Fraud or scam: what to do

Have this ready

• transaction details
• messages from the scammer
• police or FTC report number

Steps for any company

1. Tell the bank or app at once. Ask it to freeze the account and the payment.

2. Report to the FTC at ReportFraud.ftc.gov.

3. Send a written error notice for electronic transfers within the deadline in rules/efta-reg-e.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (51)

Banks and credit card issuers

• Ally BankCall the fraud line; answer Ally fraud alerts by following their directions.
• American ExpressCall Amex immediately; chat is also available after login.
• Bank of AmericaCall the line for the account type at once, then report to the FTC.
• BMOCall 1-888-340-2265 or visit a BMO branch; send phishing emails to Phishing@bmo.com.
• Capital OneLock the card, call the number on the back of the card, and report in writing if needed.
• ChaseReport by phone at once, forward phishing emails, and follow the identity theft kit.
• ChimeReport through the app or 1-844-244-6363 only; Chime will never ask you to send money through Pay Anyone.
• CitiCall the line for the card type and forward scam messages to spoof@citi.com.
• Citizens BankCall the Fraud Customer Service Center on a number you trust, never one from a message.
• CurrentCall Current at once if your account is compromised or a Current Pay transfer was made without your permission.
• Fifth Third BankHang up on callers who ask for passwords or codes and call the number on your card or 1-800-972-3030.
• Huntington BankHang up and call 1-800-480-2265 yourself; forward phishing emails to Huntington.
• KeyBankCall the 24-hour Fraud Client Service Center for confirmed fraud or identity theft; forward phishing emails to reportphish@keybank.com.
• M&T BankCall 1-800-724-2440 (24/7 for fraud) and forward phishing emails to phishing@mtb.com.
• PNC BankCall the fraud victim line and report phishing to abuse@pnc.com.
• Regions BankCall 1-800-REGIONS for identity theft or if you gave out codes or passwords; forward phishing emails to phishing@regions.com.
• Santander BankCall the fraud victim line and forward phishing emails to reportabuse@santander.us.
• SoFiContact SoFi through chat or 855-456-7634 only after you start the contact; SoFi says it never reaches out first.
• SynchronyCall the fraud line, then return the Fraud Investigation Form Synchrony mails you.
• TD BankCall the fraud line (24/7) or report in person at a store.
• TruistCall 844-4TRUIST (option 1, then 4) any time, or file a debit card claim online.
• U.S. BankCall the fraud department, lock cards, and contact the bank only through known numbers.
• USAACall the fraud line for the account type, and report scam messages to abuse@usaa.com.
• Varo BankIf someone contacts you claiming to be Varo, hang up and call Varo yourself.
• Wells FargoCall the line for the type of fraud, then report to the FTC.

Brokerages and crypto platforms

• Charles SchwabCall the Schwab fraud line at once and forward phishing to phishing@schwab.com.
• CoinbaseLock the account, report the loss through the help center, and treat every unexpected "Coinbase" call as a scam.
• Crypto.comReport the scam in chat at once, report to law enforcement and the FTC, and expect crypto sent to a scammer to be hard to recover.
• E*TRADE from Morgan StanleyCall 800-387-2331 about any suspicious message or unauthorized activity, then escalate to FINRA.
• Fidelity InvestmentsCall 800-544-6666 at once; the Customer Protection Guarantee depends on prompt reporting.
• KrakenAsk support to lock the account, report the scam, and never act on an unexpected "Kraken" call.
• RobinhoodContact Support at once to freeze the account, report the phishing, and report scam payments to the FTC.
• VanguardCall the fraud line or email fraud@vanguard.com; Vanguard promises to reimburse unauthorized losses if you meet its conditions.
• WebullReport unauthorized activity by phone, email or in-app support, and change your password.

Credit reporting agencies

• EquifaxFor identity theft, place a free fraud alert (one bureau tells the other two) and a free security freeze at each bureau.
• ExperianFor identity theft, place a free fraud alert (it applies at all three bureaus) and a free security freeze at each bureau.
• TransUnionFor identity theft, place a free fraud alert (one bureau tells the other two) and a free security freeze at each bureau.

Credit unions

• BECUCall member support if you lost money or shared information; report suspicious messages to phishing@becu.org.
• Navy Federal Credit UnionCall member services at once and forward scam messages to Navy Federal.
• PenFed Credit UnionCall Card Security for card fraud and member services for account changes you did not make.
• State Employees' Credit Union (SECU, North Carolina)Call Member Services Support for fraud; email phishing attempts to notifyus@ncsecu.org.

Payment apps and money transfer

• AffirmNever give a caller your one-time code; report through Affirm's form or the number on affirm.com.
• AfterpayReport phishing emails to reportphishing@afterpay.com and contact Afterpay if you entered your details on a fake site.
• Apple CashApple Cash P2P transfers are non-refundable; report a scam to Green Dot Bank and the FTC at once.
• Cash AppReport the payment in the app at once and report the scam to the FTC; Cash App warns P2P scams may give no recourse.
• KlarnaForward phishing to phishing@klarna.com; if you clicked a link or shared details, contact your bank, lock your Klarna account and change your password.
• MoneyGramCall MoneyGram Customer Service at once to report the scam and ask it to stop the transfer.
• PayPalReport the payment in the Resolution Center, forward phishing to PayPal, and report the scam to the FTC.
• Western UnionCall the fraud hotline at once. Western Union can refund a transfer that is not yet picked up or deposited.
• WiseReport a scam through the logged-in victim report. Wise can try to recall the money but does not guarantee a refund.
• ZelleReport the payment to your own bank or credit union at once, then report the scam to the FTC; Zelle payments cannot be reversed, but qualifying impostor scams may be reimbursed.

Guides

• Banks and card issuers — how complaints work
• Credit unions — how complaints work
• Payment apps and money transfer services — how complaints work
• Credit bureaus — how disputes and complaints work
• Brokerages and crypto platforms — how complaints work