PNB Response Guide

ByDj22

What to Do If You Have Been Scammed

If your Punjab National Bank (PNB) savings account, current account, debit card, credit card, Internet Banking, PNB ONE Mobile Banking, 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
  • Registered mobile number
  • Customer ID (if available)
  • Transaction ID / UTR
  • Date and time of the transaction
  • Amount involved
  • Beneficiary account number or UPI ID (if known)

Record your complaint reference number for future follow-up.

Step 2: Contact PNB Immediately

Report the incident through PNB’s official Customer Care or by visiting your nearest PNB branch.

Official PNB Customer Care

Banking & Fraud Reporting (24×7)

  • 1800 1800
  • 1800 2021
  • 0120-2490000 (for callers within India where toll-free numbers are not suitable and for international users)

Credit Card Helpline

  • 1800 180 2345
  • 0120-4616200 (international)

PNB’s customer care also provides assistance for:

  • Blocking debit cards
  • Reporting unauthorised transactions
  • Blocking Internet Banking, Mobile Banking, and UPI services
  • Account debit freeze requests where appropriate.

When speaking with the bank, request that they:

  • Register the transaction as fraudulent.
  • Block your debit or credit card if necessary.
  • Disable Internet Banking, Mobile Banking, or UPI services if your credentials may have been compromised.
  • Review your account for additional unauthorised transactions.
  • Raise a dispute regarding 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 available)

Step 3: Secure Your PNB Accounts

If you suspect your credentials have been compromised:

  • Change your Internet Banking password immediately.
  • Reset your PNB ONE Mobile Banking 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.
  • Review beneficiaries added to your account.
  • Check recent login history and linked devices.

Step 4: Preserve All Evidence

Do not delete any 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 assist both the bank and investigating agencies.

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.

Step 6: Visit Your PNB Branch (If Required)

Carry:

  • Government-issued identity proof
  • Passbook or 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 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 Customer Care, PNB ONE Mobile Banking, Internet Banking, or your nearest PNB branch.
  • Raise a dispute for unauthorised card transactions.
  • Request a replacement card if required.

PNB also provides options to disable Internet Banking or Mobile Banking through customer support or SMS-based services if account credentials are suspected to be compromised.

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 install APK files or remote access applications sent through SMS, WhatsApp, email, or social media.
  • Verify all communications claiming to be from PNB through official customer care channels only.
  • Be cautious of callers claiming your KYC, pension verification, or account verification is pending and asking you to install an application or share confidential information.

Keep These Reference Numbers Safe

Maintain a record of:

  • Cyber Helpline (1930) complaint number
  • PNB complaint reference number
  • Transaction dispute number
  • National Cyber Crime Portal acknowledgement
  • FIR or police complaint number (if filed)

These details may be required during follow-up with the bank or investigating authorities.

Remember

Report the fraud immediately, even if you are uncertain whether the transaction was authorised. Prompt reporting, preserving digital evidence, and securing your PNB account can significantly reduce the risk of further financial loss and assist the bank and law enforcement authorities in investigating the incident.

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