Incident guide
Money left your card or bank account without your consent
A payment or transfer you did not make, or one you made after a call, message or page that turned out to be fraud.
Work through the steps in order. Tick a step when it is done; ticks stay in this browser. If a step does not apply to you, skip it.
Is this your situation?
- Your statement or a bank alert shows a card payment you did not make.
- A transfer left your account and you did not start it.
- You sent money after a call, message or advert, and the other side turned out not to be who they said.
- Someone had your card details, a code or access to your banking app.
Steps
First 15 minutes
The same day
The following days
Do not
- Do not send a “fee”, “tax” or “deposit” to release money. That is part of the fraud.
- Do not read out a one-time code to anyone who calls you, even if they say they are from the bank.
- Do not delete chats, call logs or receipts.
- Do not confront the other side or threaten them. It warns them and rarely brings money back.
Keep as evidence
- The bank statement lines for the disputed transactions, with dates and recipient details.
- Messages, call logs and screenshots of the advert, profile or page involved.
- The reference number the bank gave you and the time you called.
- Your own written account of what happened, in order.
Where to report
Anywhere
Your bank or card issuer
When: Right away. The first hours matter most.
How: Call the number on the back of your card or on the bank's official site, say what happened and ask for a reference number.
The platform or service concerned
When: Today, if the fraud started on a marketplace, social media or messaging service.
How: Report the listing, profile or account through the platform's own report form.
In Turkey
Police station, public prosecutor's office or the Cybercrime Branch Directorate (EGM)
When: Within the next days, if you want a criminal complaint.
How: Apply with a signed petition handed in person; the EGM FAQ says petitions are not accepted by e-mail. For offences that depend on a complaint, the person affected has to apply. Ask the bank for the statement first; the EGM FAQ advises taking one.
Reading from outside Turkey: contact your national CERT or the cybercrime unit of your local police. The Turkish channels above are for people in Turkey.
Incident log
Notes stay in this browser on this device and are never sent to ZEKASTRA or anyone else. Anyone who uses this browser profile can read them, so clear the log when you are done.
Sources
This guide is general information, not legal advice. It cannot recover an account or money. Follow the instructions of your bank, your employer and the authorities.