What to do if…
your bank account balance drops suddenly and you cannot explain the transactions

What to do now

1. Stop further losses right now

   • In your banking app or online banking, freeze your card if that option exists.
   • Switch off online, contactless, gambling, international, or cash-machine use if your bank gives those controls.
   • If you cannot access the app, call your bank using the number on the back of your card or another trusted number you already know is genuine.

2. Contact your bank’s fraud team by a trusted route

   • If you have just had a suspicious call, hang up first.
   • Use your banking app, the number on your card, or 159 if your bank is connected to that service.
   • Say: “My balance dropped suddenly. I do not recognise these transactions. Please block further payments and treat this as possible fraud.”

3. Ask the bank to protect the account

   • Ask the bank to block or replace affected cards.
   • Ask the bank to log out other devices and remove any new device or digital wallet you do not recognise.
   • Ask whether any pending payment can be stopped, delayed, cancelled, traced, or recalled.
   • If online banking access may be compromised, ask whether the bank should temporarily restrict the account, reset access, issue new credentials, or open a replacement account.

4. Sort the unknown items by payment type

   • For each unfamiliar item, note whether it is a card payment, cash withdrawal, bank transfer, Direct Debit, or standing order.
   • Write down the date, time, amount, merchant or reference, and whether it is pending or completed.
   • Tell the bank if the same merchant, device, payee, cash machine, or location appears more than once.

5. If any items are Direct Debits, name them clearly

   • Tell the bank which Direct Debits you believe were wrong.
   • Ask whether the payment can be refunded under the Direct Debit Guarantee if it was taken in error.
   • Cancel the mandate in your app or with the bank if you do not recognise it.

6. If you were tricked into making a transfer, say that clearly

   • If you authorised a transfer because you were pressured, rushed, deceived, or told your money was at risk, tell the bank this was a possible authorised push payment scam.
   • Ask the bank to log it as an APP scam claim.
   • Ask what reimbursement protections may apply to that payment type and what information they need from you now.

7. Secure access from a device you believe is safe

   • Change your online banking password if the bank tells you it is safe to do so.
   • Change the password for the email account linked to your bank.
   • Turn on two-step verification where available.
   • If you recently shared your screen or installed support software, disconnect from the internet, remove the software, and use a trusted device to contact the bank.

8. Report it through the right UK route

   • In England, Wales, or Northern Ireland, report fraud or cyber crime to Report Fraud.
   • In Scotland, report it to Police Scotland on 101.
   • If someone is threatening you or you are in immediate danger, call 999.

9. Reduce follow-on identity fraud

   • Check your credit file for unfamiliar searches, loans, cards, or accounts.
   • If you think your identity details are being misused, consider Cifas Protective Registration so lenders and service providers are prompted to do extra checks.
   • Keep a simple note of when you contacted the bank, what you were told, and any reference numbers.

10. If the fraud started with a message, report the message too

• Forward suspicious texts to 7726.
• Forward suspicious emails to [email protected].
• Do not click links in the message while you are reporting it.