A message that looks official can still be fraudulent. If you notice an unauthorized transaction or believe someone has gained access to your account, prioritize contacting the bank through its genuine app, card details or independently verified website. Do not use the phone number or link supplied by the suspicious sender.
When a message asks you to update bank details
SAMA has warned about messages impersonating the authority to obtain banking information through false calls and links. An official-looking logo or urgent warning is not proof of identity. Open the institution’s known channel separately to check the request.
Do not disclose passwords or one-time authorization codes to a caller. Read the action described in any authentication prompt; a code for adding a beneficiary is not a routine account-information check. If you have already shared credentials, tell the bank what happened so it can advise on the appropriate security steps.
Act, then organize the record
Ask the bank about blocking affected cards or access, reviewing recent beneficiaries and disputing the transactions. The appropriate action depends on the incident. If you suspect the device itself is compromised, use another trusted device or a direct verified contact route.
Preserve the message, transaction reference, amount, date and a short timeline. Keep the original evidence intact. Do not post full card numbers, ID documents or authentication codes online when asking for help.
Write a useful complaint
| Include | Why it helps |
|---|---|
| Transaction reference and date | Identifies the disputed event |
| What you authorized or did not authorize | Makes the factual issue clear |
| Time you contacted the bank | Records the sequence of actions |
| Bank case number and response | Connects follow-up to the existing case |
Describe facts you know and distinguish them from assumptions. Ask for a written response and the next step. Repeatedly opening new cases without linking the references can make your own record harder to follow.
Escalation and realistic expectations
SAMA’s electronic services include complaints about financial institutions it supervises. Follow the current instructions for your issue and retain the bank’s reference. Where a crime is suspected, use the relevant official security reporting route as well; a banking complaint and a criminal report serve different purposes.
Do not assume a refund is automatic. Outcomes depend on the facts and applicable process. Be especially cautious of anyone asking for an advance “recovery fee,” access to your device or another payment to unlock stolen money.
Strengthen the next line of defense
Review notification settings and access to the contact details linked to your account. Check statements regularly and question transactions you do not recognize. Our banking guide explains broader account considerations; this checklist focuses on responding to suspicious activity.
Frequently Asked Questions
Should I wait until I have every document before calling the bank? No. Report suspected unauthorized activity promptly, then assemble the supporting record.
Does a caller knowing my name prove they are from the bank? No. Verify the contact through a separate official channel.
Can a recovery service guarantee my money back? Treat such a promise as a warning sign, especially when it requires an upfront payment or account access.