Axis Bank

Fraud And Dispute

Debit And Credit Cards

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What is a fraudulent transaction?
Any transaction in the account that was not authorised directly by the card / account holder is considered to be a fraudulent transaction.

A fraudulent transaction has taken place on my Card? What do I do?
Follow the below steps in case of a fraudulent transaction on your Card
Block Your Card >> Report Transaction >> Submit Documents 

How do I block my Card?
a. Axisbank.com/Support: Support Home Page >> Get It Done Instantly >> Click on Block & Replace Your Debit / Credit Card >> Enter Registered Mobile Number >> Enter OTP >> Select Card >> Click on submit >> Your Card will be blocked and replaced
(You can also scroll up and click on 'Block & Replace Using Your Registered Mobile No.' tab to use this option)
b. Axis Aha: Click on Axis Aha! icon below or on axisbank.com >> Type “Block Card” >> Login with you Internet Banking credentials or MPIN >> Select the card to block >> Click on “Confirm” >> Enter the OTP received on your registered mobile number >> Your card will be blocked
c. Axis Mobile App: Click on Menu >> Services & Support >> Debit Cards : Block & Replace Or Credit Cards : Block & Replace >> Select the Card >> Select Block & Replace 
d. Internet Banking: Login >> Click on Accounts >> Select from My Credit Cards or My Debit Cards >> Select Block card >> Enter details >> Enter code received through SMS
e. Phone: Call us on the numbers mentioned in the Call tab below
f. Branch: Visit any Axis Bank branch to place a request to block your card

How do I report the transaction?
After blocking the card report the transaction to the Bank. You can report this transaction through the below channels:
a. Email – Send us an email by clicking on the Email tab below 
b. Phone – Call us on the numbers mentioned in the Call tab below 
c. Branch – Visit your nearest Axis Bank Branch

What are the documents required to report a fraudulent transaction?
a. Customer Dispute Form (CDF). Click here for CDF
b. Incident letter (specifying complete detail) addressed to the Bank (Hindi/English).
c. Police intimation letter of the incident (either physical stamped copy or an email intimation)
d. FIR if the transaction value is above Rs. 20,000/-
e. For transactions outside India we would also need following documents: 
   • Passport copy (All pages) 
   • If passport is not available a signed declaration is required

Where do I submit the documents?
You can submit the documents by sending us an email clicking the email tab below or by visiting the branch.

What are the timelines involved at various stages?
a. Report: You need to report the unauthorised transaction within 3 working days to ensure zero liability for all third party breaches.
b. Document Submission: Submit above documents within 30 days from the date of transaction reporting, deviation from the stipulated timeframe may lead to rejection. 
c. Resolution Timelines: Regulatory prescribed timeframe is up to 90 days for us to provide an appropriate resolution.

What is a temporary credit?
Bank will process a temporary credit of the disputed transaction amount on your Credit Card / Savings Account
You will receive an SMS informing you of this credit
This amount will not be available for use till the dispute is permanently resolved
Temporary Credit is processed so that financial charges are not levied to your Credit Card / Savings Account during the period of investigation
Once the matter is resolved the amount will either be debited or credited back to the account depending on the outcome of the investigation. 

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