card security and a complaint number, and preserve a dated record of alerts and contacts. Use 1930 or the National Cyber Crime Reporting Portal in parallel for suspected online financial fraud. Liability and reversal protections depend on the circumstances; check the current RBI CMS instructions before escalating beyond the issuer.
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