How to Handle Fraudulent or Unauthorized Transactions on Your Bank Account

The first and most important step is to immediately get in touch with your bank. You should call and ask them to place a restriction on your account. Some banks provide a service in which customers can do this themselves either through SMS or mobile application. You should select the means which is fastest for you

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Imagine a beautiful afternoon, you’re busy trying to get some work done. Suddenly, you receive an alert on your phone of a debit transaction on your account that you did not authorize. Before you can get up you receive another one, then another, all in quick succession. This scenario continues to play out daily as people are fleeced of their hard-earned money.

If you have not experienced this, that’s great. The information presented here will aid you or help you aid someone else if or when such a scenario happens. If this has happened to you very recently, still read on to know what steps to take.

The first and most crucial step is to immediately contact your bank. You should call and ask them to place a restriction on your account. Some banks provide a service in which customers can do this themselves either through SMS or mobile applications. You should select the means which is fastest for you. This guide contains a list of all the banks in Nigeria and how to reach them to make a report if you become a victim of ATM card fraud. I advise that you save the contact details of the bank(s) that you use on your phone so that in an emergency you won’t lose precious time looking for such details.

After contacting your bank to lock down the affected account, you should try to calm yourself and begin to think of other ways you might still be at risk. If you have other accounts with funds that have an active debit card, you should lock down those too till you can make some sense of what is happening.

You then need to put yourself together and begin some serious self-assessment with regards to the affected account. You should ask yourself if you might have inadvertently exposed your card details such as pin and card number. Try and gather up as many details as you can and head over to your bank and make a formal complaint.

Below is a table of banks in Nigeria and ways you can contact them if you are a victim of ATM fraud.

Also, if you use USSD Banking, the codes of various banks are listed below in case you lose your phone and need to deactivate your USSD banking profile.

Name of InstitutionContact Details
Access Bank PlcTelephone Numbers: +234 1- 2712005-7, +234 1-2802500, 07003000000,
01-2273007 (for Mobile Pin Activation)
Email: contactcenter@accessbankplc.com
Social Media:
https://www.facebook.com/AccessBankPlc
https://twitter.com/MyAccessBank
https://www.instagram.com/myaccessbank/

To deactivate a USSD profile, simply dial *901*911# from any phone, input the registered phone number for the account you want to blacklist and your USSD profile will be deactivated and blacklisted automatically.
Fidelity Bank PlcGeneral Enquiry: 0700 343 35489
From abroad: 0908 798 9069
TrueServe: 0903 000 5252
Chat with IVY: 0903 000 0302
Email: true.serve@fidelitybank.ng

Social Media:
https://twitter.com/fidelitybankplc
https://instagram.com/fidelitybankplc/
https://facebook.com/fidelitybankplc

HOW TO BLOCK YOUR CARD:
To block your card, dial
*770*911#

HOW TO ACTIVATE “INSTANT BLOCK”:
To disable your phone from Instant Banking services using any phone, dial
*770*911*08012345678#
First City Monument Bank LimitedHead Office Phone Number: 012793030
Telephone: 01-2798800 , 07003290000.
Email: customerservice@fcmb.com
Whatsapp: (+234) 09099999814 or (+234) 09099999815
Twitter: https://twitter.com/MyFCMB
Instagram: https://www.instagram.com/myfcmb
Facebook: https://www.facebook.com/FCMBMyBank/
YouTube: https://www.youtube.com/user/fcmbplc

Dial *329#, select self-service, select block card to block debit card
Dial *329#, select self-service, select block account to block account
First Bank of Nigeria LimitedTelephone Number: +234 708 062 5000, +234 1 905 2326, +234 1 448 5500
Social Media:
https://facebook.com/firstbankofnigeria
https://twitter.com/firstbankngr
https://instagram.com/firstbanknigeria
Email : firstcontact@firstbanknigeria.com

To hot list or block your Verve (Interswitch) ATM Card via mobile phone in case of theft, suspicious transactions or card loss. Simply SMS “BLOCK” to 30012 via the SMS alert number registered with your account

