Legal
Mobile Banking Fraud Complaints in Pakistan: 2025 Action Guide
By Huzi
"In 2025, your fraud report triggers digital forensics faster than thieves can spend your money—if you act by the book."
🚨 Immediate Response Protocol
Within 10 Minutes of Fraud:
- Block Accounts:
- Easypaisa: Dial
3737→ "Block Account" - JazzCash: SMS
blockto111 - HBL: Call
111-111-425or freeze via HBL Mobile App
- Easypaisa: Dial
- Freeze SIM: Dial
789from any phone → Follow PTA prompts - Gather Evidence:
- Screenshots of transactions
- SMS/email alerts
- Call logs (if SIM swap suspected)
📋 Where to Report: Escalation Matrix
| Authority | Contact Method | Response Time | Key Powers |
|---|---|---|---|
| Bank Helpline | Easypaisa: 3737 JazzCash: 111 HBL: 111-111-425 |
2 hours | Refund provisional credits |
| SBP Complaint Portal | SBP Online → Form E-1 | 7 days | Penalize banks for negligence |
| FIA Cyber Crime | FIA Portal → "Financial Cyber Crime" | 48 hours | Arrest perpetrators, freeze accounts |
| PNB Fraud Circle | Email [email protected] |
72 hours | Inter-bank forensic tracking |
📝 Step-by-Step Reporting Process
🔹 1. Bank-Level Complaint
- Call Helpline: Provide:
- CNIC, account number, transaction IDs, fraud timeline
- Get Complaint ID: Demand written SMS/email confirmation
- Follow Up: Escalate to branch manager if unresolved in 24h
🔹 2. SBP Escalation (If Bank Fails)
- Download Form E-1 from SBP Portal
- Attach:
- Bank complaint ID + response
- Affidavit (notarized)
- Evidence bundle
- Submit: Email to
[email protected]or mail to SBP Karachi
🔹 3. FIA Cyber Crime Report
- Online: FIA Complaint Portal → "Financial Fraud"
- In-Person: Visit regional office (e.g., Lahore: 14-B, FIA Tower) with:
- Printed evidence
- Bank/SBP response copies
- Witness affidavits (if applicable)
⚖️ 2025 Legal Provisions & Compensation
- SBP Directive 7/2025: Banks must refund provisional credit within 10 days if fraud proven.
- FIA Authority:
- Freeze recipient accounts under Section 489-F PPC
- Recover funds via reverse transaction orders
- Penalties:
- Banks: Fined ₨ 5M+ for security lapses
- Fraudsters: 7-year imprisonment + 3x restitution
🛡️ Evidence Checklist for FIR
Digital:
- Transaction screenshots with timestamps
- SIM swap evidence (PTA SMS logs)
- Phishing SMS/emails
Physical:
- Bank’s written response
- Notarized affidavit
- Witness statements (for OTP leaks)
💡 Pro Tips for Recovery
- SMS Keyword Alerts:
- JazzCash: SMS
alert onto111 - Easypaisa: Activate "Transaction Guard" in app
- JazzCash: SMS
- Trace Transactions:
- Use SBP’s PAYSECURE Tracker at branch (shows recipient bank details)
- Prevent SIM Swap:
- Register Do Not Port via PTA DIRBS App
- Overseas Fraud:
- Report to Pakistani embassy + forward evidence to
[email protected]
- Report to Pakistani embassy + forward evidence to
⏱️ Resolution Timelines
| Action | Deadline |
|---|---|
| Bank provisional credit | 10 days |
| SBP investigation | 30 days |
| FIA recovery | 90 days (avg.) |
| Court restitution | 12–18 months |
🚫 Scams to Recognize in 2025
- Fake KYC Calls: "Update your Easypaisa or account blocked!"
- SIM Swap Rings: Porting numbers via bribed franchise staff
- QR Code Traps: Fake vendor QR stickers at markets
- Charity Frauds: Cloned NGO accounts during disasters
✅ One-Screen Action Plan
1. **BLOCK**:
- Account: Dial *3737* (Easypaisa) / *111* (JazzCash)
- SIM: Dial *789*
2. **REPORT**:
- Bank: Call helpline → Get complaint ID
- FIA: Portal → "Financial Fraud" section
3. **ESCALATE**:
- SBP: Email Form E-1 + evidence → *[email protected]*
4. **TRACK**:
- SMS *Status <ComplaintID>* to *9988* (FIA)
"Mobile fraud thrives in silence—report ruthlessly."
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