Document text
BY E-MAIL / THROUGH THE APP AND BY COURIER OR REGISTERED POST A.D. — PLEASE ACKNOWLEDGE RECEIPT
Date: [DD/MM/YYYY]
To:
The Manager / Complaint Management Unit
[NAME OF BANK OR MOBILE WALLET — e.g., BANK NAME / JAZZCASH / EASYPAISA]
[BRANCH NAME AND ADDRESS / HEAD OFFICE COMPLAINT UNIT ADDRESS]
[COMPLAINT E-MAIL ADDRESS OF THE BANK OR WALLET]
From:
[FULL NAME OF ACCOUNT HOLDER]
CNIC No. [XXXXX-XXXXXXX-X]
Account / IBAN / Wallet (mobile) No.: [ACCOUNT NUMBER OR REGISTERED MOBILE NUMBER]
[POSTAL ADDRESS]
[MOBILE] · [E-MAIL]
Subject: Complaint regarding fraudulent / unauthorised transaction(s) of Rs. [TOTAL AMOUNT] from my account — request for investigation, written report and reversal of funds
Earlier complaint / ticket No.: [TICKET NUMBER GIVEN BY HELPLINE OR APP, IF ANY] dated [DD/MM/YYYY] at [TIME]
Respected Sir/Madam,
1. I hold the above account / mobile wallet with your institution. On [DD/MM/YYYY] I noticed the following transaction(s), which I did not make, did not authorise and from which I received no benefit:
Date and time Type (IBFT / Raast / wallet transfer / card / bill payment / cash-out) Amount (Rs.) Beneficiary account, wallet or merchant (as shown) Transaction ID / reference
[DD/MM/YYYY, HH:MM] [TYPE] [AMOUNT] [BENEFICIARY NAME, BANK / WALLET, ACCOUNT OR MOBILE NUMBER] [TRANSACTION ID]
[DD/MM/YYYY, HH:MM] [TYPE] [AMOUNT] [BENEFICIARY] [TRANSACTION ID]
Total: Rs. [TOTAL AMOUNT]
2. How it happened: [DESCRIBE IN 3–5 LINES — e.g., "I received a call from a person claiming to be from the bank / I did not receive any OTP / my SIM stopped working on DD/MM/YYYY / my phone was stolen on DD/MM/YYYY / I did not log in on a new device". STATE ONLY FACTS.]
3. I did not share my PIN, password or OTP with anyone [OR: I was deceived into sharing an OTP by a caller impersonating the bank on DD/MM/YYYY at HH:MM from number [NUMBER]]. I [DID / DID NOT] receive transaction alerts (SMS / e-mail) for these transactions. [IF THE TRANSACTION WAS MADE FROM A NEW DEVICE OR AFTER A PASSWORD/PIN RESET, MENTION IT HERE.]
4. I first reported this fraud to you on [DD/MM/YYYY] at [HH:MM] through [HELPLINE / APP / BRANCH / E-MAIL] and was given complaint No. [NUMBER]. This letter is my written confirmation of that report.
5. Under section 36 of the Payment Systems and Electronic Fund Transfers Act, 2007, an unauthorised or incorrect electronic fund transfer is an error that you are bound to investigate, and you must report the result to me in writing within ten business days. If an error is found, it must be corrected and my account re-credited under section 37. Under section 41, the burden of proving that a disputed transfer was authorised lies on the financial institution.
6. Under the State Bank of Pakistan's instructions on digital banking frauds (BPRD Circular No. 04 of 2023) and the Business Conduct and Fair Treatment of Consumers Regulatory Framework (BPRD Circular No. 04 of 2025), I request you to:
a) immediately block my compromised digital channels / card and raise a dispute against the beneficiary account(s) in the Fraudulent Transaction Dispute Handling (FTDH) system, so that the disputed funds are held;
b) issue me a complaint tracking number by SMS / e-mail and acknowledge this letter;
c) investigate the transactions end to end, including the device and channel used, the alerts sent and the beneficiary account(s);
d) give me your written report within the time allowed by law and, if you conclude that there was no error, send me copies of the documents you relied on (section 38);
e) re-credit Rs. [TOTAL AMOUNT] to my account / wallet, together with any charges deducted, as soon as the fraud is established;
f) give me your final reply in writing, with reasons, within 30 days of my complaint.
7. If the matter is not resolved within the time allowed, I will escalate my complaint to [THE BANKING MOHTASIB PAKISTAN / THE STATE BANK OF PAKISTAN] and report the fraud to the National Cyber Crime Investigation Agency, without further notice.
Yours faithfully,
______________________________
[FULL NAME]
CNIC No. [XXXXX-XXXXXXX-X]
[MOBILE] · [E-MAIL]
Enclosures (copies):
1. CNIC (both sides)
2. Account statement / wallet transaction history showing the disputed transaction(s)
3. Screenshots of SMS / e-mail alerts, call log or messages from the fraudster
4. Helpline / app complaint number and date
5. [FIR OR NCCIA COMPLAINT NUMBER, IF FILED]
NOTES BEFORE SENDING — delete this part
First, call your bank or wallet helpline at once and ask them to block your channels and raise an FTDH dispute. Under SBP's instructions, the dispute should be raised in FTDH not more than 30 minutes after your complaint, and the receiving institution should block the disputed funds within 30 minutes of getting it. Speed matters more than anything else.
Then send this letter. If you reported by phone, your bank may ask for written confirmation within ten business days of your oral report (section 36(3) of the Payment Systems and Electronic Fund Transfers Act, 2007). Send it the same day.
Deadlines for the bank or wallet: written result of the investigation within ten business days (sections 36(2) and 37); explanation and documents within three business days after concluding that there was no error (section 38); final reply in fraud cases within 30 days of your complaint (SBP BC&FRF, para 5.1.1.5(6)).
If you bank with a commercial bank and get no reply, or an unsatisfactory reply, within 30 days, you can complain to the Banking Mohtasib Pakistan within a further 30 days (section 82D(2) of the Banking Companies Ordinance, 1962, as amended in 2024). The Banking Mohtasib can condone a delay for good reason.
If your account is with a microfinance bank (the provider behind many mobile wallets), the Banking Mohtasib does not take the complaint — escalate to the State Bank of Pakistan (Sunwai) instead.
Keep proof of the date and time you reported the fraud: screenshots of the call log, the complaint number SMS, e-mails.
Write only facts. If you did share an OTP after being deceived, say so honestly: the bank's liability also depends on its own controls (alerts, device binding, timely blocking).
Field labels in [SQUARE BRACKETS, CAPITALS] must be completed or deleted. Alternatives are separated by a slash. © Layers (layers.md), licensed under CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/). Template, not legal advice.
Reply to this document or get a deadline reminder: https://layers.md/pk/fraud-transaction-complaint-letter-to-bank?from=reply-pk-fraud-complaint