To place a temporary freeze/lien on your USSD enabled account in case of phone theft Simply dial *894*911# from any mobile phone number linked to your account
Guaranty Trust Bank PlcTelephone Numbers:
Debit Cards:+234-1-4480027
Credit Cards:+234-1-4480027
Complaints and Enquiries:
+234 700 4826 66328
+234 1 448 0000
+234 802 900 2900
+234 803 900 3900
Social Media: https://www.facebook.com/gtbank
https://twitter.com/gtbank
https://www.instagram.com/gtbank/
Block Debit Card:
You can hotlist (deactivate) your debit card by dialing 737*51*10# from your registered mobile number

Internet Banking
Log on to internet banking with your User ID and Password
Click “Cards”
Click “Card Hotlist” 
Select “Card Number” and “Request Reason” 
Input secret question 
Click “Continue” and Input token generated code 
Click Submit 
A popup screen confirming the deactivation of your Naira Mastercard will be displayed.

ATM Option
Press any Key on the ATM to perform cardless transaction
Select “Cardless Hotlist”
Enter phone number
Supply the last four digits of the card to be deactivated/blocked/hotlisted
The card is deactivated/blocked/hotlisted successfully
Union Bank of Nigeria PlcTelephone Numbers: +234-1-2716816 and 07007007000
Toll-Free Number: 08007007000
Email: customerservice@unionbankng.com
Social Media:
https://www.twitter.com/UNIONBANK_NG
https://www.facebook.com/Unionbankng/
https://www.instagram.com/unionbankng/
WhatsApp: 09070070001
United Bank for Africa PlcTelephone Number: 0700 225 5822
Email: cfc@ubagroup.com
Social Media
https://twitter.com/UBACares
https://www.instagram.com/ubagroup/
https://web.facebook.com/ubagroup
Block Account:
Send “Freeze Account” to Leo on Facebook/WhatsApp or dial *919*9#
Zenith Bank PlcTelephone Number: 234-1-2787000
Email: zenithdirect@zenithbank.com
Card Services:
Email – cardservices@zenithbank.com
Tel: 234-01- 2781740, 2782273
Social Media:
https://www.facebook.com/Zenithbank
https://twitter.com/ZenithBank
https://www.instagram.com/zenithbankplc/
Deactivate mobile banking profile:
Dial; *966*20*0# on your mobile phone and follow the on-screen prompts.
Stop all debit transactions from your account:
Dial *966*911# from any mobile phone. Enter your account number then enter your AlertZ mobile number. Press “1” to continue and instantly block your account.

Ecobank Nigeria PlcTelephone Numbers:
+234 700 500 0000, +234 1 270 1323, +234 708 065 3700
Email: Engcontactcentre@ecobank.com
Social Media:
https://www.facebook.com/EcobankGroup/
https://twitter.com/ecobank_nigeria
https://www.instagram.com/ecobank_group/
Heritage Banking Company LimitedContact Centre:
+234-1-2369000
+234-1-6309000
0700-43748243
Fraud Desk:
01-2369070
01-2369074
01-6309075
01-6309079
Email: complaints@hbng.com
Social Media:
https://www.facebook.com/HeritageBankNG
https://twitter.com/heritagebankplc
https://twitter.com/HBCustomerCare
Keystone Bank LimitedTelephone Number: +234 700 2000 3000
Email: contactcentre@keystonebankng.com
Social Media:
https://twitter.com/keystonebankng
https://www.facebook.com/keystonebank
https://instagram.com/keystonebankng
Block Account: *7111*911#
Polaris Bank LimitedTelephone Numbers:
0706-202-1807, 08069880000, 01-4482100 and 01-2799500
Email: fraudhelp@polarisbanklimited.com or frauddesk@polarisbanklimited.com
Social Media:
https://www.facebook.com/polarisbankltd
https://twitter.com/PolarisBankLtd
Block ATM Card: Dial *833*4# and follow the on-screen prompts to quickly block your debit card
Stanbic IBTC Bank PlcTelephone Numbers:
0700909909909, 01-4227777
Email:
CustomerCareNigeria@stanbicibtc.com
anti-fraud@stanbicibtc.com
Social Media:
https://www.facebook.com/StanbicIBTC
http://www.twitter.com/stanbicibtc

