Part A — Financial Emergencies

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1. Lost or Stolen Debit / Credit Card

Immediate Actions — First 30 Minutes

1
App/Internet Banking: Open your bank’s mobile app or log into your net banking account. Most apps have a toggle switch or a card management section to temporarily freeze or block the card.
SMS:Many banks, allow you to block the card instantly via an SMS code sent from your registered mobile number.
Call your bank’s 24×7 card helpline immediately and request a hot-listing (blocking) of the card. Do not wait to be ‘sure’ the card is stolen.
2
Note the date, time, and name of the customer care agent who blocks the card.
3
Check your recent transactions on your bank’s app or SMS alerts for any unauthorised debits.
4
If you see any fraudulent transactions, tell the agent immediately and ask to raise a fraud dispute simultaneously with the block.
5
Change your net banking and mobile banking password as a precaution.
Lost or stolen debit or credit card

Short-Term Steps — First 48 Hours

1
Visit your nearest bank branch or apply online for a replacement card. Most banks issue a replacement within 5–7 working days.
2
If the card was stolen (not misplaced), file an FIR at the nearest police station — this is required for any insurance claim and for the bank’s fraud investigation.
3
Check your transaction history thoroughly. If you notice any unauthorized or suspicious purchases, report them to your bank immediately.
Dispute any unauthorised transaction in writing (email or branch letter) citing the RBI guideline on zero liability for fraud not attributable to the customer.
4
Delink from the card all the debits (recurring payments) for utilities/other subscriptions etc. immediately
Activate virtual cards or use UPI for transactions until the replacement card arrives.
5
Inform your employer if the card was linked to salary account auto-debits (loan EMIs, SIPs).
Lost or stolen debit or credit card

Resolution Steps — Next 2–4 Weeks

1
Apply for the replacement card and follow up on the replacement card delivery — track via the bank’s app or courier tracking number.
2
Once the fraud dispute is filed, the bank must respond within 90 days (RBI mandate). Keep all written correspondence.
3
If the bank rejects your fraud claim unfairly, escalate to the RBI Banking Ombudsman within 30 days of rejection.
4
Update any standing instructions, auto-pay mandates, or subscription services linked to the old card number.
5
Check your CIBIL report after 30 days to ensure no fraudulent credit enquiries were made.
Lost or stolen debit or credit card

Prevention — How to Avoid This in Future

✓
Register for transaction SMS and email alerts — know instantly if your card is used.
✓
Enable international transaction block by default; lift it only when travelling.
✓
Store your bank’s card helpline number in your phone before you ever need it.
✓
Never write your PIN on the card or store it in the same wallet.
✓
Use a virtual card number for all online purchases where possible.
Lost or stolen debit or credit card

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Your Rights

Swift reporting helps limit your liability, as many banks have “zero liability” policies for timely reported fraudulent transactions.
Under RBI circular on Customer Protection (2017), if you report the loss promptly and the fraud was not due to your negligence, your liability is ZERO for third-party fraud. Even if there is a delay in reporting, your maximum liability is capped (₹5,000–₹10,000 depending on account type). The bank cannot hold you liable for transactions after the card was reported lost.

Key Contacts & Portals

Who / What Contact / Action
SBI Cards 1800 180 1290 (toll-free)
HDFC Bank Cards 1800 202 6161 (toll-free)
ICICI Bank Cards 1800 102 4242 (toll-free)
Axis Bank Cards 1800 419 5959 (toll-free)
Who / What Contact / Action
Kotak Bank Cards 1860 266 2666
RBI Ombudsman crpc.rbi.org.in | 14448
National Cyber Crime cybercrime.gov.in | 1930
Card block via SMS Most banks: SMS BLOCK <last 4 digits> to bank’s SMS number

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