Jira & Confluence 
Bitrix24 Bank · Mobile wallet · Raast fraud
Complaint letter to bank for fraud transaction — ready to send, deadlines counted
Short answer. The letter is already open below: add the transaction details and send it today. Raise the fraud dispute in the FTDH system: Not more than 30 minutes after your complaint; the receiving institution must block the disputed funds within 30 minutes (SBP BPRD Circular No. 04 of 2023, Annex A, para C(i) and (v)).
- Send written confirmation, if you first reported by phone (10 business days): type the date
- Bank or wallet must finish the investigation and tell you the result in writing (10 business days): type the date
- Final written reply in a fraud case (30 days): type the date
- Commercial banks only: last day to complain to the Banking Mohtasib if the bank has not replied (30 + 30 days): type the date
Working days: Monday to Friday; public holidays are not deducted. Check your own case.
Business days are counted Monday to Friday; public holidays are not excluded, so check them yourself. Ten business days: Payment Systems and Electronic Fund Transfers Act, 2007, sections 36(2), 36(3) and 37. Thirty days for a final reply in fraud cases: SBP Business Conduct and Fair Treatment of Consumers Regulatory Framework (BPRD Circular No. 04 of 2025), para 5.1.1.5(6). Banking Mohtasib: the bank has 30 days, then you have a further 30 days (Banking Companies Ordinance, 1962, s.82D(2)). If the bank replied earlier and you are not satisfied, the safe course is to file within 30 days of that reply.
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Tell me the date and time you first called the bank or wallet, and I will show you when their written reply is due and when to go to the Banking Mohtasib.
Copy the transaction ID and beneficiary exactly as they appear in your app — it helps the bank trace the money faster.
An illustrated character, not a lawyer.
Deadlines
The rules, with the source
| What | Deadline | Source |
|---|---|---|
| Raise the fraud dispute in the FTDH system | Not more than 30 minutes after your complaint; the receiving institution must block the disputed funds within 30 minutes | SBP BPRD Circular No. 04 of 2023, Annex A, para C(i) and (v) |
| Investigation of the FTDH dispute and reversal | Investigation within 10 days of the dispute; once fraud is established, funds reversed to the victim within 3 days | SBP BPRD Circular No. 04 of 2023, Annex A, para C(v) |
| Written confirmation of a phone report | Your bank may require it within 10 business days of the oral report | Payment Systems and Electronic Fund Transfers Act, 2007, s.36(3) |
| Investigation result in writing | Within 10 business days of receiving your notice; if there was an error, it is corrected and your account re-credited within 1 business day of that finding | PS&EFT Act, 2007, ss.36(2), 37 |
| If the bank says there was no error | Written explanation within 3 business days after the investigation; copies of the documents relied on, on request | PS&EFT Act, 2007, s.38 |
| Who must prove the transfer was authorised | The financial institution | PS&EFT Act, 2007, s.41 |
| Acknowledgement and final reply | Acknowledgement within 48 hours; final written reply in fraud cases within 30 days of the complaint | SBP BC&FRF (BPRD Circular No. 04 of 2025), para 5.1.1.5(4) and (6) |
| Loss caused by the institution's delay | Delay in blocking channels or raising disputes: the institution compensates the loss in whole | SBP BC&FRF, section 4.5, para 18; BPRD Circular No. 04 of 2023, Annex A |
| Complaint to the Banking Mohtasib (commercial banks) | After the bank fails to reply, or replies unsatisfactorily, within 30 days — within a further 30 days; delay can be condoned for good reason | Banking Companies Ordinance, 1962, s.82D(2) (as substituted by Act XXIX of 2024) |
| Banking Mohtasib decision; review or representation | Complaint decided within 60 days; review within 30 days; representation to the President within 30 days | Federal Ombudsmen Institutional Reforms Act, 2013, ss.9(5), 13, 14 |
The Banking Mohtasib does not hear complaints against microfinance banks, which run many mobile wallets: in that case escalate to the State Bank of Pakistan. The Banking Mohtasib's own FAQ still mentions 45 + 45 days; the law was changed in 2024 to 30 + 30 days, so do not wait.
Step by step
What to do, in order
1
Call the helpline now
Ask them to block your app, card and wallet and to raise an FTDH dispute. Note the complaint number and the time.
2
Count your dates
Enter the date you reported the fraud: you will see the 10-business-day and 30-day deadlines.
3
Fill in and send the letter
By e-mail or through the app, and a signed copy by courier or registered post. Keep the receipts.
4
Report the crime
File a complaint with the National Cyber Crime Investigation Agency and attach its number to your file.
5
Wait for the written reply
If the bank says there was no error, ask for copies of the documents it relied on.
6
Escalate in time
Commercial bank: Banking Mohtasib within 30 days after the bank's 30 days. Microfinance bank or wallet: the State Bank of Pakistan.
Questions
I shared the OTP with a caller. Can I still complain?
Yes. Say honestly what happened. The bank's responsibility also depends on its own controls: alerts, new-device checks, how fast it blocked your account and raised the dispute. The bank must compensate losses caused by its own delay.
Is a phone call to the helpline enough?
Call first, because minutes matter. Then confirm in writing: the law lets the bank ask for written confirmation within ten business days of a phone report, and a letter gives you proof of what you reported and when.
Will I get my money back for sure?
No one can promise that. The letter makes sure your complaint is on record in time, asks for the right steps and starts the clock on the bank's legal deadlines.
Official sources
- Payment Systems and Electronic Fund Transfers Act, 2007, ss.36–41 (Pakistan Code)
- Banking Companies Ordinance, 1962, ss.82A–82E (Pakistan Code)
- Federal Ombudsmen Institutional Reforms Act, 2013 (Pakistan Code)
- SBP BPRD Circular No. 04 of 2025 — Business Conduct and Fair Treatment of Consumers Regulatory Framework
- SBP BPRD Circular No. 04 of 2023 — Measures to Enhance Security of Digital Banking Products and Services
- Banking Mohtasib Pakistan
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This is a ready document and a deadline calculation, not legal advice.