ICICI Response Guide
What to Do If You Have Been Scammed
If your ICICI Bank savings account, current account, debit card, credit card, Internet Banking, iMobile Pay, or UPI account has been used in a fraudulent transaction, take the following steps immediately.
Step 1: Call 1930 Immediately
If the fraud has occurred recently, contact the National Cyber Crime Helpline (1930) without delay.
Keep the following information ready:
- Account number
- Customer ID (if available)
- Registered mobile number
- Transaction ID / UTR
- Date and time of the transaction
- Amount involved
- Beneficiary account number or UPI ID (if known)
Record your complaint reference number.
Step 2: Contact ICICI Bank Immediately
Report the incident through ICICI Bank’s official Customer Care or by visiting your nearest ICICI Bank branch.
Official ICICI Bank Customer Care
24×7 Customer Care
- 1800 1080 (Toll-Free)
Report Unauthorised Transactions
- 1800 2662
Customers Travelling Overseas
- +91 22 3366 7777
Customer Care Email
When speaking with the bank, request that they:
- Register the transaction as fraudulent.
- Block your debit or credit card if necessary.
- Disable Internet Banking, iMobile Pay, or UPI services if your credentials may have been compromised.
- Review your account for any additional unauthorised transactions.
- Raise a dispute for the fraudulent transaction.
- Provide a complaint or service request number.
Always note:
- Date and time of your call
- Complaint reference number
- Name or employee ID of the representative (if provided)
ICICI Bank specifically advises customers to report fraud immediately through its helpline and to also report cyber fraud to the National Cyber Crime Portal or by calling 1930.
Step 3: Secure Your ICICI Bank Accounts
If you suspect your credentials have been compromised:
- Change your Internet Banking password immediately.
- Reset your iMobile Pay login credentials.
- Change your UPI PIN if it may have been disclosed.
- Block and replace compromised debit or credit cards.
- Review your registered mobile number and email address.
- Remove unauthorised beneficiaries where applicable.
- Review recent login activity and linked devices.
Step 4: Preserve All Evidence
Do not delete messages or transaction records.
Preserve copies of:
✓ Transaction IDs
✓ UPI IDs
✓ SMS alerts
✓ Bank statements
✓ Screenshots
✓ Emails
✓ WhatsApp chats
✓ Call recordings (if available)
✓ Fraudster’s phone numbers
✓ Complaint reference numbers
✓ Website URLs and social media profiles associated with the fraud
These records may be required during the bank’s investigation and by law enforcement authorities.
Step 5: File an Online Cyber Crime Complaint
Report the incident through the National Cyber Crime Reporting Portal.
Include:
- Transaction details
- Timeline of events
- Screenshots
- Supporting documents
- Complaint reference numbers
Keep the acknowledgement receipt safely for future reference.
Step 6: Visit Your ICICI Bank Branch (If Required)
Carry:
- Government-issued identity proof
- Account details
- Debit or credit card (if applicable)
- Transaction records
- Complaint reference numbers
- Supporting evidence
Request written acknowledgement of your complaint wherever possible.
Step 7: Continue Monitoring Your Account
After reporting the fraud:
- Review your account regularly for suspicious activity.
- Monitor debit and credit card transactions.
- Check for newly added beneficiaries.
- Review UPI mandates and AutoPay instructions.
- Monitor login alerts and profile changes.
- Report any additional unauthorised activity immediately.
If Your Debit or Credit Card Has Been Compromised
Immediately:
- Block the affected card through Internet Banking, iMobile Pay, Customer Care, or your nearest ICICI Bank branch.
- Raise a dispute for any unauthorised card transaction.
- Request a replacement card if required.
Important Safety Tips
- Never share your OTP, ATM PIN, CVV, Internet Banking password, or UPI PIN with anyone.
- Never approve a UPI Collect Request unless you initiated it.
- Never scan a QR code to receive money.
- Never download APK files or remote access applications sent through SMS, WhatsApp, email, or social media.
- Verify all communications claiming to be from ICICI Bank using only official customer care channels.
- Remember that ICICI Bank will never ask for confidential information such as your OTP, CVV, PIN, or passwords over phone calls, SMS, or email.
Keep These Reference Numbers Safe
Maintain a record of:
- Cyber Helpline (1930) complaint number
- ICICI Bank complaint reference number
- Transaction dispute number
- National Cyber Crime Portal acknowledgement
- FIR or police complaint number (if filed)
These may be required for future correspondence with the bank or investigating authorities.
Remember
The sooner you report a fraudulent transaction, the greater the opportunity for preventive action. Even if some time has passed, report the incident immediately, preserve all available evidence, secure your ICICI Bank accounts, and continue monitoring them for any further suspicious activity.