Document text
[YOUR FULL NAME]
[YOUR ADDRESS]
Mobile (registered with the bank): [MOBILE NUMBER]
E-mail: [E-MAIL]
Date: [DD/MM/YYYY]
To,
The Branch Manager
[BANK NAME]
[BRANCH NAME AND ADDRESS]
Copy to: The Principal Nodal Officer / Grievance Redressal Officer, [BANK NAME] — [E-MAIL OR ADDRESS FROM THE BANK'S WEBSITE]
Sent by: [E-MAIL / BANK'S COMPLAINT PORTAL / HAND DELIVERY AGAINST ACKNOWLEDGEMENT / SPEED POST]
Subject: Reporting of unauthorised electronic banking transaction(s) in Account / Card No. [XXXXXX1234] and request for reversal of ₹[AMOUNT]
Respected Sir/Madam,
1. I, [YOUR FULL NAME], hold [SAVINGS / CURRENT / BSBD / CREDIT CARD / PREPAID] account / card No. [XXXXXX1234] with your [BRANCH NAME] branch, Customer ID [CUSTOMER ID].
2. On [DD/MM/YYYY] at about [TIME], I received [an SMS / an e-mail / a notification] from the bank about the following debit(s), which I did not make or authorise:
No. Date and time Amount (₹) Channel (UPI / card / net banking / ATM / other) Transaction ref. / UTR / RRN Beneficiary or merchant (as shown)
1 [DD/MM/YYYY HH:MM] [AMOUNT] [CHANNEL] [REFERENCE NUMBER] [NAME / VPA / MERCHANT]
2 [DD/MM/YYYY HH:MM] [AMOUNT] [CHANNEL] [REFERENCE NUMBER] [NAME / VPA / MERCHANT]
Total [TOTAL AMOUNT]
3. I state that I did not initiate or approve these transaction(s), did not share my PIN, OTP, password, CVV or card details with anyone in connection with them, and was in possession of my [CARD / MOBILE PHONE] at the time. [OPTIONAL: Briefly describe anything relevant — e.g., a call received from an unknown number, a lost card, SIM stopped working.]
4. I first reported this to the bank on [DD/MM/YYYY] at [TIME] through [CUSTOMER CARE CALL / SMS REPLY / NET BANKING / BRANCH]. Complaint / reference No.: [NUMBER, IF RECEIVED]. This letter is my written complaint on the same matter.
5. I have also reported the fraud on the National Cyber Crime Reporting Portal (cybercrime.gov.in) / helpline 1930 on [DD/MM/YYYY], acknowledgement No. [NUMBER]. [DELETE IF NOT YET DONE.]
6. In terms of the Reserve Bank of India's directions on limiting the liability of customers in unauthorised electronic banking transactions (RBI circular dated 6 July 2017, now consolidated in the Reserve Bank of India (Commercial Banks – Responsible Business Conduct) Directions, 2025, or the corresponding directions applicable to your bank), I request you to:
a. immediately block the [CARD / UPI / NET BANKING / ACCOUNT ACCESS] to prevent any further unauthorised transaction;
b. credit (shadow reversal) the amount of ₹[TOTAL AMOUNT] to my account, value-dated to the date of the unauthorised transaction, within 10 working days of my notification;
c. raise a dispute / chargeback with the beneficiary bank, card network or NPCI, as applicable, and request freezing of the funds in the beneficiary account;
d. treat my liability as zero, as I have reported the transaction(s) within three working days of receiving the bank's communication; [EDIT IF REPORTED LATER]
e. resolve this complaint and inform me of the outcome in writing within the time required by the RBI directions and your Board-approved customer protection policy; and
f. provide me with a copy of the transaction logs, alert delivery records and any other records the bank relies upon in determining my liability, since the burden of proving customer liability lies on the bank.
7. Kindly acknowledge receipt of this letter with a complaint number and the date and time of registration.
8. If I do not receive a satisfactory resolution, I reserve my right to approach the Reserve Bank of India's Ombudsman and any other forum available to me in law.
Thanking you,
Yours faithfully,
______________________________
[YOUR FULL NAME]
Enclosures:
1. Copy of bank SMS / e-mail alert(s) dated [DD/MM/YYYY]
2. Account statement / card statement showing the disputed transaction(s)
3. Copy of the cyber crime complaint acknowledgement (if any)
4. Copy of earlier complaint reference / call record (if any)
5. Copy of ID proof [AADHAAR (MASKED) / PAN / OTHER]
NOTES BEFORE SENDING — delete this part
Report at once. Under the RBI directions now in force, if the fault lies with a third party (not the bank, not you) and you report within 3 working days of the bank's alert, your liability is zero; on the 4th to 7th working day it is capped (₹5,000 to ₹25,000 depending on the account type); after 7 working days it depends on the bank's policy. Working days follow your home branch's schedule and the day of the alert is not counted.
If you shared an OTP or PIN, the directions put the loss up to the time of reporting on the customer — do not write paragraph 3 as stated if it is not true. Edit it to describe what actually happened.
For transactions made on or after 1 January 2027, the RBI has issued new rules (zero liability for third-party breach if reported within 5 calendar days; a one-time compensation for small frauds). Check your bank's updated policy.
Keep proof of the time you reported (call reference, e-mail timestamp, portal screenshot).
Next step if the bank does not resolve the complaint: the RBI Ombudsman at cms.rbi.org.in. Check the current filing deadline there before you file.
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/in/unauthorised-transaction-complaint-letter-to-bank?from=reply-in-unauthorised-debit