If you registered for USSD banking, and your phone or SIM card is lost, stolen or damaged, quickly dial 0700 909 909 909 to deactivate the service
Standard CharteredTelephone Numbers:
+ 234 270 4611-4, 0800 123 5000
Email: clientcare.ng@sc.com
Sterling Bank PlcCustomer care: 07008220000
WhatsApp: +234 906 000 6449
Email: customercare@sterling.ng
Social Media:
https://www.facebook.com/SterlingBankNigeria
https://www.instagram.com/SterlingBank/
https://twitter.com/Sterling_bankng
To Block Account: Dial *822*911#
Titan Trust Bank LimitedTelephone Numbers: 07000200200, 012265100, 012265129
Email: contactcentre@titantrustbank.com
Social Media:
https://www.instagram.com/titantrustbankng/
https://twitter.com/titantrustbank
https://www.facebook.com/TitanTrustBank/
Unity Bank PlcTelephone Numbers: +234 (0) 7080 666 000, +234 (0) 7057 323 226,
+234 (0) 7057 323 227, +234 (0) 7080 666 030
Email: we_care@unitybankng.com,
customercare@unitybankng.com
Social Media:
https://www.facebook.com/unitybank
https://twitter.com/UnityBankPlc
Short Code:
77999*phone number# – Block account 
Wema Bank PlcTelephone Number: +2348039003700, 1-2778600
WhatsApp: 09044411010
Email: purpleconnect@wemabank.com
Social Media:
http://www.instagram.com/wemabank
http://www.twitter.com/wemabank
http://www.facebook.com/wemabankplc
Lost or stolen phone:
– Dial *945*911#
– Follow the steps and opt-out of using the USSD service.
Jaiz Bank PlcTelephone Numbers:  +234 708 063 5500, +234 708 063 5555
Email: customercare@jaizbankplc.com

If you are not satisfied with the response of your bank after making a formal complaint, you can seek further redress with the Central Bank of Nigeria (CBN). The CBN has a Consumer Protection Department (CPD) where you can lodge a complaint against Financial Institutions regulated by the Central Bank of Nigeria such as Commercial Banks, Micro-finance Banks, Primary Mortgage Institutions and Discount Houses. You can do this only after two weeks has elapsed from the time you submitted your formal complaint at your bank. You can contact the CPD through the following channels:

mail: cpd@cbn.gov.ng
Letter: Director, Consumer Protection Department
Central Business District, Abuja
Your letter of Complaint should be addressed to the Director, Consumer Protection Department. You should submit your letter at the CBN Head Office or at any of the Central Bank of Nigeria branches nationwide.

Your complaint should be clear and concise to avoid ambiguity. The Complaint letter (petition) should contain amongst other things the following:
• Name, address, contact phone number & e-mail of the complainant;
• Name of your financial institution;
• Personal banking details (Do NOT include PIN & passwords, please;)
• History/date of the transaction in dispute;
• Amount claimed (if any);
• Attach relevant documents to support your claim and
• Evidence to show that you have first lodged the complaint at your bank.

If you’re still not satisfied with the way both the CBN and your bank are handling the matter, you can further escalate to the Federal Competition and Consumer Protection Commission (FCCPC). The complaint must clearly state the following:

  • The party complained against with the correct address
  • The amount involved
  • The expected redress

You should also attach proof of transaction and any other document to support your claim. You can submit your complaint through the FCCPC website at https://user.fccpc.gov.ng/ or at any of the commission’s offices nationwide.

If you find these steps a bit confusing and would like assistance, you can reach out to us and we’ll help at no cost. Just send us an email at fraudir@nogofallmaga.org or reach us through our social media handles.

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15 Responses

  1. Please some one used my master card details to fund his pigyvest account through paystack and i have called pigyvest they told to go to my bank and file a fruad claim. With a police report so how do I go about the police report.

      1. Someone used my card details to fund his sportybet account. He bypassed the otp section because I received the otp but didn’t give it out. I don’t know the person and I don’t know how he did it. I just got his name from spprtybet and they refused releasing any other information about him

  2. Someone used my sportybet account to withdraw money from my first bank account to my sporty bet account,then withdrew the money to sterling bank account that I know nothing about.
    Please how do i retrieve my money?

  3. Please there was a OTP code sent to me to transact money to Palm pay and before I know,I was debited twice,please have gone to bank but I’m not satisfied with their response,is there assurance for my money recovery and what step can I take

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