How to report unauthorised transactions in HDFC Bank account online

Net banking has made making payments and conducting banking transactions easier. However, there also lies a risk of fraud which can happen. Banks and financial institutions always send notifications reminding us not to fall for the fraud trap. 

When someone transfers money from your account without your permission or knowledge, this is known as an unauthorised transaction. 

So bank customers should make sure that they have registered their number for the SMS alert service offered by banks so that they get notification when a transaction is done. 

Here is how an HDFC Bank customer can report an unauthorised transaction, according to the bank website. 

To report credit card, debit card, net banking, UPI transactions not done by you, call PhoneBanking HDFC Bank Customer Care Number 1800 202 6161 / 1860 267 6161, and customers traveling abroad can reach on +9122 61606160 

To report Prepaid Card transactions not done by you, call PhoneBanking. Click here to get full list 

For PayZapp Call on 1800 102 9426 or email at cybercell@payzapp.in 
To report credit card /debit card /net banking / UPI transactions not done by you, Call on 18002586161. 

When reporting unauthorised transactions, keep these information handy

  • Customer ID
  • Account number
  • Transaction date
  • Transaction amount
  • Type of transaction

It is better to block your lost or misplaced debit or credit card immediately to avoid any misuse of your card. Also, if you notice any unauthorised transaction, you can follow the below steps and block it immediately online. 

How to block your debit/credit card using NetBanking
Step 1: Login to NetBanking using your customer ID & password 
Step 2: Click on “Card” tab 
Step 3: Select “Request” under Credit or Debit Card 
Step 4: Select “Credit Card hotlisting” or “Debit Card hotlisting” 

How to block Prepaid card using Prepaid Card NetBanking
Step 1: Click to select the type of card variant you wish to block click here 
Step 2: Login into Prepaid Card NetBanking with your user ID and password 
Step 3: Select Hotlist Card tab under My request tab 

When is bank liable for the transaction?
According to RBI, “A customer’s entitlement to zero liability shall arise where the unauthorised transaction occurs in the following events: 
Contributory fraud/ negligence/ deficiency on the part of the bank (irrespective of whether or not the transaction is reported by the customer). 
“Third-party breach where the deficiency lies neither with the bank nor with the customer but lies elsewhere in the system, and the customer notifies the bank within three working days of receiving the communication from the bank regarding the unauthorised transaction.” 

Customers should report their bank as soon as possible following the occurrence of any unauthorised electronic banking transaction, and that the longer it takes to tell the bank, the greater the danger of loss to the bank/customer. 

According to RBI rules, “Banks must provide customers with 24×7 access through multiple channels (at a minimum, via website, phone banking, SMS, e-mail, IVR, a dedicated toll-free helpline, reporting to home branch, etc.) for reporting unauthorised transactions that have taken place and/ or loss or theft of payment instrument such as card, etc. Further, a direct link for lodging the complaints, with specific option to report unauthorised electronic transactions shall be provided by banks on home page of their website. The loss/ fraud reporting system shall also ensure that immediate response (including auto response) is sent to the customers acknowledging the complaint along with the registered complaint number.”